BT infinity 1 speeds

johnbhoy10

Guys-

After some help here as i'm sticking a complaint in to BT about a few issues and infinity 1 speed i get is one is one of them. I've being with them since last Sept and not being very happy with my speeds since then.

The only speed i can see on any of the paperwork i have which was printed off at the time of order is an estimate of 25.5Mb. Now i fully appreciate that this in only an estimate but i regularly get speeds about half of this and have on occasion got some less than 10Mb. Is there a minimum speed i can expect with regards to the original estimate. I have being told, off the top of head, speeds of 10,8 and even 6 during different phone calls as minimum speeds that they can go down to before they breach the contract. They just seem clueless. Is there a minimum figure where it drops below that it can't be classified as infinity/fibre?? Or is it a % figure of the original estimate.

A few more points. I am really far from the exchange but surely the estimate took account of that. Also, i moved from Sky Fibre so i thought it would effectively be the same product but with Sky my speeds were regularly higher than BT.....high teens/low twenties.I have tried all the usual tests using ethernet to router, tried test socket the works! Seems to make no difference. They sent out an engineer to property end of last year and he found nothing wrong and said, not in a bad way, it's like it or lump it. I mentioned the estimated speed and basically said he hears it all the time. He sympathised but said it's back to BT i'm afraid.

Sorry for not putting in BT thread but i don't rate a of of their staff and wanted some sense.

Any thoughts/ideas appreciated.

Thanks in advance.

ps- forgot to mention used speedtest.net and bt's own speed test with similar results.

johnbhoy10

could a mod kindly move this to 'techie stuff' as probably better there.

thanks.

ps-just delete as i've posted there

LazyTyper

Check what your actual modem sync speed is - instructions at http://bt.custhelp.com/app/answers/detail/a_id/14113/~/how-do-i-find-my-broadband-connection-speed-for-my-bt-home-hub

Also check what your acceptable speed range is at https://www.btwholesale.com/includes/adsl/main.html


In the past, if your throughput speed dropped below 12 Mbps then that was considered a fault, however you would only be able to purchase FTTC (Infinity if it's with BT) if your estimates were well over that. Now I think they sell it and you get what you get. It's just what it was like when Broadband first became available in the UK.

johnbhoy10

Thanks. Seems the hub is getting 17Mb at the moment.

Also the wholesale site gave figures

FTTC Range A (clean) High-25 Low-17.6

FTTC Range B impacted) High-19.6 Low- 8.7



Haha. Guess i've an impacted line. 'You get what you get' is pretty much what the engineer was getting at. Mind you, he was a bit dodgy, saying he could guarantee me more speed if he came round and did some work as a 'homer'. True.

I'm just a bit miffed that after an estimate of 25 they can actually get away with, for example 10Mb (might even be lower afaik) which is only 40% of original estimate.

***forgot to add that looking at screenshots of tests i've done using their site the acceptable range of speeds and ip profile changes quite dramatically on a regular basis. I take it this is normal as ive always wondered about this??

JJ_Egan

Something wrong if your IP Profile keeps changing .

johnbhoy10

JJ_Egan wrote: »

Something wrong if your IP Profile keeps changing .

I wasn't sure. I use speedtest.btwholesale.com and always go into further diagnostics and that's where i get my figures. Gonna start taking a screen-shot of these different figures. When i used to phone them with a problem like orange light or slow speeds (given up long ago as it's like talking to a brick wall) the first thing they used to suggest after the bog-standard tests was switch off the router and leave for a few minutes. I am always reluctant to do this as it doesn't explain whatever the problem was. Would switching off router change ip profile??

Also router went down for approx 5 minutes last night then came back on. Would that change ip profile as well??

JJ_Egan

How is the router connected .
What connection are you using to measure speed Ethernet or WiFi and is it direct from the master socket .
I hope you dont turn the router off at night as this could be the problem .
Worth factory resetting the router .

new_leaf_3

I recently upgraded to BT Infinity (not yet started but due at the beginning of next month). Over the phone their representative told myself that I was to expect speeds of a guaranteed minimum of 35mb/s and that should be actually around the 39 - 40 mb/s speed. could this be because of the area I live in?

johnbhoy10

Router is plugged straight into master and all devices all connected wifi other than tests i have done in the past. Done them all, ethernet cable, no cable, direct into test socket the lot. Engineer was round last year and found no probs inside property. Can even rule out internal wiring as this is all tied up up master and engineer said it was ok. Only got 6 months more of them anyway. I'm just a bit p***ed that they 'estimated' 25.5 Mb for me at point of sale and they can get away with a minimum of 10Mb without breaching contract according to them. That's less than 40% of estimate. It's just not cricket afaic.

ps-router is always on and never swiched off other than last resort.

johnbhoy10

new_leaf wrote: »

I recently upgraded to BT Infinity (not yet started but due at the beginning of next month). Over the phone their representative told myself that I was to expect speeds of a guaranteed minimum of 35mb/s and that should be actually around the 39 - 40 mb/s speed. could this be because of the area I live in?

Personally, and this is just my experience and opinion, i wouldn't believe a word out of their gobs till i saw it first.

Like i stated i got an estimate of 25.5Mb. This figure tied in nicely for me as i was with Sky Fibre and got high teens/low 20's. Now with this lot i'm regularly closer to 10 and this did not happen with Sky (and i'm no lover or employee of theirs).

I didn't even change the product. I went from fibre to another fibre product and thought i would see no difference. Only moved because of cost and deals with BT.

new_leaf_3

johnbhoy10 wrote: »

Personally, and this is just my experience and opinion, i wouldn't believe a word out of their gobs till i saw it first.

True, and to be honest that is my concern. I've never had fibre optic before so as long as I see an increase from 3mb/s then i'll be happy.