BT Infinity suddenly so slow.

seashore22

We've had BT internet ever since we moved in 9 years ago and then changed to BT Infinity a few years ago. It has all been great so far with only very rare occasions when the internet disappeared and these were always area wide problems.

Sometime between 7am and 8 pm on Monday (we were out for the day) the internet started running at a snails pace. Most sites are impossible to load, although weirdly I can use MSE if I'm patient. We can't watch Netflix, Amazon or BBC Iplayer and my husband can't access his company systems to work from home. The last is particularly annoying because he's coming to the end of sick leave following a major op and can only work remotely.

An engineer was supposed to be coming tomorrow afternoon to have a look, but we got a phone call from BT to say that the problem wasn't with the line and the engineer has been cancelled. :mad: They suggested changing the channel on the home hub, but this has made no difference. We are now awaiting a call back in the next 48 hours :mad:. My husband plugged the laptops directly into the ethernet wired connection and the problem remains.

My previous experience of BT is that they are a pig to deal with when things go wrong.

Any suggestions?

We are out of contract, if that helps.

Browntoa

I take it you have restarted the home hub ??


I had to resort to saying "complaint" when I was asked by the BT voice on 0800 800150 what I was calling about . I did manage via them to get an engineer visit to test the pair


log on to the BT hub by typing 192.168.1.254 into your web browser , the password is on the BT Hub , go to advanced settings and then click on connection , it will show the connection speed you are seeing

seashore22

Yes we've restarted the hub a few times since Monday and no change.

We are having a taste of a world without internet and it's no fun.

JJ_Egan

What is the hub showing under connection ??
Advanced settings >>>Broadband >>>Connection .

Personally i would factory reset the router rather than just a reboot .


You also have an Event log in the hub under Troubleshooting .Under TRO69 it should show BT have logged in to your router .>>>>https://pbthdm.bt.mo; Connecting as user: ACS username

Enginner calls then if its a non BT fault you get a £130 charge .

You have a BT members help page and forum .
If you are out of contract i hope you realise you may be charged the standard high price .

seashore22

We are trying to find the connection speed as suggested. Thanks.

seashore22

I'm having to use phone now so will keep it short. My laptop is saying that it doesn't support my browser which is rubbish.

It is a homehub 3 and we can't see the connection speed anywhere.

There are a few ACS entries in the list of events. Some with errors against them.

I am wondering what BT consider a problem at our end. Surely it is all BT equipment and we shouldn't be charged.

Browntoa

its their standard phrase if the line test shows no fault

Browntoa

https://www.youtube.com/watch?v=uC0cQir6Heo


how to find connection speed

seashore22

That YouTube link seems to be showing how to view the bandwidth. Is that correct?

We did as suggested and the bandwidth bit is not on the screen.

lee111s

You can't find the sync speed in the home hub 3 as you must also be using the Openreach modem.

Can you run the further diagnostics test on this site http://speedtest.btwholesale.com and post a screenshot. Mostly interested in the IP profile, as I can work out the connection rate from that.

The speedtest really needs to be done from a computer connected to the hub with an Ethernet cable.

seashore22

I will check that a bit later.

We haven't been able to run speed checks on the laptops because of the terrible speed we are getting. It may work if we connect it via the ethernet, but even that was too slow earlier today.