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jamesfD
Beginner
969 Views
Message 1 of 10

New Infinity - speed way below estimate

Hi

My new Infinity 1 install yesterday has only given me speeds of 10.5/4.7. The estimate I was quoted in my order confirmation was 20-29 Mbps.

I realise there is a settling in period of 3 days that is not yet complete, but surely the speed drops during that DLM adjustment, not doubles or triples?

The BTW Diagnostic test sais IP Profile is 10.32/10.0!

I am about 900M from the cabinet.

Incidentally?, the 'engineer' installed the HH5 upstairs on an extension socket. No new faceplate etc.

Thanks

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9 REPLIES 9
Distinguished Expert
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Message 2 of 10

Re: New Infinity - speed way below estimate

Probably a bad install, you should have a new Openreach master socket specifically for Infinity.

What are your line stats reported by the HH5 in Troubleshooting, Helpdesk?
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jamesfD
Beginner
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Message 3 of 10

Re: New Infinity - speed way below estimate

Thanks

 

HubManager 11:4.jpg

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Distinguished Expert
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Message 4 of 10

Re: New Infinity - speed way below estimate

You will have to report a poor installation to the helpdesk and request a Broadband Boost engineer to do it properly.
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jamesfD
Beginner
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Message 5 of 10

Re: New Infinity - speed way below estimate

Many thanks.

Which Helpdesk do you recommend. I keep ending up in India which is very unsatisfactory.

Can I talk to a human expert in the UK?

 

Thanks

 

 

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Helios
Aspiring Expert
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Message 6 of 10

Re: New Infinity - speed way below estimate

'Which Helpdesk do you recommend. I keep ending up in India which is very unsatisfactory.

Can I talk to a human expert in the UK?'

 

That's a very strange comment, are you implying that people who work in the Off Shore BT Call Centre are either not human or sub human?

 

 

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Distinguished Expert
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Message 7 of 10

Re: New Infinity - speed way below estimate

No, he's obviously referring to the Voice Recognition system that BT use.
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jamesfD
Beginner
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Message 8 of 10

Re: New Infinity - speed way below estimate

Yes, not a voice recognition system. Sorry for any misunderstanding.

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Distinguished Expert
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Message 9 of 10

Re: New Infinity - speed way below estimate

Try this number, it's UK based 0800 800 030
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jamesfD
Beginner
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Message 10 of 10

Re: New Infinity - speed way below estimate

All is now sorted and I am getting over 33Mbps!

 

After insisting on a BT Engineer visit, I finally got one on Tues. On arrival, he immediately fitted a new Master socket since we did not have one apparently. He converted an existing extension upstairs to the data feed for the HH5 and and reconnected all the other extensions. Almost immediately 35Mbps popped out of the router and he left after 90 minutes.

I am a very happy customer.

However, why did I have to go through this painful process? You cannot install Infinity straight onto a 25 year old domestic set up with no Master socket. 

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