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ssnjimb
Beginner
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Message 1 of 21

on infinity 1, but line service type never upgraded

Hello

 

Iam in a dilemma here,

 

I have bt infinity 1 fibre,

 

Iam having speed issues and i just found out why.

 

Bt never upgraded my service line type back from when i had adsl.

 

So techniclly bt have mis sold me infinity fibre and have been fobbing us off.

 

Iam at a loss as of what to do

 

James Stephenson

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Distinguished Sage
Distinguished Sage
434 Views
Message 2 of 21

Re: on infinity 1, but line service type never upgraded

What leads you to that conclusion?

 

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/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

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

Can you use this speed tester then 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/

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ssnjimb
Beginner
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Message 3 of 21

Re: on infinity 1, but line service type never upgraded

Hi

 

The engineer told me and as did the customer complaints team.

 

There is to be an internal investigation

 

James

 

Screenshot 2016-12-10 20.29.17.pngScreenshot 2016-12-10 20.33.26.png

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Distinguished Sage
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Message 4 of 21

Re: on infinity 1, but line service type never upgraded

There is nothing wrong with your Infinity connection what is the actual problem you have ???
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ssnjimb
Beginner
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Message 5 of 21

Re: on infinity 1, but line service type never upgraded

If you read the original post.

 

Iam on an adsl line profile still and not a bt infinity line profile.

 

James

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Distinguished Sage
Distinguished Sage
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Message 6 of 21

Re: on infinity 1, but line service type never upgraded

No you're not, you're on Infinity. Post the stats from your hub as requested.

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Distinguished Sage
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Message 7 of 21

Re: on infinity 1, but line service type never upgraded

you are on an infinity 1 profile other wise you would not be getting the upload speed you are and also infinity 1 IP Profile is 10Mbps which the speedtest is showing
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ssnjimb
Beginner
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Message 8 of 21

Re: on infinity 1, but line service type never upgraded

Then the engineer from openreach and the complaints handling team are not telling the truth ?

 

Screenshot 2016-12-10 20.47.52.png

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Distinguished Sage
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Message 9 of 21

Re: on infinity 1, but line service type never upgraded

the hub stats also show you are on infinity 1 you have no problems
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Distinguished Sage
Distinguished Sage
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Message 10 of 21

Re: on infinity 1, but line service type never upgraded

Line 24 is the clue, G993.2 is VDSL aka Infinity

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