Concern over BT Infinity Speed.

Hello,
I currently have BT Infinity Option 2 and I've had it since the beginning of January '12 when it became available in the area I live. Going from 4.5Mps (Download speed 150kb/s) to a quoted possible 22Mbps (2.75MB/s), I was very pleased to hear.
When the engineer came that day, he was polite and willingly to help with any issues. Once the router was setup and ready, I was receiving 17Mbps (Download speed 2MB/s & Upload speed 2~3MB/s), after he did a Speednet test though he wasn't happy and said we should be getting more. I was honestly surprised though shock it off as I was really happy that I was and still am getting much more than I had before and pay about £10 less. I couldn't honestly argue. :)
However, this is my concern, about a month ago, my download speed has dropped to 1.0~1.5MB/s. That's a bit of a blow since I'm trying to download all my games from my Steam account, so lots of GB/s.. I couldn't before and time was something of an issue when you want to play games and not spend an entire day just downloading one game, which I did in the past. At the moment, just gotta wait an hour or two and I'm good to go but it's little longer since the speed has slowed. Same applies to the Upload speed, it's dropped from close to 3MB/s down to ~2MB/s.
At one point, I had to ring up BT for why my connection was incredibly low and struggled to connect. One customer support assistant just told me to go by a Extended Wireless Device to increase my Wireless range. I had never had an issue with range from my router. Feeling unsatsified with the help I received, I rang again and got the support I was looking for. The router's channel was changed and I got connected in the hour and back to normal.
So, with the issue explained. What can I do? What are my options? :s
# Should I keep as I am?
# Is it just the changed when I had this incredibly slow issue?
# Or has BT, somewhere on their side, around the world, capping my speed cause it has happened before to a work collegue. (BT support in India, apparently put a heavy restriction on their speed, lower to almost nothing.)
Thank you for reading and look forward to hearing some advice on how to tackle this situation.

I have found that most of the issues I have had and seen other people have with infiity relates to wifi problems.
The Hub is not the best for wifi, and a if you download a program called inssider, you will see the 30 odd other people near you all fighting from the same wifi channel.
My advice ditch wifi, and go hard wired you won't look back. If you don't want to lay cable around your house then invest in some homeplugs
http://meanmint.spaces.live.com/

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.

How do I get some action over my connection speed

I recently joined the infinity club.
The checker for my line says expected Download speed 19.6, upload 5.
I have not got anywhere near that speed.
Yesterday I noted BT Openreach on our street at my meighbours. After they left I spoke with my neighbour who also has infinity and he said he was having disconnection issues and slow speed and had requested a visit.
It seems Openreach lifted a cover about 20m from our houses and said the speed there was 15.5. They then lifted another cover around the corner 40m from our houses and said the speed there was 22. They advised my neighbour there was a fault between the two covers and were going to make a request to sort it but did not hold out much hope because it was above 15.
Here are my statistics since the day after my upgrade.
Date
Time
Download Profile
Download Throughput
Upload Profile
Upload Throughput
07/06/2013
07:45
15.32
14.91
10.00
3.50
13:40
15.32
15.09
10.00
3.50
08/06/2013
07:43
15.32
14.89
10.00
3.51
16:35
15.32
14.95
10.00
3.49
22:00
15.32
15.02
10.00
3.48
09/06/2013
07:20
15.32
14.93
10.00
3.51
As you can see the download profile seems stuck at 15.32 probably because of the fault?
The issue is made worse because the reason for the upgrade is BTVision. It seems you need 9 to play in HD which I can do but it will not be possible with my current situation to record & watch in HD because I will need 18 to achieve this.
Is my interpretation above probably correct and who do I contact to register a complaint?
All the best

I think you will find my friend there is no problem there with your throughput, you were estimated 19.6MB Down so 15.3MB down would be about write, after a day 10 cool down!. You are never going to get over your estimated speeds, only lower, unless of some rare occasions you might. Have you ran a full diagnostic check on your line yet to see?:-
http://www.speedtest.btwholesale.com/
Green for good, red for bad!!!.
Please click on pink star to the left and say thanks if I have helped you at all!. Thank you. Home Hub Page- http://bthomehub.home/
BT Speed test- http://www.speedtest.btwholesale.com/
Speedtest:-http://diagnostics.bt.com/login/?workflow=Speed
Net Connect test- http://netalyzr.icsi.berkeley.edu/index.html

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
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Please let other members know by clicking on ’Mark as Accepted Solution’
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See if someone in the community had the same problem and how they got it resolved.

I Have a Security Concern Over the AT&T U-verse Router Pace Plc 5031NV-030

Hello ?? I Have a Security Concern Over the AT&T U-verse Router Pace Plc 5031NV-030 Pace Plc 5031NV-030 Ser # 48131N052034 Hardware Version 2701-000875-004 Software Version 9.8.1.489233-att All someone Needs is a Ethernet cord in his back pocket. Connected to Your Router and They Can Find My "Secure" Network Wireless Key is Visable Just By Typing the Default http://192.168.1.254/ IP for my Gateway, in to a browser device on a portable device, so They Can Next Access My Network without My Permmission Net Time !!!! This is a Serious Security Concern on A&TT's Part !!! AT&T Should Have a Concern Over This Too, I Do All I Can to Prevent Theft of My Intenet Service, But If I have a Guest Visit Me, And I Leave the Room Where This Router is Located, I Will Not Know If This Has Taken Place !!!?? AT&T Should Be Very Concerned in This Regard !!!!

No, you should be concerned about the friends you have at your place. If you think they will do that, I'd suggest you get some more trustworthy friends.
Take some personal responsibility to protect your internet service.
Personally I only use a wired ethernet connected laptop and have wireless turned off, so that concern is mitigated.
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

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 speeds dropped over past month

We recently had Infinity installed around 2 months ago and it was perfectly fine for the first month. I was consistently getting download speeds of 70Mbps and was extremely satisfied with that. However, the speed has dropped down to 50Mbps which is very annoying as it is a huge speed loss for me. I have ran many speed tests to see if the speed changes but it would appear to be capped at 50Mbps. My IP Profile tells me that the max speed on my line is 54Mbps however I know for sure that has dropped as it was once at 70. Is there anything I can do to reset my IP profile? Are there any things I can do to try and assist in this or should I just get used to it?
Thanks.

Just another update I have now asked BT to rest my IP profile. I am convinced there is something wrong with mine:
1: 2 weeks ago the speed started to get worse.
2: 1 week ago I reset the HH5 back to factory defaults.
3: Nothing has changed speed wise in the last week.
My current profile is: 63/18 (it was 80/20 for the first 2 months).
I can download up to 70Mb from Steam or Origin despite my IP profile being locked to 63 Mb right now. For the 1st 2 months I could download @ 95-100Mb.
I think the IP profile is locked as my line has always been stable.
If BT India are not prepared to reset my IP profile I take this to the CEO of BT next that seems to be the only way to sort this out!

Infinity speed slowed to 3mb, charged £100 for eng...

I signed up for BT Infinity in October 2012, predicted download speed was 36mb.
Extremely happy with the speed, confirmed at 36 megabits per second by speedtest.net and achieving in excess of 4 megabytes per second during downloads. I'd get the occasional disconnection then reconnection, taking about a minute or two, but generally 99% reliable & stable.
After several months I was aware the speed had dropped, from memory, I'd seen it at 20mb, then 15mb, then 10mb. By May 2013 I was as low as 4mb.
So in 8 months, I was only able to get 11% of the download speed predicted and achieved at initial installation.
My main PC had a new SSD hard drive installed in May, so previous speedtest results were lost but I have all since May 28th 2013. These can be seen here:
http://www.speedtest.net/results.php?sh=1034aaad444180356b1f475032640bb1&ria=0
So my infinity connection was working, it hadn't failed, but it was performing well below expectations.
I now know that BT caps the performance when there are errors on the line, and by June my infinity was capped at 3.5mb.
Having read a bit about IP profiles and performed the three tests at the BT wholesale speed test, the site advised I contact my service provider.
BT were contacted, tests were performed again, and an appointment for an engineer to visit was made.
Engineer came on the 24th of June 2013, his exact words were, "this hasn't been installed properly, and your connection shouldn't be working at all". He then carried out some work, moved the master socket from a cupboard to the same room with the modem & router, but didn't actually attach the master socket to a wall, disconnected an extension cable, which wasn't being used. Then I believe he had my line reset and voila, I now had 33mb download speed again.
I assumed no charge would be incurred as he had stated the problem was with the initial installation.
A further speedtest on 7th July (14 days later) showed my speed had dropped to 21mb. This was still an acceptable speed, fast enough for HD video on demand etc.
By the 13th July it was 18mb.
21st of July it was 16mb.
By the 1st of August it had recovered to 23mb. The first upward blip of an otherwise downward trend.
My next test on 18th August showed it had dropped to 10mb.
Then 7mb on the 22nd, and 6mb by the 25th of August.
At this point I looked up my account number from my online bill so I could register another complaint, this is when I saw I had been charged £100 for the engineers visit in June.
I called to query this, and was told there was nothing in the engineers report mentioning the problem with the initial installation and that the charge would stand, I pointed out that the work the engineer had carried out had not fixed the problem, I was then referred to Lucy who would review the decision.
Lucy pointed out there hasn't yet been a 2nd complaint logged with technical, I pointed out I was trying to resolve this charge first and I was wary of having another engineer visit if it was going to cost me £100 every time and that the engineer had either lied to me when he said the problem was with the installation or he'd lied in his report to cover for a work colleague by not mentioning it, in any event, the work he'd carried out had not fixed the problem. Lucy advised to call the review team again after I'd contacted technical but that I wouldn't be charged for an engineer visit if it was to fix the same problem more than once in a 6 month period. I then asked if that meant I could still be charged again if after 6 months the problem was still ongoing, so £200 per year extra on top of my bill, the answer was yes.
I contacted technical and the same engineer who carried out the initial installation visited on the 30th of August, he performed line tests, all were fine, he replaced the modem and stated he would include in his report that this was purely precautionary, he then told me he would have my line reset to full speed but that because he hadn't found any faults, whatever was causing the problem was likely to occur again.
My speed went from 5.9mb to 34mb on 30th August. Today 13th Sept it is still a fantastic 31mb.
I called the review team again about the charge, was told this was the final appeal to look at this and was told “because it was longer than 28 days between the faults being reported, they couldn't treat this as the same fault and that the £100 charge would stand”. I tried to point out that the issue wasn't a fault, my connection never failed, the issue was one of quality, the quality of the service had been 10% of expected performance and 15% of expected performance. No he said, nothing could be done, the charge was going to stand because I hadn't reported the fault within 28 days and this was my fault.
So an engineers visits, resets my line replaces the master socket but doesn't fix the underlying problem, a second engineer predicts he also hasn't fixed it, although 14 days later we still have 92% of our expected speed, was it the precautionary modem change or is my BT Infinity superfast broadband line speed still destined to drop to sub standard broadband levels?
Either way, there is/was a fault with the BT installation, hardware or network, yet I am charged £100 with a possible further charge of £100 for the 2nd engineer visit, yet to be confirmed, plus any number of future engineer visits with a further risk of £100 charges each time.
An engineer has lied to me or omitted in his report what he thought the fault was.
One person from the review team told me I wouldn't be charged more than once in a 6 month period for multiple engineer visits to correct the same fault, another member of the review team told me any subsequent fault not reported within 28 days would be treated as a different fault.
I am less than a year into a 24 month contract, for large parts of that contract I have not been given the service I'm paying for.
If anyone with a concern for customer care would like to look into this for me, a positive resolution will likely see me remain a loyal BT customer for years to come generating thousands in revenue.
If not, I'll transfer my internet service to another provider, break my contract with BT, reclaim partial payments already made through the direct debit guarantee scheme and happily spend thousands contesting monies owed in court.
I'm willing to risk thousands in court over a matter of a £100 charge. This is where BT customer care has left one of its customers.
Solved!
Go to Solution.

Just recieved a letter dated 11th September 2013.
Detailing in writing what I've been told verbally why the charge is being upheld.
In response to my point that the first engineer visit did not fix the problem, I am told -
"I can find no further reported problems with the broadband service until approximately 2 months later, as such unfortunately we have no evidence of a continuous fault on this service and would have to conclude that the engineers report and the subsequent charge is correct".
My logged & saved speedtest.net results show I lose 40% of the performance within 13 days of the engineers visit, 33mb drops to 20mb.
My speed drops from 33mb to 20mb because the BT network caps my download speed (I am told this is because of line errors), is that correct? Isn't there a record of this capping? I have provided a link to my speedtest.net results here http://www.speedtest.net/results.php?sh=1034aaad444180356b1f475032640bb1&ria=0
If anything, shouldn't the capping of my broadband speed on a line that has just been supposedly repaired by a BT engineer be a cause for concern and have prompted someone at BT to contact me to notfiy me the fault is still ongoing.
Good thing I have proof of the continuous fault or someone might have to take my word for it.
Even with this evidence that I can provide, evidence which BT themselves must also have, do BT still get to claim this is not a continous fault?
That my speed recovers from a low of 48% to 70% of the performance, 36 days after the engineer visits, does that mean I miss out on the 28 days between faults being reported making it not a continous fault?
I am sitting on 18% of the performance by the time the 2nd engineer visits, 67 days after the 1st engineer, possibly costing another £100, still yet to be confirmed.
He performs various tests, but the only work he carries out is to replace the modem, a precautionary measure he tells me.
17 days after his visit, I am still getting almost 93% of the performance. If the speed is going to drop again, I hope it does so in the next 11 days, or this £100 recurring charge could get properly silly.
As this is the most consistent performance I've ever had on my line, I suspect the speed won't drop again, I suspect the modem was the problem all along, and if this had happened after the first engineer visit, this wouldn't be an issue, I would have happily paid the £100 for a BT engineer to change a piece of faulty BT hardware so that I can continue to be a satisfied BT customer.
Instead, I am still entirely unsatisfied, despite having a perfectly good working BT infinity service.
Why should I be charged when an engineers fails to diagnose the actual problem and carries out work that is chargeable yet fails to remedy the problem? Are engineers on commison for these charges, is this actual criminal fraudulent corruption that has occured or is just innocent incompetence? Either way, it's me that's footing the bill.

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 drops

Hey guys,
So around a month or two ago, we had a stint of connection outages and instability, in which our connection dropped out several times a day over the course of a few days, which was then followed an occasional drop every other day or so. During the course of this, speed steadily fell from it's usual ~30-35mpbs, to ~5mbps, which it has been at for the past few weeks without change, tested with a direct connection to the router.
Is this an issue that could be solved with getting an IP profile reset or would I need to get an engineer out to have a look at this issue?
Any help is appreciated. Stats below.
Thanks,
BT Infinity 2 Package:
1. Product name:
BT Home Hub 3.0B
2. Serial number:
+058721+123330QQ9A
3. Firmware version:
V100R001C01B036SP05_L_B. Last updated 15/11/13
4. Board version:
VER.D
5. WAN:
PPP Connected
6. Data sent/received:
3158419821/568887599 B
7. Broadband username:
[email protected]
8. BT FON:
Yes
9. Wireless network/SSID:
BTHub3-4GXJ
10. Wireless connections:
Enabled (b/g/n, 20M, WPS Disabled)
11. Wireless security:
WPA and WPA2
12. Wireless channel:
Automatic/1
13. Firewall:
Default
14. MAC Address:
88:534:93:30:EB
15. Software variant:
05_L_B
16. Boot loader:
1.0.37-106.5
Telephone Number *********** on Exchange AYCLIFFE is served by Cabinet 3
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
54.4
35.5
13.9
8.4
Available
FTTC Range B (Impacted)
46.8
25.7
13.9
6
Available
WBC ADSL 2+
Up to 2.5
1 to 4
Available
WBC ADSL 2+ Annex M
Up to 2.5
Up to 0.5
1 to 4
Available
ADSL Max
Up to 2
1 to 3.5
Available
WBC Fixed Rate
1
Available
Fixed Rate
1
Available
Other Offerings
Fibre Multicast
Available
Copper Multicast
Available

The diagnostics test does not seem to work with me. I've attempted it a few times over the last few weeks on different devices and browsers and get the same message everytime.
1. Best Effort Test:
Download Speed : 5.47 Mbps
2. Upstream Test:
Upload Speed : 3.51 Mbps
Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.
Anything else I can do?

BT Infinity speed problem

I have bt infinity with a home hub 3. since installation 2 years ago the fastest download speed achieved was 20.16, this was 2 weeks after installation. Within 3 months of installation the speed was around 12. The average is around 10-13mbs. last week the speed dropped to 10mbs. i did the bt wired speed test it still came out at 10mbs. It indicated that the speed to my house was good (whenever I do a wired and a wireless speed test the results are virtually identical). so i called bt. they did various tests over the phone then said they would so a 'stale' test which takes 24hrs. After the 24hrs it was still at 10mbs. 2 days later it went upto 15mbs. on sunday it went back down to 10mbs. its currently 14.8.
i called customer services they said my estimated speed should be between 17-26mbs. but when i contacted the technical people they said it should be 17mbs max.
so i am really confused as to what speed I should expect, i know I am not particularly near the exchange. i also know my setup should be fine, the bt cable goes straight into the main telephone socket for the house. I then have an extension off that. I do have ethernet cables for iplayer and british gas 'hive' going into the hub. when I did the speed tests these were not in use.
I have followed the troubleshooting hints, download the bt desktop, done diagnostic tests, pressed restart on the hub,reset the hub.
I read a previous post where they suggested doing the dsl line checker, which i have done,here's the results.
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
High Low High Low
FTTC Range A (Clean) 25.6 18 5.1 3.3 -- Available
FTTC Range B (Impacted) 20.5 10.4 4.3 0.8 -- Available
WBC ADSL 2+ Up to 2 -- 1 to 3.5 Available
ADSL Max Up to 1.5 -- 1 to 2.5 Available
WBC Fixed Rate 0.5 -- -- Available
Fixed Rate 0.5 -- -- Available
Other Offerings
FTTP on Demand 330 30 -- Available
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
Can anyone tell me what speed I should expect?
If my current speed is not correct how do i persuade BT to come and fix it?
thanks

Hi,
Thanks for the help. i had already done the 17070 phone test this morning and the line seemed fine. but when i made a call at 4pm the line was really crackly and when i read your post i did the 17070 test again and it was also really crackly.
the crackly line seems to be a new thing that has happened intermittantly over the last few weeks.
heres the results of the btwholesale speed test. before i carried it out i followed the instructions and also disconnected the ethernet cable from iplayer to the hub so the only ethernet cable connected was from the homehub 3 to my laptop.
download speed 11.67
upload speed 2.66
ping latency 59.63
1. Best Effort Test: -provides background information.
Download Speed
11.67 Mbps
0 Mbps 14.52 Mbps
Max Achievable Speed
Download speedachieved during the test was - 11.67 Mbps
For your connection, the acceptable range of speedsis 10.16 Mbps-14.52 Mbps .
Additional Information:
IP Profile for your line is - 14.52 Mbps
2. Upstream Test: -provides background information.
Upload Speed
2.66 Mbps
0 Mbps 10 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 2.66Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
i have just done another speed test an hour after the last one and the download speed is 14.13
maybe you can make sense of it!!
Thankyou

Concern over BT Infinity Speed.

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