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59mhouse
Aspiring Contributor
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Message 1 of 10

Paying for Infinity 2, receiving Infinity 1 speeds

Had BT Infinity 2 installed recently, a new line was NOT needed upon installation. We're recieving the below stats(attached pictures) on this line despite paying for Infinity 2. The results are the same at all times during the day/night, and were tested using a wired connection, as well as using the test socket on the faceplate.

 

btspeed12.pngbtspeed.png

btspeed3.png

 

 
Product name:
BT Hub 6A
Serial number:
+084317+NQ62374169
Firmware version:
SG4B100021F4
Firmware updated:
22/06/16
Board version:
1.0
Gui version:
1.28.3
DSL uptime:
0 Days, 3 Hours 30 Minutes 0 Seconds
Data rate:
19.35 kbps / 47.73 kbps
Maximum data rate:
19353 / 47621
Noise margin:
6 / 6.3
Line attenuation:
13
Signal attenuation:
VPI / VCI:
0/38
Modulation:
G_993_2_ANNEX_B
Latency type:
Fast Path

 

As you can see we're well below the guarenteed speed, as well as the speed for both range A and B on above.

Assuming theres nothing we can do from this end but it's down to BT?

Any help?

 

Cheers.

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9 REPLIES 9
Distinguished Sage
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Message 2 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

Is your router connected to the master socket or an extension?
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59mhouse
Aspiring Contributor
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Message 3 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

Yep, in the master socket.
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Distinguished Sage
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Message 4 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

Can you remove the face plate and connect to the test socket?
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59mhouse
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Message 5 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds


@59mhouse wrote:

The results are the same at all times during the day/night, and were tested using a wired connection, as well as using the test socket on the faceplate.

 


Tried and tested.

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Distinguished Sage
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Message 6 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

You need an engjneer visit
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Joll001
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Message 7 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

I am having the same issue and I am awaiting a reply from the complaints department (tried the online customer support and they couldn't help me and then sat waiting on the phone for ages for someone to actually answer - gave up in the end)....

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59mhouse
Aspiring Contributor
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Message 8 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

Anything I can do online to speed that process up? Or is it a case of phoning the support line multiple times.
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59mhouse
Aspiring Contributor
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Message 9 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

We've now noticed that we have a 3M Waterproof Telephone or Data Cable Joint connected across the length of cable running from our premises. The wires inside are thrown together, and both come out the same side of the joint. Is this likely to be causing the issue?

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Distinguished Sage
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Message 10 of 10

Re: Paying for Infinity 2, receiving Infinity 1 speeds

Without an engineer visit it will be pure guess work.
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