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SAM196567
Beginner
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Message 1 of 21

New Infinity 2 connection much slower than expected

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Hi I know this is a recurring issue and I've read a few other posts. We went live yesterday with Infinity 2 broadband but the download/upload speed is nothing like I was expecting. Ran the diagnostic tests and it say the line is OK and from another post ran the hub information as follows:


Product name:
BT Hub 6A
Serial number:
+084319+NQ70189320
Firmware version:
SG4B10002244
Firmware updated:
12-May-2017
Board version:
1.0
Gui version:
1.32.0
DSL uptime:
0 Days, 14 Hours 25 Minutes 47 Seconds
Data rate:
15.28 kbps / 22.12 kbps
Maximum data rate:
15277 / 22119
Noise margin:
7 / 13.1
Line attenuation:
24.3
Signal attenuation:

VPI / VCI:
0/38
Modulation:
G_993_2_ANNEX_B
Latency type:
Fast Path
Data sent / received:
570 MB Uploaded / 3207 MB Downloaded
Broadband username:
bthomehub@btbroadband.com
BT Wi-fi:
Active
2.4 GHz wireless network name:
BTHub6-6Z5R
2.4 GHz wireless channel:
Smart (Channel 11)
5 GHz wireless network name:
BTHub6-6Z5R
5 GHz wireless channel:
Smart (Channel 36)
Wireless security:
WPA2 (Recommended)
Band steering:
Off
Wireless mode:
Mode 1
Firewall:
On
MAC address:
A4:08:F5:79:4E:AF
Software variant:
-
Boot loader:
7.33.1

 

What speed should I be expecting? When I signed up the speed range was supposed to be 55 -74Mbps minimum 49Mbps. Is it likely to get faster over the next 10 days?

 

Thanks in advance

 

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Distinguished Sage
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Message 2 of 21

Re: New Infinity 2 connection much slower than expected

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 Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

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

 

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/

 

are you connected to the test socket using a new filter

 

 

Test Socket.jpg

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SAM196567
Beginner
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Message 3 of 21

Re: New Infinity 2 connection much slower than expected

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Hi John

 

thanks for the quick reply, I've done the quiet line test and there is a very faint background noise, should it be absolutely silent?

 

I'll run the speed checker later when everyone is off the system, all I had done was checked the speed using the hub manager.

 

Thanks

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Distinguished Sage
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Message 4 of 21

Re: New Infinity 2 connection much slower than expected

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yes the line should be silent

could you post this information editing out your phone number http://www.dslchecker.bt.com/adsl/adslchecker.welcome
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SAM196567
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Message 5 of 21

Re: New Infinity 2 connection much slower than expected

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Hi John

Info as follows

 

 

Screenshot 2017-05-16 23.04.44.png

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Message 6 of 21

Re: New Infinity 2 connection much slower than expected

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@SAM196567

Your line is badly impacted, as the maximum data rate is very low on the home hub.

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

 

 

Do you have any extension wiring?

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SAM196567
Beginner
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Message 7 of 21

Re: New Infinity 2 connection much slower than expected

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Results of BT Wholesale speedchecker this morning:

 

Download 35.37 Mbps

 

Upload 13.64 Mbps

 

Ping Latency (Ms) 27.38

 

So better than before but not the expected speed, will check out possible line fault as theer was a hiss on the line when running the silent line test.

 

Further diagnostics screenshot below

 

Filter is ADSL one as no new filters supplied, does this make a difference.

 

Thanks in advance

 

Speedtest Diagnostics Screenshot.png

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SAM196567
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Message 8 of 21

Re: New Infinity 2 connection much slower than expected

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Hi Keith

 

The socket is the first on on LHS.

 

Thanks

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SAM196567
Beginner
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Message 9 of 21

Re: New Infinity 2 connection much slower than expected

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Hi Keith

 

Sorry, yes there are several internal extensions wired in but none are in use.

 

Thanks

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Message 10 of 21

Re: New Infinity 2 connection much slower than expected

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@SAM196567 wrote:

 

Filter is ADSL one as no new filters supplied, does this make a difference.

 

Thanks in advance

 

 


@SAM196567So its this socket?

 

nte.jpg

 

Remove the bottom section and connect things up as show below and show the home hub connection stats again.

 

test_socket.jpg

 

When its connected like this, there should be some extension wiring connected to the bottom section you removed, is that the case?

 

Removing that section should have aslo isolated all of those extension sockets, so there should be no dial tone on any of them, can you check this please?

 

 

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