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leeannipants
Aspiring Contributor
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Message 1 of 31

WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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OK, so when I became a Infinity fibre 1 customer in December 2016.  I could get BT sports in 4K, could have up to 6 devices using wifi at the same time and had not one issue with anything.  So I decided to cancel my BT(last week)as I have Sky now(only becasue the £33pm for Sky Sports with BT was very steep imo).  Anyway I digress. Fast forward to today when I am getting 37mb and constant buffering and glitching on xbox live.  Last year I was getting speeds of up to almost 50mb and yet today I was told I could only get speeds of upto 40mb with an ethernet connection and couldn't get BT sports in 4k.  Well that is nonsence as I had it for over a year without so much as hiccup.  Something has changed and BT are trying to play me off.  What the hell is going on? As soon as I cancel BT TV my internet is awful.  Coincidence? Nothing has changed at all in the house.  

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Message 2 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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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/

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If you have tried connecting to the master socket test socket and your problem is still there it would indicate that if there is a line fault it is not with your side of the master socket and you would not be liable for an engineer call out fee.

When you use the test socket make sure that any telephone extensions you have are "dead". There should be no dial tone at any of your extensions. If they have a dial tone it means you have star wiring and that is not good for Infinity.

leeannipants
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Message 3 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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I have a macbook pro so the ethernet cable won't fit.  Is there anything else I can do.  My next door neighbours are getting speeds way faster than mine.  I just don't understand how everything was running perfectly fine up untill I cancelled BT TV.  I only just renewed my brodband with BT as I was really happy with my service.  Regretting it now. Screen Shot 2018-01-16 at 12.11.38.pngScreen Shot 2018-01-16 at 12.09.43.png

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Distinguished Sage
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Message 4 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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can you post stats from your hub as requested by @john46



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leeannipants
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Message 5 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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Screen Shot 2018-01-16 at 13.53.26.pngScreen Shot 2018-01-16 at 13.54.30.pngScreen Shot 2018-01-16 at 13.54.45.png

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Distinguished Guru
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Message 6 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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Try connecting to the test socket with a filter. Whilst there conduct a quiet line test 17070 option 2. Best with corded phone. Any noise report a line fault on 151, do not mention broadband.

 

Then check any extentions you have have no dial tone.

 

Finally repost stats.

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Distinguished Sage
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Message 7 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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With a nice round number data rate of 10/40 it looks like you are on the "old" Infinity 1 profile of 10/40. This might have happened accidentally when your Broadband package changed.

conrad
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Message 8 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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Have you recontracted at all recently , and inadvertently asked for Infinity 1 as that is now marketed as a 40/10 product and has a 30GB monthly usage allowance.

 

You should have asked for the unlimited infinity package with up to 52Mb( which is the old infinity 1 package rebranded). This won't have been your fault but the speeds should have been made clear to you.

leeannipants
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Message 9 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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Yes, my offer had expired and my price was due to increase.  I said I'd leave and go with another supplier but was offered my existing deal at the same price.  That would defo make sense. I was losing my marbles because I had 4k bt Sport last year with no issues. Nobody mentioned any change in speeds etc. How do I go about sorting this? Customer services? .....and Thank you.

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Distinguished Sage
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Message 10 of 31

Re: WHAT HAS HAPPENED TO MY FIBRE BROADBAND SPEED??

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phone options team 0800800030



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