This topic

Upgraded from Fibre1 to Fibre2 and no difference

ashman30a — Fri, 27 Aug 2021 13:23:14 GMT

My Fibre2 upgrade went live at the beginning of this week. So far, I haven't seen any improvement in upload or download speed.

The last person I spoke to said I had 52Mb on the line, which was a good speed and that was all I could expect. They may be right, but I thought I'd check what folks on here thought. A 'good speed' is relative to what you pay for it.

BT sent a home tech expert who put a new socket in. This made no difference. He did comment that I was quite a way from the exchange, and also suggested a new hub 2 might help, although I can't see why this would be the case.

One odd thing is that he couldn't reset the router, either from the web interface or with the button. He didn't replace it because he didn't think it would help with the speed issue.

Anyway, here are my hub stats:

Grateful for any advice. I'm still within my 14 day cooling off period so I'll cancel if this is as good as it gets.

Cheers!

Re: Upgraded from Fibre1 to Fibre2 and no difference

Keith_Beddoe — Fri, 27 Aug 2021 13:30:19 GMT

@ashman30a

Why are you only showing a 2 hour connection time, as you must leave things alone, otherwise the connection speed is unlikely to improve, as restarts or disconnections during the initial 10 days, will be seen as a fault and your connection speed will be restricted?

Re: Upgraded from Fibre1 to Fibre2 and no difference

gg30340 — Fri, 27 Aug 2021 13:32:21 GMT

You would appear to be still on the Fibre 1 profile as can be seen by your Data rate being a nice 10/55Mbps when it should be above that going by your Max Data Rate.

You need to contact BT and ask them to confirm that your broadband package has been updated.

Re: Upgraded from Fibre1 to Fibre2 and no difference

ashman30a — Fri, 27 Aug 2021 13:32:50 GMT

That was when the home tech expert was here. I think he rebooted it.

Cheers

Re: Upgraded from Fibre1 to Fibre2 and no difference

ashman30a — Fri, 27 Aug 2021 13:34:24 GMT

Thanks.

At least two different people at BT have told me that it has. I am sceptical though.

Re: Upgraded from Fibre1 to Fibre2 and no difference

gg30340 — Fri, 27 Aug 2021 13:38:51 GMT

Your line is obviously on Fibre 1. The 10/55Mbps is the Fibre 1 profile. If you were on Fibre 2 both these numbers would be higher and nearer your max data rate which is what your line can support.

Re: Upgraded from Fibre1 to Fibre2 and no difference

ashman30a — Fri, 27 Aug 2021 13:45:26 GMT

Thank you very much. I was hoping someone would say something like that.

I'm going to try and push this now I have some evidence.

Re: Upgraded from Fibre1 to Fibre2 and no difference

imjolly — Fri, 27 Aug 2021 13:51:16 GMT

if still no success with CS then post back

Re: Upgraded from Fibre1 to Fibre2 and no difference

licquorice — Fri, 27 Aug 2021 13:51:22 GMT

Totally agree with @gg30340 , you haven't been upgraded.

Re: Upgraded from Fibre1 to Fibre2 and no difference

ashman30a — Fri, 27 Aug 2021 15:51:00 GMT

Update is that I am being sent a replacement hub. This is after I reported that it can't be factory reset. Should be with me on Tuesday. The case has also been elevated to OpenReach.

Very pleasant support agent was again of the view that the speed was good considering distance from the exchange. I don't disagree that it's good for Fibre1. It's just not that good for Fibre2, as I keep trying to explain!

I will report back next week.

Re: Upgraded from Fibre1 to Fibre2 and no difference

licquorice — Fri, 27 Aug 2021 16:01:20 GMT

Clearly a replacement hub will have no effect on your speed until the upgrade has been completed properly.

Re: Upgraded from Fibre1 to Fibre2 and no difference

pippincp — Fri, 27 Aug 2021 16:18:36 GMT

@ashman30awrote:
Update is that I am being sent a replacement hub. This is after I reported that it can't be factory reset. Should be with me on Tuesday. The case has also been elevated to OpenReach.
Very pleasant support agent was again of the view that the speed was good considering distance from the exchange. I don't disagree that it's good for Fibre1. It's just not that good for Fibre2, as I keep trying to explain!
I will report back next week.

Obviously the support agent and the "Home Tech Expert" are clueless as FTTC speeds have nothing to do with distance from the exchange. It is distance from the cabinet that matters.

As previously stated you are still on a fibre 1 profile. BTW that has nothing to do with Openreach either.

Re: Upgraded from Fibre1 to Fibre2 and no difference

imjolly — Fri, 27 Aug 2021 16:26:45 GMT

as previously posted you are still on fibre 1 and as you have tried CS and been given wrong information about your connection I have asked a mod to see if they can help you get moved to fibre 2 they will post here

Re: Upgraded from Fibre1 to Fibre2 and no difference

PaddyB — Fri, 27 Aug 2021 16:43:11 GMT

Hi @ashman30a,

Thank you for posting. If you send me your details, I'll be able to take a look at your connection.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Upgraded from Fibre1 to Fibre2 and no difference

PaddyB — Sun, 29 Aug 2021 11:08:02 GMT

Hi @ashman30a,

Thank you for sending in your details. I've checked the details of your account and your Broadband was capped at the 55/10.

I've placed and order to have this changed and you will see the speeds increase closer to the maximum attainable rate. I'll follow up with you later in the week to make sure the speeds have increased.

Thanks,

Paddy

Re: Upgraded from Fibre1 to Fibre2 and no difference

ashman30a — Wed, 01 Sep 2021 09:11:11 GMT

The cap was lifted today. I am now seeing a nearly constant 70 download and ~18.5 upload. Perfect.

Re: Upgraded from Fibre1 to Fibre2 and no difference

JohnC2 — Wed, 01 Sep 2021 10:00:43 GMT

Hi @ashman30a, thanks for the update and good that it's fixed for you now and I'll let @PaddyB know 🙂

cheers

John