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Spectrum123
Aspiring Contributor
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Message 1 of 11

No infinity 1 speed upgrade

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Hello,

 

I've been on Infinity 1 since 2nd August 2017 and have not received the free speed upgrade that I've seen advertised was supposed to happen before November 2017. I never received the email and I assumed my speed wasn't fast enough, however I'm not so sure any more so wanted some advice as to whether my speeds look fast enough to qualify, before persuing things further. I did have a major fault with my line when it was set up causing a re-order to be applied, so that could also be the reason why I wasn't upgraded. Line stats are below, thanks in advance for any advice:

 

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084319+NQ71676790

Firmware version:

SG4B1000B522

Firmware updated:

16-Jan-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

4 Days, 3 Hours 3 Minutes 2 Seconds

Data rate:

10.00 Mbps / 55.00 Mbps

Maximum data rate:

19822 / 63643

Noise margin:

11.8 dB / 7.8 dB

Line attenuation:

18.3 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

 

speeds.png

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10 REPLIES 10
Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: No infinity 1 speed upgrade

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from your stats you would benefit for free boost if you qualify   http://bt.custhelp.com/app/answers/detail/a_id/56165/~/questions-about-the-bt-infinity-1-speed-upgra...



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Spectrum123
Aspiring Contributor
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Message 3 of 11

Re: No infinity 1 speed upgrade

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Okay thanks, that's what I wanted to know. Is it something the support team on here can help with?

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Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: No infinity 1 speed upgrade

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the mods can check to see if you qualify  they will post here to help



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Moderator
Moderator
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Message 5 of 11

Re: No infinity 1 speed upgrade

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Hi @Spectrum123,

 

I'll be able to take a look at this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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Moderator
Moderator
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Message 6 of 11

Re: No infinity 1 speed upgrade

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Hi @Spectrum123,

 

Thank you for sending in your details. I gave your home number a quick call, I'm sorry I didn't get speaking to you. I've placed an order to increase your Broadband speed. This is due to complete tomorrow and you should start to see and improvement over the next 48 hours. I'll check back with you on Friday to see how the connection is preforming.

 

Thanks

 

PaddyB

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Spectrum123
Aspiring Contributor
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Message 7 of 11

Re: No infinity 1 speed upgrade

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@PaddyBThanks for your help. I can confirm that I've received an email with the order details.

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Spectrum123
Aspiring Contributor
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Message 8 of 11

Re: No infinity 1 speed upgrade

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@PaddyB I can confirm that the upgrade appears to have taken place. Download speed is basically the same but upload speed has doubled to 20Mbps. My stats are now:

Firmware updated:

16-Jan-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 20 Hours 57 Minutes 47 Seconds

Data rate:

20.00 Mbps / 55.05 Mbps

Maximum data rate:

20412 / 56869

Noise margin:

6 dB / 6.2 dB

Line attenuation:

18.5 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

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Moderator
Moderator
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Message 9 of 11

Re: No infinity 1 speed upgrade

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Hi @Spectrum123 Thanks for the update. Paddy will be back in the office tomorrow and give you a call then.

 

cheers

John

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Moderator
Moderator
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Message 10 of 11

Re: No infinity 1 speed upgrade

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Hi @Spectrum123,

 

Thank you for posting back. I normally take a day or two for the speeds to increase. I've ran a few checks and the download speeds have increased. Your download profile is sitting at 61 Mbps, which is in line with what was estimated for your connection.

 

Thanks

 

PaddyB

 

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