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BT Fibre 2, Incorrect profile

RA123 — Tue, 27 Apr 2021 14:33:20 GMT

Hi, i have recently had my Fibre 2 broadband activated, but the max download speed it is showing that i can get is 50MB. The rest of my street can obtain 70MB odd when i check their address. I think i might have been put on the wrong profile, 55/10 instead of 80/20.

Please can someone help? Thanks.

Re: BT Fibre 2, Incorrect profile

imjolly — Tue, 27 Apr 2021 14:37:31 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 .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

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: BT Fibre 2, Incorrect profile

RA123 — Tue, 27 Apr 2021 14:47:10 GMT

Re: BT Fibre 2, Incorrect profile

RA123 — Tue, 27 Apr 2021 14:47:34 GMT

Re: BT Fibre 2, Incorrect profile

licquorice — Tue, 27 Apr 2021 14:49:46 GMT

You certainly appear to be on a 55/10 profile.

Re: BT Fibre 2, Incorrect profile

RA123 — Tue, 27 Apr 2021 14:52:53 GMT

Re: BT Fibre 2, Incorrect profile

RA123 — Tue, 27 Apr 2021 14:55:45 GMT

Yeah thats what i thought, my line should support a max of 80 according to https://www.broadbandchecker.btwholesale.com/#/ADSL.

should i be on the 80/20 profile?

Re: BT Fibre 2, Incorrect profile

imjolly — Tue, 27 Apr 2021 15:06:05 GMT

You speed range is 80/67mb so you could be anywhere inbetween however your attainable according to hub stats is only 63mb

Phone CS 150 and get changed to fibre 2 I would check MYBT and see what it sYs your package should be

Re: BT Fibre 2, Incorrect profile

RA123 — Tue, 27 Apr 2021 15:10:20 GMT

I am on Fibre 2, i have spoken to BT customer service but all they keep telling me is the max i can get is 50, but they dont explain why the rest of my street can get 70 odd and also how on my previous broadband provider i could get higher than 50 as well.

so i just wanted to check whether it was a profile issue but they didnt seem to know what that was

Re: BT Fibre 2, Incorrect profile

licquorice — Tue, 27 Apr 2021 15:19:40 GMT

They are talking nonsense, your hub stats show you can get 63M and that you are capped at 55/10.

Re: BT Fibre 2, Incorrect profile

imjolly — Tue, 27 Apr 2021 15:20:43 GMT

I have asked mods to help you get moved to fibre 2 as I said your hub stats only show a attainable of 63mb

Mods will post here

Re: BT Fibre 2, Incorrect profile

JohnC2 — Tue, 27 Apr 2021 15:48:07 GMT

Hi @RA123, thanks for posting and sorry your profile is capped at 55/10. I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to get you back on the correct profile.

cheers

john

Re: BT Fibre 2, Incorrect profile

DavidM — Sat, 01 May 2021 08:29:09 GMT

Hi @RA123,

I'm glad I was able to get this sorted for you.

All the best

David