Infinity2 Speeds

Hi all.
On the 24th April I went from Infinity (36MB) to Infinity2 (36MB) these speeds were taken wired from the BT Beta speedtester, now MY BT shows my speed as upto 38MB and this has never changed and the IP profile when I use the old BT speedtest is set at 38MB.
Now I've had numerous calls to various parts of the world and numerous emails and during the first 10 days was told my speed would fluctuate but it never did. I eventually was passed to tier2 technical who told me the fault was at my exchange but gives us a few hours and we'll get back to you sadly that didn't happen, so when I called them surprisingly the fault was at my end so an engineer visited today and told me everything is perfect at my end. He did a speed check at the modem and registered 42MB a little short of the estimated 53MB.
Now I wouldn't say I'm complaining about the actual speed I'd just like to know why no matter where I check my profile (My BT or the speedtest) it still only says upto 38MB and no where near the estimated 53MB and why oh why did I have to sign up for another 18 months to receive no difference at all.
Now one thing in my favour is samknows and ofcom have emailed offering the chance to help them check broadband speeds, wonder if when I receive their little box that's checks and reports speeds back to them if BT will sort out my little issue.
Any advice greatly appreciated in helping me understand my problem.
Cheers

If an engineer has done a check, and your profile for download speeds is low but this may alter (increase) over time. Unfortunately a profile reset can't be done as Openreach will deem that DLM is doing it's job and keeping your line stable.
Since the increased speeds come with increased frequencies, this may be part of your problem for not receiving extra download/uploads. DLM will stabilise your line first and at a speed where it's comfortable.
The only other suggestion i have is that you may be under a "banded profile" which limits your speeds, this will lift over time once your connection settles.
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Similar Messages

Moving Infinity - pricing

Hi all,
I currently have Infinity2 and I'm on the 12th of the 18th months of the contract. Line rental is pay per month.
I am moving house now.
As I've been informed by BT, even though the new Exchange supports Infinity and Infinity 2, for my post code Infinity 1 estimation is 32-38mbps and ininity 2 is up to 40mbps - so practically the same.
So, I called the Options team: They said that I can either:
1. cancel all my services (about £150 cancellation fee)
2. move my current Infinity2 and still be on the same 18 month contract paying the same as now (even though I'd be receiving worse service due to Infinity2 speeds not being available) or
3. downgrade to Infinity1, and do a new 12 month contract. I am favourable to this option, however:
The first time I called the Options team, the agent told me that in order to offset my need to renew the contract, they could offer a discount from £23/month to £15/month for the 12 months.
After thinking about it and deciding to go for Infinity1, I called again to take that package. However, I talked to a different agent and there was not any way she'd agree to give me the same discount or any discount at all! The price she quoted is the normal rate of £23/month for 12 months - not even any sort of discount same as for new customers.
What can I do? Keep calling until someone feels like giving the discount? After all, I am not really requesting for a downgrade - I am forced to, because Infinity2 will be useless if speeds are 2% more than infinity1.
Help!

ikoz4 wrote:
3. downgrade to Infinity1, and do a new 12 month contract. I am favourable to this option, however:
The first time I called the Options team, the agent told me that in order to offset my need to renew the contract, they could offer a discount from £23/month to £15/month for the 12 months.
Be careful that you get the full details before you sign up to anything. There are currently three main versions of Infinity 1 with standard pricing as follows.
£15 - Infinity 1 (20GB)
£18 - Infinity 1 (40GB)
£23 - Infinity 1 (Unlimited)
Infinity 1 (Unlimited) at £15 would be an extremely generous offer considering BT don't strictly have to offer you anything as Infinity 2 is available at your new residence and you are still within the contract minimum period. Maybe the first advisor confused things with the 20GB version?

Power cuts

Hi all,
Over the last 2 days we have had 2 power cuts, have now found my Infinity2 speeds have dropped below what i was getting on Infinity1, when i was on Infinity1 i had speeds of 37/7, then when i upgraded to Infinity2 speeds whent to 48/7, now i am down to 34/6, scratching head about this.
Also, my upload speeds seem pretty poor for a supposed 80/20 connection, any ideas what is going on here, i know the 2 power cuts have'nt helped, but for the speeds to drop well below what i was getting on Infinity1 is very frustrating.

Not too sure power cuts & power off make any difference.
My neighbour only ever switched his Infinity modem, router & PC on when he wanted to use them, all powered from same switchable extension lead.
He always got 76Mb down and 20Mb up when ever he connected. So modem powered off doesn't make any difference.
However, last Xmas we had a major power cut for a number of hours, about 8hours, including loss of phone which is certainly not normal, so power failure and/or UPS to BT cabinets.
When it all come back my rate had dropped from 76Mb to 56Mb and 20Mb to 17Mb. Stayed like this for weeks and slowly crept upto current 70Mb and stayed there ever since.

New Totally Unlimited usage

So BT Retail announced they're making there usuage "Totally Unlimited" meaning that P2P will no longer be capped at peak times.
Personally this won't benefit me as I never use torrents. Though I expect many to think this is great, any thoughts?
Source: BT Broadband packages
Edit: Also appears you can now see the Faster Unlimited Broadband package without entering your number to see if you can get Infinity. The price seems steep though!
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

sjtp wrote:
Also see http://www.productsandservices.bt.com/products/broadband/packages which includes Unlimited Infinity 1 for £23, which would be relevant for people who can't get Infinity2 speeds. Not sure why BT have two similar pages showing different information (I can guess though; incompetance and inefficiency).
I don't use p2p either so I don't think it makes any difference to me. Are the current packages automatically changed, or does one have to sign up and restart a contract? The naming becomes typically confusing.
BT Infinity 2(old package); which is Unlimited; but with throttled p2p.
Unlimited BT Infinity 2 (new package); which is Totally Unlimited.
The old BT Infinity 2 package with 40GB usuage has been removed.
BT Infinity 2 old Unlimited package is now Totally unlimited no P2P caps at peak time.
As you said you can now order Infinity 1 with Totally unlimited as I mention'd a moment ago. You also get cloud storage and yes I'm assuming we will have to renew the contract if we did switch and probably be charged the activation as well.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

BT Infinity2 - woeful wireless speeds

Posting this as a warning for anybody thinking of taking a contract with BT infinity - don't bother, as if anything goes wrong thats outside a script you are in trouble.
Currently in the middle of a support nightmare. Speeds to my router are fine around 60meg
Problem is my wireless devices only end up getting an average of 2-3 meg. If I reboot the router or change the channel the wireless speeds will jump up to where they are supposed to be (25-35 for wireless) - but then fall off a cliff after a short time.
Spent the last 2 weeks going back and forward to a bunch of clowns in India who have basically told me to accept these speeds as wireless can't be guaranteed. One guy even said 'this is perfectly normal for BT customers'!
So most of the time I struggle to stream a song without bufferring.Never mind watch movies on multiple devices across the house. Thing is everything worked fine for a year or so - nothing has changed - no steel walls have been installed in my house! Actually had better wireless speeds on my old ADSL connection.
Easily the most frustrating and useless support I have ever received.

Stating the obvious, if you as consistently getting good wired speeds the problem is obviously a wireless one. It could be wireless interference that is causing the problem.
First thing to try, if you haven't already tried it, is a factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds. This often sorts out wireless problems.
Try downloading and running inSSider. This will show you the wireless channels that your Homehub/router is transmitting on as well as the surrounding networks. You want to take a note of the channels in use and change your Homehub onto a channel that is not being used.
See Link how to do that.
http://bt.custhelp.com/app/answers/detail/a_id/14094/~/how-do-i-change-the-wireless-channel-on-my-bt...
See link for inSSIDer
http://www.techspot.com/downloads/5936-inssider.html
I have found that channel 13 is generaly the best channel as it is not used by other routers by default.
If the channel change does not help it could be that there is an electrical source such as a TV, cordless phone etc causing the problem. Also make sure that the Homehub is not sharing a double socket with anything.
If you have eliminated electrical problems it may be that the Homehub wirless is failing and a new hub is required.
Personally I would spend a few pounds on a decent third party router and do away with the Homehub altogether. As long as you get one with a WAN connection it will work with the Openreach modem.

Huge speed drop on Infinity2 :(

Hi all, Ive been signed up with BT for nearly a year now and have been very impressed so far (after coming from VM) - Im on the Infinty2 plan with Broadband/Phone only and speeds ever since installation have been very fast and consistent, infact no problems whatsoever since day 1...
Until about a week and a half ago when I noticed content heavy pages and sites started to take a while to load, so I ran a speed test and the first one reported about a 50% drop in speeds. Slightly worrying but still reasonably fast. Over the following days using the net started to become a real pain to use, pages were taking a longer and longer time to load (or timing out) and watching videos become increasingly difficult, gaming suffered the most (the reason for buying the service) and with each speedtest I ran the speeds were getting lower and lower. At the moment my connecton is currently runnning at about 2-3mb down and seems to be capped at 1mb up?
After a call to BT and a visit from the engineer the next day, he said the line appeared to be ok and was reporting a speed of 76/20. Ive since changed the router back and forth between the HH3 and my own Netgear one and the NG produces a slightly faster speed but still only a fraction of what I'm paying for :/
Any help would be much appreciated, or pointers in the direction of further trouble shooting.
-marc

Time for another update - sadly still no change. After searching a lot of tech forums I found a few settings and checks to carry out (mostly command line stuff) At the weekend, after resetting/clearing the DNS cahce there was a slight increase for a few hours - jumping to about 8 up and 5/6 down :/
But after the weekend the speed dropped back down again to the usual '2 down and 1 up', The connection at the moment appears to be so slow that even the BTW speedtest can't carry out the further diagnostics part of the test!
The only test I haven't tried recently is a direct connection to the modem from my pc (as this will involve moving furniture and general faffing, so this is a job for the weekend!) as I'm using a different router at the moment, NetGear WNDR3400
After searching on the web, Ive found and tried the following things:
-global autotuning setting in win7 - disabled or auto
-disable IPv6 on network card
-change speed/duplex setting on network card from auto to 1Gbit/Full duplex
-update driver for network card (was slightly out of date)
-reset tcp/ip and winsock settings in win7
-flush/release/rest DNS settings
None of these settings made little (if any) difference apart from clearing the DNS which led to the temp increase in speed at the weekend.
Ive sent an email to the mod team after the last update so maybe I'll get some sort of resolution some time soon...

Infinity2 installed today; not as good as I was ex...

Hi all,
Openreach fellow turned up and installed the Infinity2 service today. He said on the way out that he'd gotten a full 80/20 on his little gadget that he used. However when I tested it with (the last 12 hours) I've been getting inconsistent results such as 4/8, 10/10 and most of the time 20/18. I've tried it both via ethernet to the HH3 and wirelessly.
The IP profile is set to 77.43/20, are the speeds meant to gradually climb over the first 10 teething days? Because the engineer said that the speed we get now should be the same after the X amount of days. The distance to the cabinet is approx 250 metres.
Or are my conditions not capable of getting the the max IP profile?
Thanks in advance

The DLM [Dynamic Line Management] system in the cabs monitor all lines for the first ten or so days to not only check the speed but also the stabilty of the line.
You will get some erratic reading while the DLM decides what is the most stable sync for your line,it does this for all lines at all times,but mostly during the first 10 days following a new connection.
If you just use it and try not to reset your OR modem [the white box] or you HH3,then your sync and IP profile should give you very near to the estimated speeds and sync that you were quoted at the point of sale.
BT do not answer any speed querys unless the line speed falls below about 12Mbps on infinty,so imo you should just wait out the ten days and it should smooth out.

Infinity speeds not what BT promised in contract

BT,
13 months ago I signed up to Infinity and then upgraded to Infinity2 earlier this year. My contract letter from BT advised I should be able to download at 29Mbps and for most of this year that has been the case. Often it exceeded that as can be seen from the attached graph. I appreciate it's not using the official BT test but I have used that and the results are identical. You can see the highest speed was 38.59Mbps. Impressive!
As you can see there has been a substantial drop in speed in recent weeks. I have performed tests via both Ethernet enabled PCs and wireless 'n' laptops and the results are identical. I haver also run tests at 6pm and 11.30pm with no difference so busy times are not a factor. I have performed a power down on the router but the low download speeds persist.
Is this a problem only BT can fix and if so how do I go about getting it fixed? Can it be done via these pages or is a phone call necessary?

resets are the worse thing you can do as the DLM will see the line as unstable and reduce your IP Profile to stabilise the line you now need to leave the modem powered up 24/7 with no restarts for at least the next 2 weeks to give the DLM to see the the line as stable and then your IP Profile should start rising again
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Very slow torrent speeds but 40meg speediest

I have recently upgraded from BT Infinity2 to BT business broadband because I was told that would cure this problem, but hasn't. Dont know if anyone has a solution, but..
I have my Imac wired into Draytec router via CAT6 cable ( via a netgear network switch) when running speedtest I get a download speed of roughly 40meg, BUT I'm currently trying to download 18 torrent files of Tv shows and my total average download speed is:5.4kb/s I can see the number of seeds for these torrent files exceeds 100 and in one case the seeds total 11 and there are no peers.. so why is my torrent speeds so poor? If i try and download at 6am I can get 35meg! I have spoken to BT who say there arent any restrictions on my account, nor do they thorttle and bandwidth .. any ideas?
TIA
Wayne
Solved!
Go to Solution.

Welcome to the BT Residential Customers forum
If you are a business broadband customer please could you post on the BT Business forum at http://business.forums.bt.com/
Thanks
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.

Help Mods Infinity2 IP Profile

Hoping one of the Mods can help me on this before I go totally nuts.
Am sick to death of dealing with the incompetent automated liars you call tech support and customer services.
Multiple times I have complained about the speed of my infinity2 line and other than repeating lies NOTHING has been done.
At point of sale I was told my speed would be just shy of the 80MB down 20MB up. Fantastic
At install sure enough about 78MB Down 18MB up - Perfection.
Several months later I notice things aint moving as fast. I use the speedtest.net and the official speedtest.btwholesale sites and find my download speed is now 47MB! - A Drop of 31MB so I report it. Oh we need to test the line hold please
line gets tested. we cant see a problem we will monitor just leave it all connected.
Nothing every improves.
Next month - call again explain everything get told we need to run a line test
saga repeats.
So called tonight to say right I want this fixed - your own systems show the IP Profile has been capped at <50MB what is going on. We need to test the line
HALF AN HOUR LATER i get a call back - theres no fault we dont understand what your problem is. Eh! Dude I was sold an 80MB Product. at Point of sale was told speeds >70MB - Actual is <50MB
So i press the engineer why is the IP profile capped. Erm well thats. erm we dont know.
Ok says I are you going to get the IP profile reset. Their reply well we will monitor your line. Pardon! I need the IP Profile lifted and someone to FIX MY BROADBAND!
Point of simple customer relations BT - YOU SOLD ME A PRODUCT! YOU SOLD IT TO ME WITH AN EXPECTED SPEED. YOU ARE HAPPY ENOUGH HELPING YOURSELF TO MY MONEY EVERY MONTH. HOW ABOUT YOU SMEGGIN DELIVER THE PRODUCT!. NOT LIE, FOB OFF and generally BS your customers!
Or maybe you would like to introduct option 3 infinity. Chargable at the same price as option 2. and then for every case where you FAIL to deliver the POS Promised speeds you refund the customer
so by my count since you have SOLD me 78MB Broadband but only deliver 47MB that means you owe me a refund for the 40% of the service you failed to deliver. A cheque from your CEO as well as a full explation posted PUBLICALLY i think.
MODS CAN YOU PLEASE! TAKE SOME ACTION you guys seem to be able to get action in this corporate lying machine called BT - Please grab what ever Engineering person you need to by the balls and start squeezing until action gets taken. and I mean REAL ACTION - not any more lies, BS and false promises.

Hi Skynet
Welcome to the forums.
We can look into this for you.
Send us an email using the contact us link in my profile you can find it in the section 'About Me'.
Cheers
Stuart
BTCare Community Mod
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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 :-)

Very slow broadband speed following line fault

Having recently had a noisy line fault repaired I have been left with broadband that is running at a very slow speed. Having read several other posts on this forum it seems that my IP profile needs resetting in the local exchange. I am reluctant to try to explain my problem to someone in India (because I can envisage a rather lengthy call which could possibly be to no avail) so can anybody tell me if there is an alternative way to reset my IP profile.
BT's speed test results were as follows:
Download speed: 680Kbs
DSL connection rate: 2464Kbs (downstream) 448Kbs (upstream)
IP Profile: 750Kbs
Any help would be useful,
Jim
Solved!
Go to Solution.

Soulvache wrote:
reme8488 wrote:
You have 2 choices -
1: wait the 3 - 5 days and see if your profile resets (providing you have a stable connection for the period and leave your modem on 24/7)
or
2: contact the moderators here to see if they can be of help.
I think you'll be stuck with the former though.
Tom,
As I have posted above, we have not even seen Jim's line stats. This would make it impossible to try and establish what is actually occurring with the line and connection.
I thought about that straight after posting (actually meant to put that bit in my op ) and then spotted your post when I was going to edit my own. Was too quick on the keyboard there after watching a rather entertaining Fullham vs Chelsea match on my lappy.
Kind regards... Tom
BT Infinity2:

Infinity2 hell

Please help...
I've had infinity2 for about 3 weeks. Expected dl 79, up 19 as I'm less than 100m from the cabinet. Initially everything fine bt speed test gave me 77, 19 working great. Slowly the speed started to drop eventually at 50 dl. Then on Sunday the HH5 started to flash all colours and no internet. Reported the fault on Sunday afternoon and told then fault would be fixed within 48hrs. Received email starting engineer allocated and wouldn't be fixed until Thursday!? Internet not working Tuesday afternoon so phoned again, told needed an exchange engineer and would need another 24hrs but would be fixed Wednesday afternoon. Wednesday afternoon no internet... Phoned again now told engineer had been allocated (again?) and would be working on the problem Thursday, Friday and Monday. The problem would be resolved on Monday 23rd. Whilst calmly discussing the matter with the BT customer service staff my wife phoned me at work to excitedly tell me an engineer had phoned the landline and explained it was fixed and everything should be working ok again. I passed this onto the customer service worker and he was unable to give me a sensible explanation. On returning home I did a speed test and my dl is 34 and ul 10' ping is 68ms.
What's going on?!? Every time I phone I get a different answer they really don't seem to know what's going on. How do I get this problem resolved and my speed restored. Any suggestions would be warmly received.

Ok managed this:
Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
1. Product name: BT Home Hub
2. Serial number: +068543+NQ44330033
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 29/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:36:03
6. Data rate: 14999 / 37264
7. Maximum data rate: 32481 / 82919
8. Noise margin: 15.4 / 13.3
9. Line attenuation: 12.1 / 11.6
10. Signal attenuation: 12.2 / 11.6
11. Data sent/received: 111.8 MB / 2.1 GB
12. Broadband username: [email protected]
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-8WN7
15. 2.4 GHz Wireless connections: Disabled
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: BTHub5-8WN7
19. 5 GHz Wireless connections: Disabled
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: d0:84:b0:e6:66:ca
24. Modulation: G.993.2 Annex B

Getting slower speeds if using Apple Time Capsule?...

Hi. Have had Infinity2 for a couple of weeks and am happy with the sevice - much faster than my old Virgin cable. When the engineer came he installed the white modem box and connected it to a Home Hub 4. With Virgin I used the Superhub in "modem" mode and connected it to my Time Capsule which handled all the wireless stuff. I was planning on doing the same kind of thing with the BT connection as I was very happy with the Time Capsules wireless performance. The Time Capsule is around 3 years old so it's not the newest one out but I was getting good speeds from the virgin service. After a search around the internet I found a forum instructing me to connect the white modem box directly to the Capsule and set the capsule up in PPPoE mode. This all worked really well but I was suprised at how slow the wireless connection was compared to the HomeHub. The HH4 got me around 71Mb bits per sec and the Capsule got me around 43Mb per sec. Can anyone give any guidence? I am happy with the wireless speed the HH4 is giving me but wite wifi signal can be erratic at times - some mornings a power cycle is needed to reset the wireless signal. Also, when my wife uses her hair dryer, this also sometimes knocks out the wireless signal and I have to reset. Any help would be great. Thank you

My time capsule bust recently but before that I had it connected via. powerline adapters directly to the HH3 rather than to the modem.
I know I only have infinity 1 but I used to get download speeds via. wifi of 37.6 - 37.8 from my 38.72 connection from the time capsules wifi.
I now use an even older original Airport Express to create a WifFi network in the same manner and get exactly the same download results.
I would recommend steering clear of the OpenReach Modem and connect the Time capsule to the HH4 and see if you get better results that way.
I would also set your WiFi to 802.11n only (5GHz) to keep away from interferring signals.

Same same old story regarding Speeds

Pay for and am supposed to get Infinity 2.
Have had 3 engineer visits in recent months - each time resetting my Profile and restoring the kind of speeds I was assured I would get when I signed up. Yet for the 4th time I now find my download speeds deteriorating drastically from day to day - at any time.
Here are my HH5 settings and the further diagnostics from the BT Wholesale test. Test was done of course both wirelessly/via Ethernet with virtually no noticeable differences.
Am at a total loss to understand why this cycle of poor speeds keeps recurring soon after each Engineers visit!! Why? My noise levels are as can be seen fairly low and I have tried the quiet line test with no appreciable noise hiss or whatever. I have had all 3 visits kindly arranged through the Moderators but am now seriously wondering what the point of all this is. My upload speed as I had said is not too bad and bizarrely I can get uploads of around 17 mbps even when my download falls ( as it often does ) to as low as 3mbps - on infinity 2 ! How can BT get away with this nonsense!?
Thanks for any ideas ....

Am now expecting an Engineer's visit very soon - it will be my FOURTH in a short time. But must remain sceptical anything will be permanently sorted.
Just out of curiosity can anyone give me a sensible explanation as to why my upload speeds are Significantly better than my downloads? Usually the other way around of course. A mystery.
These two latest tests were done with wired Ethernet connection. Really appalling are these download figures for Infinity2.
Thank-you.

Really Slow Broadband Speeds

Hi,
My broadband has been runnng really slowly since wednesday - my usual 4-6Mbps download speed is down to the near 80kbps (!!) - upload speed is around normal, at 0.25Mbps.
Here is my ADSL status;
ADSL line status
Connection Information
Line state
Connected
Connection time
2 days, 20:54:36
Downstream
8,128 Kbps
Upstream
448 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
13.7 dB / 31.0 dB
Line attenuation (Down/Up)
20.0 dB / 9.5 dB
Output power (Down/Up)
15.8 dBm / 2.1 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
3337 / 13
CRC Errors (Down/Up)
6 / 10
HEC Errors (Down/Up)
31 / 3
Error Seconds (Local/Remote)
6 / 7
I have checked the exchange which is in Kilkeel, Northern Ireland, tried a quiet test line which seemed to be ok.
Please Help
Thanks
KevyMatts

KevyMatts wrote:
Here is a screenshot of the bt speed test;
There's definitely something amiss there Kev as your IP profile matches your sync speed. Best to do as John has mentioned and e-mail the forum mods to see if they can have some light shed on things and hopefully get this put right for you (& the others in the same boat).
Kind regards... Tom
BT Infinity2:

Infinity2 Speeds

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