This topic

Broadband Speed and Stay Fast Guarantee

allanraymond — Sat, 24 Jul 2021 15:25:32 GMT

When I moved to Fibre in November 2019 BT said

We estimate your download speed will be between 49Mbps and 50Mbps

Your Stay Fast download speed is 42Mbps.

My speed in the first two weeks was around 40Mbps it then started to dip to around about 30Mbps with three subsequent instances of about a week each where it went back to the 40Mbps figure.

I didn't bother to report a slow broadband speed since the speed on the three occasions went to the 40Mbps figure

A week or so ago I got a reminder my contract is due to end shortly (in fact I have four months left) and there was a link to the BT deals.

I was a little surprised to see my current package was showing as:

29Mb - 32Mb

Download speed

8Mb - 9Mb

Upload speed

26Mb Stay Fast Guarantee

this is substantially lower than what I am ready contracted. Is it standard practice to change the Stay Fast Guarantee during the contact period?

There was a tempting offer to have this same package at £2:50 a month less than I'm currently paying. Before taking up the offer I reported a slow broadband to BT which yesterday they said "Your Broadband problem has now been resolved and no further action is required." Does fixed mean my speed will move upwards to 40Mbps?

Also whilst waiting for BT to report back on my slow speed the BT deal on offer has gone from £2:50 a month less than I am now paying to £4 a month more.

If in the coming months before my contact end I decide to take up a package offering

29Mb - 32Mb

Download speed

8Mb - 9Mb

Upload speed

26Mb Stay Fast Guarantee

does this mean I am lumbered with this speed or is it likely to start going up to the 40Mbps?

Re: Broadband Speed and Stay Fast Guarantee

-Richie- — Sat, 24 Jul 2021 15:39:15 GMT

@allanraymondwrote:
Is it standard practice to change the Stay Fast Guarantee during the contact period?

Your stayfast guarantee hasn't changed, it's the speed you agreed when you entered the contract, the lower speed on a renewal is based on how your line has performed recently.

I'd advise reporting a fault, get the speed back to what it should before renewing, otherwise if you renew you're accepting a lower minimum guarantee, once the issue is resolved then renew, if it takes longer than 30 days from your reporting it for the speed to return, you can claim £20 (up to 4 claims per year)

Re: Broadband Speed and Stay Fast Guarantee

imjolly — Sat, 24 Jul 2021 15:40:54 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 .

Speeds often reduce over time normally due to more customers and crosstalk

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: Broadband Speed and Stay Fast Guarantee

allanraymond — Sat, 24 Jul 2021 23:36:54 GMT

Quiet test was OK but had to use cordless phone.

Re: Broadband Speed and Stay Fast Guarantee

imjolly — Sun, 25 Jul 2021 09:24:29 GMT

from what you have posted were you having problems with your connection dropping or maybe doing resets to try and improve speed or maybe both Looks like even though you have 6 days stable you are in a banded profile hence why stuck at 35mb. your upstream was 13mb on 18/7 but now down to 10mb

have you tried using the test socket with a filter to see if that improves your attainable as actual as banded will not change

Dslchecker suggests range 73/53mb

Re: Broadband Speed and Stay Fast Guarantee

allanraymond — Sun, 25 Jul 2021 17:56:29 GMT

Had no noticeable problem with connection dropping and haven't done any resets but inadvertently switched off power to the modem which ties in with the six days or so stable situation.

Unfortunately the master socket is located behind a group of heavy cabinets which straddle the full width of our dining room which means a good number of hours to dismantle and reassemble. I hold my hands up , this is of my doing, the socket was fitted by BT in a suitable and accessible location in the dining room but subsequently I installed the cabinets without first having the socket moved.

I have an extension cord from the mast socket to the telephone and adjacent modem

Re: Broadband Speed and Stay Fast Guarantee

imjolly — Sun, 25 Jul 2021 19:25:29 GMT

That could easily be the reason your connection speed is not within the expected range shown on dslchecker

Re: Broadband Speed and Stay Fast Guarantee

allanraymond — Sun, 25 Jul 2021 19:42:59 GMT

You may well be right.

However as mentioned in my initial post there were four (possibly I said three earlier) separate occasions where my download speed reached and exceeded 40Mbps.

Dec 2019

Oct 2020

Dec 2020

May 2021

These speeds lasted for about a week before slowly decreasing to 30-31 Mbps.

Re: Broadband Speed and Stay Fast Guarantee

imjolly — Sun, 25 Jul 2021 19:54:46 GMT

All the speeds quoted by BT and shown in dslchecker are connection speeds not download speeds there is no guarantee on download speed

Re: Broadband Speed and Stay Fast Guarantee

pippincp — Sun, 25 Jul 2021 20:42:38 GMT

The speed guarantee is sync speed as @imjolly states but also when connected to the master socket, not when connected to the master socket via an extention lead.

A big mistake not getting that socket moved before the units went in.

Re: Broadband Speed and Stay Fast Guarantee

allanraymond — Sun, 25 Jul 2021 21:28:21 GMT

"A big mistake not getting that socket moved before the units went in."

Yep, the reason why I held my hands up.

I suppose all is not lost, the internal cable comes down a wall in our dining room and then along the skirting board at the rear of the cabinets. There possibly may be enough slack to cut the wiring and reterminate in a new "modern" master socket.

If not I would at some stage bite the bullet and move the cabinets out to arrange for a more satfactory placement of a new socket.

Re: Broadband Speed and Stay Fast Guarantee

pippincp — Tue, 27 Jul 2021 20:16:00 GMT

Installing another Master socket on an extention from the existing one is just asking for trouble.

Re: Broadband Speed and Stay Fast Guarantee

allanraymond — Tue, 27 Jul 2021 20:22:55 GMT

I was referring that the cable to the existing master socket could be cut and reterminated in a new master socket in a more convenient place than the current location behind the cabinets.