This topic

Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 15:33:49 GMT

I'm essentially stuck between a rock and a hard place. Since install, my fibre 900 has only achieved around 20mbit upstream. When the whole reason for switching was to get the 110mb upstream advertrised, for online backups etc.

I have tried on several occasions to get this matter resolved, including raising a formal complaint, but yet there appears to be no way of getting this resolved.

I recently spoke to an incredibly helpful support agent by the name of Jane, but unfortunately BT treat their employee's like idiots, and don't let them apply their own intelligence to an unusual fault. She tried so hard to get me an engineer, but as the support agents are forced to use a guided system that will only allow an engineer visit if it detects a problem, and as my downstream is fine no fault was found.

I am at the end of my tether with this. I there anything I can do to get an engineer to look at this? I work for an ISP myself so I am confident this is an issue in the exchange that an engineer needs to resolve.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

imjolly — Sat, 28 Nov 2020 15:40:30 GMT

you don't need an engineer as this is a hub problem as has been posted many times

https://community.bt.com/t5/BT-Fibre-broadband/Full-fibre-900-reduced-upload-speed/m-p/2071633

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 15:51:24 GMT

I am not using the BT hub, I am using a much better enterprise grade router that is well capable of the advertised speeds.

I get the same result plugging a laptop directly into the ONT. It's a provisioning issue I am sure.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

imjolly — Sat, 28 Nov 2020 16:21:16 GMT

Try phoning FTTP TEAM 08005874787 and see if they can help you

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 16:26:01 GMT

Yeah that's who I spoke to, and they couldn't as their system doesn't allow them to make their own decisions.

Hence my posting here, hoping maybe a forum moderator can do something? All I need is an actual engineer to test the line themselves, and see what I am talking about.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

imjolly — Sat, 28 Nov 2020 16:28:53 GMT

Forum mods don't help normally with FTTP problems and you should try FTTP TEAM who should help you

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

Anonymous — Sat, 28 Nov 2020 16:34:01 GMT

Have you tried checking what speeds you get using the BT Hub

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

pippincp — Sat, 28 Nov 2020 16:36:46 GMT

Have you tried turning the ONT off for 15mins, that has been known to resolve the problem.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 16:38:06 GMT

Yes, exactly the same. So it's not my router. Even the same connecting directly to the ONT with a laptop with PPoE setup on it

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 16:38:40 GMT

Yep, one of the first things I tried. Even tried leaving it off for longer than that with no change.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

Anonymous — Sat, 28 Nov 2020 16:41:56 GMT

Did BT say that they could support the router you're using? if not it may be worth putting the BT hub back on and ringing them again, they may be able to go further

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 16:43:20 GMT

Yeah I already did that. I had the hub conneted on my hour long phone call with the FTTP team.

The problem is their tests say there is no problem, so their system does not allow the agent to progress the fault. I need someone at BT with the authorisation to bypass this.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

pippincp — Sat, 28 Nov 2020 16:56:26 GMT

Perhaps try and get the FTTP team to get the ONT swapped out? Someone else did a few months ago and solved their problem.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

Starwire — Sat, 28 Nov 2020 17:12:43 GMT

Probably struggle to get an Openreach Engineer out for anything other than Total Loss of Service at the minute with the Government Restrictions in place.

Can’t speak for everywhere but in most regions Openreach have people trawling the Repair Work Stack and any faults that are just related to slow speed or other stupid reasons, like ‘Customer Can’t get their WIFI to reach in their Allotment 4 Miles Away’ are closed off remotely with a curtesy call to say they won’t be visiting.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Sat, 28 Nov 2020 17:42:21 GMT

Happy to swap it myself if they send me one too. It's just plugging in cables! Saves them an engineer

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

Forthay — Sun, 29 Nov 2020 09:49:12 GMT

I’d have done it myself too but unfortunately changing the ONT appears to be a little more involved. When mines was swapped out the engineer had to call wholesale to complete a registration process. They may have also used some special tools to bond or fit the fibre to the ONT.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

Starwire — Sun, 29 Nov 2020 12:31:04 GMT

Yeah, when an Engineer Replaces an ONT he/she can either use his MyJobs App on the Phone to Register the ONT against the OGEA Circuit or he can get what Openreach call DCoE to do it. He/she wouldn’t contact BT Wholesale, they have no involvement when it comes the ONT itself.

The DCoE is an Openreach Engineering Support Team, they don’t deal directly with members of the public.

Thats why it always makes me laugh when I see people buying ONT’s on places like eBay. Basically they’ve just bought a £30-£50 paper weight.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Mon, 30 Nov 2020 00:30:04 GMT

BT's twitter team have managed to book me an engineer. Appointment is Wednesday.

Will update!

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

GeoCyberwolf — Wed, 02 Dec 2020 16:18:00 GMT

Update: Engineer has now been and gone. After hours of him on the phone with DCOE, they rebuilt the profile, which broke the connection entirely. Then the engineer swapped the ONT out, then DCOE fixed the profile. And now I am getting fantastic speeds.

Just annoying that it took so much fighting with BT to get them to do this. This could have been done months ago.

Re: Fibre 900 - Slow upstream - Need Openreach Engineer

busterboy1 — Thu, 03 Dec 2020 13:59:15 GMT

@GeoCyberwolf that's one hell of an upload speed on a 900 / 110 package. 😯

Are you getting that every time now or was it a surge on one of the tests.