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cowboyken2002
Aspiring Contributor
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Message 1 of 16

Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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I have had Infinity 1 for 2 years now on the "upto 38Mb" and have had constant 34Mb and been happy. However last month as my contract was due to expire they offered me an upgrade to Infinity 2 with a guaranteed 48 Mb minimum. But for 2 weeks my speed remained unchanged. I complained they told me it was a line fault and arranged an engineer visit. 2 days prior to the visit they called me to tell me it was a network fault and would be fixed within a few days and cnacelled my engineer. One week later I called them to complain that my speed still hadn't increased and they told me it was a line fault and arranged an engineer visit!  He came last week and said there was nothing wrong with my line, he confirmed at the box in the street that I was on an 80Mb line and he reset my line. That resulted in my speed increasing to about 42mb. I ran a test on the BT wholesale web page with the following result:

 

Download speed 44.3Mbps, upoad speed 10.99Mbps.

 

Interestingly it states that my IP profile for my line is 45.11Mbps. If I'm right does this need to be much higher?

 

Line 6/7 on my Home Hub Manager Helpdesk is as follows:

 

6. Data rate:13330 / 44852
7. Maximum data rate:13349 / 44947

 

I have remonstrated with them again and they have now arranged another visit from a special engineer (their words not mine) which means I now have to wait till Friday again!!

 

Someone please help.

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Distinguished Sage
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Message 2 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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Infinity 1 is now up to 52Mbps so there would appear to be no point in you "upgrading" to Infinity 2, particularly if your line has only a guaranteed 48Mbps.

 

There is no such thing as an 80Mbps line. All the lines are the same.  Lines have a software cap if you are on Infinity 1 to stop you getting over 52Mbps if your line could support that. 

 

Can you run this checker and 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

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

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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cowboyken2002
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Message 3 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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The 48Mb was a guaranteed minimum speed I'm hoping for more. But also they would offer me a decent deal on Infinity 1 so Infinity 2 was cheaper.

 

 

 I think they still have me on an Infinity 1 profile and I have tried to explain that to them but they just keep sending engineers whio find nothing.

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cowboyken2002
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Message 4 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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cowboyken2002
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Message 5 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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1. Product name:BT Home Hub
2. Serial number:+068543+NQ43150533
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 06/07/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 04:59:40
6. Data rate:13330 / 44852
7. Maximum data rate:13341 / 44959
8. Noise margin:6.0 / 6.4
9. Line attenuation:21.3 / 16.7
10. Signal attenuation:21.2 / 16.7
11. Data sent/received:84.9 MB / 476.1 MB
12. Broadband username:bthomehub@btbroadband.com
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cowboyken2002
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Message 6 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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1. Best Effort Test: -provides background information.

 Download Speed
 42.06 Mbps
  
0 Mbps43.41 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 42.06 Mbps
 For your connection, the acceptable range of speedsis 30.39 Mbps-43.41 Mbps .
 Additional Information:
 IP Profile for your line is - 43.41 Mbps


2. Upstream Test: -provides background information.

 Upload Speed
 8.37 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 8.37Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps
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Distinguished Sage
Distinguished Sage
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Message 7 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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Have you tried connecting to the master socket test socket to eliminate any problems with your internal wiring. 

 

How far is your property from the fibre cabinet?

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cowboyken2002
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Message 8 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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No I haven't connected to the master socket, but the engineer did and said all was well with the line, he was getting about 50Mbps. He was also the one that said I wasn't on a 40 Meg lines but was definetly on an 80 meg line.

 

Don't have a distance but it's about a 2min walk, literally bottom of street, round the corner and about 100metres along

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Distinguished Sage
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Message 9 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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You are definitely on Infinity 2, your Upstream IP profile is 20Mbps and your Upstream data rate is 13M.

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cowboyken2002
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Message 10 of 16

Re: Upgrade to Infinity 2 doesn't seem to have worked. BT doing nothing!!

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So why am I not getting at least the minimum 48 Mbps? The told me my line was capable of Infinity 2.

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