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Aspiring Contributor
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Message 1 of 12

Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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Hi everyone,

 

So I was on Infinity 1 for the past year and I just upgraded to Infinity 2 on 12/4/17. My problem however, is that my speeds are the exact same as before and I'm still getting around 42Mbps Down and 9.5Mbps Up.

 

There seems to be quite a few people on here who've faced the same problem but I've not been able to get much done.
I contacted their support and all they offered was an engineer visit, with a potential £129.99 fee!

 

From the Availability Checker it says I should be able to get 74Mbps. So is the problem just that the Infinity 1 speed cap wasn't removed?

 

Or is being on Infinity 2 pointless for me and I should just move back to Infinity 1?

 

I've added screenshots and thanks for your help.

1.jpg

 

 

2.jpg

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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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@butter30 Which BT Home hub do you have?

 

You will only get a faster speed if your line will support it.

 

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Aspiring Contributor
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Message 3 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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HomeHub5

 

Yeah, I suspected that the issue was the line. 

 

I just thought that since I'm already getting 42Mbps that upgrading to Infinity 2 should at least yield some extra speed.

Doesn't help that the retention guy was telling me how I would definitely get the speed upgrade!!

 

 

Added some stats if that helps

3.jpg

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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@butter30

It may be the line, or it could be the way you have things connected at your end which is restricting the connection speed, so you need to check that first, as your line is in the range B impacted, which means there is something wrong.

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

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Aspiring Contributor
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Message 5 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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It's the first one, with the line across it

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Distinguished Sage
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Message 6 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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If you remove the bottom section, you will see another socket behind.

 

With the home hub, came a couple of microfilters. Plug one of those into that hidden socket, and then plug the home hub and your phone into the microfilter.

 

Like this

test_socket.jpg

 

If you have any extension sockets, then they should be totally dead when the bottom section is removed, as they should be wired to the back of that bottom section. If they are not, then there is a problem with your extension wiring.

 

Once you have done this, can you please post the connection information from the home hub again.

 

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Aspiring Contributor
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Message 7 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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So I did all that and I've added a screenshot

 

I got a bit curious and ran a speedtest using the test socket and managed to get 60Mbps Down and 18Mbps Up! Massive speed bump!

 

Do you know what's actually wrong here and how I can fix it?

 

 

If it's somehow relevant, when I first got Fibre Optic I never had an engineer around change my socket faceplate.

 

 

4.jpg

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Distinguished Sage
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Message 8 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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@butter30

That is an improvement Smiley Happy

 

You have found the problem, its an easy fix, you just need to fit a filtered faceplate.

 

LINDY VDSL2 Microfilter Faceplate

LINDY VDSL2 Microfilter Faceplate

 

The wires that are connected to the back of your existing bottom section (extensions), are simply moved over to the back of the Lindy faceplate.

 

lindy rear.jpg

 

No microfilters are needed.

 

If you do not even use the extensions, they can simply be left disconnected.

 

You can keep on using the test socket for now, until you fit the faceplate.

 

Infinity is self install, so no visits are made.

 

 

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Aspiring Contributor
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Message 9 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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Thanks a million Keith!

 

I'll try this out and report back with the results 🙂

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Distinguished Sage
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Message 10 of 12

Re: Upgraded from Infinity 1 to Infinity 2 - Speed unchanged!

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@butter30 wrote:

Thanks a million Keith!

 

I'll try this out and report back with the results 🙂


That is the purpose of this user forum, you will find lots of help and advice here Smiley Happy

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