This topic

My BT - ‘Test my Speed’ not working

Cruachan — Tue, 11 Jun 2024 15:14:46 GMT

Hi,

I’m on Full Fibre 900 with Halo 3+. Periodically I check my speeds to verify that my hub speeds continue to meet BT’s ‘Stay Fast Guarantee’. Normally, the Speed to Hub is around 949Mb and the guaranteed speed is 700Mb. Lately this has not been possible within the My BT app on my iPad Pro (4th Gen) and IPhone 15 Pro. IOS on both devices is fully updated.

Reinstalling the My BT app has no affect on the outcome and this situation has persisted now for several weeks.

As you can imagine, this is somewhat concerning as, technically, denying the user the right to verify the ‘Speed to Hub’ could be interpreted as a breach of contract as I am unable to confirm that I am getting what I am paying for.

Speeds (download/upload) to my various devices using various 3rd party testers, including Fast.com, is otherwise okay, so no complaints there.

This problem has only revealed itself in recent weeks. If BT have decided that they no longer wish to allow their paying customers to access this feature (Testing Speed to Hub) then why is the non-functioning Speed Tester still available in the My BT app?

Thanks.
Mike

Re: My BT - ‘Test my Speed’ not working

pippincp — Tue, 11 Jun 2024 16:51:52 GMT

Use fast.com.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Tue, 11 Jun 2024 17:53:25 GMT

As far as I am aware, Fast.com tests download/upload Wi-Fi speeds from router to device. It does not test the maximum broadband speeds available, and paid for, from the local exchange to the customer’s router. The latter used to be tested and displayed by running the ‘Test my speed’ module in the My BT app.

Re: My BT - ‘Test my Speed’ not working

steephill — Tue, 11 Jun 2024 18:01:07 GMT

The MyBT app doesn't form part of your contract so whether it functions or not is irrelevant. You may not be aware that you are not guaranteed 900 or indeed 700Mbps at all times - you are sharing a 2.5Gbps line with up to 29 others so your speed will vary depending on demand from the other users.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Tue, 11 Jun 2024 18:10:26 GMT

Put simply, BT provide me with a ‘Stay Fast Guarantee’. Currently I am unable to determine when they breach that guarantee or how long it takes before speeds are restored. Download speeds have occasionally dropped below the guaranteed 700 Mb. Usually this recovers within a few hours requiring no action on my part. However, longer (?actionable) periods would require user monitoring before proceeding with a complaint.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Tue, 11 Jun 2024 21:33:43 GMT

Yes, what you say is undoubtedly true. However, the My BT App is, I would assume, developed and provided by BT for use by their customers. Once registered and logged on, the app can access my account details and those of all my products. Also, it allows me to test my network and signal strength throughout the house.

Still doesn’t explain why the Test my speed module is not working currently. It starts, whizzes around the progress circle to 100% and returns the message: We’re sorry, something went wrong

I note the view count of this thread has exceeded 100 and, as yet, nobody is sharing my experience. It would perhaps be helpful to know whether or not I am alone with this issue.

Without the ability to test the download/upload speeds to my hub (router) how else can I determine whether speeds drop and persist over an extended period below my Stay Fast Guaranteed download/upload speeds of 700/10 Mb respectively?

Re: My BT - ‘Test my Speed’ not working

Cruachan — Wed, 12 Jun 2024 12:22:54 GMT

From bt.com:

“Sorry, the Speed Test is no longer available on web

The BT Broadband Speed Test has moved to the My BT app, where you can test the speed from our network to your devices as well as your hub*. This gives a more accurate picture of the broadband performance in your home.

To test your broadband speed, log in to or download the My BT app.

*my emphasis

Again, in the hope that a BT representative is monitoring this thread, The My BT app Speed Test module appears to be currently non-functional. The consequence is that this Full Fibre 900 with Halo 3+ customer cannot verify that his Stay Fast Guarantees of 700/10Mb are being upheld. Why?

Re: My BT - ‘Test my Speed’ not working

Keith_Beddoe — Wed, 12 Jun 2024 12:35:24 GMT

@Cruachan

Try https://speedtest.btwholesale.com/

Re: My BT - ‘Test my Speed’ not working

gg30340 — Wed, 12 Jun 2024 12:36:26 GMT

I agree that the speed test should work however if you are unable to determine if your speed has dropped below your stay fast guarantee without using a speed test that begs the question if you really need those speeds and the cost it incurrs in the first place.

I will however ask a moderator to comment regarding the defective test and ask them to advise the relevant department.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Wed, 12 Jun 2024 18:11:38 GMT

@Keith_Beddoe

Thanks. However, unless the ‘Advanced Test’ section offers more, this test is similar to various 3rd party speed testers in that it is only testing the Wi-Fi speed from my router to, as in this instance, my iPad Pro (4th Gen).

Summary of Performance Test

Timestamp

Wednesday 12 June 2024 | 18:27:34

Ping

5 Ms

Download

458.81Mbps

Upload

112.68Mbps

Summary Advanced Test

The system is currently busy. Please try again shortly, however if this problem persists, raise the issue with your service provider.

These results are in keeping with the Wi-Fi results achievable in the past while using the ‘Test my speed’ module in the My BT app. It does not tell me the full fibre speed to my hub from the local exchange/cabinet. If I relied on the above results I would be complaining to BT for not meeting their Stay Fast Guarantee of 700Mb Download.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Wed, 12 Jun 2024 18:05:59 GMT

@gg30340,

Can’t argue with that..lol! However, after putting up with years of 2.4Mb download, 0.4Mb upload speeds I decided to push the boat out! I enjoy flight simulation and being able to sit and watch huge files and/or updates download in minutes rather than hours is bliss. Also, when multiple devices are in use in the house at the same time there is no buffering or noticeable speed reductions. Happy days!

Yes, it’s likely I will downgrade to a more sensible product option at some point in the future.

However, to avoid any complaints meantime, I am hoping that this thread will encourage the My BT app developers to investigate and, hopefully, restore the functionality of their ‘Test my speed’ module in their app. Accordingly, I thank you kindly for your intervention.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Fri, 14 Jun 2024 17:21:03 GMT

Quick update:

Updated the My BT app on my 3 devices (iPad Pro (4th Gen), iPhone 15 Pro, iPad Air) today.

The version number on all 3 devices is now 8.50.2

The ‘Test my Speed’ module in the app continues to fail on all 3 devices.

Re: My BT - ‘Test my Speed’ not working

jmwww1 — Tue, 18 Jun 2024 08:33:27 GMT

I see exactly the same failure of test my speed option in mybt app. Been like it for some weeks now. Reinstalling app made no difference.
somewhat frustrating not to be able to check speed to hub and verify I’m getting what is promised in stayfast guarantee.
do BT the company red these posts and have a response???

Re: My BT - ‘Test my Speed’ not working

steephill — Tue, 18 Jun 2024 08:53:20 GMT

The speed test doesn’t even attempt to run now. Login is also broken now, I login and am immediately looped round to the login dialogue and have to reset my PIN. It looks like BT isn’t devoting any resources to this app as they are getting rid of staff before shuffling us all off to EE. There is the issue of some router functionality being accessible only by app so they will need to sort it out. There are plenty of other speed tests out there though and you can still access your account via your web browser so it isn’t the end of the world.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Tue, 18 Jun 2024 11:17:38 GMT

@steephill

“Login is also broken now, I login and am immediately looped round to the login dialogue and have to reset my PIN.”

Ditto!

This is becoming both annoying and frustrating. Those tasked with maintaining this app must be well aware of these issues by now, which begs the obvious question…..

Re: My BT - ‘Test my Speed’ not working

Ewan1 — Tue, 18 Jun 2024 13:24:40 GMT

When BT update the app it forgets your login details so you have to put them in again. If you have set up biometrics you also have to switch them on again in settings.

My speed test will run to 30% before failing with the message We're sorry something went wrong

Re: My BT - ‘Test my Speed’ not working

Cruachan — Wed, 19 Jun 2024 20:51:59 GMT

@gg30340

Well, another week has come and gone and the situation remains unchanged. It now seems clear to me that this issue is, for whatever reason, being treated as being very low priority.

Be that as it may, my solution has been to acquire an Ethernet cable (capable of fast data transmission) along with a USB-C to Ethernet adapter. This allows me to link my iPad Pro (4 Gen) to my BT router via Ethernet. Using various 3rd Party speed testers, I can now confirm that my full fibre download speeds from the local exchange/cabinet are up to snuff and correspond closely with the results displayed hitherto in the fully functioning My BT app.

So, although this has been an effective workaround solution, it does involve additional costs for the customer which, of course, is far from being ideal. My experience to date over the past year is that BT Full Fibre broadband is proving to be reliable, but it ain’t the most competitive price wise. Hence my understandable desire to have a way of confirming my current contract with BT is being fulfilled.

One other observation: As others are starting to note in similar threads, we are finding that as soon as we enter our respective pins to access the app a message tells us that we have been logged out! We then have to log in with our My BT credentials (ID and Password) and then have to set up our pins again before being allowed to re-enter the app!!? Words fail me!

What on earth is going on?!

Re: My BT - ‘Test my Speed’ not working

gg30340 — Wed, 19 Jun 2024 21:12:48 GMT

@Cruachan wrote:

What on earth is going on?!

First of all I am disappointed that despite being alerted to this thread the moderators have not responded.

As for "What on earth is going on?! Presumably you mean in relation to the MyBT app and in particular the speed test.

In my opinion it is because as per usual when BT introduce an app or software it is a load of rubbish. It either does not work correctly from the get go or when ever they update the app/software it brings new problems.

ie. The latest BTMail fiasco. The previous BTMail fiasco when they moved away from Yahoo. BT Virus Protect by McAfee, BT smart setup which wasn't so smart on the BT hubs prior to the BT Smarthub 2, BT Web Protect which when introduced was turned on by default, problem was they never notified the customer of this.

I stopped using any software that BT issues long ago and nothing would tempt me to use any now.

I appreciate that some things can only be viewed using the MyBT app but I would not hold your breath waiting for a fast fix if indeed any fix is forth coming.

Re: My BT - ‘Test my Speed’ not working

Cruachan — Wed, 19 Jun 2024 22:29:51 GMT

@gg30340 wrote:

“First of all I am disappointed that despite being alerted to this thread the moderators have not responded. “

Embarrassment, perhaps? If not, then they should be. Time BT thought seriously about employing some competent software developers.

Again, thank you for trying your best to get help on behalf of all those, including myself, who are currently feeling a tad disenchanted.

I do wonder how the My BT app got past Apple’s quality testing, or whatever criteria Apple use which permit apps to run under their IOS.

Re: My BT - ‘Test my Speed’ not working

Ewan1 — Thu, 20 Jun 2024 06:18:49 GMT

I wonder if something else is going on with their network.

I did a speed test this morning and got results on the upload that are significantly higher than expected.

I have noticed this for a number of days now. I suspect that if I had the 2.5GB ONT instead of the 1 GB version my download speeds would possibly be higher as well.

Maybe this is why the My BT speed test is failing