This topic

Fibre 1 broadband speed below guaranteed minimum

Corr — Wed, 13 Jan 2021 23:45:59 GMT

Hi there. wondering if anyone could give me some advice? Had Fibre 1 for 9 months, our guaranteed minimum is 17 mbps, but have only occasionally reached this. Recently it has got really bad and reached an all time low on Friday 8th January of 0.2 mbps. We did the online line check and decided we needed to contact customer services. After a long conversation, the advisor said an engineer would need to come out to run tests on the hub (which l don't believe is the issue). Obviously due to Covid this made me really worried (esp as we have a vulnerable person at home). I explained this to the advisor and asked if we could be sent a new hub instead or to temporarily swap it so the engineer could take it away and test it - to which the advisor stated no. After more conversation l reluctantly accepted an appointment for Monday. However the more I think about the more anxious I feel about an engineer coming into my home. I am now considering canceling it, and was wondering if anybody has had slow download speed fixed via the hub test? I later read on BT website that repairs should be contactless visit unless there is no internet connection at all? Also I cannot find out how to access online chat or find an e-mail address to contact BT CS, does anyone know of one? Thank you in advance! ☺

Re: Fibre 1 broadband speed below guaranteed minimum

imjolly — Thu, 14 Jan 2021 09:42:41 GMT

try a factory rest of the hub by pressing the recessed button on back and holding 20/30 secs until lights flash

when hub restarts then turn off smart setup

Turn Off smart setup

enter your phone number and post results delete number before posting

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

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Thu, 14 Jan 2021 20:14:25 GMT

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Thu, 14 Jan 2021 20:22:35 GMT

Hi there, thank you for your reply, I have posted the results above for the broadband checker. I have also reset the hub as advised and turn off smart setup, but this has unfortunately not improved mbps.

Re: Fibre 1 broadband speed below guaranteed minimum

imjolly — Thu, 14 Jan 2021 20:51:22 GMT

Do you know if you have a dial tone? If so check for noise. Dial 17070 options 2. Should be silent and best with corded phone

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Thu, 14 Jan 2021 21:05:45 GMT

Hi there, we have done the silent test and there was no noise on the line.

Re: Fibre 1 broadband speed below guaranteed minimum

-Richie- — Thu, 14 Jan 2021 22:19:59 GMT

Having recently (4 days ago) had problems with my speed, the engineer found the fault was external and he never needed to come inside, if he did though they are taking steps.
Before the visit you'll be sent a link to explain the steps being done to avoid risk, if it puts your mind at ease, you can see it in advance, see www.openreach.co.uk/coronavirusengineervisit

I hope that helps 🙂

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Thu, 14 Jan 2021 23:04:16 GMT

Hi, thank you for the link, that's great. I was told by BT customer services that the engineer would definitely have to enter my home and test the hub as first port of call. Having read the info in the link though it says that in the event of a full lockdown the engineer will "only enter the home for urgent provisions and critical repairs, including the installation of a new line where a customer has a total loss of service" so as the problem is neither, and the engineer apparently needs access to my hub to run tests, I'm not sure if it will even get fixed! If the engineer didn't need to come inside that would be great 😊

Re: Fibre 1 broadband speed below guaranteed minimum

pippincp — Thu, 14 Jan 2021 23:22:29 GMT

Openreach engineers don't use the hub to conduct tests.

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Thu, 14 Jan 2021 23:28:24 GMT

Oh OK, so what is being tested and how?, sorry I am just so confused, it appears I may have been told they wrong info and worrying unnecessarily!

Re: Fibre 1 broadband speed below guaranteed minimum

pippincp — Fri, 15 Jan 2021 00:33:31 GMT

They have their own test unit which costs about 3 times the price of a hub. They will test the speed to the property.

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Fri, 15 Jan 2021 14:43:54 GMT

OK, so sounds like it should all be outside, which is good. I was wondering why don't BT ask you to run the broadbandchecker, so they can check the results before they visit? Also can anybody tell me what the results say as I don't understand them at all?

Re: Fibre 1 broadband speed below guaranteed minimum

pippincp — Fri, 15 Jan 2021 17:37:30 GMT

@Corrwrote:
OK, so sounds like it should all be outside, which is good. I was wondering why don't BT ask you to run the broadbandchecker, so they can check the results before they visit? Also can anybody tell me what the results say as I don't understand them at all?

They don't need to know the result of the checker. They can access the hub and see what the connection is.

The top line of the checker shows the speeds estimated for your line.

Further down it shows that on 7/1/21 your download speed was 8mb.

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Fri, 15 Jan 2021 20:33:35 GMT

Thank you for explaining, so looking at the results I should be getting up to 32. 1 mbps, which I don't think we have ever had, or even 20! , currently we get around 10/11

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Mon, 18 Jan 2021 13:08:21 GMT

Just found out that today's visit is going to be from Qube and not a BT engineer - just wondering if there is any point?! Does anybody know the checks Qube do?

Re: Fibre 1 broadband speed below guaranteed minimum

Corr — Mon, 18 Jan 2021 14:26:59 GMT

So Qube engineer came today (no telephone call beforehand to discuss option of contactless visit or to ask if anyone in the household had symptoms). He tested the line (which had already been done twice, by us and BT CS). He did a download sped test (which we had already done and BT CS). He then rang BT to do a broadband check and during the phonecall he was told it looked like there was a cap on the line and the job has now been escalated. An openreach engineer is due out tomorrow to do something at the cabinet (but we were told may knock on the door for some reason)

In my opinion, the visit today from Qube was a waste of my time, their time and in the current climate of Covid completely unnecessary and risky. I am surprised BT haven't adjusted their procedures to make home visits only if essential (as they say they do on their website). It seems today was just a tick box exercise to move us onto the next step in the process (escalation).