This topic

Profile never changed from Fibre 1 to Fibre 2

pscl227 — Thu, 29 Oct 2020 16:06:46 GMT

Afternoon,

Switched over from Fibre 1 to Fibre 2 a few months ago, but the profile on my line seems to be still on Fibre 1.

Connection speed is, and always has been 55/10.

Anything that can be done about this that doesn't involve sitting on the phone for hours on end?

Re: Connection profile never changed from Fibre 1 to Fibre 2

imjolly — Thu, 29 Oct 2020 15:54:52 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Thu, 29 Oct 2020 16:02:54 GMT

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084316+NQ80917089

Firmware version:

SG4B1000E040

Firmware updated:

22-Oct-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

7 Days, 9 Hours 40 Minutes 36 Seconds

Data rate:

10.00 Mbps / 55.00 Mbps

Maximum data rate:

18183 / 66849

Noise margin:

12.2 dB / 9 dB

Line attenuation:

45.4 dB

Signal attenuation:

33.3 dB / 45.1 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

13 GB Uploaded / 146 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-J5MK

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-J5MK

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

38:35:FB:A0:28:3B

Software variant:

Boot loader:

9.2.0

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Thu, 29 Oct 2020 16:05:20 GMT

Re: Connection profile never changed from Fibre 1 to Fibre 2

imjolly — Thu, 29 Oct 2020 16:08:45 GMT

can you check MYBT and make sure it says your on fibre 2 and still not fibre 1 please

from the dslchecker you were on fibre 2 in March with 67mb connection - did you change to fibre 1 or were you one of the customers that had a free upgrade from 1 to 2 about 12/18 months ago

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Thu, 29 Oct 2020 16:08:08 GMT

Re: Connection profile never changed from Fibre 1 to Fibre 2

imjolly — Thu, 29 Oct 2020 16:12:18 GMT

try options team 0800800030 and see if they can sort it out for you if you get nowhere then post back and can see if mods can help just they are busy and could be a few days before they get back to you

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Thu, 29 Oct 2020 16:15:07 GMT

I am happy to wait a few days if you could please forward it to the mods.

Thanks.

Re: Connection profile never changed from Fibre 1 to Fibre 2

imjolly — Thu, 29 Oct 2020 16:18:34 GMT

As I posted you need to try phoning and see if you can sort it before mods get involved

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Thu, 29 Oct 2020 16:19:27 GMT

Ok thanks will call

Re: Connection profile never changed from Fibre 1 to Fibre 2

-Richie- — Thu, 29 Oct 2020 18:37:41 GMT

Ring 0800 800 150, ask for the 'Easy Assist' team, they'll be able to change the SLT for you, the Loyalty team don't have access to the system needed, so they would need to transfer you.

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Fri, 30 Oct 2020 08:26:16 GMT

Well after wrangling the BT phone system for way too long and speaking to people who cant understand my issue I now (incorrectly) have a fault reported on my line.

There has to be an easier way that this?

Can someone either resolve my issue or give me the direct dial of an advisor who has a technical background.

Re: Connection profile never changed from Fibre 1 to Fibre 2

iniltous — Fri, 30 Oct 2020 08:58:18 GMT

Something odd , as already mentioned , your router stats don’t appear to ‘match’ your wholesale checker return, the wholesale checker states you have had an observed speed of over 65Mb , yet your router shows 55Mb, although the date of the observation is months ago.
Have you checked your line ( dial 17070 ) the AVR should read out your phone number , is it correct ?, you could be crossed with someone who has a lower speed profile, if the number read out is incorrect you will need the engineer visit to sort out the issue, if the number read out is correct then it’s one thing eliminated from the list of potential issues.

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Fri, 30 Oct 2020 08:41:04 GMT

Unfortunately I do not own a landline phone, any other way to check?

Re: Connection profile never changed from Fibre 1 to Fibre 2

imjolly — Fri, 30 Oct 2020 08:52:23 GMT

the most basic tool to check broadband problems is a landline corded phone any noise or problem with your phone line will cause problems and disconnection with your broadband a cheap corded phone is less than £10 from likes of Argos or maybe just borrow a phone for testing

Re: Connection profile never changed from Fibre 1 to Fibre 2

iniltous — Fri, 30 Oct 2020 08:56:49 GMT

Without a landline phone , it’s difficult to prove , if you have a mobile you could call what your own landline number , obviously if a stranger answers you know you have an issue , but unfortunately if it just appears to ‘ring’, you haven’t proved anything as that’s what happens with lines with no phone connected or it could be ringing out in an unoccupied property or just disconnected in the network.
I would buy a cheap corded phone ( can be had for around £10 ) useful for emergencies etc, or borrow one from a friend, neighbour, relative, just to check.

You could ( not recommended though ) apply a temporary short circuit between the A/B terminals of your landline , fooling the exchange that you are about to make a call, if you ring the landline number at the same time from your mobile , you should get a busy tone rather than ringtone, this sort of proves the line but obviously isn’t ideal.

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Fri, 30 Oct 2020 09:09:16 GMT

Ok, I have dug a corded phone out of the shed, and can confirm my phone number from 17070 matches that of "My BT"

thanks

Re: Connection profile never changed from Fibre 1 to Fibre 2

iniltous — Fri, 30 Oct 2020 09:20:21 GMT

Then the date on the wholesale checker could be informative, why is the last observed date in March ?

TBH , although it may seem unnecessary, an engineer visit may be the quickest way to resolve your issue, if for whatever reason , you were on a 55Mb profile, you obviously at some point in March were on an 80Mb profile ( getting 65Mb from it ) and now seem to be back on 55Mb, if the engineer confirms 55Mb, then they could try and do something about it, or they could say it’s between you and BT as it’s obviously a configuration issue.

If you could suggest a lift and shift, they ask for you to be re provisioned on a different port in the FTTC cab, it should pick up the fact that you should be on an 80Mb profile.

Re: Connection profile never changed from Fibre 1 to Fibre 2

pscl227 — Fri, 30 Oct 2020 09:23:35 GMT

Ok, too much hassle, thought I might be able to get a quick fix, obviously not.

Will just switch back to fibre 1 when I next renew next year.