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raccoons
Contributor
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Message 1 of 54

Vry swlow infinity 2 speeds in the evening

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Hello 🙂

I thought I would post my issue on here because it has really helped in the past.

I contacted BT on the 06/07 to report a problem with my infinity 2 download speeds. Spoke with a really nice guy who was into gaming as much as I am 😄

I told him that my download speed has drastically droped from my usal 65Mbps to only 3Mbps. The upload is fine. My download speed has been a constant 65Mbps for many years
and this is the first time I have had issuse since upgrading to fibre.

I explained that this occurs on my ethernet connected pc and on all other devices in the property.

The router is connected to the master socket.

I have reset the router to factory settings, changed all the cables and have tried another router but still get the same results.

We ran a speed test using the BT Wholesale tester and uploaded the results to the server, and agreed there is a fault needing to be fixed.

I have ran some tests on the BT Wholesale site at diferent times.

At 6:30 am the speed seem to be fine at around 65Mbps

But by 8:00 am it has already dropped to 15Mbps.

At 18:00 it has dropped futher to 4Mbps

By 10pm it is down as low as 2.80Mbps

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At 18:00 it has dropped futher to 4Mbps

By 10pm it is down as low as 2.80Mbps

This seems to be the pattern everyday.

Unfortunatly the problem still persists and I contacted BT again, They have scheduled an engineer apointment fo the 11th but I'm sure it's a capasity isssue at the exchange at LLANBEDROD cabinet 5.

I would be very grateful if you could look into the matter for me.

Thank you.

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raccoons
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Message 2 of 54

Re: Vry swlow infinity 2 speeds in the evening

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exchange should be LLANBEDROG cabinet 5, sorry typo 🙂

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Moderator
Moderator
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Message 3 of 54

Re: Vry swlow infinity 2 speeds in the evening

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Hi @raccoons

Welcome and thanks for your post!

Sorry for the problems you're having with your broadband speed during peak times.  I have checked your exchange for any known issues but nothing obvious stands out.

We will need your details to see exactly where your connection goes and we'll be able to see for certain then if there are any congestion issues.  Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

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raccoons
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Message 4 of 54

Re: Vry swlow infinity 2 speeds in the evening

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Hi  RobbieMac thank you for getting back to me. I will send you my details now 🙂

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Moderator
Moderator
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Message 5 of 54

Re: Vry swlow infinity 2 speeds in the evening

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Thanks @raccoons Smiley Happy

Just bear with us when you send us over your details as it will take a few days to pick up your case but we'll get you sorted when we do.

Cheers,

Robbie

raccoons
Contributor
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Message 6 of 54

Re: Vry swlow infinity 2 speeds in the evening

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OK. Seems my apointment with the engineer has been cancelled.

The thing with my account is that the wrong address keeps poping up for the intalation address.

This has been an issue for years on my account. All my mail in the past, new routers or an engineer visit always get sent to the this really nice old womans house down the road.

Over the years they have tried to fix it but always fail. Even had my account built back up from scratch and it still popped up.

Because of this wrong address issue they thought it better to cancel the apointmeant.  They have got in conntact with Openreach, asked for the address to be changed (this has not worked in the past) and they are going to call me back on Friday to rebook the engineers visit with the address updated.

The thing is now if the address can not be updated I'm still stuck with a bradband fault that has my speeds down to 3Mbps in the evenings.

CJT80
Expert
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Message 7 of 54

Re: Vry swlow infinity 2 speeds in the evening

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@raccoons

If the team you spoke to cannot sort the address issue out, the Forum Moderators can. 

They will be in touch with you directly as soon as your details reach the top of their queue. 

They are ALL UK based, and very very helpful. Smiley Happy

Kind Regards
CJT80
Say thanks by clicking the Thumbs Up icon. Have I resolved your issue? Click "Mark As Accepted Solution"
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Moderator
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Message 8 of 54

Re: Vry swlow infinity 2 speeds in the evening

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Hi @raccoons Sorry that appointment was cancelled. 

I've checked and we have your details in the queue and will be in touch soon. If the request to change the address has already been sent to Openreach we will keep an eye on the case to ensure it is corrected. 

Cheers
John

raccoons
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Message 9 of 54

Re: Vry swlow infinity 2 speeds in the evening

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Thank you I really appriciate you keeping an eye on it for me. I think that's what I wanted to hear more than anything, that someone is keeping an eye on the sittuation. So scared of the issue getting lost in limbo land and going round in circles.

If worse comes to worse I'll do what i did last time I had an engineer out to update to fibre. I left a note on the wrong addresses gate and he saw it and came to the correct address ;D

But like I said, thank you for keeping an eye on it for me. More than fixing my address I just want my infinity 2 back to normal at 6am it's fime but by the evening it's down to 3Mbps and downloading work related files is outh the question.

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jonh87
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Message 10 of 54

Re: Vry swlow infinity 2 speeds in the evening

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I dont live anywhere near you but I have a very similar problem to you On infinity 1 No problems until Friday afternoon when everything slowed down. Did a BT speed check Friday night and diagnostics  and around 2mb/s .All weekend it was below 7and often under 2mb/s  Did another diagnosic exercise Sunday evening still very low speed

Monday morning.from 8 until noon it was up to 28 and then dropped right down to under 2 during the day . Had live chat with BT who eventually  said problem was outside my house .

This morning speed was nearly 40 but dropped during day to under 2again .Have had text messages from BT that problem is in house and to do various tests and test through test socket etc and then this evening a call from BT where we went through changing channel frequences etc . Then get text telling me service is back to normal ,currently getting under 2mb/s Upload speed is fine and always about the same . But service is definitely not back to normal.

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