BT Infinity - speed, lack of

Hello
I am new to the forum but have read online that the forum can be helpful for getting problems resolved.
I have BT Infinity broadband installed about 5 months ago. Initially it was working fine and the speed was great. For the last two months I have been getting between 0.3 and 0.5mps download speeds. We have one computer, wired. We use it primaily to watch iPlayer and this is now impossible,
My husband and I have wasted hours of our lives contacting the off-shore call centres. We have had two engineers round, the first was here for 2.5 hours and did not fix the problem, the second yanked out the internet connection while I was working from home before I could get to my laptop and secure my work, he did not fix the problem either. I have been told that my IP address has been repointed, no change.
My husband has logged formal complaints, requested call backs, requested to speak to managers, requested to cancel the contract but nothing.
We are not getting anywhere near the service we are paying for and are totally powerless to do anything to get this resolved.
Any suggestions?

Hi BahamaMama
I have just sent you an email update, I have taken the speed test results you have provided for me and forwarded them for further investigation. Once I have an update for you I will be back in touch.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Similar Messages

I have been promised BT Infinity speeds over Coppe...

On 31/10 I went to BT website, entered my postcode to see what services I could get and ordered BT Infinity 2 (with £125 sainsbury voucher offer). upto 78mb speed Yay!
Was given an installation date of 11/11 with activation within 24hrs.
On the 4/11 I got a text saying the order was on hold as they were trying to contact the previous line owner,
who had moved out on the 31st, having sold the house to me.
I phoned BT and explained to them that the previous owner no longer lived there, and that they had disconnected the telephone line anyway. I was assured the order would progress and the hub would be delivered on the 11/11.
Came home on 11/11 expecting to find a parcel with the hub, but nothing so left it till the next eve and still nothing.
Phoned again and told that the order management team would give me a call back in the next 24hrs.
On the 13/11 (eve) I got a phone call from order management team telling me my service would be connected on the 19/11.
I said this was unacceptable & in breach of agreed contract, but they wouldnt budge.
Asked to speak to someone higher up and passed to another lady, who kept calling me Colin. (my surname is Collins).
She said they were still waiting to talk to the previous line owner to take it over, so i repeated that the line was dead and the owner had moved out 13 days earlier.
Again, i asked to speak to someone higher up and was promised that the service would be set up today (14/11) and activated on Monday. I asked about the Hub and was told this would be delivered 'next week'.
By this time I was so frustrated I contemplated cancelling the whole order and seeing what other ISPs were in the area.
To my shock, I found the fastest speed available to the village I leave in was 17mb as there is no fibre optic!
I checked my BT order status this morning, to find that the BT home Hub 5 has been dispatched, so I phoned and asked to speak to their technical engineers to see how I can connect a LAN port to a copper telephone line!
I was passed yet again to the order management team, who told me my order had been cancelled as they couldn't provision a port at my local exchange, but the broadband team were preparing the connection for the 18/11.
I said I was not surprised as there is no fibre optic in the area. The lady suggested she ran a line check which I said was probably a good idea.
She came back and said there is no fibre optic to my address, only copper telephone line. Yay!! progress!
She said she will pass this info to the expert team and organise for an engineer to test the line and may require an engineer for installation.
She then promised that I would still get BT Infinity speed that I ordered, so i said can I have that in writing which she emailed me and texted me.
So lets see what happens next week. I am not holding my breath!

wilthewiz wrote:
Don't cancel, make them provide what they're contracted to provide
How could they do that if there's no fibre optic cable to his street cabinet?
Openreach manage the infrastructure, BT Wholesale sell the services to ISP's, BT Consumer is just one ISP.
My advice would be to cancel before the activation date if that is what you are considering. Once activated you are locked in to the contract and liable for early termination charges if you cancel within the contract minimum term (usually 18 months). You can officially complain but that can sometimes take months to get processed, and may not necessarily come out in your favour.

BT Infinity speed massively drops in th evening

is it normal for infinity speed to drop by over half in the evenings?
ive only been a BTI a few days, and my "daytime" speed on my mac wirelessly is about 34-36meg
yet in the eveningit drops to around 14 meg. i understand the "if the exchange is busy" nonsense but a 20MB drop?
thoughts?
JD.

FiXiT wrote:
Same here, had infinity installed on the 6th Oct , on the BT speed checker I was getting synced at just over 38 and 10 up, speed throughput was about 36\37 and up between 7\8. Yesterday the speed was about the same but after 5pm the download speed dropped to between 12 and 20, upload speed was still pretty good. The line is still synced at over 38 and 10 up so I would say the drop in speed is due to BT's traffic shaping and congestion in the evening?
Btw have you managed to see the usage meter yet on your account? because I havn't, still looking for answers.
Its there OK
Its log in to account at BTCOM
SCROLL down to MANAGE MY SERVICES
BROADBAND
VIEW YOUR BROADBAND USAGE
Some people seem to have problems if they have more than one account as it must be logged in to the correct one
But you probably knew all that
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Told by BT that I should accept the infinity speed...

After receiving a replacement homehub3 and then a contractor replacing the openreach "part" last year my speeds and drops were a thing of the past. I was contacted by BT after I made an enquiry when I read an article about an increase in the infinity speed..... He told me that it was good news that I can increase my infinity speed to 76mpbs down and approx 19-20 mpbs up, all I had to do was to commit to a new contract. Great news now an increase from approx 37mpbs to 76!
The past three days after several speed tests my speeds are around 41-44mpbs so I contacted BT, that was my mistake. I was taken through the test scenario and it was still coming back at about 55-59mpbs.
I was then told that I "should not have been getting the 72-74mpbs," and things like "are you sure?" I have been bragging about my 74mpbs to everyone for about a year now!
The young girl/lady on the line told me that I was only promised 64mpbs and I should be happy with these speed test results now of 54mpbs, my line has now been "split" and I am now "sharing"?? Oh and this time of day it is extremely busy on the internet?!
Sorry but I have done all the switch offs, resets, etc....I know what I had and it was approx 74mpbs for about a year, now a lot lower, so ideally I would like it back to where it was, if any moderator could look into this for me?

Basically what I was told, put up and shut up But I am taking notes and keeping all records.
I joined because tyhe latancy on gaming was amazing, now its pants, totally ruined my experiance with them, just look at my connection now, that green line was almost at the bottom, now its hitting the middle
What's slow about FTTC........DLM

Post Moved Infinity-speed

Post moved to infinity http://community.bt.com/t5/BT-Infinity/Infinity-speed/td-p/666668
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

I was going to put it in the Infinity forum but as there were other similarish ones here, and that my problem is reagrding a connection issue (my modem gets Inifinity just fine), I thought thought the connection issues forum would be the correct place.
Also as HH3 is not Infinity specific, I thought the problem was not necessarily Inifinity specific either
Even so, thanks for putting in the correct place.

Slow Infinity speed

I had BT Infinity (option 2) installed May 1st 2012. After waiting 10 days for speed to settle down, I checked my speed yesterday & today with the bt speedtester & speedtest.net & results are showing as an average 16 download & 4.50 upload.
I did everything that BT advised via their 'How can i test my BT Infinity speed?' site ( checking connections, disabling anti-virus etc), as well as resetting the modem & hub, but results still showing average speed as mentioned above.
I have run a PC Healthcheck via 'BT broadband desktop help' on my PC which is only a few months old & is running a wired connection to the hub, but I still have these very low speeds.
Can anyone give me any advice?
Thanks

Hi
Hi Aarong,
My estimates are 28.3 download, 5.7 upload. See results above from latest speedtest. It looks like the max acheivable speed (20Mbps) is same as previous BB package, not Infinity, even though my online bill page shows service as 'up to 76Mbps'.

INfinity speeds on I-pad 2??

HI
I have an I-pad 2, wifi only. I have the BT wifi app so that if I'm out & about I can find a hotspot.
Does anyone know, if I used a hotspot near a house of someone who has BT Infinity would I get Infinity speeds or would I need an I-pad 4 to take advantae of this?

Hi
If you mean connecting to a BTWifi (BTOpenzone) hotspot then:
BTWifi or BTWifi-with-Fon hotspots allow speed of either upto 512 kbps on an ADSL connection or upto 3mbps on an ADSL2+ or FTTC (BT Infinity) connection , these BTWifi or BTWifi-with-Fon SSIDs are transmitted from residential BT Home Hubs.
From premium BTWifi (BTOpenzone) hot spots such as from Starbucks you can achieve a speed of upto 8mbps.
Hope that helps,
Cheers.
jac_95 | BT.com Help Site | BT Service Status
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Try a Search
See if someone in the community had the same problem and how they got it resolved.

Moved BT-Infinity/Speed-Drop

Moved to infinity board http://community.bt.com/t5/BT-Infinity/Speed-Drop/td-p/885536
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Update, finally had a call from complaints team at 8pm last night and said they could do nothing but transfer me to the billing team if i wanted to downgrade to Infinity 1
I asked if i could have an Engineer and was told "No" as they would run the same tests and no problems were indicated on my line so i might be charged for the visit. Kept telling me my speed was within range and i was told this speed when i bought infinity 2
Realy frustrated by this as i'm sure my line is capable of more having been stable at 46-48Mbps for last 18 months, ended the call by saying i will leave it for another 10 days to see if DLM is currently restricting my speed
I guiess i'm frustrated at the poor customer service of BT and the constant referral to saying that i'm within range and I was told this when i ordered the service, which i know i wasn't.

Infinity - BT Lack of real communication

I see KerryG has several posts on Infinity and why so many people can’t get it. These seem to be standard excuses and frustrating for people wish to plan their communications needs. I am looking at Satellite broadband as a way of exceeding BT’s pathetic 2Mb. It’s a big investment and has some challenges but in the absence of knowing if I will ever get Infinity what choice do I have?
Like many posts on this site I am in Chippenham. The exchange has been enabled and many people can get the service. Just not the modern executive housing estate where home workers would benefit.
Analysing standard excuses:
Your phone line may be connected directly to the telephone exchange and not to a local street cabinet.
As a newish estate (10 Years) this is not the case and the green box is only 30 feet away.
Your line may be too far from the local street cabinet to have a stable BT Infinity service.
OK not sure if 30 Feet is a long way but it doesn’t seem that long. Perhaps the helpful KerryG could clarify what is deemed ‘a long way’
Your local street cabinet may not be suitable for fibre optic cables.
How do we check this KerryG please? Knowing my 10 year old green cabinet is obsolete will help me decide not to wait for BT. It looks very simile to the ones that are enabled but I’m sure there is some subtle difference us lay-people are missing.
We haven't yet got the council's planning permission to do the necessary work at your local street cabinet.
I’m in the process of checking with the local council. When I know I will get back.
Summary:
KerryG if you are really interested in your clients’ needs how about suggesting to your bosses that they could do with some honest information on when/if they plan to roll out modern services. If you can’t supply it tell us why. If it’s cost based, lack of planning permission post this against the ‘Can I get infinity’ checker. Who knows the many hundreds of people wanting improved speed may help make it happen.
Please BT consider that one day LTE will be here. There is life without wires and your future business success requires client retention. Mobile phones are already many peoples first choice for voice communication. When consumers can get faster than 2Mb from 3G/LTE they will go this way.

Your not the only one in the same boat, unfortunately it will be available when the time comes.
Here are some other reasons for why the dates can get pushed back: http://www.superfast-openreach.co.uk/the-big-build/not-straightforward.aspx
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

Infinity speed drop

I have had Infinity option 2 for around 3 months and all has been fine until the past week.
I usually get 76MB down and 20MB up
the past week the speed has dropped to 70mb down and 19mb up for no apparant reason.
I am on the BT homehub 5 and its connected directly to the master socket.
I live aprox 150 meters from the street cabinet.
There has been a lot of "resolving host" and page load errors the past week or 2 as well.
1. Product name:
BT Home Hub
2. Serial number:
+xxxxxxxxxxxxxxxxxxxxxx
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 25/07/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 15:37:00
6. Data rate:
19999 / 71651
7. Maximum data rate:
25938 / 71481
8. Noise margin:
15.2 / 6.3
9. Line attenuation:
0.0 / 14.7
10. Signal attenuation:
0.0 / 14.7
11. Data sent/received:
229.6 MB / 3.5 GB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes
14. 2.4 GHz Wireless network/SSID:
BTInfinity2-AP2SD
15. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS enabled
16. 2.4 GHz Wireless security:
WPA2
17. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
18. 2.4 GHz Wireless network/SSID:
BTWifi-with-FON
19. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS disabled
20. 2.4 GHz Wireless security:
None
21. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
22. 2.4 GHz Wireless network/SSID:
23. 2.4 GHz Wireless connections:
Disabled
24. 2.4 GHz Wireless security:
None
25. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
26. 2.4 GHz Wireless network/SSID:
BTWifi-X
27. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS disabled
28. 2.4 GHz Wireless security:
WPA and WPA2
29. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
30. 2.4 GHz Wireless network/SSID:
31. 2.4 GHz Wireless connections:
Disabled
32. 2.4 GHz Wireless security:
None
33. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
34. 5 GHz Wireless network/SSID:
BTInfinity2-AP2SD
35. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS enabled
36. 5 GHz Wireless security:
WPA2
37. 5 GHz Wireless channel:
Automatic (Smart Wireless)
38. 5 GHz Wireless network/SSID:
BTWifi-with-FON
39. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
40. 5 GHz Wireless security:
None
41. 5 GHz Wireless channel:
Automatic (Smart Wireless)
42. 5 GHz Wireless network/SSID:
43. 5 GHz Wireless connections:
Disabled
44. 5 GHz Wireless security:
None
45. 5 GHz Wireless channel:
Automatic (Smart Wireless)
46. 5 GHz Wireless network/SSID:
BTWifi-X
47. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
48. 5 GHz Wireless security:
WPA and WPA2
49. 5 GHz Wireless channel:
Automatic (Smart Wireless)
50. 5 GHz Wireless network/SSID:
51. 5 GHz Wireless connections:
Disabled
52. 5 GHz Wireless security:
None
53. 5 GHz Wireless channel:
Automatic (Smart Wireless)
54. Firewall:
Default
55. MAC Address:
40:f2:01:18:1e:9c
56. Software variant:
57. Boot loader:
Solved!
Go to Solution.

It could be this crosstalk, I have been the only one in the area to have Fibre, but 2 neighbors have just had it installed in the last 2 weeks.
Thankfully I was told by BT that I could attain between 70-76MB so if it drops again Ill back on to them I guess.
*(EDIT) Actually looking at my logs I have a screnshot of the speed estimate when I first signed up for the service to be 76-80MB and 20MB up.
Max attainable data rate has gone from 76xxx / 90xxx to - 25xxx / 71xxx
Ill be keeping a close eye on this for sure.
It may not seem like a large drop, but going from 76mb to 70mb results in a speed drop of around 12-15% my download speeds were 9MB/s they are now 8MB/s.
This also answers the lack of feedback from the forum reps and moderators I guess as a known problem they just keep sthum about it.
Kinda discusting really.
So afaik they are already in breach of their contract I signed up for?

BT Infinity speeds and a low IP profile.

Basically I just recently had Infinity installed. It was all fine when they installed it and for a few hours after they did, I was getting 27mbps on average. But then it all became fishy and my speed dropped considerably down to around 6mbps and it just hasn't increased since. I was getting 6mbps before I upgraded so this is frustrating me, a lot.

Hi,
Something wrong there never seen a speed range that goes down 12000>7131Kbps. When you carried out this speed test did you put the information into the top box's ??? If you did what did it say .
above is the part I'm on about, it gives a bit more information. You may only have to options tho.
1. Need to get Eng. out to reset your IP Profile
2. See if the Mod's can do this for you, Before they couldn't but I think they were going to be able to.
iechyd da
sky twitter account a customer ask why sky go streams are worst then sd and yet bt and eurosports apps stream in hd. Reply from mod, oh thats easy the files for hd are some huge that sky go can't play them and no app can stream hd due to this and so when they say they are they're really sd streams, if there was any way around this we would have done it now.

BT Infinity speed and drop out

Hi all Not sure why but my BT Infinity has gone from 36 meg download to around 20meg also I have noticed that an odd time mainly at night I can loose conection it does come on once reboot router and speed does go back to 20 meg came from 02 broadband only think i have done is not shown ssid on wireless any one any ideas what could be wrong
Just an update I have plugged in to router and now speed is showing 30 meg 10 meg increase but when broadband was fitted i was getting 36 meg wireless on the same pc
Thanks for any advice or help

u have not said what wireless mode u are using
is it g or n?
u did say to start with u got 36 on wireless so i presume u are on N have u any other devices that are g trying to connect?
54g operates at a maximum physical layer bit rate of 54 Mbit/s exclusive of forward error correction codes, or about 22 Mbit/s average throughput.
so if u are on g then looks like u are getting a good and approx right speed if N then u should get nearer the 36.
i cant rem if u have a mix of n and g then everything drops to the lowest 54g speed or not
ie
The downside is that if you have a mixed wireless client environment at home (Wii/Blackberry) - 802.11b/g, newer laptop with 802.11n) you will only ever get a max of 802.11g speeds
someone else can confirm this

BT Infinity Issues - Lack of ownership of 12 week ...

Hello
I have raised complaints to BT three times and phoned the helpline on at least 10 occasions and yet nobody takes ownership of the issue I am experiencing or demonstrates any interest at all in owning or solving the problem. I was told that my issue would be investigated and someone would call me back. As yet nobody has called me back. In complete frustration and due to lack of interest from anyone I have posted this message here. I am experiencing constant disruptions to the service I am paying for and yet nobody from BT seems to want to know…
I am now taking the complaint up with Ombudsman Services as the lack of response and interest in solving this complaint is quite frankly appalling. You hide yourselves behind web pages and email addresses and make it almost impossible for your customers to speak to anyone intelligent that can help solve or own an issue. I wish I had never returned to BT and will move away at the earlier opportunity. I wish I had stayed with o2.
I may write to BBC watchdog but I can just see some manager from BT sitting there telling everyone how seriously they take customer satisfaction. Yawn.
Details of my complaint follow.
There are constant disruptions to my BT Infinity Broadband caused by local power issues to the BT OpenReach Cabinet. There has been an issue with the mains power for weeks and due to the lack of mains power BT OpenReach engineers visit the cabinet every day to replace a battery that is needed to power the cabinet.
This happens twice a day and means that I lose my BT Infinity broadband twice, every day, for between 30 and 45 minutes. This happens once in the morning and once in the evening and has been now on-going for about 12 weeks. This is very disruptive to my family and I and I want to know when it will be resolved.
I have called the BT Broadband helpline at least 10/15 times and the support staff are clueless as it doesn’t involve switching my router off and on again. I have called and complained to BT OpenReach who tell me I need to speak to my service provider and that they BT OpenReach can’t help me. I have raised three complaints via the complaints web site and no response.
I seem to be going around in this continuous a loop. The issue has been on-going for 12 weeks now and I want to know when it is going to be resolved.
Could anyone from BT who is vaguely interested in solving this problem contact me or at least indicate when the issue will be resolved?
Thanks
Michael

Make sure that BT retail (your ISP) have raised the problem with the OpenReach (only openreach can resolve a problem with one of their cabinets).
I'd also suspect that poeple around you will have same issues? So maybe combine forces - they'll need to raise via their ISPs also. But the key fact is that the ISP can't repair) the actual problem - only openreach can do that.
http://www.openreach.co.uk.

Infinity speeds drop to 2.8Mb after 6 months.

Hey,
As everyone else experiences after BT have you signed up into a contract I am now facing horrible speeds of:
>
Download speedachieved during the test was - 2840 Kbps
For your connection, the acceptable range of speeds is 12000-18720 Kbps .
Additional Information:
IP Profile for your line is -18720 Kbps
I do find it amusing how every ISP keeps a new customer happy for a few months then totally disregards them. I've heard people in the industry claim that ISPs can manage where bandwidth goes and considering the same thing has happened with AOL, O2, Be and now BT I could actually believe it.
Anyway, enough ranting. The problem is my IP profile has been steadily decreasing over the few months I have had Infinity and now I've ended up 2840kbps...
This speed for "super fast fibre optic broadband!!!!" simply isn't good enough, especially when paying an enormous £42.50 a month to BT. Perhaps a cut on the advertising and expansion is in order until you can actually withstand the customers you have just now.
Help me.

Update: Very interestingly I just ran speedtest.net and speedtester.bt.com on the livingroom computer and got very different results.
Download speedachieved during the test was - 14779 Kbps
For your connection, the acceptable range of speedsis 12000-18720 Kbps .
Additional Information:
IP Profile for your line is -18720 Kbps
14779 Kbps. Had I got that on my bedroom computer I wouldn't have wrote this complaint even though it is still pretty slow considering I'm not that far from the green box.
Both are desktop computers connected to the HH3 via ethernet cable. I'm fairly sure the inital problem isn't with the cable though it could be...However, due to the wall now being plastered over, I cannot replace it.

BT Infinity speed dropped from 77mb to 64mb

Hi there I recently got BT Infinity 2. Which was brilliant for the first two weeks with a constant 77mb IP Profile. But sometime last week (possibly related to the wind and snow?) It just done an insant drop to 64mb and has stuck there ever since. Is there anything I can do to get my speed back up. Or do I have too wait 2-3 weeks for DLM to reset it automatically?
Before:
After:
1. Product name:
BT Home Hub
2. Serial number:
+068543+NQ42955553
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:52:01
6. Data rate:
18771 / 65605
7. Maximum data rate:
18748 / 65502
8. Noise margin:
5.9 / 6.2
9. Line attenuation:
0.0 / 17.7
10. Signal attenuation:
0.0 / 17.4
Unfortunately I dont have an IP profile screenshot before the speed drop but it was 77mb.
Thanks

can you post the estimates from the dslchecker
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT Infinity - speed, lack of

Similar Messages

Maybe you are looking for