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hayesn
Beginner
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Message 1 of 9

Infinity capacity issues - how do I resolve?

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Hi

 

I joined BT in October. I'm on Infinity and projected speeds were up to 36mbps/ At first my speeds were fine but now they are ridiculously slow at peak times (i.e. evenings). Below are current results (7:50 pm) via the BT wholesale site:

 

Download Speed (Mbps): 0.62 Upload Speed (Mbps): 1.97 Ping Latency(ms): 186.88

 

I've logged the issue. At the begining I assumed that it was a capacity issue as the speeds are normal during the day and I don't have drop out issues. An openreach engineer has visited and confirmed the fibre to home is fine and that it is a capacity issue at the exchange (Foxhall). The call centre is useless. First they sent the engineer back to me (even though we both agreed on the issue and that a visit was pointless) and now I've been posted a new Smart Hub when the existing one is fine. I'm reasonably IT proficient. I know what the issue is.

 

I just want to know when the capacity issue is going to be sorted but nobody can give me an answer. Where do I go from here?

 

Grateful for any advice.

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8 REPLIES 8
Distinguished Sage
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Message 2 of 9

Re: Infinity capacity issues - how do I resolve?

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Engineer visits are useless for issues such as this.

Wholesale will be aware and will be working to improve the capacity.
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Moderator
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Message 3 of 9

Re: Infinity capacity issues - how do I resolve?

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Hi @hayesn

 

Thanks for your post and welcome back!

 

Sorry for the problems you're having with your broadband speed during peak times.  This does sound like a congestion issue however I've checked your exchange for any known issues but I'm not seeing anything.

 

Can you send us over your details so that we can take a closer look?  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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Moderator
Moderator
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Message 4 of 9

Re: Infinity capacity issues - how do I resolve?

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Hi @hayesn,

 

I've been checking this for you today. Can you please run the speed test, including the further diagnostics when the connection is slow and post the results so we can get this checked with wholesale for you.

 

Cheers

 

David

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hayesn
Beginner
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Message 5 of 9

Re: Infinity capacity issues - how do I resolve?

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Taken at 19:50:

 

Download Speed (Mbps): 4.09 Upload Speed (Mbps): 5.28 Ping Latency(ms): 75.25

 

 

I consistently get Test Error when clicking on Further Diagnostics, and always have done.

 

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Moderator
Moderator
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Message 6 of 9

Re: Infinity capacity issues - how do I resolve?

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Thanks for posting the results @hayesn.

 

I've spoken with wholesale about the issue and they cannot find any congestion issues at the exchange but as a precautionary measure they have agreed to move you to a different circuit in the next 24 hours so you should see some improvement at that point. Can you monitor over the next few days and let me know if you see any change?

 

Cheers

 

David

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hayesn
Beginner
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Message 7 of 9

Re: Infinity capacity issues - how do I resolve?

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Today's results @ 19:08 :

 

Download Speed (Mbps): 3.79 Upload Speed (Mbps): 4.26 Ping Latency(ms): 98.75

 

It was higher this morning but now back to the usual evening speeds. 

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Moderator
Moderator
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Message 8 of 9

Re: Infinity capacity issues - how do I resolve?

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Hi @hayesn,

 

I tried calling this morning, sorry I missed you. have you noticed any change in the connection speeds? Can you try runing the speed test later this evening and post the results?

 

Cheers

 

David

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Moderator
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Message 9 of 9

Re: Infinity capacity issues - how do I resolve?

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Hi @hayesn,

 

Thanks for taking my call this morning. I'm glad I was able to get this sorted for you. Post back if you have any further problems and we'll be happy to help.

 

Cheers

 

David

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