This topic

Stated broadband not reached including guaranteed speed

JBale57 — Thu, 22 Apr 2021 12:15:52 GMT

I recently made a move from Halo2 Fibre 100 to Halo3 Fibre 250

I live approx 80yards from superfast box, the router is BT smart hub 2 with a BT disc which i currently wired directly into my pc, my pc is located in a summer house, approx 25ft away from router, on Wifi i have a full signal from the router and disc.

I have carried a broadband availability checker which confirms 330mbps down and 30mbps up, on Fibre 100 i regularly received as quoted by BT sometimes more.

With Fibre 250 I have never achieved the lowest quoted speed i only receive from 80 to 130 max.

I have carried out multiple BT wholesale checks and i barely get 110 on average but occasionally i do reach the minimum rated at 150 but its not what i expect.

I started a complaint at the start of March were engineer visits arranged but i never receive any updates on progress...This does upset me!! I have been a BT customer for years and would appreciate a call or text to inform me on whats been done...come on BT.

So i checked on my BT track complaint and it stated that i have a problem please call...

I talked to a nice chap who could see of my fault ( i had just received my BT £20 gift card that morning) he understood what i had been through he checked my speed into the house and confirmed at that moment i was getting 150mbps and said that i am receiving the minimum everything is good...Ok to him but not to me, i would expect that if i was living in a block of flats not 80yards from the box!

That just left me feeling very frustrated, i am not stupid.

I game online and i have noticed that i get a lot of lag even though my FPS is around 200-300 didn't get that with fiber 100!

I hope you can help

Re: Stated broadband not reached including guaranteed speed

pippincp — Thu, 22 Apr 2021 17:38:22 GMT

Can you post the connection stats from the hub. Advanced settings/technical log/information.

Can you confirm your set up. Is it wireless from hub to disc then wired to PC?

Re: Stated broadband not reached including guaranteed speed

JBale57 — Fri, 23 Apr 2021 10:36:13 GMT

Will do that thanks.

Can confirm wireless from hub to disk then wired into pc is current set up...but i have used wireless hub to disk then wireless adaptor which gave same results?

Re: Stated broadband not reached including guaranteed speed

licquorice — Fri, 23 Apr 2021 10:31:39 GMT

You were getting 330M down and 50M up on the 10th Feb

Re: Stated broadband not reached including guaranteed speed

JBale57 — Fri, 23 Apr 2021 11:04:40 GMT

No not to my hub...max i have seen on Bt wholesale is 220 but it fluctuates below 80 never 330... max up i get is 29 maybe 30 that I can confirm is steady.

Re: Stated broadband not reached including guaranteed speed

licquorice — Fri, 23 Apr 2021 11:18:38 GMT

Well the checker shows the figures received by the hub as 330/50

The speeds guaranteed by BT are sync speeds, not download speeds.

Re: Stated broadband not reached including guaranteed speed

JBale57 — Fri, 23 Apr 2021 17:39:43 GMT

Data as requested

Tested wholesale twice at 18:35

Re: Stated broadband not reached including guaranteed speed

JBale57 — Fri, 23 Apr 2021 17:41:43 GMT

Thanks i understand, i haven't seen that speed when testing wholesale

Re: Stated broadband not reached including guaranteed speed

JBale57 — Fri, 23 Apr 2021 17:59:38 GMT

thanks for your info... interesting why don't they mention that when promoting the product?
when i had the Openreach engineer switch the line he stated i have 360mps but i tested the line and it was 160 he told me the lines would settle, but i remember he said i wont matter anyway?

Re: Stated broadband not reached including guaranteed speed

licquorice — Fri, 23 Apr 2021 18:17:40 GMT

There's something massively wrong with your line. You are not getting anything like the speed you should be getting and were getting back in February. You need to get an engineer visit.

Re: Stated broadband not reached including guaranteed speed

bkehoe — Fri, 23 Apr 2021 19:04:10 GMT

The hub stats indicate you're still on the Fibre 100 profile as this is what it's synced at (160/30). It's odd that you were synced at 330/50 back in February though, unless this was an engineer visit?

Re: Stated broadband not reached including guaranteed speed

JBale57 — Sat, 24 Apr 2021 15:17:29 GMT

Thank you at least i am not going mad!

How do i get it synced to 330?

Re: Stated broadband not reached including guaranteed speed

licquorice — Sat, 24 Apr 2021 15:23:21 GMT

Speak to the FTTP team 0800 587 4787

Re: Stated broadband not reached including guaranteed speed

JBale57 — Sat, 24 Apr 2021 16:33:03 GMT

Thanks
They confirmed there is in issue and are sending an engineer round
cheers

Re: Stated broadband not reached including guaranteed speed

JBale57 — Fri, 30 Apr 2021 15:31:45 GMT

The Openreach engineer was worried that he couldn’t sync my 160/30 line Openreach said that they switched it but this was not connected he also tried BT.
the fault was found in the box the port was faulty, he switched my line onto another and I am getting 330/50 into the hub.

sorted thanks for putting me onto FTTP folks they understood my issue.