Good afternoon I was wondering if anyone knows why our connection has ground to a halt over the last few days. We had infinity installed around 4 weeks ago and we were getting a solid 75mb down 20 up... until a few days ago. Now we are getting 0.3 mb, strangely the upload speed seems around the same at 17mb.

I reset the homehub 5 which seems to help matters for a while, but then it suddenly goes into snail mode again.

I'll try the Bt helpline on Monday as I don't fancy being sat on the phone all weekend. But I was hoping you clever folk might be able to shed some light on the issue.

Since you are on copper broadband this can happen (slow down of speeds) however the speed loss appears excessive.

could you perhaps share your line stats (including errors)

Guess he didnt want to share ?

We were in the process of moving house at the time. Never did get it sorted, we ended up using downstairs connection with bt fon in the end.

We were hoping after the move. It would sort itself out. But we currently have no connection at all now.

We were in the process of moving house at the time. Never did get it sorted, we ended up using downstairs connection with bt fon in the end.

We were hoping after the move. It would sort itself out. But we currently have no connection at all now.

Infinity 2 is a BT FTTC product, not usually referred to as copper broadband.

More likely the OP has or did have a line fault.

The blue light came on earlier. And at the minute I'm getting 10-15 down and 0.09 mbps. I know they say it can take 10 days for speeds to settle down but surely this isn't right?
45 minutes on hold to their help desk and all I was told was to reset my router.





1. Product name: BT Home Hub
2. Serial number: +068543+NQ50804599
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 31/03/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:21:29
6. Data rate: 211 / 30410
7. Maximum data rate: 232 / 30933
8. Noise margin: 8.8 / 6.7
9. Line attenuation: 11.4 / 24.2
10. Signal attenuation: 11.4 / 21.8
11. Data sent/received: 2.7 MB / 63.9 MB
12. Broadband username: bthomehub@btbroadband.com

Phone BT back and tell them you need a FTTC broadband engineer visit. Start speeds are usually higher and then settle down, it shouldn't start slow and creep up. Sounds like a line fault to me.

I rang them yesterday, after a 35 minute wait. I spoke to someone in Mumbai who basically told me to reset the homehub (3) times. He then asked me to plug the router into the test socket. When I told him it was a non nte5 socket he put me on hold..and the phone battery went

If you have any connection at all, go to the BT infinity forum and start a thread, have a good moan about the crappy service, the forums seem to be monitored and one of the forum mods may get in touch with you and get something done, I don;t think they like any bad publicity.

https://community.bt.com/t5/BT-Infin...d-p/BTInfinity

Yes that seems to be the best way to go.

After one BT engineer no show, they finally turned up a days later, replaced the master socket. Checked the line at the cabinet and my speeds instantly tripled . An absolute nightmare to get sorted but at least it's done now.

Well today I check my account, and they have charged me £129 to change the master socket. Their service is absolutely shocking.

Anything from the master socket to the cabinet/exchange is BT's responsibility and should be fixed at no charge. If BT supplied the white Openreach modem then that's theirs too. If the fault is in your extension wiring or equipment then you're meant to be charged

I would challenge that charge all the way to the highest levels of BT. It doesn't appear that they should have charged it.

I tried to ring. However after 30 minutes on hold I gave up. I will have to try and contact them through their forums again. As that seems to be the only way to contact them.

This whole experience has been a nightmare.

I would think the only reasons for charging to change a master socket are...

It is not an original BT Openreach part and was installed by the customer.
The customer moved the socket without consulting Openreach
The customer damaged the socket

I would have thought that had the socket become faulty through no fault of the customer then Openreach should change it without charge, after all that is partially what the line rental pays for!

If you look through this forum you may find advice about e-mailing the top man at BT and maybe even his e-mail address. Several people have claimed that this has led to a speedier resolution than banging your head against BT Customer services.