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New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 09:55:02 GMT

Had BT's FTTP 900mb service installed Friday morning at 8am. Since then I've gotten nowhere near their advertised speeds, wired I'm getting 100Mbps download and wireless is exact same as I got on the previous non-FTTP service of 56Mbps. So I've been trying to troubleshoot this all day today with no luck, but on inspection of the optical cable at the entry of the property to the internal box I saw this (pic below)

Where he stapled the cable to the top of my skirting there is one staple right through the dead centre on part of the cable. Now would this be affecting my speeds or is it a case of the optical cable either works or it doesn't? The engineer did not run a speed test with any of my equipment before he left, and I've since been told he should have. I'm not too familiar with the new tech yet so thought I would ask on here before speaking to BT tomorrow. Cheers!

Re: New FTTP 900mb installation problem

brookheather — Sun, 23 Aug 2020 10:00:36 GMT

Wired speed of 100Mbps sounds like your network card or cable is not gigabit. Check the cable is at least CAT5e. What network card is on your PC/laptop? In Windows it will show the connection speed. Your low wireless speed may also be because your wireless card is single band 2.4GHz only.

Re: New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 10:17:03 GMT

My wired connection uses onboard network adaptor on my motherboard, Gigabyte Z390 Aorus Ultra, which is capable of 1.0 Gbps. The onboard wireless is using an Intel Wireless AC9560 which is 802.11ac compatible, so more than capable also. I could accept the wireless signal being degraded a little as my main PC is a floor above the router, but even setting up a Wifi mesh with my TP Link AC1200 it still gets very low speeds exact same as my old 76Mbps connection.

Cheers.

Re: New FTTP 900mb installation problem

Barneyabz — Sun, 23 Aug 2020 12:24:53 GMT

Worth checking the full wired connection. Is there a switch in the middle of your network? It could be a 100mb switch, is all your cabling 5e or higher? On the PC or laptop, have you actually checked the status of the ether adaptor to see what it says . Concentrate on the wired connection first then look at the wifi.

Re: New FTTP 900mb installation problem

brookheather — Sun, 23 Aug 2020 12:38:19 GMT

Does Windows show 1.0 Gbps network connection? Have you checked the SH2 connection status - I think that should also show 1000Mbps connection to the ONT. You can try a direct PPPoE connection from your PC to the ONT to rule out issue with the router.

Re: New FTTP 900mb installation problem

pippincp — Sun, 23 Aug 2020 12:57:40 GMT

Could you post a smaller picture?

Re: New FTTP 900mb installation problem

Wilted007 — Sun, 23 Aug 2020 13:12:13 GMT

I'm no expert but that staple ain't going to help.

Re: New FTTP 900mb installation problem

busterboy1 — Sun, 23 Aug 2020 13:22:19 GMT

@Wilted007

I agree.

Re: New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 13:51:58 GMT

Just made up a brand new 5e cable, there no switches in my network, just direct from back of router to back of computer. Still 90Mbps. Tested into the back of a PS4, still 90Mbps. Would be nice if it worked but it just doesnt.

Re: New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 13:55:36 GMT

Where does it show the SH2 connection status at 1000Mbps? My router has no lights/info on it.

Re: New FTTP 900mb installation problem

brookheather — Sun, 23 Aug 2020 13:56:42 GMT

On the admin web page.

Re: New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 14:01:35 GMT

This info is from the BT website. My thin fibre optic cable is clearly damaged, how do I get a replacement from BT, will it require an engineer visit? 3 days back with BT after 4 years away and I'm beginning to remember why I left them in the first place 😞

Re: New FTTP 900mb installation problem

brookheather — Sun, 23 Aug 2020 14:04:23 GMT

But it isn't clearly damaged - if it was damaged you wouldn't get any signal - the signal will either work or not - you won't get a speed drop. You need to follow the diagnosis steps already provided to determine whether the problem is with your equipment or upstream in BT's network.

Re: New FTTP 900mb installation problem

pippincp — Sun, 23 Aug 2020 14:05:13 GMT

@brookheatherThe SH2 connetion status will always show 1000Mbps and is of no help at all in diagnosing any problem.

What would be of help is if @cadmunkey would tell us where (which site) he is testing the speed, if he's tried a direct PPPoE connection to the ONT and a pic of the alleged damaging staple where it can actually be clearly seen. The thumbnail posted doesn't really make things clear.

Re: New FTTP 900mb installation problem

brookheather — Sun, 23 Aug 2020 14:07:04 GMT

@pippincp if there is a problem with the ethernet cable between the ONT and SH2 then it might show a 100Mbps connection so certainly worth checking.

Re: New FTTP 900mb installation problem

Forthay — Sun, 23 Aug 2020 14:08:48 GMT

@cadmunkeyI'd call the FTTP team (0800 587 4787) and discuss with them.

They might be able to run some diagnostics but typically because it light you'd quickly know if the internal cable was really damaged.

Otherwise I'd think it would be a Openreach engineer visit if the cable is really truely damaged and if it's anything like my install it's a continuous cable from the pole into the property and to the ONT i.e. no joins.

Re: New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 14:08:01 GMT

Yes it shows as 1000Mbps but as @pippincp says I suspect that info is always stationary.

Speed tested at both googles speed test and Ooklas. Is there somewhere else to test it? If so let me know please.

Re: New FTTP 900mb installation problem

pippincp — Sun, 23 Aug 2020 14:11:24 GMT

If the staple has actually gone through the fibre cable there would be no connection. The fibre is thinner than a human hair!

@brookheatherperhaps but doubtful.

Re: New FTTP 900mb installation problem

cadmunkey — Sun, 23 Aug 2020 14:12:06 GMT

@pippincp you're the first person to actually confirm this, thankyou!!

Re: New FTTP 900mb installation problem

pippincp — Sun, 23 Aug 2020 14:18:21 GMT

I haven't confirmed anything, you have a connection so the staple hasn't gone through and your microdot photo doesn't really help.