Infinity option 2 issues?

Had BT Infinity for about 3/4 weeks now. To start with service was great, now I seem to be having issues. Before with Sky i was getting around 45/10 when we switched due to issues with them we were receving 39/5.
This has now dropped to 31/5, when i stream content on the YouView box every video buffers even on standard def settings.
I have the Home Hub upstairs and using TP Link 500Mbps powerline adapters going down stairs to the YouView box. iPhone, 2x Android Phones, PS3 and two laptops connected aswell as my wired pc.
The OpenReach box has never been switched off and I keep getting disconnected until the HomeHub runs the troubleshooting page to get ba back online. Any ideas?
Was estimated at 57/13

Be very careful before going to bt infinity 2, ib just went with them & i'm gutted, pay £10 more per month & get the same as i did with talk talk.
9.78 download & 5.80 upload, that's below national average! the day they fit it, it was at 38.95, two days after it dropped like a stone, had it a month now & to be honest, it's **bleep**.
1.30am & just did a speed test on BT's site, results download 25.43, upload 5.95. check it on speedtest.net & it's D 9.78, U 5.80, I called them to ask why & she said ''sorry, but it's only an estimate & you signed the papers''
Also have internet tv & that keeps freezing because internet too slow,
ok i'm wireless with my pc, tv & playstation are plugged in direct, but if someone is watching tv & i'm using the laptop, tv just freezes & is unwatchable,
I'm not a tech head, but i had new socket fitted & engineer told me i should get close to 40, but in all honesty i' getting less than a quarter of that.
wish i'd stayed with talk talk, big mistake moving!!

Similar Messages

For Moderators: BT infinity Speed Issue 12 MAY 201...

This will primarily for the BT customer forum mods, but anyone can chip in to solve my particular and unfortunately common issue..
My postcode is E14 3TA and I joined BT Infinity option 2 (76/19) in November, I passed the initial 10 days with no problems and getting speedchecks of 66-67 Mbps.
However last 3 days problems have started to occur, this occured after I experianced an outage on 09 May 2014 for about 3-6 hours. The DSL light on the BT modem was not lit and the broadband light on the BT HH3 kept flashing. Calling BT customer didn't help, with the usual script reading and treating me like a complete idiot.
I noticed the WIRED speeds now to be between 20-22Mbps despite using the HH3. Here is what I have done
I have used BT's own speedchecker and line fault checker (http://diagnostics.bt.com) and results are:
I have also used BT wholesale performance tests (http://speedtest.btwholesale.com/) and the results are as follows:
and lastly BT ADSL checker (https://www.btwholesale.com/includes/adsl/main.html) results are:
Finally I performed the line noise test on 17070 from my phone and there is some back ground noise but not that much.
I have updated my HH3 firmware and non of my hardware have been handled incorrectly i.e not dropped.
HH3 is type B
Infinity Modem is ECI telecom Ltd,
Description; NGA ECI-CPE- Modems type 1B
Model B-Focus-V 1FUb/r Rev. B Manufactured 10/2012
I also tried using a Netgear N900 to test the connection and the speed test are almost identical. This despite powercycling all my hardware, reseting everything and leaving everything on constantly.
The line was previously slow and was due to a fault with the DSLAM in Jan 2013 which was replaced and everything went back to normal.
I would appreciate some assistance in getting my IP profile reset at the very least and/or finding any fault in my line. Thank you

Have you tried another browser, reason I ask is a few months ago I upgraded from IE10 to IE11 and was getting the red line in the btperformance tester, when I removed IE11 speed went back to normal, I only solved this when I tried Firefox.
As they have said ip profile is good, but it does say the accepable range for your line is 40Mbps to 64.15Mbps and your only getting 20, so that in my eyes is not acceptable, and I take it you can't get your stats from ECI modem?
don't give up is what I say
Stephen

What is the Infinity option 2 usege limit?

hello all.
what is the Infinity option 2 usage limit? is it 100gb or 300gb? a month.
cos its been 5 days now I'm getting very bad speed, 2 mb down and .8mb up after 6 pm till 2am. this is absolutely rubbish paying £24.99 a month for this **bleep**!! and i cant even watch anything online!!
regards
Ben
Solved!
Go to Solution.

zodfsx wrote:
hello all.
what is the Infinity option 2 usage limit? is it 100gb or 300gb? a month.
cos its been 5 days now I'm getting very bad speed, 2 mb down and .8mb up after 6 pm till 2am. this is absolutely rubbish paying £24.99 a month for this **bleep**!! and i cant even watch anything online!!
regards
Ben
Hi Ben.
The threshold figure is 300GB per month.
Click https://www.bt.com/appsyouraccount/secure/cyahub.do and enter your bt.com associated login ID and password (if it doesn't already let you in). The ID needs to be associated with your BB phone number.
Go down to Manage your services, click the Broadband tab, and then choose View your broadband usage.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

BT Infinity Option 4 FTTP/FTTH - Where is the spee...

Recently I had FTTP/FTTH installed at my house and I have BT Infinity Option 4 300mbps. So far the connection hasn't even gone over 90mbps (normally runs between 50mbps and 80mbps) and I have now already paid my first bill and not even got half of the god **bleep** speed that I am paying for.
When will the speed be sorted? There is no point in me paying that money for Infinity Option 4 when I could just pay much less for the other packages and get the same speed I am getting now!
Installation was finished and activated on 16/06/2014.
Edit - BT Speed check: http://i.gyazo.com/e298bb6ba33b3ee7422ab476124eabaa.png
Just so you are aware I am using the Home Hub 5, connected to my PC via Ethernet cable using Gig-E port.

you need mod help they will post a contact us link when reading this
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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’.

Want to upgrade to infinity option 2 but sales hav...

Trying to upgrade to infinity option 2 and like another used tried the online way first that failed.
Called sales on 0800 800 900 and explained this.
Operator was helpful but thought this to be a tricky upgrade thought they may have call me back then thought they could do it while on the call. 10 mins later said that they would call me me back, still waiting
I am halfway through my current 24 month contract which is
BB TV Phone for £18 / month + £5 for anytime phone calls total £23.80
Line rental saver
I want to to infinity option 2 unlimited BB and maybe a speed increase !
Can you help

have you tryed and calling on 150 on the bt line make sure your bt line phone number is the same as the BB chack on mybt then if that needs changeing do that frist then speed upgrade

Infinity Option 2

Infinity Option 2 has become a huge joke. It drops off and on every five minutes and even when it is stable, it is very slow on speed. Never expect the speed as advertised as i have never done above 15 mb every time i do a spped check. my onlive experience has become very miserable and i pay average of £170 every quarter.
My question is, why do i need to pay for a horrible service? we pay in advance hoping to get value for money but all we get is a big and frustrating disappointment.

Have you contacted BT at all about the problem? Why did you go for infinity 2 if you max out at 15Mb?
Are you connecting to the Internet wireless or hard wired?
Try connecting direct via the mastersocket.

Infinity Option 2 Real Speeds vs Estimates

I wanted to know what real life speeds people who had Infinity Option 2 installed in 2012 are actually getting.
When I do a speed check, I can get 24.9 download and 5 upload. I get it installed next week and wondered if I would actually get faster.
I ask coz my adsl the speed check states supports upto 14mb, but I actually get 19mb.
Thanks

I can almost guarantee you won't get worse.
The speeds on Infinity are excellent. The estimations are the connection speeds, real work throughput speeds will always be a bit less than that.
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’

3 questions about 'BT Infinity' Option 2

So here they are.
1) Is the 100gb limit for BT broadband option 3 customers, definately the same usage limit for BT Infinity option 2 customers?
2) When the cap is reached, is the cap in place 24 hours a day for approximately 30 days, or is the cap in place only between peak hours (5pm - 12pm), i.e. do speeds return to normal at off peak hours even though you hit the 100gb cap?
3) Assuming the cap is only in place during peak hours, if you use the line heavilly during off peak hours, will you then be capped at 1meg constantly for those 30 days?

thanks, hopefully some other users here can fill in the blanks.
I'm in a situation where i stand to strip the 100gb cap with upload alone.
It's pretty much the main reason i'm even considering switching from Be* Pro, whome i currently get 14meg down, 1.8meg up with, i design websites and such, a lot of this involves uploading/downloading large databases and entire site structures which is why the higher upload speed appeals to me, but at the same time i do not wish to switch if i'll only get about a weeks normal usage before only being able to use it normally at off peak hours.
Since a lot of the design work i do is for american and chinese clients it doesn't really matter if the net is slow at 5pm-midnight, since during this time i do little to no work via the net and it's used purely for browsing/email, during the night and mornings however my usage can soar considerably.
My currently FTP tools indicate that in site work alone this month i have uploaded 194gb and downloaded 87, in just 14 days.

Does Infinity Option 2 display monthly usage?

I know you can monitor monthly usage via your BT account on Infinity Option 1. Is it also displayed if you are on Option 2 even though, being unlimited, it's for information only?
Solved!
Go to Solution.

sijomi wrote:
I know you can monitor monthly usage via your BT account on Infinity Option 1. Is it also displayed if you are on Option 2 even though, being unlimited, it's for information only?
Hi there,
Yes you do still get a usage monitor on Infinity option 2.
See below for a screenie.
I hope this info helps.

New Infinity connect issues - please help

We are having ongoing issues with getting BT infinity installed to our new house. I really need someone that can actually help us find out what is wrong and how we can resolve the issues we are having.
It all started a few months ago when we ordered BT infinity and a new phone line to our new Chapel conversion house.
Initially there were some issues with the engineer being unable to get the phone line to the house. After numerous phone calls and several engineers visits, we these have now been resolved and we do have a working telephone.
The problem seems to be with the Infinity. Nobody can give me an answer as to why we have not yet got a connection.
When the phone engineer visited he said that he would try and connect the Infinity in the green box. – When he went to do this he tried to obtain our patching information and was informed that there was no live order for infinity on our number… As there was nothing more he could do he left.
We then checked with BT and they confirmed that we do have an order for infinity and that there was a problem that needed and engineer to look at. (We have a box and are paying for the service already…
We were told last week that an engineer was going to attend on Monday 13th Jan and that we definitely would have a connection by last Monday at the latest… - no engineer attended despite my wife spending her 3rd day in the house waiting for an engineer!
She phone BT on Tuesday and was told that there was a problem and she would be contacted by Thursday Morning at the latest. – Needless to say , No phone call!!
We really need to sort this connection out. Is there anyone who can take this and run with it until it’s sorted? – We are getting nowhere talking to random individuals who have no real history of our connection history.
Please Help!
Doug

Hi dougchapel,
Thanks for posting and welcome!
I'm sorry for the problems you're having getting set up on BT Infinity. I can help get you sorted from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Cheers,
Robbie
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

HH5 & Infinity 2 Issue - Please Help

Hi,
Ok i've had a morning of being passed from one department to the other online and on the phone, and nobody seems to be able to help. Have seen various posts on here suggesting there is an issue of people being stuck on the wrong IP profile when upgrading to HH5 etc.
I have been paying for Unlimited Infinity 2, which should give me 76Mbps, however, I'm only getting a max of 39Mbps.
Please can someone start the ball rolling, what sort of info can I copy and paste on here to see what the problem is?
As it happens, I'm now due to be leaving BT in about 10 days anyway, but want to see if I can try and get some money back for what seems to have been a well-documented problem.
Many thanks in advance!

BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxx on Exchange SEVENOAKS is served by Cabinet 36
Featured Products
Downstream Line Rate(Mbps)
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Downstream Range(Mbps)
Availability Date HighLowHighLow
FTTC Range A (Clean)
80
66.9
20
20
Available
FTTC Range B (Impacted)
80
56.9
20
12.2
Available
WBC ADSL 2+
Up to 2
1 to 3.5
Available
WBC ADSL 2+ Annex M
Up to 2
Up to 0.5
1 to 3.5
Available
ADSL Max
Up to 1.5
1 to 2.5
Available
WBC Fixed Rate
0.5
Available
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0.5
Available
Other Offerings
FTTP on Demand
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Available
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For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.
This line has jumpers in place.
For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.
Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 30-Nov-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.
If the End User wishes to migrate from their current Broadband supplier they will need to contact them in the first instance to obtain a MAC (Migrations Authorisation) Code, and then contact their new Broadband supplier to arrange for the service to be migrated.
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Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.
Thank you for your interest.

BT Infinity Connection Issue (On Going)

Hi, i've been having problems with my connection over the past 2 weeks and since it seems that none of the people i talk to have any idea what's going on, i thought that i would post my issue on here and see if any one can help. I will try to keep this post up to date with any developments, and i will try to respond promptly to any questions.
For a brief summery, see Short story. For more detail, see Long story.
Any thoughts, ideas or sympathies would be apprechiated.
Thanks
//First post, please be gentle
=================
===Short story===
=================
-25th of January: Infinity installed.
-7th of March: Speed drops significantly and connection become unstable.
-8th of March: Problem reported to BT.
-13th of March (Morning): Engineer visits, finds no problem with the line, changes both the router and the modem. No change.
-13th of March(Afternoon): BT calls to claim that the problem is resolved. No change.
-14th of March: Connection on router starts to drop out every 2 hours, but green DSL light on modem remains lit.
-15th of March: Sencond engineer visit, clueless as to nature or cause of problem. Changes router and modem. Performs lift and shift. No Change.
-16th of March: Connection now drops out every 3-5 minutes.
-17th of March: Issue reported as a fault, engineer visit scheduled for the 20th to perform "triage". Optimism: Low.
-18th of March: Very sad student can't play games or do Uni work. =[
-19th of March: Will probably have to go back to Uni over spring break to work. =O
================
===Long Story===
================
On the 25th of January i had BT Infinity installed and was amazed when my download speed shot up to 38MB (from 5), and my upload was a staggering 9 MB (from 0.7). As a gamer, this was at the time fantastic.
However, on Wensday the 7th of March, i came home from Uni to find that my friend's voices on Skype sound all distorted. I decide to do a speed test, which reveals that the speed had dropped down to 3MB download, but the upload was still 8MB. I thought that this was a glitch, so i ran the BT Speedtester and restarted the router and modem etc. No change. Over the next few days, the speed fluxuated between 0-7MB down and 5-8MB up.
Naturally, i contacted BT, who after some convincing, booked an appointment for an Openreach engineer to come over on Tuesday the 13th. The engineer who turned up tested the line and after finding nothing wrong, changed both the router and the modem twice. As baffeled as me, the engineer told me to contact BT again as he was convinced it was something on their end. After 2 hours on the phone (an hour and a half of that on hold), i was told the problem was resolved and all i had to do was restart my router and modem.
I did so gladly, only to find no change in the speed, and another complication. After the problem was "fixed" my HH3 would lose connection every 2 hours, but now, it loses conneciton every 3-5 minutes, 24/7.
However, the Modem doesn't. It's only the broadband light on the HH3 that changes, the green DSL light on the modem stays on. After another lenghty conversation (thank god i dont have to play for these calls) the guy in India was certian it was a line issue, and dispatched another engineer on Thursday the 15th.
The second engineer, who i knew as he was a frind of my father, told me that he had been sent out on a "boost job", whatever that means. Basically, he told me that if he isnt supposed to leave until the problem is resolved. So, after 3 hours of changing routers and banging our heads against the wall with BT, he got them to do a lift and shift.
No change.
Completely stumped and at 6 pm (2 hours after the engineer was supposed to finish work) i let him go home, since there was clearly nothing he could do.
After another 2 hours on the phone with BT, i now have my own number that i can call BT on that connects me to a manager who has "taken over" the problem. He has dispatched another engineer for Tuesday to 20th to do "triage testing". Mean while, i can't do any work for Uni at home, play any games or even browse the internet.

Sorry, that was hilarious. I pressed the reply button and the page came up saying that my router had lost connection.
Anyway,
The speed tests i did with the BT Speedtester told me about the rediculas low speeds, but it didn't ask me do do anything further. However, the Speedtester hasn't worked for me since Friday e.g.
"Test Error
The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider."
What is a tap3 test? This is the first time i've heard of this.
I have not tried bypassing the Home Hub either. I've been a good boy and only done what BT has told me to.
Do you think that it could help?

Web template - Drop Down Box options - Issue

<b>Requirement:</b> We need drop downboxes for Fiscal Period and Version in our web template. When the query is run, users will choose one fiscal period and one budget version (there are multiple budget versions - 1. Original Budget, 2. Revised Budget 3. Consensus)
After the query is run, users should be able to see data for any of the past 6 periods and any of the budget versions. So in the drop down list for fiscal period, he should see previous 6 periods and in the drop down for Budgets, they should see all the budget versions.
If the read mode is set to "Posted values", then only the values user chooses for the variables at run time will be shown. If the read mode is set to "Dimension table" it'll show all the available periods from the transactional data, which is unacceptable. We also tried the option "Can be changed during Query Navigation" but it will not work the version drop down box as it'll show all the available versions (actual, plan, forecast along with the different budgets)...
So, is there any other way of solving this issue? By any Javascript?
<i>This is what I did for the Fiscal Period drop down, but then the solution is not complete.</i>
For the Fiscal Period variable, I created a new variable and checked the option "Can be changed during Navigation". Then the drop down will be populated with all the possible values. This is how the Fiscal year/ Period combo will work. We'll have two variables. Fiscal year is fixed and we won't have a drop down box for it. So user can not change the year after the query is run. But he can see data for any of the 12 periods of the year he selected.
But there is a catch. This is not exactly what we are looking for. For example, if the user initially selects Year 2005 and period 10, then he can see all the previous 9 period of year 2005 (also periods 11 and 12). No problem there. But If the user initially selects year 2005 and Period 1, then he expects to see previous periods. But since year is fixed, when he selects period 12 from the drop down list, it'll show him period 12 of 2005 instead of 2004.
To avoid that problem, we can also put a drop down box for year, but that will become too complicated, as the all the possible years will show up in the drop down. Still trying to figure out a solution around it. Also same problem arises for Version. We only want to see two versions of the Budget. But it'll show them all the possible versions including forecast, actual etc.
Any insight is highly appreciated.
Gova

Hi.
I has the same problem working on BID.
Either you need to save the template with a new name or do it under BIP.
It worked after for me.
That's why I only do my templates under BIP now.
I guess a new support package corrects this error.
Olivier

Infinity 1 issues and BT's lack of help, understan...

I had infinity 1 installed a week ago and have had major issues ever since, I have intermittent broadband and wifi. After spending two hours last night and five hours this morning, the end result is that nothing has changed and the useless customer service operative I spent five hours with this morning thinks it's my wifi between the hub and my devices. I've proved it's the same on a wired connection so I give up. I've now asked to go back to my hub 4 that worked perfect and I will migrate to sky or Virgin once my old contract expires in December. BT have done them selves no favours but to exploit their inability to rectify an issue they introduced. On top of that I cannot access half of the MY BT services as they cannot locate my account properly. Priceless

hi
you say you had infinity instaled a week ago but contract ends in december. im hoping you dont mean this december as when you had infinity activated that starts a new contract and i think the minimum is 1 year and you can migrate out without a hefty leaving fee.
wifi can never be gauranteed and all tests and readings should be done on a wired connection.
can you run these for us https://www.btwholesale.com/includes/adsl/main.html
http://speedtest.btwholesale.com/ after speed test also run further diagnostics and then post all 3 screenshots.

Time Capsule with BT Infinity modem issues

Hello all
I am attempting to set up my Time Capsule as the router and wifi, connected directly to the BT Infinity (UK based broadband provider) modem.
I have been using my MacBook Pro (mid 2010, Yosemite 10.10.1) and Airport Utility to configure the settings so far. I've managed to connect the TC and have created two wifi networks.
I have since been experiencing intermittent problems with the TC not appearing on the network, via AU on my MBP. However, when this does happen, the wifi seems to work OK. Can anyone explain why this might be so, and how to remedy this issue?
I have connected my Sonos ZonePlayer to the TC, but when the TC disconnects, the Sonos ZP then needs to be set up again.
I have also connected my Panasonic TX-50AX802 to the 2.4 network on my TC. This all worked fine at first, but then after the TC disconnected and wasn't available, the TV is unable to maintain a wi-fi connection. How might this issue be resolved?
I also have my iPhone 5s and iPad connected to the TC (both running iOS 8.1.1). These seem to be working OK. I haven't experienced any issues connecting with the TC via Airport Utility on my iPhone.
I would be grateful for any assistance with this as I have only a very limited understanding of the technical aspects of creating a network.
Thanks

I have since been experiencing intermittent problems with the TC not appearing on the network, via AU on my MBP. However, when this does happen, the wifi seems to work OK. Can anyone explain why this might be so, and how to remedy this issue?
In a word.
Yosemite
The fix is to use a better OS.. eg anything before Yosemite.
Sorry but Yosemite is bug filled and causes wireless issues.. take a quick look around this discussion.. 3 out of 4 issues will be yosemite since it came out.
On old laptop and especially if you upgrade installed.. then you really need to go back to earlier OS.. or at least clean install Yosemite and try again.
It can actually cause issues in combo with your iOS 8 due to the new handoff protocols which apple need to work a lot harder on fixing.
Problems in wireless with yosemite.
AWDL
https://discussions.apple.com/thread/6693499
http://help.apple.com/deployment/ios/#/apd8fc751f59
Turn off the computer.. reboot the TC.. do any other other devices have issues? Panasonic TV or Sonos?? if not the computer is the cause.
You might alleviate some of the worst effects by setting up the TC again.
Please use the following.
1. TC main name really short.. eg TCgenx (x actual number of the Gen if you like).
2. Set wireless names TC24ghz and TC5ghz.
3. Lock the wireless channels so they cannot change. eg use 13 or 11 for 2.4ghz
Use 100 for 5ghz.. but whatever works for you..
4. Test with no security.. briefly to make sure that all is working.
5. Set security as soon as you can.. WPA2 personal.. 8-20 character password no spaces.. no non-alphanumeric characters.. mixed case and numbers.

Infinity option 2 issues?

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