This topic

Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 18:15:21 GMT

I transferred over to BT fibre 2 package from sky around few months ago now. I was getting 64/18mbps with sky.

I received a sales call from BT telling me that my line could guarantee 130mbps with Fibre 150, which I declined at the time and then later signed up for Fibre 2 online as it guaranteed basically the same performance as my Sky max package.

I week or so before my line transfer to BT, I started to experience line drop outs which resulted in my speed dropping from its usual 64/18 down to 50/9 mbps. The My Sky app reported a fault with the line so I phoned Sky, they wanted me to pay a callout fee so I declined because I was about to transfer over to BT anyway.

Since I've been with BT my line has stayed at 50/9 and I've also experienced occasional line dropouts, It seems that when ever I have even a modest improvement in my lines statistics, its not long before I get a drop pout again.

The green cabinets are only at the top of my street and the fibre cab is huawei which I know is capable of better performance than I'm currently getting

My technical log shows Maximum data rate:22.321 Mbps / 63.310 Mbps and I'm currently capped

at 9.999 Mbps / 55 Mbps

I just phoned BT today after a line dropout leaving my routers ring in the red, they told me they can't detect any line issue's, or todays dropout, and I'm apparently getting more than my guaranteed speed of 39mbps, they also told my if they sent an Openreach engineer I may have to pay a callout fee. They then transferred to a sales team without making it clear to me, who tried to offer me a faster package.

UPDATE Just as I'm writing this I've received a text message telling my they have checked the network and need to send an engineer to visit me? I declined on the phone because of a call out fee, and she recommended against an engineer visit?

Technical log

Product name,BT Smart Hub 2
Serial number,+091298+2045032547
Fireware version,v0.26.03.01286-BT (Thu Jan 28 17:38:02 2021)
Board version,R01
GUI version,1.74 12_11_2020
DSL uptime,0 days 0 Hours 26 Mins 57 Secs
Data rate,10.0 Mbps / 55.0 Mbps
Maximum Data rate,22.3 Mbps / 63.3 Mbps
Noise margin,14.3/7.9
Line attenuation,9.4/14.3
Signal attenuation,9.4/16.8
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,5.0 MB Uploaded / 105.7 MB Downloaded
Broadband username,bthomehub@btbroadband.com
BT Wi-Fi,Active
2.4 GHz wireless network name,BT-3GAS6T
2.4 GHz wireless channel,Smart (Channel1)
5 GHz wireless network name,BT-3GAS6T
5 GHz wireless channel,Smart (Channel36)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address,60:8D:26:18:BF:B4
Software variant,-
Boot loader, 0.1.7-BT (Thu Nov 30 09:45:22 2017)

Re: Broadband issues New fibre 2 customer

licquorice — Mon, 10 May 2021 18:23:27 GMT

There appears to be 2 problems here, you seem to have been provisioned at fibre1 rather than fibre2 and your downstream max data rate seems to be very slow compared with your upstream max data rate, particularly as you are so close to the cabinet. Is there any noise on your line with a quiet line test on 17070?

Can you post a screenshot of the checker, edit out phone number from screenshot before posting. https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Broadband issues New fibre 2 customer

imjolly — Mon, 10 May 2021 18:23:47 GMT

You appear to have been provisioned on fibre 1 55/10mb. Can you check MYBT and make sure your package shows fibre 2 not 1. Then post back

Re: Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 18:40:27 GMT

My BT app shows Fibre 2 package. The text message I received requires me to book an Openreach engineer appointment, but I'm a bit uneasy about doing that due to the risk of a callout fee. The BT customer service rep I spoke to on the phone, thinks there's nothing is wrong with my line.

I used to get 74mbps down when I first had the Sky max package, but over a year ago now I started getting line drop outs, it took 3 openreach engineers to solve the issue, although they could never trace the fault, the engineer switched me over to a new fibre board in the cab and my speed settled at around 64/18 from then on.

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

Re: Broadband issues New fibre 2 customer

imjolly — Mon, 10 May 2021 18:48:15 GMT

Quiet line test?

Re: Broadband issues New fibre 2 customer

licquorice — Mon, 10 May 2021 18:57:34 GMT

@jamonbread wrote:

The text message I received requires me to book an Openreach engineer appointment, but I'm a bit uneasy about doing that due to the risk of a callout fee.

Your choice, its not going to fix itself.

You were getting 65M down 20M up on the 5th April

Re: Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 19:00:13 GMT

Quiet line test has a background hum, like a barely audible tape his, I think I can occasionally hear some mild crackles.

Re: Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 19:04:08 GMT

I've just checked the My BT and it turns out I've been with BT since the end of February (more than a few months now) and my speed has remined at 50/9 the whole time I've been with them.

Re: Broadband issues New fibre 2 customer

licquorice — Mon, 10 May 2021 19:08:35 GMT

No it hasn't, see message 6 and your checker screenshot.

Re: Broadband issues New fibre 2 customer

imjolly — Mon, 10 May 2021 19:09:57 GMT

If you are getting any crackles on your line then you need to report a phone fault NOT broadband and get engineer visit

Re: Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 19:24:45 GMT

I've done speed tests every other day and it has never gone beyond 50/9 since I've been with BT. Maybe it was at the speed for a day? My router crashes after any slight bumps and improvements to things noise margin.

What are circumstances which could result in a callout fee with Openreach, I'm using everything that came with my router, and it was only last year that Openreach changed to a BT filtered master socket Mk4 when I was still with Sky.

If the Openreach engineer can't find anything wrong with the line, will I possibly get charged then as well?

Edit

When I follow the link that came with text messages to book an engineers visit its just takes me to a sales page anyway

Re: Broadband issues New fibre 2 customer

imjolly — Mon, 10 May 2021 19:35:13 GMT

Phone 151 and report a noisy line fault. There should be no charge

Re: Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 20:24:22 GMT

The problem is the line tests I've run on BT's diagnostics page find no faults with my line at all. If I call out openreach and they can't find anything wrong too, will they charge me a call out fee if they find no fault?

The link BT has sent me for booking an Openreach engineer was just a sales page, I tried to run the diagnostics through my account, but It can't find anything wrong with my line so will not allow to book an appointment.

Is there away to phone BT's technical support and speak to someone higher up the support chain?

If I'd have known that my line was going to lose speed capability by transferring to BT I would have paid for Firbre 1 package instead, but they mislead me.

The customer service agent said there's nothing wrong with my line, and that they couldn't see all the line drops I've had, including the one minutes before I phoned them? I've experienced 4 dropouts this past week which is higher than my weekly average since I've been with BT.

She then tells me I'm getting better than my guaranteed speed, then tells me the package I'm on is only 55 mbps max before transferring me to the sale team, I guess they so they could sell me a faster package, despite my line not making the most of the current one.

Re: Broadband issues New fibre 2 customer

licquorice — Mon, 10 May 2021 20:31:04 GMT

First of all it is almost certain you have been put on a fibre1 product (55M max) rather than fibre2 (80M max) which is the primary reason for your slow speed. The secondary problem is that you have a faulty line which will reduce your speed capability once the fibre1 profile has been changed to fibre2.

As long as the fault isn't proved to be within your home wiring you won't be charged. If the line is noisy with a quiet line test carried out at the test socket behind the removable faceplate of the master socket, the fault must be external to your wiring.

Re: Broadband issues New fibre 2 customer

imjolly — Mon, 10 May 2021 20:31:21 GMT

If you try the quiet line test from the test socket and can still hear line noise/crackle then phone 151 and report a phone fault. As using test socket eliminates problems in the home then you should not be charged for openreach visit. You are not going to make progress with your speed with a noisy line

Re: Broadband issues New fibre 2 customer

jamonbread — Mon, 10 May 2021 20:55:06 GMT

I'll have to phone back tomorrow now, as their advisers are out of hours.

Should the quiet line test be completely 100% silent, or is it normal to hear some constant background hum, like an analogue noise floor? I can hear a permanent ever present mild background static, and very occasionally the lightest crackle, but its barely above the constant static hum.

Thanks for all the replies and guidance, I'll report back tomorrow after reporting the fault. I can't understand why BT can't see the fault themselves.

Re: Broadband issues New fibre 2 customer

licquorice — Mon, 10 May 2021 20:59:46 GMT

It should be absolutely silent.

There are a great many types of impairment to a line that BT will be unable to see.

Re: Broadband issues New fibre 2 customer

jamonbread — Tue, 11 May 2021 14:58:38 GMT

I called today and reported the line being noisey, the first thing the tech support guy said to me was he could hear the noise himself.

After testing the line again, he explained to me the reason I got the follow up text message about booking an Openreach engineer was because while BT's customer service rep yesterday couldn't detect any issues on the line with their own test, it was later flagged by Openreach's external network testing as having a fault.

I couldn't book an Openreach callout via the text message link sent yesterday by BT because it makes you run through a line test first which couldn't detect the fault, it wouldn't allow me to proceed any further to book an engineer as a result. They sent me a link to bt.com.

The rep I spoke to also thinks the line cap is probably due to the fault on the line as opposed to them incorrectly capping my speed at Fibre 1 levels, he said that only the openreach engineer can remove those caps.

Openreach are coming Thursday afternoon.

Re: Broadband issues New fibre 2 customer

licquorice — Tue, 11 May 2021 15:09:51 GMT

@jamonbread wrote:

The rep I spoke to also thinks the line cap is probably due to the fault on the line as opposed to them incorrectly capping my speed at Fibre 1 levels, he said that only the openreach engineer can remove those caps.

Openreach are coming Thursday afternoon.

Hmm, I don't think so. He is assuming that it is DLM that has capped your line due to the noise, I'm convinced that it has been mis-provisioned. I don't think DLM caps upload speed and your upload speed has been capped at Fibre 1 speed, too much of a coincidence. Query that strongly with the engineer when he attends.

Re: Broadband issues New fibre 2 customer

jamonbread — Tue, 11 May 2021 15:14:52 GMT

Will the engineer be able to lift any caps on the line?