This topic

Halo 900 only giving apx 430 mps

stubrown — Fri, 21 Aug 2020 16:03:09 GMT

Ive just had full fibre Halo 900 installed and Im disappointed to see im only getting max of 430mbs

Ive connected directly the new smart-hub using a Ethernet cable and my macbook pro has a gigabit ethernet adapter. In the past Ive received faster speeds at other sites away from home using other peoples fast broadband, so its not the mac nor the adapter.

Ive seen a couple of other posts mention this, is this a known problem and should I have not have bothered choosing the more expensive 900 option ?

Re: Halo 900 only giving apx 430 mps

stubrown — Wed, 26 Aug 2020 06:26:41 GMT

Would someone know what the process it to complain about this ? presume the forum isn't read by anyone at BT who would want to help so not sure of next steps ?

any help or advice really appreciated, thanks

Re: Halo 900 only giving apx 430 mps

Anonymous — Wed, 26 Aug 2020 06:53:55 GMT

Hello @stubrown,

Nightmare this happening, it could be absolutely anything please can you do a 17070 line test please and chose option 2.

Re: Halo 900 only giving apx 430 mps

Forthay — Wed, 26 Aug 2020 06:54:01 GMT

@stubrown Best start by giving the FTTP a call on 0800 587 4787.

Re: Halo 900 only giving apx 430 mps

pippincp — Wed, 26 Aug 2020 07:50:36 GMT

@AnonymousWhat is the point of a quiet line test on an FTTP connection?

Re: Halo 900 only giving apx 430 mps

stubrown — Wed, 26 Aug 2020 08:22:03 GMT

Thanks for the heads up , just waited nearly an hour in the queue for 0800 587 4787, had to drop for a meeting, will try again later
BT is fine when it works, every-time I have an issue customer service is really frustrating

Re: Halo 900 only giving apx 430 mps

Adz1978 — Wed, 26 Aug 2020 08:29:07 GMT

I am having the very same issue since upgrading last week. I have had Openreach here this morning who checked the light, reported as very good, and told me thats all they do.

The issue, according to the Openreach engineer, is a firmware problem with the Smarthub 2 which is a known fault (first I am hearing!) - the only check she did was a light check, didnt even try a speed test of her own.

So I am now also on hold to the FTTP team which takes over an hour to answer every time I try.

I will be seeking a discount on the monthly cost until such time the speed can be delivered by the equipment supplied. I have seen some people on here report the full 900 when they install new routers but I am not going down the road of buying my own kit for this myself.

Re: Halo 900 only giving apx 430 mps

Anonymous — Wed, 26 Aug 2020 08:48:17 GMT

Jesus!! I'm only trying to help! @pippincp Know it all 😠

Re: Halo 900 only giving apx 430 mps

busterboy1 — Wed, 26 Aug 2020 09:40:25 GMT

@Anonymous

But it's not helping advising a quiet line test on a FTTP fault is it. 🙄

Re: Halo 900 only giving apx 430 mps

Forthay — Wed, 26 Aug 2020 12:17:51 GMT

@stubrownI feel your pain. Calling the FTTP team early morning Sat/Sun typically worked best for me if you can wait till then and don't mind it being the weekend.

Re: Halo 900 only giving apx 430 mps

stubrown — Wed, 26 Aug 2020 14:13:43 GMT

will do that as you suggest, cheers

Re: Halo 900 only giving apx 430 mps

Adz1978 — Thu, 27 Aug 2020 14:50:35 GMT

I had a call with the FTTP team yesterday, ran through various checks, restart of the openreach modem & the hub etc etc., long and short of it is they cant see any problems and as I am getting above the 455 threshold they cant (wont) do anything else.

So about to call the value team today, which may well be an interesting call!

Re: Halo 900 only giving apx 430 mps

Forthay — Thu, 27 Aug 2020 16:45:44 GMT

@Adz1978 What speeds (using fast.com - only because BT like this one) are you seeing with a cat6 or better cable directly connected to your SH2? Are they roughly consistent or all over the place? if all over the place what’s the speed range?

Have you tried repeating the speed tests using the cable that came with the SH2 but connecting a computer directly to the ONT with a PPPoE connection? What are the speeds?

Use the old Internet Explorer if you can too.

No fault was found with mines including the light levels but fitting a new ONT fixed my issue (or the registration of my new ONT).

Re: Halo 900 only giving apx 430 mps

Adz1978 — Thu, 27 Aug 2020 16:54:47 GMT

I am seeing speeds ranging from 300-400 up to max 700. Tried it at all different times of day/night and it’s always inconsistent.
I have not tried connecting straight to the ONT, wasn’t aware I could so will look into that.

on reading various threads here I can only suspect the issue is with the ONT however getting someone at the FTTP team to take that seriously is proving difficult. Because the speeds are on occasion above 455 they have essentially dismissed this now.

I am going to try again this weekend as read that weekends it can be easier to get through.

Re: Halo 900 only giving apx 430 mps

Forthay — Thu, 27 Aug 2020 17:52:18 GMT

@Adz1978 unfortunately those sound like all the characteristics I had and pretty much the response I got several times. Try one more time with the FTTP team, you might get lucky and speak to someone willing to go the extra mile despite their systems saying everything is OK.

If still no joy consider raising a complaint.

Some of the issues we read about probably aren’t service related and boil down to misunderstanding about Wi-fi, too low cat cables, their own routers, firmware etc. but I’m sure some are.

I’m sure BT are still investing in the background to ascertain why there are so many reported issues with their premier product that aren’t seen in the others.

Re: Halo 900 only giving apx 430 mps

Adz1978 — Thu, 27 Aug 2020 21:34:52 GMT

@Forthay thanks for that, I will keep persevering on this one until someone swaps out the ONT. I have tried to SH2's with same on both so the only things left are the ONT or issues at the exchange (contention?).

Frustrating!

Re: Halo 900 only giving apx 430 mps

Forthay — Fri, 28 Aug 2020 06:05:34 GMT

@Adz1978 yeah definitely frustrating. I found it more so after running out of technical options I could try myself.

Just before the ONT change I had the Openreach engineer talk with the FTTP team about his speed results on his equipment because they were awful too i.e. less than 200.

He didn’t need to do that so really went above and beyond to help.

You can ask the FTTP team about the load on the vlan, but they may have already checked and mines was never more than 12%

Do you get any better speed results early AM?

Re: Halo 900 only giving apx 430 mps

Adz1978 — Fri, 28 Aug 2020 07:58:03 GMT

@Forthay speed results are eratic at all times of the day but do seem better in the AM.

Last night around 10pm I was getting no higher than 400 cabled to the hub.

This morning around 0730 it was fluctuating around 6000/700.

So again that suggest network issues at the BT end, busier at night?

I am becoming so frustrated with it to the point if no answers or offer of viable resolution comes today &/or this weekend then the 14 day cooling off period will be getting honoured and I will go elsewhere. Reluctant to do that, I would like this resolved, however nobody at the FTTP team seems interested in helping to resolve because it does go above the 455 threshold - the fact this is not consistently above hasnt seemed to matter to them however consistency is one of the key drivers for me upgrading to a fibre line.

Re: Halo 900 only giving apx 430 mps

Forthay — Fri, 28 Aug 2020 08:46:06 GMT

@Adz1978 I was concerned about the 14 day cooling off period too so I raised a complaint and asked for the 14 day cooling off period like others on the forums due to the speeds I was seeing. BT honored the extension with zero push back/no issues so that was one less thing to think about. You will get through to the right person eventually. Stick with it. Fibre500 was a much better initial experience for me (maybe something to consider?) until my Fibre900 was fixed and now I wouldn't look back. Best of luck getting it sorted.