This topic

Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:04:01 GMT

Hi, I was moved from Fibre 1 to Fibre 2 a couple of days ago but my speeds are still capped at those of Fibre 1. I’ve rung BT only to be told that is the maximum I’ll receive and my Stay Fast guarantee is 41mb. I’ve explained that I’m close to the fibre cabinet and used to get speeds of around 76/20. The BT Wholesale checker shows my line is capable of 80/20 clean and the same values impacted. I noticed that my observed speeds are still capped at 54.99/12. The BT hub 2 says the same.

I explained to the BT advisor and he said that Fibre 1 speeds are 38mb max and Fibre 2 55mb max! I also explained that I’ve been with a couple of other FTCC providers before and always received almost maximum speeds for my line. He was insistent that my Stay Fast guarantee is definitely 41mb. It’s showing as Fibre 2 on my account now, but stats are Fibre 1.

As I was in the cooling off period I’ve asked to be moved back to Fibre 1, but as a customer for a number of years I’m not happy. Please can someone help as I feel like I’m banging my head against a brick wall!

Many thanks in advance 🙂

Re: Fibre 2 Speeds Still Capped at Fibre 1

ozsat — Wed, 30 Jun 2021 10:10:23 GMT

I understand that the hub will do tests at various speeds for 7-10 days after install/reset before you get you actual speed.

My last two did - gradually increasing every couple of days.

Are you still within that?

@NorthernStarwrote:
Hi, I was moved from Fibre 1 to Fibre 2 a couple of days ago but my speeds are still capped at those of Fibre 1. I’ve rung BT only to be told that is the maximum I’ll receive and my Stay Fast guarantee is 41mb. I’ve explained that I’m close to the fibre cabinet and used to get speeds of around 76/20. The BT Wholesale checker shows my line is capable of 80/20 clean and the same values impacted. I noticed that my observed speeds are still capped at 54.99/12. The BT hub 2 says the same.
I explained to the BT advisor and he said that Fibre 1 speeds are 38mb max and Fibre 2 55mb max! I also explained that I’ve been with a couple of other FTCC providers before and always received almost maximum speeds for my line. He was insistent that my Stay Fast guarantee is definitely 41mb. It’s showing as Fibre 2 on my account now, but stats are Fibre 1.

As I was in the cooling off period I’ve asked to be moved back to Fibre 1, but as a customer for a number of years I’m not happy. Please can someone help as I feel like I’m banging my head against a brick wall!

Many thanks in advance 🙂

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:13:03 GMT

Yes. It was Monday morning when I applied to upgrade to Fibre 2 over the live chat.

Re: Fibre 2 Speeds Still Capped at Fibre 1

imjolly — Wed, 30 Jun 2021 10:22:26 GMT

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 .

if you connection currently is 54.99/12mb that would suggest with 12mb up speed that you are on fibre 2 and it may be a banding problem stats will help decide

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: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:25:02 GMT

Should I ring BT back and ask to remain on Fibre 2 for a few more days and I’ll keep an eye on whether the speeds increase or not? Sorry. It was Sunday morning when I spoke to live chat and was told I’d be upgraded by 11:59pm the same day.

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:26:21 GMT

Ok. I’ll get the stats posted.

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:32:07 GMT

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ33807062
3. Firmware version:	Software version 4.7.5.1.83.8.264 (Type A) Last updated 03/03/19
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 01:23:00
6. Data rate:	12000 / 54995
7. Maximum data rate:	16517 / 63565
8. Noise margin:	6.6 / 8.3
9. Line attenuation:	10.2 / 11.3
10. Signal attenuation:	10.1 / 11.3
11. Data sent/received:	4.5 MB / 13.1 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	No
14. 2.4 GHz Wireless network/SSID:	BTHub5-8912
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g (up to 54 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	6
18. 5 GHz Wireless network/SSID:	BTHub5-89125g
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	48
22. Firewall:	Default
23. MAC Address:	18:62:2c:16:2f:4e
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:33:03 GMT

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 10:46:02 GMT

on Exchange CROSS HILLS is served by Cabinet 6

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)

80	76.2	20	19	71	Available	Available	--
80	74.2	20	19	67.8	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 14.5	--	12.5 to 16	Available	Available	Yes
Up to 14.5	Up to 1.5	12.5 to 16	Available	Available	Yes
Up to 8	--	7 to 8	Available	Available	--
2	--	--	Available	Available	Yes
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

54.99

2021-06-02

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

21-06-2021

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Oct 2013. The Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values

Re: Fibre 2 Speeds Still Capped at Fibre 1

imjolly — Wed, 30 Jun 2021 10:50:56 GMT

are you using master socket and have you tried using test socket with filter to see if that helps

try quiet line test dial 17070 option 2 should be silent and best with corded phone

your connection time is only 1hr is that manual reset or hub dropping connection

if you check mybt what package does it say you are on?

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 11:14:53 GMT

Yes. The router has been plugged into the master socket since day 1. No other phone extensions in the house.

I don’t use the landline and have no corded or cordless phones.

Yes. The router briefly dropped out when I signed into the BT website. It had previously been up for several weeks.

My BT says I’m on the Fibre 2 package. I was previously on Fibre 1 for a considerable length of time. Still getting the Fibre 1 speeds, though.

Re: Fibre 2 Speeds Still Capped at Fibre 1

imjolly — Wed, 30 Jun 2021 12:50:57 GMT

your attainable speed from your stats is low compared to dslchecker results and with drops in connection it may be there is a line problem but you can only check using a phone on landline which is the most basic check for broadband problems

as I said with up speed above 10mb suggests fibre 2

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 13:03:49 GMT

One of my neighbours fixes aerials, broadband and Sky. I’ll ask him to pop across with a phone later on. I’ll let you know how it goes. There’s still an unplugged BT phone cable coming through the wall close to the master socket.

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 15:55:16 GMT

Rang BT again and got an advisor who admitted that my speeds are too low. However, she put me through to tech support who ran various tests and informed me that there is no fault on the line and a speed test result was 51/11 which is perfect for my connection. I’ve now been kept on Fibre 2 discounted to the Fibre 1 price.

She said that previous speed estimates with all providers were too high and have now all been changed to reflect accurate line speeds. I used to get in the region of 77/20 on several speed test sites until fairly recently.

I’m still unsure what to do next. Have got a hot ear from being on the phone so long!

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 17:40:50 GMT

Can’t work out how to edit my previous post.

Have ordered a corded telephone online so I can do the quiet line test. Will be with me tomorrow.
If it’s silent, then it’s looking like I’ll have to accept the current speeds. They’re still excellent compared to the old days of dial-up!

Thanks for everyone’s help so far 🙂

Re: Fibre 2 Speeds Still Capped at Fibre 1

licquorice — Wed, 30 Jun 2021 17:53:34 GMT

The advisor was talking nonsense, as your hub stats show, your line is capable of at least 63M but is capped at 55M either due to DLM action caused by a line fault or misprovision.

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Wed, 30 Jun 2021 18:32:39 GMT

Thanks for replying. I’ve rung BT twice since upgrading to Fibre 2, but they are insistent that I’m wrong about my speeds. I’m fairly clued up on broadband due to reading sites like Think Broadband. I only wish that I’d taken screenshots of some of the excellent speeds I used to get from BT and others not too long back.

Im hoping now that the quiet line test is noisy and I can raise a line fault. If not, then where next? Even with the 14 day cooling off, I would still be in contract for a long time to come.

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Thu, 01 Jul 2021 15:05:21 GMT

Have received my corded phone and performed the quiet line test in the test socket a few minutes ago. No crackles or pops. Silent apart from a barely audible hum.

Re: Fibre 2 Speeds Still Capped at Fibre 1

licquorice — Thu, 01 Jul 2021 15:09:19 GMT

It should be totally silent, the hum could indicate an earth fault on one leg of the line.

Try reporting the fault, if no success post back and we'll see if we can get the mods involved.

Re: Fibre 2 Speeds Still Capped at Fibre 1

NorthernStar — Thu, 01 Jul 2021 16:34:14 GMT

Thanks for helping out. I’ll get on and report a possible line fault. Will let you know if I have any success with them or not.