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Aspiring Contributor
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Message 1 of 17

Slow BT Infinity 1 service in the evening

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I like a number of other customers are experiencing slow broadband speeds during the evening. I have run a speed check this evening, although the speed recorded is around 10Mbps I have recently in recent weeks been getting as low as only 3Mbps. Bearing mind I am supposed to be getting up to 52Mbps I feel I am not getting the service I am paying for. 

 

Like others the speed at other times of the day is much better , up to around 49Mbps . 

 

I would appreciate some assistance in getting my service improved. 

 

Exchange LAURENCEKIRK is served by Cabinet 4

 

Result

 

 

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  HighLowHighLow        

VDSL Range A (Clean)8071.5202064.7Available--------
VDSL Range B (Impacted)8052.12015.839.8Available--------

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 17

Re: Slow BT Infinity 1 service in the evening

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Please can you please provide BT Wholesale speed test results for different times of the day, including the further diagnostics page? The last test needs to be done at peak times so the results are stored on the BT server.

 

These must be done using a computer connected to the home hub, using an Ethernet cable.

 

Once this has been done, a moderator can be asked to assist.

 

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Aspiring Contributor
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Message 3 of 17

Re: Slow BT Infinity 1 service in the evening

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I hope the following helps

 

Test 1 at 10:33AM 28-01-17

 

1. Best Effort Test:  -provides background information.

 

Download Speed

 

13.97 Mbps

 

 

 

 

0 Mbps

53.18 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 13.97 Mbps
 For your connection, the acceptable range of speedsis 27.5 Mbps-53.18 Mbps .
 Additional Information:
 IP Profile for your line is - 53.18 Mbps


2. Upstream Test:  -provides background information.

 

Upload Speed

 

8.58 Mbps

 

 

 

 

0 Mbps

10 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 8.58Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

 

 

Test 2 at   12:40PM 28-01-17

 

  1. Best Effort Test: -provides background information.
 

Download Speed

 

46.76 Mbps

 

 

 

 

0 Mbps

53.18 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 46.76 Mbps
 For your connection, the acceptable range of speedsis 27.5 Mbps-53.18 Mbps .
 Additional Information:
 IP Profile for your line is - 53.18 Mbps


  1. Upstream Test: -provides background information.
 

Upload Speed

 

9 Mbps

 

 

 

 

0 Mbps

10 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 9Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

 

 

Test 3 at  3:24PM 28-01-17

 

  1. Best Effort Test: -provides background information.
 

Download Speed

 

48.98 Mbps

 

 

 

 

0 Mbps

53.18 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 48.98 Mbps
 For your connection, the acceptable range of speedsis 27.5 Mbps-53.18 Mbps .
 Additional Information:
 IP Profile for your line is - 53.18 Mbps


  1. Upstream Test: -provides background information.
 

Upload Speed

 

9.01 Mbps

 

 

 

 

0 Mbps

10 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 9.01Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

 

 

 

Test 4 at  5:45PM 28-01-17

 

  1. Best Effort Test: -provides background information.
 

Download Speed

 

18.04 Mbps

 

 

 

 

0 Mbps

53.18 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 18.04 Mbps
 For your connection, the acceptable range of speedsis 27.5 Mbps-53.18 Mbps .
 Additional Information:
 IP Profile for your line is - 53.18 Mbps


  1. Upstream Test: -provides background information.
 

Upload Speed

 

8.68 Mbps

 

 

 

 

0 Mbps

10 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 8.68Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

 

 

 

Test 5 at  8.25PM 28-01-17

 

  1. Best Effort Test: 

    Download Speed : 5.34Mbps

    2. Upstream Test: 

    Upload Speed : 8.66Mbps



Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

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Distinguished Sage
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Message 4 of 17

Re: Slow BT Infinity 1 service in the evening

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I looks like a congestion problem all you can do is wait for BT Wholesale  to increase capacity there is nothing the help desk or Openreach can do as it is outside their remit
please run no further speedtests
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Aspiring Contributor
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Message 5 of 17

Re: Slow BT Infinity 1 service in the evening

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Thanks for your post John46. Do you know if it is possible to make contact with BT Wholesale to find out their plans regarding increasing capacity?

 

My thoughts are that if this is not going to be soon then I might look to go back to standard broadband as I was getting the same speeds in the evening on that service as I am now with fibre. Really cannot see the benefit of changing in the first place. 

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Distinguished Sage
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Message 6 of 17

Re: Slow BT Infinity 1 service in the evening

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NO you cannot contact BT Wholesale they will be aware of the problem and working on a fix it just takes time as it is dependant on the work that has to be carried out it will be resolved just a matter of being patient
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Aspiring Contributor
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Message 7 of 17

Re: Slow BT Infinity 1 service in the evening

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Thanks, do you know typically how long it takes for BT Wholesale to "fix" things.

 

My view is that BT should not be selling a service that is in effect broken, either that or be honest and advertise the service as being anything from "3Mbps to 52Mbps" rather than just "up to 52Mbps" . I am sure that there are many others that would share this view. 

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Distinguished Sage
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Message 8 of 17

Re: Slow BT Infinity 1 service in the evening

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congestion will be affecting multiple Providers not just BT it can take from a few weeks to several months depending on the work needed to be done the service is not broken as you put it the speeds you are quoted are connection speeds not download speeds and also the problem is likely to only affect your exchange area also the slow speed usually only applies to peak times
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Aspiring Contributor
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Message 9 of 17

Re: Slow BT Infinity 1 service in the evening

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I guess I will just have to be patient then but so far I am not impressed with this "super fast fibre" service. 

 

Can you explain what the difference is between "connection speed" and "download speed" ? 

 

I have just checked on the BT website to see what service I could "in theory" upgrade to . 

 

Strangely I am being told that I could get Fibre broadband 72Mb-80Mb Estimated download speed range. 

What I find interesting is that it also goes on to say that the minimum speed guarantee is 66Mb 

 

I am sure that if I did upgrade that there is no way I would get 66mb !!!

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Sage
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Message 10 of 17

Re: Slow BT Infinity 1 service in the evening

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A mod should be along tomorrow to possibly give you a time frame for a resolution.

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