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engtel
Newbie
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Message 1 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

I have the same problem! The 'upgrade' offer promised 67Mb/s (although my 'package' info mysteriously quotes only 50Mb/s) average and 35Mb/s minimum. But whereas I was getting consistently 30Mb/s before the 'upgrade' it is now, according to the BT speed checker, less than that. Diagnostics reports an unspecified problem and suggests I spend £130 to find out what it is. NOT ACCEPTABLE! The only other effect of the 'upgrade' is to lock me in to BT for 18 months.
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8 REPLIES 8
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower


@engtel wrote:
I have the same problem! The 'upgrade' offer promised 67Mb/s (although my 'package' info mysteriously quotes only 50Mb/s) average and 35Mb/s minimum. But whereas I was getting consistently 30Mb/s before the 'upgrade' it is now, according to the BT speed checker, less than that. Diagnostics reports an unspecified problem and suggests I spend £130 to find out what it is. NOT ACCEPTABLE! The only other effect of the 'upgrade' is to lock me in to BT for 18 months.

I presume you have "upgraded" to a "Plus" package.

As regards the "upgrade" It is not necessarily and upgrade in speed. It is an upgrade to the service level agreement and other items on the package. It would only be an upgrade in speed if you were already hitting the maximum speed for the package you were on and your line could support more.

If you were only getting 30Mbps before you "upgraded" you would not see any difference in speed.  Your line can only support the speed that your line can support and if you were only getting 30Mbps it was not reaching the maximum speed for the package you were on, which was 55Mbps, then there is no way that it would increase just by selecting a different package. 

As regards the average speed this is an average speed taken for every person on that package it is not an individual quote of what average speed you can get. As with all averages some will get more than the average and some will get less. You would appear to be one of those who gets less.

 

 

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iniltous
Recognised Expert
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Message 3 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

As already explained , your speed won't necessarily improve....you could ( if you haven't already done so) optimise your internal set up to make the most of your connection, have you tried plugging your router into the master socket test port ?...doing this eliminates any issues you may have with internal wiring / extension sockets or other equipment that may be connected to the phone line, posting your router stats, is usually quite informative.
It seems to be the case , that when people 'upgrade' , it's like a 'new' connection and a certain amount of line training takes place, so although the speed may dip in the first few days, it's should return to at least the level it was before the 'upgrade' when the line manegement has set what it thinks is the fastest /stable rate your line will handle.

The 'average' speed of the service nationwide , is totally irrelevant when it comes to your individual line, and it's the estimates for your individual address/phone number that you should compare your actual speed to, not some arbitrary national average number

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engtel
Newbie
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Message 4 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

Thankyou for your reply.

It clear from your information that I have been misled by a marketing ploy to get me to sign-up for another 18 months. I am not a telecomms engineer so I am simply looking at the numbers provided. I do understand what an average is and I didn't expect to see an improvemnt to that level. My point is that the information, depending upon which route through the BT website you take, gives different expectations for download speeds. On top of that what I was offered (my personal offer) claimed 67 Mb but my 'package' info on MyBT claims only 50Mb average. I am questioning the inconsistency not the likelyhood of achieving the average. Also, and more importantly it clearly states a minimum speed of 35Mb which is better than I was originally getting. Which is the reason why I took the offer even though after 18 months the cost would increase by £2.50 (a new customer would not see this increase it seems). I do not understand your point about reconfiguring my internal network connections as the BT speed-checker clearly shows download speed between the exchange and my hub i.e. nothing to do with my house connection to the BT network! Your point about 'line training' is interesting. All I can say here is that nowhere does BT explain that line speeds may get worse before they get better - very unhelpful.

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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

Unfortunately the "Average Speed" marketing was forced onto the Internet Service Providers by the Government supported by Ofcom.

It is to replace the previous marketing where ISPs said "speeds up to".

This was thought to be misleading so the ISPs were forced to say what their average speed was for a given package rather than the up to speed.

This has had the effect of being even more misleading to customers because the average speed is based upon the average  across all customers nationwide who have that package. This obviously means some will get more than the average and some will get less than the average. It does nothing to help the individual person who is buying the package because they do not know what they will get without checking their individual line.

This was pointed out to the Government and Ofcom but they pressed ahead anyway.

You should run this checker and it will show the top and lower speeds that you should be able to expect from your line. 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

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or

If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

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iniltous
Recognised Expert
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Message 6 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

FTTC and ADSL are rate dependent systems, in other words , the speed you get is dependent on the distance your are from the exchange with ADSL or from the fibre cabinet with FTTC , but  your internal setup can have detrimental affect on the speeds achieved , if you have no extension sockets , then the only thing connected to the line is the filter/router and possibly a phone, (this can be considered a clean line) if you have extension sockets and phones , the things connected in these sockets , like Sky TV box, extension phones and the even the sockets themselves , if wired unsympathetically , can and do affect speed,( an impacted line)  plugging in to the master socket test port elimates all this as a possible cause of slow speed problems , ( by disconnecting everything  apart from the router from the line.)


If you were on an upto 55Mb service (Infinity 1) and you were getting around 30Mb , and the line and internal wiring were as good as they could be , then upgrading to Infinity 2 was never really going to increase your download speed as your line wasn't 'short' enough to deliver 55Mb when you were on that service, so expecting higher speed was never going to happen, given that the distance to the cab is fixed, your upload may increase on Infinity 2.

Is your line underperforming due to to a line problem or internal setup issue ? , you haven't provided any information to establish that.
By posting your router stats and the estimate for your address/phone number it's possible to see what potentially you could get, it could be that even on a Infinity 1 your line was under performing, and could have got closer to 55Mb, but it's also possible that around 30Mb (what you used to get) was the max ,and  you will probably soon return to that speed after line management ends.

If you feel you were misled , then as they have guaranteed a minimum download speed , if you cannot achieve that, you can ask to be released penalty free, but have in mind that no other provider will do better , they all re-sell Openreach products , so will provide the around the same sync speed on the same OR product.

BT sell the upto 55Mb product as their entry product, others sell the upto 40Mb as theirs, but if 30Mb is the best your line can do, it doesn't matter if it's upto 40, upto 55 or upto 80

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engtel
Newbie
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Message 7 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

All this discussion about 'up to' and 'average' speeds I agree is irrelevant. My point is that looking information on deals and offers on the website and package on MyBT the stated average is different i.e. 67Mb or sometimes 50Mb. That aside BT give no indication that the clearly stated minimum may not be as shown. Just to clarify, I am on Infinity 1 with HomeHub 3(now Superfast Fibre 1) and the offer was, I thought, to get a minimum download speed of the stated 35Mb/s. If this cannot be achieved for reasons that you have outlined then BT should make this clear before people commit to another 18month contract in the belief that a performance improvement was available. Results from the ADSLchecker I think show a speed range 46.7 down to 27.4. Also attached is report from Troublshooter.

BT Broadband2.jpg 

Troubleshooter and Speed tester 

5 - 1 

Account checks 

Click an answer to edit 

1. What would you like to do?
2. What's the problem you're having with your broadband or wi-fi? 3. Let's run some checks 

We've found a problem 

Our intitial checks show that the connection between your hub and our network is slow. We need you to reboot your Openreach modem and your BT Home Hub.
To do this: 

1. SwitchoffyourBTHomeHub
2. SwitchoffyourOpenreachmodem
3. Waitfor20secondsafterthey'vebothbeenturnedoff
4. SwitchyourOpenreachmodembackon
5. WaitacoupleofminutesforyourOpenreachmodemtosetup 6. NowswitchyourBTHomeHubbackon
7. WaitanothercoupleofminutesforyourBTHomeHubtosetup 

Are your speeds now ok? 

Fix a broadband problem My connection is slow Yes, begin checks 

Switching off the Hub and Modem made no difference!

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Distinguished Sage
Distinguished Sage
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Message 8 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

according to the dslchecker you would expect a minimum down connection speed (not download speed) of 35mb

as you are using a modem and HH3 all the meaninful stats are held by the modem which needs to be unlocked before you get access

run btspeedtester and when first test completes then run diagnostic test and post results   http://www.speedtest.btwholesale.com/

 



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engtel
Newbie
167 Views
Message 9 of 9

Re: free upgrade from infinity 1 to 2 speed gone lower

All this discussion about 'up to' and 'average' speeds I agree is irrelevant. My point is that looking information on deals and offers on the website and package on MyBT the stated average is different i.e. 67Mb or sometimes 50Mb. That aside BT give no indication that the clearly stated minimum may not be as shown. Just to clarify, I am on Infinity 1 with HomeHub 3(now Superfast Fibre 1) and the offer was, I thought, to get a minimum download speed of the stated 35Mb/s. If this cannot be achieved for reasons that you have outlined then BT should make this clear before people commit to another 18month contract in the belief that a performance improvement was available. Results from the ADSLchecker I think show a speed range 46.7 down to 27.4. Also attached is report from Troublshooter.

 

Troubleshooter and Speed tester 5 -1

Account checks
Click an answer to edit

1. What would you like to do?
2. What's the problem you're having with your broadband or wi-fi? 3. Let's run some checks

We've found a problem

Our intitial checks show that the connection between your hub and our network is slow. We need you to reboot your Openreach modem and your BT Home Hub.
To do this:

1. SwitchoffyourBTHomeHub
2. SwitchoffyourOpenreachmodem
3. Waitfor20secondsafterthey'vebothbeenturnedoff
4. SwitchyourOpenreachmodembackon
5. WaitacoupleofminutesforyourOpenreachmodemtosetup 6. NowswitchyourBTHomeHubbackon 7. WaitanothercoupleofminutesforyourBTHomeHubtosetup

Are your speeds now ok?
Fix a broadband problem My connection is slow Yes, begin checks

BT Broadband2.jpg 
 
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