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Aspiring Contributor
shaunmc
Posts: 10
Registered: ‎18-05-2012
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Accepted Solution

Bt Infinity problem

My problems pritty much the same as most peoples on this forum bt sent out stuff for infinity and I waited on the engineer to come  out ( taking a day off when ive just started my new job). The engineer comes out and starts to set it up, then he discovers we have home hub 2 from our previous broadband with them and not 3 so he sais he has one in the van and goes and sets it up and it doesnt work. He sais to wait a few hours and it might work and if it doesnt to phone bt and get them to send one out. I asked him to phone his suppervisour for me and he reffused. So I  waited a few hours and nothing worked so I phoned up and they sais theyd send out  a home hub 3 and it took  5 days to get it. I finaly set it up and it worked but the speed was at 7 mb/s and hasnt changed past the 10 days that they say to wait. So I phoned bt and they done line tests on the line and I was told they would phone back which they didn't. After the time bt said theyd phone back I got an increased speed to about 15mb/s but its only sometimes most of the time its around 7-12 mb/s. Im sick of phoning and getting someone who cant understand a word I say because I have a thick scottish accent but it shouldnt be a problem to a brittish company as I work in England and everyone I work with can understand but bt customers services cant be based in the uk at all because I find myself repeating everything I say on the phone to them 5 and 6 times and even then I dont think they understand.  Can anyone advise me of what I can do about this problem of my internet speed ?

Sage
Keith_Beddoe
Posts: 23,038
Registered: ‎27-01-2010
0

Re: Bt Infinity problem

Are you sure its Infinity, as the speed seems a bit slow.

 

Does your setup look like this?

Typical fibre-based broadband connection

There are some useful help pages here, for BT Broadband customers only, on my personal website.

BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Aspiring Contributor
shaunmc
Posts: 10
Registered: ‎18-05-2012
0

Re: Bt Infinity problem

It's definitely infinity option 2 and it looks something like that but the white box had been attached to the wall bye the engineer. Anytime I phone they never have a clue its brutal Im out of ideas thinking of just canceling it as Im  not paying for a service Im not getting.

Sage
john46
Posts: 41,553
Registered: ‎21-06-2010
0

Re: Bt Infinity problem

have you tried restarting the openreach modem (the white box and then rechecking your speed using the BT speedtester not the beta version also make sure you do the speedtest with your pc connected to the home hub with an ethernet connection the speed test must not be done with a wireless connection and post back the results including your IP Profile
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Distinguished Expert
pippincp
Posts: 3,314
Registered: ‎02-03-2011
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Re: Bt Infinity problem

Disable AV software whilst testing as well.

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Cabinet comissioning process.


Get your IP Profile by running this speedtest (then Further Diagnostics) .

[url=http://valid.canardpc.com/2640296][img]htt//valid.canardpc.com/cache/banner/2640296.png[/img][/url]

Get your IP Profile by running this speedtest (then Further Diagnostics) speedtest.

[url=http://valid.canardpc.com/2640296][img]http://valid.canardpc.com/cache/banner/2640296.png[/img][/url]
Aspiring Contributor
shaunmc
Posts: 10
Registered: ‎18-05-2012
0

Re: Bt Infinity problem

I restarted it earlier and nothings changed is the images below the right tests ?

 

 

 

 

 

test.jpg

 

2.jpg

Aspiring Contributor
shaunmc
Posts: 10
Registered: ‎18-05-2012
0

Re: Bt Infinity problem

another problem is when i orderd this I was told the estimate speed was 78mb/s they way there speed tests are making out is the fastest I could possibly ever reach is 48.53mb/s ano an estimate isnt exact but thats way off and not on

Sage
john46
Posts: 41,553
Registered: ‎21-06-2010
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Re: Bt Infinity problem

are you doing the speedtest wired or wireless
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Aspiring Contributor
shaunmc
Posts: 10
Registered: ‎18-05-2012
0

Re: Bt Infinity problem

The speed test was done wired. This is the same connection speed I got with my old bt broadband. Ive got virgin fibre optics in my other flat and its always been the exact speed they told me it would be from when I booked it.

 

Another thing is the home hub 3 wireless connection is the worst. I can have my pc sitting next to the home hub with wireless connected and I get 50% signal ( I checked it wasnt the wireless adaptor I had bye changing it with another one but that was the same) do you or anyone else know if I buy a wireless hub from pc world or somewhere else and put it on insteed of the bt home hub 3 will it work ? Im sick of getting treated this way all I want is what im paying for, bt's service is atrocious. There quick enougth to send the bill out but not quick enougth to supply the service there charging for.

Sage
john46
Posts: 41,553
Registered: ‎21-06-2010
0

Re: Bt Infinity problem

it will have to be a cable modem normal adsl modems will not work
with your speed problem i suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved
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