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smithway1
Beginner
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Message 1 of 14

Infinity 2 upload issues

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Hi Had Infinity 2 installed 2 weeks today. Before engineer left we ran speed test on wifi and had approx 30 m download and 12 uplaod , ping was 20. He said that was good and would improve to the estimated 50-78 mb download and 20-25 upload over the next 10 days as the cleaning up process or what ever they do stabilises the line. All good Except my download has never improved and hoovers around 20-30mb while upload is nearer 0 !! yes 0 . ping is now about 40 to 50.

Entered live chat with BT giving all information and ended up after 30 min getting phone call from same lady I was on chat with. Repeated everything all over again including my phone number!!!. She rang more tests than the local hospital (I think).

Conclusion was that their was something wrong. She asked me to connect with cable but I cant. We have BT home Hub 5. I connected to laptop and other end into hub. I thought it was kind of auto connect but nothing happened. Went to control panel nd tried to set up new connection. Ended up on a screem that asks for username and password (be aware this is NOT the wifi key or Admin to home hub password that is on the card inserted into home hub.I tried all these) I tried MYBT username and password. I tried email address as username and password. I told the BT lady on the phone who just dismissed my comments. I am sure in the past I just plugged cable into normal broadband hubs.

So i have a problem that they are looking into and I cant find a way to connect laptop to hub via cable. If I am thick then no problem, just want the solution. I hope that Bt will come back with soulution to upload probelm as I cant watch bbc I playerr without constant buffering (just like normal broadband line I had) . Web pages can load very slowly or time out.

And there I was thinking paying for the best BT broadband would be great and everything would fly. My old broadband (also BT) was poor but we lived with it , just slow and had to wait a while to downlaod an HD sky movie.

Any help very grateful. Sorry for the ramble but makes me feel better!!!

Wayne

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Distinguished Guru
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Message 2 of 14

Re: Infinity 2 upload issues

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Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

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smithway1
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Message 3 of 14

Re: Infinity 2 upload issues

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Hello

 

Is thsi what you mean

 

1. Product Name: HomeHub52.

Serial number: +076284+14350115993.

Firmware version: v0.07.03.0814-BT (Type B)

Last updated 2/2/20154.

Board version: 015.

VDSL uptime: 1 days, 05:15:156.

Data Rate: 426 / 678367.

Maximum Data Rate: 381 / 886088.

Noise Margin: 4.4 / 8.19.

Line Attenuation: 0.0 / 17.210.

Signal Attenuation: 0.0 / 0.011.

Data sent/received: 62.5 MB / 1.5 GB12.

Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: Yes

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smithway1
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Message 4 of 14

Re: Infinity 2 upload issues

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This should make more sense . Line numbers not pasted properly first time

 

1. Product Name: HomeHub5

2. Serial number: +076284+1435011599

3. Firmware version: v0.07.03.0814-BT (Type B) Last updated 2/2/2015

4. Board version: 01

5. VDSL uptime: 1 days, 05:15:15

6. Data Rate: 426 / 67836

7. Maximum Data Rate: 381 / 88608

8. Noise Margin: 4.4 / 8.1

9. Line Attenuation: 0.0 / 17.2

10. Signal Attenuation: 0.0 / 0.0

11. Data sent/received: 62.5 MB / 1.5 GB

12. Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: Yes

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Message 5 of 14

Re: Infinity 2 upload issues

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.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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Message 6 of 14

Re: Infinity 2 upload issues

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Ok, you obviously have a problem with your install. You need to phone the helpdesk and demand an engineer comes and fixes it properly.

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smithway1
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Message 7 of 14

Re: Infinity 2 upload issues

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Hi Do you now have the information you requested/

thank you

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Message 8 of 14

Re: Infinity 2 upload issues

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Sorry, our posts crossed.
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smithway1
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Message 9 of 14

Re: Infinity 2 upload issues

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Sorry which part tells you the install is wrong. I am lost with all this.

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Message 10 of 14

Re: Infinity 2 upload issues

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Line 6 shows a ridiculously low upstream.

Line 8 should be closer to 6.0 / 6.0
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