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chaser2001
Aspiring Contributor
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Message 1 of 21

Upgraded to Infinity 2 but limited to Infinity 1 speed

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Hi,

 

 

I recently moved house, and took my BT Infinity contract from my old property to the new property. I was told that the new property could achieve speeds up to the 80mbps, so I upgraded from Infinity 1 to Infinity 2 at the same time.

 

To complicate matters, my homehub 5 router was broken in a recent forced firmware upgrade :(. I'll address that issue in another thread!

 

So instead of the homehub, I'm currently using a Draytek 2860Vac in my new property. The Draytek router is reporting the following:

 

Line Statistics

                   Downstream      Upstream 
Actual Rate        55000 Kbps      9995 Kbps
Attainable Rate    71953 Kbps      22712 Kbps

I believe the information above indicates that the new line is set up for Infinity 1, even though I'm paying for Infinity 2.

 

How can I get this confirmed / fixed. I'm getting absolutely nowhere with telephone support. Just keep getting told that 80mbps means upto 80 and that there's nothing wrong with my line 😞

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Distinguished Sage
Distinguished Sage
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Message 2 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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It would appear that you are on Infinity 1 and not Infinity 2.

 

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. They are very busy at present so once you have replied to them by the link, it can take over 48 hours for them to re-contact you.


chaser2001
Aspiring Contributor
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Message 3 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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Thanks for your help.

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Moderator
Moderator
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Message 4 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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Hi @chaser2001 and welcome.

 

It looks like @gg30340 is correct here. We'll need to take a closer look at this so please drop me over an email with your details. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

chaser2001
Aspiring Contributor
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Message 5 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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Thank you @DavidM. That's me sent you my details.

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chaser2001
Aspiring Contributor
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Message 6 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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With excellent support from the forum moderators here (thank you, @NeilO?), I now have the Infinity 2 speeds that I pay for. A new internal order had to be placed to correctly upgrade my line from Infinity 1 to Infinity 2.

 

I'm not getting the full 80kbps download, but I think that's maybe down to the internal wiring in my property. I'll check back at the master socket when I get an opportunity. Router is now reporting the following:

 

Line Statistics

Downstream Upstream Actual Rate 67082 Kbps 20000 Kbps Attainable Rate 66692 Kbps 24060 Kbps

I'm convinced that I would never have got this sorted with telephone support. I was just hitting my head off a brick wall!

 

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Moderator
Moderator
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Message 7 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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Hi @chaser2001,

 

Thank you for posting back. I'm happy to hear that @NeilO was able to help. I hope you enjoy the extra speeds Smiley Wink

 

Thanks

 

PaddyB

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chaser2001
Aspiring Contributor
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Message 8 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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That's me sorted out my internal wiring now, and I'm now seeing very respectable speeds on my Draytek router. Verified with FAST.com. Not sure how actual can be better than attainable, but I'm not complaining:

 

Line Statistics
     	
                  Downstream      Upstream                
Actual Rate	  76684	Kbps	  20000	Kbps
Attainable Rate	  75275	Kbps	  24045	Kbps

@NeilO - I'm about to reset and plug in my HH5A in place of the Draytek, and I'll leave it like that until some point on Friday. Hopefully that'll give you enough time to get the logs off the router.

 

Edit: Just in case you can't access the router (and I doubt you'll be able to), I've been able to grab a log between reboots. This was just the first page. By the time I tried loading the second page, the router was rebooting again:

 

01:00:30, 11 Apr.	( 30.410000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.880000) System start 
01:00:30, 11 Apr.	( 30.720000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.970000) System start 
01:00:29, 11 Apr.	( 29.750000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.950000) System start 
01:00:15, 11 Apr.	( 15.940000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.510000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.920000) System start 
01:00:15, 11 Apr.	( 15.920000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.570000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.900000) System start 
01:00:15, 11 Apr.	( 15.900000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.700000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.850000) System start 
01:00:15, 11 Apr.	( 15.850000) Boot reason: watchdog reset (cause: 0x0)
01:01:22, 11 Apr.	( 82.700000) PTM over DSL is up
01:00:32, 11 Apr.	( 32.260000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.970000) System start 
01:00:15, 11 Apr.	( 15.970000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.960000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.920000) System start 
01:00:15, 11 Apr.	( 15.920000) Boot reason: watchdog reset (cause: 0x0)
01:00:32, 11 Apr.	( 32.430000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.930000) System start 
01:00:15, 11 Apr.	( 15.930000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.810000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.910000) System start 
01:00:15, 11 Apr.	( 15.910000) Boot reason: watchdog reset (cause: 0x0)
01:00:32, 11 Apr.	( 32.250000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.840000) System start 
01:00:15, 11 Apr.	( 15.840000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.680000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.960000) System start 
01:00:15, 11 Apr.	( 15.960000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.530000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.950000) System start 
01:00:15, 11 Apr.	( 15.950000) Boot reason: watchdog reset (cause: 0x0)
01:00:28, 11 Apr.	( 28.540000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.910000) System start 
01:00:15, 11 Apr.	( 15.910000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.960000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.890000) System start 
01:00:15, 11 Apr.	( 15.890000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.660000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.830000) System start 
01:00:15, 11 Apr.	( 15.830000) Boot reason: watchdog reset (cause: 0x0)
01:00:28, 11 Apr.	( 28.700000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.940000) System start 
01:00:15, 11 Apr.	( 15.930000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.800000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.900000) System start 
01:00:15, 11 Apr.	( 15.900000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.640000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.880000) System start 
01:00:15, 11 Apr.	( 15.880000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.500000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.880000) System start 
01:00:15, 11 Apr.	( 15.880000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.340000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.840000) System start 
01:00:15, 11 Apr.	( 15.840000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.770000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.930000) System start 
01:00:15, 11 Apr.	( 15.930000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.470000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.890000) System start 
01:00:15, 11 Apr.	( 15.890000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.830000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.890000) System start 
01:00:15, 11 Apr.	( 15.890000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.690000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.860000) System start 
01:00:15, 11 Apr.	( 15.860000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.500000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.880000) System start 
01:00:15, 11 Apr.	( 15.870000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.720000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.930000) System start 
01:00:15, 11 Apr.	( 15.920000) Boot reason: watchdog reset (cause: 0x0)
01:00:28, 11 Apr.	( 28.920000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.920000) System start 
01:00:15, 11 Apr.	( 15.920000) Boot reason: watchdog reset (cause: 0x0)
01:00:29, 11 Apr.	( 29.790000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.880000) System start 
01:00:15, 11 Apr.	( 15.880000) Boot reason: watchdog reset (cause: 0x0)
01:00:28, 11 Apr.	( 28.490000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.860000) System start 
01:00:15, 11 Apr.	( 15.860000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.350000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.870000) System start 
01:00:15, 11 Apr.	( 15.870000) Boot reason: watchdog reset (cause: 0x0)
01:00:28, 11 Apr.	( 28.470000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.800000) System start 
01:00:15, 11 Apr.	( 15.800000) Boot reason: watchdog reset (cause: 0x0)
01:00:30, 11 Apr.	( 30.410000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.940000) System start 
01:00:15, 11 Apr.	( 15.940000) Boot reason: watchdog reset (cause: 0x0)
01:00:28, 11 Apr.	( 28.820000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)
01:00:15, 11 Apr.	( 15.900000) System start 
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Distinguished Sage
Distinguished Sage
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Message 9 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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@chaser2001 wrote:

That's me sorted out my internal wiring now, and I'm now seeing very respectable speeds on my Draytek router. Verified with FAST.com. Not sure how actual can be better than attainable, but I'm not complaining:

 

Line Statistics
     	
                  Downstream      Upstream                
Actual Rate	  76684	Kbps	  20000	Kbps
Attainable Rate	  75275	Kbps	  24045	Kbps

 


Because sync rate will vary with line conditions, if you sync at at a time when conditions are good your sync rate will be higher than the current attainable if the line conditions have subsequently deteriorated. Your attainable rate will fluctuate with line conditions, but once synced, your actual will remain constant.

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Moderator
Moderator
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Message 10 of 21

Re: Upgraded to Infinity 2 but limited to Infinity 1 speed

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@chaser2001 thanks for doing that, I've let the Hub team know it's connected again and they'll take a look.

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