New Infinity Install - 3 days in... 2Mb Internet?

We had BT Infinity installed 3 days ago. Line speed hasn't changed from when I did the speed test with the engineer still present. Was told that it would "Get better" over the next 24 hours, but that didn't happen. Estimates from the BT site were 45mb down, 8mb up (Approx 700m from cabinet). We are getting 2.5 down, and 4mb up.
After phonining customer support, I was told this is OK and that it will get better as it stabalises over the next 10 days. My feeling is that this is just broken, and I'm going to end up wasting 10 days with broken internet. Does anyone have experience of this? Is it magically going to get better? It seems strange to me that our up is twice as high as the down, but customer services seems very reluctant to actually do anything during this period.
Multiple speed test sites all give roughly the same result.
Do I keep complaining? Or will this magically fix itself?
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In a strange turn of events, after calling customer services to say it was broken, and them saying I needed to wait 10 days ... 30 mins later an Openreach engineer turned up at the house (yeah, 30 mins ... on a Saturday!), saying there was a fault and that he had been sent to fix it.
Internet is now operating at the expect speed. Pretty impressed.

Similar Messages

New Infinity Install - Dialup Speeds ...

This morning, I had Infinity installed by BT, although it was ordered through our ISP, a local firm who I've bought internet connection and services from for years - they have some sort of proxy deal with BT, and so actually my broadband has always been a BT service. However, the supplier, after checking recommended the NetGear N600 Dual Band Router, and I see that quite a few people here and on other forums are using 'non-standard' routers, and clearly they work.
We got off to a shaky start this morning, which turned out to be no username and password in the router. Fixed that. Got a connection - slow at first, then managed to get to 8.6Mbps up and around 16Mbps down - I was told 25Mbps down and 10Mbps ... that's what it says on my order confirmation.
The line is confirmed at 38Mbps.
But through the day the speed has dropped to near dialup rates, and most of the day I've been getting an uplink of around 120kbps, as reported by YouSendIt after it took 15 minutes to send a 12Mb file. The web is slow - pages are refreshing in slow motion, and email is sluggish.
Speedtest.net reports 0.12Mbps both up and down.
This is an entirely cabled setup, by the way. Yesterday I was still running my ADSL ... and frankly I wish I still was ...
I'm told I'm in the settling down period and have to wait 10 days ... but seriously, speeds this low?? Is that normal? I might expect them to wander between fast and medium, but not to drop way below ADSL.
My work is screwed and my supplier tells me he can't do anything until the 10 days are up.
But I'm here asking if anyone has any ideas about this? Configuration of the router? Anything!
I did a BT Speed Test this afternoon, and oddly that reported the line at 35.35Mbps down and 8.86Mbps up ... the performance, however, is nothing like this, not even close ... genuinely Speednet seems to be telling it like it is, not BT ...
I'd appreciate any help at all, because I'm in a bit of fix now.
Thanks.
Julian.
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Haha! Well, at least that made me smile!!
The company I use is a family company, a tiny company really, quite local, and they have had my business since 1994, so there is a high degree of trust and reliability, and they generally deliver a good service and great tech support.
But, they are new to this system - they said that yesterday, and unfortunately will likely be at the mercy of BT Wholesale and whoever else.
More unfortunately, my current work, my livelihood, is suddenly in jeopardy because of this. So it's a fraught and difficult issue suddenly ... and one in which I don't want the 10 days excuse thrown at me.
Settling down with middling to high speeds is one thing, but here, something is badly skewed, I agree.
Well, thanks anyway for your attention ... when and if it gets resolved, I shall post here so hopefully some other poor soul may get some help from it!
Julian.

New Infinity install - abrupt decrease in speeds.....

Infinity installed Monday 27th June
Ran speedtest.net test with OR Engineer present (wireless connection...)
First image (above!) doesn't appear on preview - so I'll summarise
d/l 35.64 u/l 6.23 ping 32
Speeds have plummeted, and connection lost on several occasions, followed process in Hub Manager (summarised very well I see in http://community.bt.com/t5/BT-Infinity/Infinity-kit-keeps-dropping-connection/m-p/162937)
speedtest. net (ethernet connection) now
speedtester.bt.test result (yesterday evening) ethernet again
This is a slight improvement on the previous test when d/l ip profile was about 1100 !
I was unable to carry out the further test (after changing username and re-connecting) as test did not run
So...
Should I expect this? should I wait a couple of days (or more) for the ip profile to improve (by a factor of 20x or more?)
Or contact the Mods?
Cheers,
Alb
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...
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Thanks Dave,
/Quote (quote button fails with error so copy/pasted)
Turn both boxes off, turn on the modem and wait for DSL then turn on the HH£ with everything preconnected and you should then resume superfast BB
end Quote/
checked version and date, and would seem to be OK. Didn't really want to shut down modem and hub as it may affect IP profile. [mind you, this is hub version not modem firmware] Anyone know how to check that?
Mind you the latest results are not particularly inspiring anyway...so it couldn't make it any worse!
Al
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...

New infinity install with a master socket move - w...

As I understand it, Infinity requires a modem plugged in directly to the master socket & a power point adjacent also. This is of no use to me at all & I would like the master socket moved. Now, from what I read here, BT will do this "officially" for £130, or on an infinity install, the openreach engineer *might/should* do it if it is straightforward.
I plan to run cat 5e cable from the master socket location, up a cable run we have in the property to the new location where I want the master socket to be located, leaving both ends unconnected. Then it should be simple enough for the engineer to connect at each end and then carry on working from the new master socket location. Maybe they could even use the second pair in the cat 5e to reconnect the original set of phone sockets we have around the house that are currently connected from the existing master socket.
Could someone advise please...
1. Is cat 5e cable the correct cable to use?
2. Does my plan sound viable? Is it technically correct?
3. Could the second pair in the cat 5e be used in the way I have described? Thanks in advance.

Thanks for the reply & welcome Michael.
Some subsidiary questions then please.
1. Should I run a different sort of cable other than 5e? If so, what would be the correct type?
2. Your very helpful diagram suggests that BT would surface run up to 30m from the Master Socket to the modem. My cable run would be much less than this. Would I be better to run cable myself (in my cable run) to be used as the connection from the master socket to the modem? If so, what sort of cable should it be please & does it need to have a connecting plug on the end of it (where it plugs into the master socket) or will the OpenReach engineer fit this him/herself. I guess if they surface run cable they will be able to attach the plugs on the end of the cable. What sort of connection is it?
Thanks for you time - and for anyone else's who replies.
I should also say I am not bothered if the Master Socket is moved, AS LONG as the modem & router (home hub) are NOT located adjacent to the current position of the Master Socket. I estimate the direct cable run required if I run the cable will be no,more than 15 metres.

New Infinity install and Philips Smart TV

Any ideas on how to resolve my connection issue. I have a Philips smart TV which until I had Infinity and the new HH3 installed on Thurs(7th Feb.) connected without any issues with my previous supplier's BB (Sky). Tv is connected and finding net ok but cant/wont connect to Smart Tv. I've enabled Port clamping as advised in other posts but still no joy. Any other suggestions appreciated. I pretty sure its not a TV issue as It worked no problems pre Infinity and TV is as up to date as you can get,Software update etc.
Thanks
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Hi,
I have the same problem with a Philips 40pfl8605 and a home hub 3 (but not the infinity package). the tv connects to the router, either wirelessly or via ethernet, but will not load Net TV. I get an error message which says 'Philips server not found. Try again later).
Keith, I'm on my home network now but you're link wouldn't open a few minutes ago. I can't work out how to message you directly on this forum, but if you can send me the content of that link on the thread, i'd be grateful. I'm pretty sure this problem stems from the router as the Net TV has connected in the past, when I've had a netgear router. Philips have been useless and after running through standard checklists such as clearing the Net TV memory, reinstalling software (which is up-to-date) etc, simply advised to send the (3yr-old) tv for repair.
Looking forward to hearing from you.

New infinity install or lack of it ?

Well where do I start from the beginning I suppose was with sky 4 years for phone broadband tv upgraded to fibre in jan 13 but nothing but problems due to poor speeds and congestion so managed to cancel within 3 month cooling off period so looked around for a better deal decided to for bt infinity 2 evening weekend calls £50 sainburys gift card and £20 for 3 months,which I ordered on 13 march for install on 28 march great! Until 2 days later found offer improved to £100 gift card contacted bt said cannot get the new offer unless cancel order and reorder but will put back my install date by another week so I left it as it was,
Bt home hub was delivered on the 26 two days before install great,then install day engineer booked between 8-1 pm around 8am phone goes dead off until around 11 then connected to bt but no 1571 call minder and no caller display which was ordered and confirmed by bt,gets to 12.30 no engineer phoned bt said he was behind due to weather but would call when he's on his way,waited another 2 hours still nothing phoned bt again they said engineer not coming now because the line was not connected at the time he was in the area,what? a joke they said that infinity cannot now be installed until next week due to this and that they needed to place a new order for call minder and caller display to be activated 4 April , I said this is not good enough and left me with no Internet they said that we will give you £40 credit on your bill and if you go out and buy a mobile Internet dongle until infinity is installed, what a joke! Told me to phone back Saturday to get a engineer booked once system is updated, well this was not what I was expecting from bt thought sky was bad but this is even worse think I have jumped out of the frying pan into the fire ! Well let's see if bt can deliver on speeds stated 55 down and 16 up when I finally get connected if not will be cancelling this so far terrible service !
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Hi Jaseb41,
Thanks for the post. I am sorry that you have been left without an Internet connection. Did you a get new engineers appointment confirmed? If no then I will be more than happy to get one booked ASAP.
Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
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 :-)

Home Hub 3 config for new Infinity install

Hi all,
Well, I've been with Demon Internet since almost day 1, way back in 1993 IIRC. However as BT have now rolled out Infinity into our village, and I can almost spit on the Infinity cab from my office window, I've decided to jump ship from Demon (bad move perhaps?)
I have quite a big internal network with several NAS, network printers and other stuff, and also use Wifi via an Apple Time Capsule/Airport Router that is connected to a Netgear router in brige mode.
I don't really want to have to fanny about reconfiguring my whole network to a new subnet, and wonder just how 'manageable' the HH3 is? Will the Openreach eng. ensure the router is configured to my requirements or just set it up as default and so long as he has a gateway connection out onto the net will just leave me to it?
Any advice, other than of course telling me that they may actually not bother to turn up at all....!

Thw Home Hub is intended to be a "plug and play" router for residential customers with no technical knowledge.
The engineer will normally go through connecting one computer to the hub to check that the connection works OK. That's about all.
Compared with more "professional" products, there's an awful lot that can't be tweaked on the HH. If it matters to you, you may be better off buying your own cable router.

Since Infinity installed wireless adaptor settings...

Had Infinity installed 2 days ago (hub 3) and everything worked fine until I tried to logon the next day. It seems my setting are not being saved, i was guided through the complicated process of finding and reconnecting with the hub by BT helpdesk people but as soon as the computer is closed down the problem reappears. Can anyone help, in simple language please as I'm not very computer literate.
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I'm using Windows XP service pack 2 with a NLink IEEE802. 11G Wireless LAN USB adapter.

Adobe Flash crash when I try to upload some photos to create an album on Facebook . I think this issue related to the new version of Mozilla Firefox that I had installed 3 days ago and cause my system not able to open the internet . But I have sent a rep

Adobe flash crash when I try to upload photos to created album on Facebook . Is this related to the new version of Mozilla Firefox that I installed few days ago.
== This happened ==
Not sure how often
== This morning July 18th 2010

Did you reinstall CS3 after CC?
For that matter, doing an in-place upgrade on the OS is always a gamble with Adobe programs. Reinstalling all the versions you need, in order, would probably solve your problem.
And you shouldn't need to save as IDML after opening the .inx in CC.

New Infinity Installation. No internet connection ...

Hi.
Had Infinity installed on Thursday afternoon and was initially impressed with 40Mb+ download and 15Mb upload speeds.
However, at about 5.30pm webpages stopped loading. Rebooted the HomeHub3 and was ok again for about 15 minutes but then nothing for the rest of the night.
Internet was back the next morning but same thing happened again last night until about 11.15pm when it was back as if nothing had happened. Whilst there is no access, the HomeHub shows 3 solid lights. It's like there is a connection but its so slow that webpages time out. Tried using wireless connection and wired through Powerline adaptors. Also tried connecting directly to the router.
So for 2 nights out of 2 I've had no access to the net which is obviously not acceptable. Can anyone suggest anything that I can try? I will have access to a new router later today so I will try using that.

Hiya - same thing has happened to me - go BT Infinity2 installed last Tuesday, all ok 48mb down 9+up until Fri 18th May when it dropped out and was v.slow. No internet until Saturday 19th during the day. Then 40+mb ok until 2330 Saturday 19th dropped out log shows CWMP:session connect host failed - again no internet until Sunday 19th - a call to 0800 111 4567 remedied the situation with "a fault at the exchange - working the the exchange" then I got 48mb dowm, 9mb up until.... 2330 on Sunday when the signal dropped out - like you, SensiBlue, three bluse lights and I can ping a server so theres a connection, but the log again shows CWMP:session connect host failed and CWMPSL certificate error. No internet again all night - a further call to tech help merely resulted in the response than an engineer will come to my house - in four days time! to see if its a fault on my line. This hardly seems likely as I can ping out, and the line was checked - just 6bB loss only on Tuesday. I have tried a new router too - no difference. This intermittent fault seems to be fairly common on the forums too. Anyone got an idea? Like you say, SensiBlue, its not acceptable.

New Infinity 2 Install (Originally 47 Down 10 up n...

Having endured 2 days without any internet connection awaiting my install (in itself quite staggering in this modern age) I was pleased when the engineer finally turned up yesterday at 17:55 in a 13:00 - 18:00 install window. Everything went smoothly and I was told there were no problems. indeed when I tested the line (using a non BT test) I was happy to see numbers similar to what was expected. In the region of 44 down and 10 up.
This morning (06:00 AM Saturday minimal contention issues) us a differnt story. The net is crawling and any intention I had of catching up on work I missed during the downtime seems unlikely. Coming across this forum I used the official Speedtest check and was perturbed to find I was now getting 7.5 down and 0.97 up. Multiple attempts to retrieve additional results informed me there was an error and these could not be provided.
I appreciate that linespeed takes some time to stabilize however when the Infinity 2 advertisement states 77Mb, the estimation is in the region of 40/10 the previous ISP provided 18/01 to be running at under half that download speed I started with and at 10% of the advertised rate suggests to me that there may be a further issue here.
I have checked and rechecked all the client-side equipment disconnecting everything except for a laptop connecting into the hub directly.
Please could someone advise on how I should proceed as it seems not unreasonable to think that something is amiss and having already suffered prolonged downtime I am keen to rectify this as soon as possible. Assistance is much appreciated.
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I appreciate that respondents have an official script to follow and are required to ensure certain steps have been taken prior to progressing an issue but the information requested was provided in my original post this morning. At least having the course of the day it is evident that this was not isolated behaviour and in fact the situation has continued to deteriorate since then. Please find a duplicate of the information provided this morning and further tests taken since:
Sat 11.05.14 08:00
1. Best Effort Test: Download Speed : 7.5 Mbps
2. Upstream Test: Upload Speed : 0.97 Mbps
Sat 10.05.14 10:15
Short disconnect from 10:05 - 10:10 ish
1. Best Effort Test: Download Speed : 5.88 Mbps
2. Upstream Test: Upload Speed : 6.93 Mbps
Sat 11.05.14 13:00
1. Best Effort Test: Download Speed : 5.9 Mbps
2. Upstream Test: Upload Speed : 7.05 Mbps
Sat 11.05.14 16:00
1. Best Effort Test: Download Speed : 5.79 Mbps
2. Upstream Test: Upload Speed : 0.58 Mbps
In each of the above cases when requesting additional results I received the following message:
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.

TS1702 None of these steps work, also tried hard reboot. . Cannot update or install new apps. Just says waiting. Internet data working fine. My iPhone works fine. This is all on my iPad

None of these steps work, also tried hard reboot. . Cannot update or install new apps. Just says waiting. Internet data working fine. My iPhone works fine. This is all on my iPad

Make sure that you do not have a stalled download in iTunes - a song or podcast .... if you have a download in there that did not finish, complete that one first. Only one thing can download at a time on the iPad so that could be what is causing the problem.
If that doesn't work - sign out of your account, reboot the iPad and then sign in again.
Settings>Store>Apple ID. Tap your ID and sign out. Reboot the iPad by holding down on the sleep and home buttons at the same time for about 10-15 seconds until the Apple Logo appears - ignore the red slider - let go of the buttons.
Go back to Settings>Store>Sign in and then try to update again. Tap one waiting icon only if necessary to start the download stream.
Sometimes resetting all settings can help as well. Settings>General>Reset>Reset all settings. If you do that - you will have to enter all of you app and device preferences again.

CS3 Re-install on New Windows 7 Upgrade at Restart stops Internet connection

I upgraded to Windows 7 from XP (reformated disk/HP computer). I re-install MS Office, Quicken & other software and my internet connection works fine. On re-installing CS3 Web Premium, I maintain the ability to connect to internet up to the FINISH/FINISH & RESTART screen. With a restart, I loose the ability to see the internet. If I un-install CS3 and restart, my internet connection is restored. If I install all but Photoshop, Dreamworks, Illustrator, or Fireworks, I can goe cleare through the RESTART and still have my internet connection. If I install any of the four, I still have internet connection up to the FINISH/FINISH & RESTART screen. At restart I loose my internet connection. Customer Service/Tech Support has no solution. Something must happen in the installation program at restart to reset some settings pointion to the internet but I known not what. Any ideas?

An Update on internet connection problem.
In addition to all of the things I have tried, I installed m
cafee total protection on this computer (firewall component)
and it still acted the same. I believe the problem is in deed the program a
nd how it interrelates with the domain
. That would make it appear that
DW CS4 is suspect. I have a case report into Adobe.
HF

New Infinity Connection Slow and Keeps Dropping ou...

Hi all, I had Infinity installed on Friday and am not 100% sure on the time it takes to become stable. Basically I checked my hub page yesterday and found it had dropped out at 3am Sat morn, today I have checked again and it dropped out at 8am Sun morn. I am also having periods where the Internet goes painfully slow, around 0.5 down and 0.0 up (yes NO up speed). Is this normal for a new installation. This is wired and wireless I must add. I have a HH3 as BT haven't sent me a hub 5 and he only had 3 REV A hubs on his van. My profiles are as follows when using BTW Performance Test:
Download speedachieved during the test was - 37.6 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
Upload speed achieved during the test was - 8.81Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
Might I add the painfully slow periods of internet are not resolved by rebooting or anything, the internet simply comes back up to speed on it's own.
Edit: Just did a tracert to bbc.co.uk as saw it recommended on here, results below.
Tracing route to bbc.co.uk [212.58.253.67]
over a maximum of 30 hops:
1     1 ms     1 ms    <1 ms BThomehub.home [192.168.1.254]
2     5 ms     5 ms     4 ms 217.32.144.166
3     5 ms     5 ms     5 ms 217.32.144.206
4     7 ms     7 ms     7 ms 213.120.181.58
5     7 ms     7 ms     7 ms 217.41.169.201
6     7 ms     7 ms     7 ms 217.41.169.109
7    52 ms     7 ms     7 ms acc2-xe-4-2-0.sf.21cn-ipp.bt.net [109.159.251.22
9]
8    16 ms    18 ms    17 ms core2-te0-4-0-2.ealing.ukcore.bt.net [109.159.25
1.131]
9    13 ms    16 ms    17 ms peer2-xe7-0-1.telehouse.ukcore.bt.net [109.159.2
52.41]
10    15 ms    16 ms    16 ms 194.74.65.42
11     *        *        *     Request timed out.
12    17 ms    16 ms    16 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
13    16 ms    16 ms    15 ms 132.185.255.156
14    16 ms    15 ms    16 ms www-vip.cwwtf.bbc.co.uk [212.58.253.67]
Trace complete.
Should I be worried yet or is this all normal? Thanks.

Your speed will fluctuate during the first few days. BT say it takes 10 days to "train" your line. You just need to leave it alone during this period. Do NOT switch the Openreach modem off and on. If you previously had BT Broadband and are using the same homehub I would do a factory reset by pressing a pin into the recess button on the rear for about 20 seconds so that it reconfigures to Infinity.

New infinity line and major speed issues with almo...

Hi,
Just has infinity installed after moving from my previous FTTC provider. With the previous provider i was getting 16 down / 1-2 up and it worked great.
Had my my new inifnity line put in on thrsday and i am getting 17 down / 0.5 up!!
I work from home and connect to the office via vpn and remote desktop and its almost unusable. Laggy, slow, unrepsonsive and is constantly dropping the connection with a failed to read from socket error and is making it very difficult to work form home effectively.
I have a 4g EE modem also and if i switch to this it is like lightening compared.
I also had absolutely no connection issues with my previous provider and as i posted above had a mich better uplink speed - which is where i think im getting most of my issues.
When i signed up to BT this is what i was sent via email:
We estimate your download speed will be 19.1Mb.
We estimate your upload speed will be 3.9Mb.
Im fine with the download but the uplink is shocking compared to the estimate - and as i had much better before i think something is amiss.
Also when i signed up i was told that if i had any connection issues with the new line i had to notify BT within 7 days and it woudl eb investingated but it seems there are so many roadblocks to creating support tickets etc.. Its like it s been hard to report a fault on purpose.
Where can i create a support ticket or similar to get this looked at?
Thanks
Damian

dgreenuk wrote:
Hi,
I work from home and connect to the office via vpn and remote desktop and its almost unusable. Laggy, slow, unrepsonsive and is constantly dropping the connection with a failed to read from socket error and is making it very difficult to work form home effectively.
Thanks
Damian
As you use the internet for work purposes did you have business broadband with your previous provider ?
This is the Residential forum. You may be better posting on the BT Business forum.
Best regards,
dfenceman

New Infinity Install - 3 days in... 2Mb Internet?

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