Slow infinity broadband

I have had bt business infinity broadband for several weeks now. It has never been very fast but now it is even slower. My speedtest results vary from 2mb per sec to 6 mb per sec. I was hoping for nearer 20mb per sec or even the 76 mbps advertised! Any ideas what i can do to improve this?

You need to post in the Business forums, this one's for Residential.
http://business.forums.bt.com/t5/Broadband-and-internet/bd-p/Broadband
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Similar Messages

Very slow infinity broadband

Hi there,
Firstly, I am advising a friend of mine as he is quite intimidated by computers, though I myself am no expert.
He has BT infinity broadband and has recently had a drop in speed to 0.29 mb/sec download, 0.69 mb/sec upload. Calling the helpline has only been an exercise in frustration. A tech visit found corrosion at the connections on the nearest telephone pole. Repairing this has cut down the background noise on the 'phone line but not improved the broadband speed.
I have tried a new filter (there is only one 'phone jack in the house), a new cable to the modem and connecting my own laptop directly to the hub with my own cat 5 cable. None of which has made any difference to the connection speed. The only thing I can see that is left is the hub itself but I have no way of testing this.
Calling the help desk only results in having to go through the same checks again and again.
My friend has become so frustrated he has now ordered infinity 2 in the hope that a new installation will solve his problems!
Is there something I have missed which is likely to help solve his problem?
Thanks in advance for any help you can give.

Tell him to cancel the Infinity 2 order. If there is an underlying fault with the line etc it will still be there with Infinity 2. All he will have is more expense for the same problem.
You say that the previous visit "cut down " the noise on the phone. There should be no noise at all. He probably still has a fault on the line and he should call BT and complain that the fault is still there.

BT Infinity Broadband - stay away. Extremely poor...

Just switched to BT Infinity broadband. Unfortunately, I took the limited option as we do not download a lot but wanted the faster speeds. A big mistake. Regret going to BT. Issues that we have faced so far:
1) Installation could not be done on the first day the engineer turned up. After sending an email and text every day for a week prior to the engineers visit to make sure that we had things ready it turned out that BT did not have their house in order and couldn't install it on the day. They had issued a notice to my previous broadband provider to disconnect, so ended up without internet for a week. BT provided a BT wifi-voucher but that was a world of pain as well with expiring vouchers, dropped connections, etc.
2) Once the broadband was installed, we stopped getting signal in parts of the house. Never had a problem with my sky router. Called BT only to be told that we should go wired. Wifi has a limited range. I would like to think that my house is massive and wifi doesn't reach all places but unfortunately not. With the previous sky router, we would get wifi 3 houses away. Now - not even within the house. Tried to play around with channels but no luck. Finally ended by buying an extender!
3) Usage cap: We used up 70% of our monthly limit in 2 days without downloading any movie, any video. Just normal browsing. Called BT and they said that they can't provide details of usage. If it says 70% then it is 70%. If it crosses the 40GB limit, then we have to pay £5/5GB. At this rate, potentially looking at a bill of about £200/month for normal browsing. This can't be right!!
4) Tried to upgrade to unlimited only to find out that it means taking out a new 18 month contract without any offers. I had signed up to BT Infinity 1 with a 12 month contract at £15/month (£3 off regular price). If I switch to any one of the unlimited packages, then the £3 discount will not be available and it will have to be a fresh 18 month contract. HOW ABSURD! Never had that problem with any other provider. They always had an option to upgrade to a higher package for the remainder of the contract.
Over the last month, I have spent over 12 hours on the phone to BT, have spoken to at least 10 different departments and still an unhappy customer. So regret going to BT. Counting the days when the contract will end and I can move away. Only 352 days more to go.
Regards
Aneesh

Hi there
Welcome to the forum.
Sorry to hear you have had issues.
Just a few comments for you.
Point 2 - With the WiFi - is the new BT Hub in the same location as your old Sky router? If not, then even minor changes to the location can cause different behaviour due to signal variations.
Also, you could consider using your Sky router as a WiFi access point. I did that with my old Netgear router. Connected it via ethernet, diisabled the DHCP, gave it a new ip address and set it to just allow passthrough. Worked a treat.
Point 3 - Usage cap: You need to remember that *any* connection like web browsing, emails, streaming etc will generate data traffic which will be recored as usage.
Not sure if you signed up for "BT WiFi with Fon" but this will use a portion of your connection to allow people to use your WiFi.
I do not know if this is actually recorded against your usage, but I am sure other Forum users will be able to tell us.
ptan

BT Infinity & Broadband Talk

I attempted to get a broadband talk number and I have been told that broadband talk is not available with BT Infinity.
Can anyone confim if this is true or not and if so how do I get a bbt number as you cant do it via the www ?
www.bt.com/broadbandtalk has no way of requesting the service.
Regards
Alan

According to these threads
http://community.bt.com/t5/BB-in-Home/Voicemail-Broadband-Talk/m-p/38407
http://community.bt.com/t5/BB-in-Home/infinity-broadband-talk/m-p/45805
http://community.bt.com/t5/BB-in-Home/BT-Broadband-Talk/m-p/51766
http://community.bt.com/t5/BB-in-Home/Broadband-Talk/m-p/18176#M11054
BBT does work with Infinity, but I am having problems requesting a number, the www site doesn’t seem to be an option, and when I call Im being told it doesn’t work.
Can someone clarify please ?
Does anyone here have BBt working with BT Infinity ?
Regards
Alan

Super slow / inconsistent broadband

Ok - i've been having very slow/inconsistent broadband for several weeks now and I am on my third call to BT tech support which hasn't yielded anything.
I have a HH2 which was wired into my 1 and only telephone socket - with some extension cabling - then ethernet connected to my TV and wirelessly connected to 2 laptops (never both on at once) and a couple of smartphones.
Ability to use internet through any device took a dive a few weeks ago - and hasn't worked consistently since.
Since my first call to BT I have put it into my phone socket via the test socket, used inSSIDer3 to try shifting to a quieter wireless channel, and replaced my ethernet cable - all with no sustainable improvement. BT have also sent a replacement HH2 - which has made no discernable difference. In fact performance had actually improved briefly before the replacement HH turned up - but then took another dive - so I thought I may as well switch to the 'new' one i'd been sent...
Some days it is OK - yesterday my wife watched a full episode of 'The Apprentice' using the laptop on wifi with no problems. Today it is crawling whilst connected direct to the HH with an ethernet cable...
I have run http://speedtest.btwholesale.com/ repeatedly over the last few weeks. Typical results when it isn't working are like the test i've just run:
Download speed 0.32
Upload speed 0.35
Ping latency 33.25
The 'further diagnostics' option on the speedtest NEVER works - it just seems to time out/crash
ASDL stats currently say this (I have no idea what any of it means though)
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 1:09:59
Downstream
6,752 Kbps
Upstream
448 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
14.3 dB / 30.0 dB
Line attenuation (Down/Up)
12.0 dB / 8.5 dB
Output power (Down/Up)
15.8 dBm / 11.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
14944 / 0
CRC Errors (Down/Up)
414 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
86

Some detail I forgot - i have the NTE5 socket and, since calling BT tech support have got the HH plugged direct into the test socket, via my ASDL filter, with no improvement.
I have done quiet line test - my only telephone is a wireless one - and it can be fairly crackly - so I do hear some squeaks and crackles when doing the quiet line test - but have no idea if this is my phone or the line.
Broadband WAS repeatedly disconnecting (i.e. the B was going red then orange then back to blue) but as I don't sit looking at the HH all day I have no idea how often it is happening...
After my third call to BT i have an engineer due to come out on Monday with the ominous "if we can't find a fault it'll cost you £100" ringing in my ears...

Very slow BT broadband, only 200Kbps for download

Very slow BT broadband, only 200Kbps for download. It started since Tuesday. Usual speed is 3 to 4Mbps.
Any problem in the Liverpool area?
I have tried the btspeedtester. The results are
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
200 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 200 Kbps
For your connection, the acceptable range of speeds is 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :287 Kbps(DOWN-STREAM), 1152 Kbps(UP-STREAM)
IP Profile for your line is - 253 Kbps
2. Upstream Test: -provides background information.
Upload Speed
895 Kbps
0 Kbps
1152 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 895 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1152 Kbps

check exchange here http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1)
are you connected directly to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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’.

INFINITY BROADBAND IN THE SLOW LANE

Although I'm paying for 40MB in the whole time (nine months) that I've had BT Infinity I've only achieved that speed once! The average now is around 20 MB no better than the Virgin cabled system I transferred from.
The computer's fine, it's plugged straight into the hub. The Infinity(?) box is within yards of the house. Can I really be bothered to go through the hassle of calling the Indian call centre? Probably not!
Quite apart from that, BT didn't transfer my account correctly leaving me with a large bill - what a complete con!

are you connecting to your hub by a wired connection or wireless ? also could you run the diagnostic speed test
http://speedtester.bt.com/ not the beta test so we can see your IP Profile
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’

Slow Infinity

Hi I upgraded from broadband to Bt Infinity and on day of connection I got a download speed of 37mb and since then my speed keeps droping to 7.7mb.
When I rang Bt I got usual script but managed to get an enginer apointment but not till a week later,my exchange is only round the corner from me and should get full 77mb so in effect im getting 1 tenth of what I should and basicly the same speed as most standed broadband.
I know new connections need to stabilise but the speed should increase from connection speed not drop so drasticly,and for the cost BT honestly think its right that we pay full price for a service that to be honest is a joke,then expect you to wait over a week for an enginer to look into it when the service was just connected.
every speed check compleated shows different speeds from 27mb then within seconds 9mb to its slowest so far of 7.7mb,this is not stabilisation this is a major issue.
Now what seems to puzzle me is that when I had standed broadband I had same issue with speed getting slower to a point that I went from 14mb to a stable 5.5mb and was contantly told this is within paramiters and no faults found but hey its happening again now with infinity.(Do BT honestly think that our old phone lines that come into our homes might not be the problem and possibley chec and replace when installing this new fast internet becouse there seems to be far too many people with the same problems that dont seem to get a permanent fix.
I would be interested in any ones responce to this and if they are or have in the past the same issues.
FAQ
1. Best Effort Test: -provides background information.
Download Speed
7.44 Mbps
0 Mbps
77.43 Mbps
Max Achievable Speed
Download speedachieved during the test was - 7.44 Mbps
For your connection, the acceptable range of speedsis 60 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
2. Upstream Test: -provides background information.
Upload Speed
14.18 Mbps
0 Mbps
20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 14.18Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Hi just did more speed tests and got 38mb then immediately set it to test again and came back with 9mb this is crazy either BTs own speed tester is messed up or my connection has been duff from point of first connected to Infinity.
Why why did I think this would resolve my standed broadband issues of the same problem.

Ultra Slow Infinity

Hi
I have had Infinity Option 2 since April, and when it was first installed I got 37mb download and 8-9mb upload, however over time it slowed right down, but a reboot of the router and hub would usually restore the speed. Over the past month, the download speed has decreased steadily, and the upload speed has reduced to at best 3.98mb, but more often than not is less than 1mb. Over the past fortnight or so, there has been a significant drop in speed, both up and down (see the attached graph) Tonight, I have an download speed of 0.72Mbps and an upload speed of 0.21Mbps. Any suggestions as to why this is happening and how I can get back to the origional speeds I had?
Regards
Trevor
Solved!
Go to Solution.

Hi Trevor and welcome.
What I would do first is....
Connect your laptop to the HH3 via an ethernet lead and run the FTTC diagnostic part of the speed test http://www.speedtester.bt.com/
And note your IP settings.
Being wired this removes any possible wireless issues and will give you your IP Internet Profile which will be useful if you have to contact the Forum Mods for help.
The IP is the profile setting the exchange has set you on to provide a reliable broadband.
If your IP settings are low with resulting download achieved speeds you could try forcing an IP reset.
Turn off both the Openreach Modem and HH3 and after a minute or two back on again.
You then need to run the BT speedtester again to see if the IP has changed.
(However there is a 1 hour delay between tests)
You could try the BT Beta 40Mbps test part as that may not need the 1 hour delay.
Or in the meantime try the http://www.speedtest.net/ and see if speeds have improved.
One variation of speed problem is when the IP setting drops very low and the achieved download is correspondingly low.
The other variation of speed problem could be the IP setting remain high (eg 38716Kbps) but the achieved download speed is very low.
Carry out these tests and add the results to your thread, if things have not improved I would seek help from the BT forum Mods with this form http://bt.custhelp.com/app/contact_email/c/4951
And add a copy of this threads URL to the contact form so they can see the background to the problem.
The Mods are very helpful and will contact you, may take 72hrs or so due their workload.
Btw it's best not to turn off the BT Openreach White Modem too often as this may be recognised as a line problem by the DLM Exchange Monitoring equipment with a corresponding reduction in IP (speed).
Good Luck
My test result example below shows
IP Profile for your line is -38717 Kbps.... 38Mbps download max speed setting.
Upstream Rate IP profile on your line is - 2000 Kbps.... Upload capped at 2Mbps as I am on Infinity option 1.
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
33735 Kbps
0 Kbps
38717 Kbps
Max Achievable Speed
> Download speedachieved during the test was - 33735 Kbps
For your connection, the acceptable range of speedsis 12000-38717 Kbps .
Additional Information:
IP Profile for your line is -38717 Kbps
2. Upstream Test: -provides background information.
Upload Speed
1550 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 1550 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 2000 Kbps
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Slow Infinity and incompetent staff.

My Infinity has been slow for almost 2 weeks now. Getting "speeds" of 2-8mbps. It used to be 20+.
I've been trying to get this fixed.
Firstly it took BT ages to understand I am not availible before 7pm as I am in work.
Then when I went through online to chat to a technical advisor they said my profile had not been updated and an engineer will be sent to fix it. They did that and it's still slow.
Last night at 8.55pm they phoned only to say there's an error on their system and can they call back tomorrow.
They've just called saying it my be a faulty ADSL filter and to plug in my spare one. I said I'll have to go find it and try it.
They said they'll call back tomorrow.
I found the filter and got to my phone socket only to find with fire optic broadband an ADSL filter isn't even used as there are 2 sockets, 1 for the phone and an added on one that was attacted when the Infinity was installed. Surely the staff should know how these systems are set up!
If this isn't fixed by Saturday I'll be going over to Virgin.

MichaelK wrote:
I have a HH4
So you must also have a white Openreach modem as well.
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.

Super slow Infinity 1

I wonder if anyone can help me please?
I have had Infinity 1 for about a year or so. It was great for a long time - we were getting the full 38Mbs and sometimes more.
Recently I noticed we were getting slow downloads and watching anything on youtube became impossible - a couple of seconds would play, then it'd stop completely for 10 or more seconds, then play another couple. We ran a speed test and are getting 1.83Mbs! No wonder!
I reported this to BT via their website on Sunday night. I hadn't been contacted so rang them this evening. They have booked an engineer to come around Monday. I don't intend to get into my views on the customer support - just wondered if anyone else has experienced similar?
Thanks for any thoughts and input!

Thanks for the quick reply.....
Here is the result from the first link. I have never used a wired connection previously so havent run the second one.
BT BROADBAND AVAILABILITY CHECKER
Telephone Number 01xxxxxxxxx on Exchange Xxxxxxxis served by Cabinet xxxx
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
High Low High Low
FTTC Range A (Clean) 80 69.4 20 20 -- Available
FTTC Range B (Impacted) 80 60.7 20 12.2 -- 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

Cannot send emails in Mac Mail using third party SMTP via BT Infinity Broadband

EUREKA!!
I have a Mac Book Pro and recently had my home broadband upgraded to BT Infinity. Prior to this upgrade sending emails via my Mac mail was working perfectly. Since the new installation I could no send any external emails using the Hotmail.co.uk or 123-Reg.co.uk smtp outgoing servers. Googlemail.com was ok.? very strange.
So when I connected the same macbook to other wireless connections it would work perfectly.???
So after many hours wasted messing around, I managed to get the right person at the right time via BT helpline in the UK not India. (India helpine just say "we are not trained in Apple".
So the very polite man from UK Helpline provided me with the solution.
GO TO > Apple Icon top left > System Preferences > Network > Wireless >
Select your wireless connection > Click Advanced lower right on popup
Select DNS tab
Click on the + under DNS left pane and type the following :- 208.67.222.222
Click Apply
BINGO!!!!
I hope this helps someone, as I know how painful these types of issues can be.
Cheers

Hi Haggie
Had a similar experience but couldn't work out why macbook was working and imac not. I hate verification with bt. Anyway, tried your method and as you say eureka! Did have imac plugged in before and put it on wifi to try your fix I will try plugging broadband back in to see if that works and will post back but at the moment just enjoying the moment!
Just to say a big thank you for not only sorting the problem out but equally importantly posting the answer! Too many people sort out their problems without letting other people know how!
Many thanks

Chronically slow intermittent broadband

I am having problems with my broadband (sic). I have a very noisy line (sometimes) and extra ordinarely slow broadband. In fact since joining BT in November I have never received the speed promised (2Mbps). On only two occassions have I managed above 1Mbps (on two seperate occassions. My normal speed on the line is between 32Kbps (not a misprint) to 130ish Kbps. I made the mistake of trying to download an update for my sat nav file and it said it would take 18.5 hours. I have some data retrieved from the router below
ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 00:06:52
Downstream 1,056 Kbps
Upstream 448 Kbps
Date 27/04/2010 Time 8:40pm
ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.1 Annex A
Latency type Interleaved
Noise margin (Down/Up) 14.2 dB / 14.0 dB
Line attenuation (Down/Up) 56.5 dB / 31.5 dB
Output power (Down/Up) 1.7 dBm / 1.3 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) 15 / 0
CRC Errors (Down/Up) 1 / 0
HEC Errors (Down/Up) 3 / 0
Error Seconds (Local/Remote) 1 / 0
I dont know how this helps (if it does) but maybe an expert out there can tell me if I can get 2Mbps on this line.
I have the latest phone socket and sometimes my broadband refuses to work even when inserted into test socket. Obviously I have done all the things that BT tell you (microfilters etc) but nothing seems to work. I have had broadband for many years but this is without doubt the worst broadband I have had.

Hello RogerB
Thanks for answering my query. Strangely after posting I had a call from BT about sending an engineer (coincidence no doubt). He is here now fiddling with my socket (phone). He seems to think BT have been extremely optimistic with the speed I should expect in my location (village approx 2.5 miles from main exchange in nearest town) He has fitted new socket with integrated ADSL socket (no need for microfilter. He fiddled a bit outside and reckons it will take a few days to 'settle down'. Any further work external. Being a bit dim I am not clear on what account details to send to moderation team (should I need to?. Thankyou once again I will post progress via forum.
Kind Regards
Snootboy

Safari interface is painfully slow but broadband speed fine

Hi there - for the last few days using the interface on my Safari has been paaaaainfully slow (writing text, changing tab, scrolling etc). However my broadband speed seems fine (8.7MB). Any suggestions for how to fix the interface speed? I have shut down iPhoto and iTunes but no improvement.
Bizarrely writing this right now is working fine but moving between tabs and writing in Gmail are still very slow...
I am not very tech savvy so any simple suggestions would be very much appreciated - thank you!

Hi and Welcome to Apple Discussions
Some routers are better than others on a Mac. It's all about the firmware and the degree of compatibility built into it by the developer. Make sure you have the latest Netgear firmware installed on the router. Check the support page on Netgear's site.
Also, in the Netgear Router preference panel, add these DNS server codes, which may facilitate the page loading on the Mac - 208.67.220.220 and 208.67.222.222. There are OpenDNS codes, which have been shown to be much more efficient for Safari than those used by Internet Providers.

Very Slow sky broadband unlimited

On the sky website it says we can expext speeds of up to 11mbps, but for my broadband (sky unlimited) the speed is very slow at 1.18mbps download speed 0.41 upload speed and 133ms pingWould upgrading to sky fibre solve the problem?

Slow infinity broadband

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