This topic

Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 07:56:22 GMT

Hello,

I have FTTC and BT Halo1 - I signed up for this 3 years ago when we moved houses as I run my business from home and wanted a guaranteed performant service.

The service I am supposed to get is:

Normal available speeds

Your normal available download speed will be between 52-73 Mbps

Your normal available upload speed will be between 16-18 Mbps

Minimum guaranteed download speed

Your minimum guaranteed download speed will be 46 Mbps

Your Stay Fast Guarantee

You'll get £20 back if you don’t get the speeds we promise you.

All was well until February this year, when the service started to drop and now download speeds vary between 29Mb/s and 40Mb/s, with an upload speed of around 7Mb/s.

I have now raised at least 4 tickets with BT - the first time, an engineer came out to the house, ascertained that there was no fault in the property, understood that the IP Profile on my account was set to 32Mb/s, raised a request for it to be lifted and left.

Each subsequent time, BT have raised a ticket, waited 24 hours and then sent me an email saying that the problem should be solved and to contact you if it is not.....(have you tried to get through to yourselves by telephone and actually speak to a technician, by the way?????) I have kept making contact and raising another ticket but exactly the same thing occurs each time...

Finally I "lost it" on Tuesday, contacted your Customer Support desk and raised a formal complaint - I was promised a technician visit yesterday (never came - I can see my nearest telegraph pole from my office window!) and this morning, another email saying it should be fixed.

The current situation is that the IP Profile on the line is set to 42.5Mb/s (I am NEVER going to get my guaranteed minimum with that in place!!!) and the service is no better than yesterday.

I am getting very frustrated that I am paying for a service which is not being delivered and nobody, as yet, has contacted me to talk about my official complaint, or indeed sort out the £20/month refund on the service promised in the contract.

I would move providers, but since the circuit to my house will remain the same, unless Openreach can find/repair the fault, nothing would change (although I would be getting the service for half the price, if I went to EE or Vodfaone!!)

ANY SUGGESTIONS?????

The Technical Log reads as follows (I know this will be the first question!!):

Product code:Smart Hub 2

Serial number:+091298+2012006503
Firmware version:v0.17.01.12312-BT
Firmware updated:Fri Jun 19 01:00:04 2020
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:2 days,22 Hours24 Mins58 Secs
Data rate:7.307 Mbps / 44 Mbps
Maximum data rate:7.303 Mbps / 59.744 Mbps
Noise margin:6.2 / 10.1
Line attenuation:7.3 / 14.9
Signal attenuation:7.3 / 16.5
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:1.1 GB Uploaded / 12.9 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-XXXXXXX
2.4 GHz wireless channel:Smart (Channel1)
GHz wireless network name:BT-XXXXXXX
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:XX:XX:XX:XX:XX:XX
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

Re: Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 08:02:06 GMT

Basic Performance Test -
Time Stamp Latency Download Upload
Thursday 25 June 2020 | 7:32:55 16 Ms 39.73 Mbps 6.82 Mbps
Advanced Performance Test -
Download Test
Download speed achieved during the test was 39.73 Mbps
For your connection, the acceptable range of speeds is 40-42.54 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 42.54 Mbps
IP Profile for your line is 42.54 Mbps
Upload Test
Upload speed achieved during the test was 6.82 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps
IP Profile for your line is 20 Mbps

Re: Not Getting Guaranteed Minimum Speed

Keith_Beddoe — Thu, 25 Jun 2020 08:08:05 GMT

@NickBuckley

@NickBuckley wrote:

Hello,

I have FTTC and BT Halo1 - I signed up for this 3 years ago when we moved houses as I run my business from home and wanted a guaranteed performant service.

I assume you are a BT Business customer, as service is not guaranteed on a residential connection, only a business one, with TotalCare.

Try the BT Business forum.

https://business.forums.bt.com/

This is only a residential customer to customer help forum.

Re: Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 08:42:59 GMT

No - I am a residential customer with an office at home.

I draw your attention to my previous post - from my BT contract:
Minimum guaranteed download speed
Your minimum guaranteed download speed will be 46 Mbps
Your Stay Fast Guarantee
You'll get £20 back if you don’t get the speeds we promise you.

Re: Not Getting Guaranteed Minimum Speed

Keith_Beddoe — Thu, 25 Jun 2020 08:53:39 GMT

This is only a customer to customer help forum, and there are no BT employees here, apart from the moderators. Have you raised the issue with BT?

Re: Not Getting Guaranteed Minimum Speed

imjolly — Thu, 25 Jun 2020 08:55:10 GMT

I know the BT notification talks about download speed but no ISP guarantees download speed. 'Download speed' is clarified in the T&C and actually means connection speed. this has been covered before and I think search will bring up old posts

Re: Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 08:58:33 GMT

Keith...

OK - understood......yes, I have raised 5 tickets with them and they keep closing them down without actually fixing the fault!
Maybe the formal compaint will stir up some action!

Re: Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 08:58:49 GMT

imjolly...

I understand that, but I am supposed to get a rebate on my payment if the connection speed falls below 48Mb/s and it's not happening.

Re: Not Getting Guaranteed Minimum Speed

imjolly — Thu, 25 Jun 2020 09:28:58 GMT

if you have checked for line noise and it is nothing in your home causing the problem then phone 151 and get engineer

Re: Not Getting Guaranteed Minimum Speed

imjolly — Thu, 25 Jun 2020 09:39:31 GMT

@NickBuckley

what have you tried yourself? quiet line test? move connection to test socket?

your connection time is only 2 days is that due to router dropping connection or manual reset?

with the lower speed and higher than normal noise margin suggesting there has been or still is connection problems

enter your phone number and post results remember delete number but leave exchange and cab

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 09:46:23 GMT

@imjolly

Thanks - have tried all the things you suggest and phone line sounds clean....

No idea why line dropped two days ago, but I have noticed that it has done this around 2am on 2 or 3 occasions - I assumed that it was BT doing some sort of "line reboot" in the early hours

Download as follows:

Telephone Number XXXXX-XXXXXX on Exchange BYFIELD is served by Cabinet 4

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)

80	60	20	19	54.9	Available	Available	--
80	57.5	20	17.6	50.4	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+ADSL MaxWBC Fixed RateFixed Rate

Up to 1	--	1 to 3	Available	Available	Yes
Up to 0.75	--	0.75 to 2.5	Available	Available	--
0.5	--	--	Available	Available	Yes
0.5	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

43.99

7.03

2020-05-28

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

11-06-2020

Re: Not Getting Guaranteed Minimum Speed

imjolly — Thu, 25 Jun 2020 10:03:19 GMT

The drops in connection are not caused by openreach doing any line reboot and could be some interference locally

are you connected direct to the master socket? is it a filtered master?

have you tried connecting to test socket with filter to see if that improves your connection speed or initially your attainable speed

Re: Not Getting Guaranteed Minimum Speed

NickBuckley — Thu, 25 Jun 2020 10:42:21 GMT

@imjolly

Yes - I've done all that - router is on master socket - no other devices connected (not even a phone normally!) and I have tried directly into test socket....this has worked faultlessly for the last 2.5 years - it's only the last 6 months or so it has gradually degraded from 60Mb/s dow to as low as 28Mb/s (currently around 40Mb/s) but trying to get BT to investigate is proving difficult!

(I've worked in IT for 25 years, so I probably6 know just enough to be dangerous!!)

Thanks

Re: Not Getting Guaranteed Minimum Speed

imjolly — Thu, 25 Jun 2020 10:47:49 GMT

if you done all that and not even the attainable speed improved then need engineer visit

Re: Not Getting Guaranteed Minimum Speed

gg30340 — Thu, 25 Jun 2020 14:55:43 GMT

See link about the BT Stay Fast Guarantee and when they would honour it.

https://www.bt.com/help/broadband/what-is-bt-s-stay-fast-guarantee-

See this link and sub links about dates when you ordered your broadband.

https://www.bt.com/help/broadband/learn-about-broadband/broadband-speed/i-m-not-getting-the-expected-stay-fast-guarantee-or-minimum-broa