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xenxshaman
Beginner
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Message 1 of 15

Infinity 2 upgrade but IP Profile appears to be stuck

Hi there, wondering if anyone can help, i first got bt infinity 2 years ago when i moved into the house im in now, for a year or so i got around 45-48ish mbits down and about 6 up, then middle of last year the speed dropped to about 29 mbits down, but up stayed at 6.

 

I rang bt about 5 or 6 times and went through all of the procedure for checking everything my end and eventually they agreed with what i thought that the ip profile had gone mad and needed to be reset, it had dropped to 29mbits which my speed seemed to hit all the time. Anyway they said they would reset it and never did, then after several more phone calls and promises to reset it and more speed tests and router rebooting and etc teci just gave up and figured what the hell 29 is fine (it became way to much hard work to deal with the call centre and not once did my ip profile even budge an inch so i doubt it was ever changed)

 

anyway fast forward to now, and iv just upgraded to btinfinity 2, but the ip profile on my line hasnt changed, its still firmly stuck at the same 29.3 mbits its been stuck atfor a year, and my download speed is exactly, 29.3mbits lol

 

should an upgrade to btinfinity 2 not reset the ip profile and begin a new 10 day cooldown period? because it doesnt seem to have and my line seems to be clearly capable of more, as its hitting that cap consistantly every time i test it..

 

anyway here is the performance diagnostics, if anyone can help id appreciate it

FAQ

Results Image not loaded

 

 


1. Best Effort Test: -provides background information.

 Download Speed
 29.3 Mbps
  
0 Mbps29.36 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 29.3 Mbps
 For your connection, the acceptable range of speedsis 20.55 Mbps-29.36 Mbps .
 Additional Information:
 IP Profile for your line is - 29.36 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 5.76 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 5.76Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

All an upgrade to Infinity 2 fom Infinity 1 does is remove a software cap on the line. It does not reset anything. If your line was faulty before the upgrade it will still be faulty after it.

 

Can you run this checker and post back a screen shot of the results

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

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xenxshaman
Beginner
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Message 3 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    

FTTC Range A (Clean)6547.919.112.6--Available
FTTC Range B (Impacted)55.431.819.18.6--Available
 
WBC ADSL 2+Up to 6.5--5.5 to 7.5Available
WBC ADSL 2+ Annex MUp to 6.5Up to 15.5 to 7.5Available
ADSL MaxUp to 6--5 to 7Available
WBC Fixed Rate2----Available
Fixed Rate2----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available

 

 

i dont have the new homehub im still using the previous one and the white openreach modem

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Distinguished Sage
Distinguished Sage
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Message 4 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

Obviously depending on what Range of line you have you should be getting speeds between 32Mbps and 65Mbps. Your present speeds are out side that. You need to call BT and report a fault and request an engineer out to investigate.

 

They will go through all the usual checks etc. Stick with it and play their game but do not be fobbed off with a ten day training period or that they will do a reset.

 

Only an engineer can do a reset and it is pointless if they do not find the underlying cause of the speed drop. All that will happen is the problem will return

xenxshaman
Beginner
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Message 5 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

thanks ill try 🙂
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xenxshaman
Beginner
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Message 6 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

they said theres a network fault and they will pass it to the faults team and ring me back 😞 exactly what happened last time, i already know whats going to happen,

Them: hi there weve fixed the fault can you check your speed now?

Me: its still 29.3 mbits and the ip profile hasnt changed

Them: ok we will look into it and call you back

(48hrs later)

The hi there weve fixed the fault can you check your speed now?

Me: Yes its still 29.3mbits the ip profile needs to be reset and it still hasnt been

Them: ok we'll pass it to the correct team and call you back 🙂

(48hrs later)

Them: hello there weve found a fault on your line and it should have been fixed can you check the speed now?

Me: Yes its still 29.3mbits the same as always

Them: can you reset the modem

Me: yes iv reset the modem its still 29.3 mbits

Them: ok hold on we will do some line checks

Them: ok there is a fault on your line we will try to fix it and ring you back

Me: ---- Head--- Desk--- Give up 😛

 

 

 

 

i know that wasnt relevant but i enjoyed writing it lol

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Distinguished Guru
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Message 7 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

 

 

 

Oh sorry, I see you don't have a HH5. What sort of white modem do you have?

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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xenxshaman
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Message 8 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

iv got the bt openreach one and the HH3, got it when infinity 1 was installed
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xenxshaman
Beginner
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Message 9 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

i knoew they wont fix it they went through all this before, they just go on and on about some fault on the line for weeks and ignore everything i say about the ip profile until i give up the will to live 😞
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Distinguished Guru
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Message 10 of 15

Re: Infinity 2 upgrade but IP Profile appears to be stuck

What make is the white modem - Huawei or ECI ?

 

I think there's a label on the underside

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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