This topic

Failed to upgrade

Bermo — Tue, 12 Apr 2022 13:17:17 GMT

Hopefully a moderator can help @JohnC2 @PaddyB @DanielS @NeilO @DavidM

My upgrade From BT Full Fibre 500 to Full Fibre 900 took place today, unfortunately my download & upload speeds have stayed at the Full Fibre 500 speeds and I’ve not seen any increase at all, I’ve rang the full fibre team 08003289393 and found them unhelpful, can a mod help please?

Re: Failed to upgrade

licquorice — Tue, 12 Apr 2022 13:20:45 GMT

Call the FTTP team 0800 587 4787

Re: Failed to upgrade

Bermo — Tue, 12 Apr 2022 13:37:39 GMT

Thanks but goes to the same department. They are saying I have the full 900 to the ONT, unfortunately thou my SH2 is only running at 500 thou.

Re: Failed to upgrade

imjolly — Tue, 12 Apr 2022 13:42:57 GMT

what package shows on MYBT and can you see upgrade order completed

Re: Failed to upgrade

Bermo — Tue, 12 Apr 2022 13:53:18 GMT

Full fibre 900 halo 3+ and showing complete.

im doing a fast.com speed test from a iPhone 11 over wifi and it’s coming back at approx 500 download

if I go via the BT app I get the following …

Re: Failed to upgrade

PaddyB — Tue, 12 Apr 2022 13:54:41 GMT

Hi @Bermo,

Welcome to the Community and thank you for posting. I'm sorry if you haven't seen your speeds increase after upgrading to the Fibre 900 package. When did the order complete?

You could try restarting the ONT and then your router to see if that gives the speed a kick to the new profile.

Thanks,

Paddy

Re: Failed to upgrade

Bermo — Tue, 12 Apr 2022 14:10:02 GMT

@PaddyB - Rebooted both ONT then router and download speed via fast.com is still 500mbps

order completed today

Re: Failed to upgrade

PaddyB — Tue, 12 Apr 2022 14:22:16 GMT

Hi @Bermo,

Thank you for posting back. I can take up until midnight on the day the order completes for the speeds to increase.

I'd give it until tomorrow and see how the speed are then.

If you don't see an increase then, post back and I'll take a look at this for you.

Thanks,

Paddy

Re: Failed to upgrade

imjolly — Tue, 12 Apr 2022 14:28:58 GMT

can you try using ethernet connection instead of wireless https://fast.com/

Re: Failed to upgrade

Trialsfan — Tue, 12 Apr 2022 14:54:35 GMT

I think you are just seeing the limitations of wifi.. use an ethernet cable on a pc and you will see full speed

Re: Failed to upgrade

garybs29 — Tue, 12 Apr 2022 15:30:14 GMT

@Bermowrote:
Full fibre 900 halo 3+ and showing complete.

im doing a fast.com speed test from a iPhone 11 over wifi and it’s coming back at approx 500 download
if I go via the BT app I get the following …

Emmm speed to hub is 929 so you are on 900, check with ethernet as advised previously as it could be wireless/device issues

Re: Failed to upgrade

pippincp — Tue, 12 Apr 2022 17:25:29 GMT

500Mb over WiFi is about right. I wouldn't expect any more. A wired connection will give you full speeds but in no way will a wireless one.

Re: Failed to upgrade

PaddyB — Tue, 12 Apr 2022 17:35:04 GMT

Hi @Bermo,

I missed the posts with your screen shot. I agree with what @pippincp and @garybs29 has said.

Your package speed has increased to 900 Mbps as this is what you Hub is getting over the network. If you're only using a wireless device to test your speed, you never going to achieve anything close to the maximum your line can support.

Thanks,

Paddy

Re: Failed to upgrade

Bermo — Tue, 12 Apr 2022 17:48:19 GMT

Thanks for everyone’s input, unfortunately I cannot test over Ethernet as I only have a iPad Pro which I use over wifi, after a little my research it appears that 500mbps is about the maximum I’ll get over wifi with the SH2, if wanting more from the 900 package I’d have to go down the wired Ethernet route or a pricey new router.

Can a Mod still look at my upload speed it’s currently sat at 76mbps and looks as thou it should be 110

thanks 😊

Re: Failed to upgrade

PaddyB — Tue, 12 Apr 2022 18:47:27 GMT

Hi @Bermo,

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

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: Failed to upgrade

Bermo — Thu, 14 Apr 2022 08:00:12 GMT

upload speed now at 110. Thanks to the Mods for helping and the callback.

Re: Failed to upgrade

DanielS — Thu, 14 Apr 2022 08:02:08 GMT

Thanks for taking the time to speak with me this morning @Bermo.

I'm happy that your upload speed has increased.

Take care and I hope you have a great Bank Holiday weekend 🙂

DanielS