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janeh52
Aspiring Contributor
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Message 1 of 23

Slowest ever BT Infinity?

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I switched over to BT Infinity just under a fortnight ago in the expectation of getting a better performance than the 5.5 Mbps I was getting on ADSL.  I wasn't expecting much - BT's promise was "up to 14 Mbps" download because of our distance from the exchange  - I hoped to get to at least 10. However, the speed seems to have been dropping steadily since the 6.4Mbps recorded by the engineer immediately after connection. This morning, using BT's own speed checker, it is just 2.9Mbps, which is terribly. BT's own speed checker says this is "good" (sic)and no service faults in the area. What come-back do I have as this is clearly not fit for purpose?

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Distinguished Sage
Distinguished Sage
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Message 2 of 23

Re: Slowest ever BT Infinity?

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post stats from your hh6  advanced settings then technical log information

enter phone number and post results  https://www.btwholesale.com/includes/adsl/main.html   remember delete number

run btspeedtester and then diagnostic test and post results  must be done wired and preferably with IE/Edge http://www.speedtest.btwholesale.com/

are you using test socket with a filter  to see if that improves your conenction

try dialling 17070 option 2  should be quiet and best with corded phone



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janeh52
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Message 3 of 23

Re: Slowest ever BT Infinity?

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Line is quiet. Filter already applied to socket. Can't find how to upload technical report from hub to BT Wholesale webpage - no facility to do this apparent

HH6 technical diagnostic says "Data rate: 960Kbps/3.07Mbps" 

"Maximum data rate 960/3497"

"Noise margin 6db/8.4db"

Any other ideas?

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Distinguished Sage
Distinguished Sage
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Message 4 of 23

Re: Slowest ever BT Infinity?

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this explains about image https://community.bt.com/t5/help/faqpage/faq-category-id/images#images

I appreciate you may have a filtered faceplate but your best connection is to try test socket with a filter to see if by eliminating your internal wiring and faceplate you connection improves

you need to post the full stats from hub and dslchecker



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janeh52
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Message 5 of 23

Re: Slowest ever BT Infinity?

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Thank you Distinguished Sage for trying to help.

Unfortunately I don't have a modern test socket that will allow me to do as you suggest. However, on basis of recent engineer visit three weeks ago I don't think it's our internal wiring that's the main problem (even though upgrading it would doubtless improve things at the margin). I fear it was the decision to switch from EOL to Infinity in the first place, given length of copper wire from the (new) exchange.

So, jumping ahead on basis that my worst case verdict proves correct, how on earth could I get BT to reverse the switch and put us back on EOL and ADSL? This is not something I'd even contemplate doing through the horror of BT's Indian call centres - even if I did have a spare couple of days in my life to attempt it!

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Distinguished Sage
Distinguished Sage
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Message 6 of 23

Re: Slowest ever BT Infinity?

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what type of phone socket do you have?  like any of these

fibre SSFP.jpgLJU_front.jpgmaster socket nte5.jpgoriginal.jpg

really need more stats to see if anything can be suggested to improve your conenction



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janeh52
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Message 7 of 23

Re: Slowest ever BT Infinity?

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Thank you Distinguished Sage for keeping going with this... the socket is the big one in the middle of your picture, the most primitive kind.

However, to complicate matters it turns out this is not a "master socket". Excellent Openreach engineer (and I don't often praise them!) found the master thingummy under a plate, not a socket as such, in an attic room, from whence he tested line with exchange etc.. He did not think, to be honest, that getting everything rewired by a BT engineer would make a major difference, and (after all) we were getting better speeds with our old EOL/ADSL line ( usually 5.5, but up to 7.7 at best).

I would be loath to spend more £hundreds on rewiring when the problem is most likely elsewhere.

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Distinguished Sage
Distinguished Sage
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Message 8 of 23

Re: Slowest ever BT Infinity?

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using an extension sockets is certainly not helping your connection and could easily be cause of lower than expected speeds  do you have other extension sockets in other rooms?

are you able to post information after entering phone number in dslchecker following link I posted initially?



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janeh52
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Message 9 of 23

Re: Slowest ever BT Infinity?

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Thank you for your latest message.

I wanted to post results but thnk I must be being dense here. The  page https://www.btwholesale.com/includes/adsl/main.htm appears to be dead - getting error 404 or BT message saying Sorry We Can't Find That Page.

Trying your patience now, I fear, but could you please explain once again how I post the results from my HH6 diagnostic and from using the BT speed cheker?

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Sage
Sage
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Message 10 of 23

Re: Slowest ever BT Infinity?

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When you reply click on the arrowed photos button, browse you the image on your device and click select file. Then click Done.

 

2018-07-11 14_54_38-Reply to Message - BT Community.png