This topic

Moved house not correct speeds

Scottymcs — Thu, 25 Aug 2022 15:44:10 GMT

Hello all.

I was on Fibre 2 at my previous address getting 70mbps. I have now brought a house and wanted to move my fibre 2 service to it.

I contacted BT and they said i couldn't as there was no room at the cabinet. So i compained that they wanted me to go on copper connection and pay roughly the same as Fibre 2.

After contacting them again about leaving BT as i needed the speed and copper wasn't enough, out of no where i could now have Fibre 2 installed at my new home. Great!

So i have moved in and the engineers came and had to re wire my house to the cabinet and that was all done great.

Now it says in MY BT on fibre 2 i can get speeds up to 45 - 50mbps with a guarantee of 39mbps. Well surely that was Fibre 1 speeds?

I have checked the DSLchecker and it says to my address i can get high of 68mbps and lows of 52mbps. What i am receiving to the hub is 39mbps.

To me it feels like i am paying Fibre 2 package price but it has been capped at Fibre 1 package price.

Is there anyone that can check this out and find out why im supposed to be on Fibre 2 but not getting those speeds at all. I feel the guy on the phone that i complained to at the start has lied to me to get me to stay and sign another contract!

Thanks in advance

Re: Moved house not correct speeds

imjolly — Thu, 25 Aug 2022 15:51:19 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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 .

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

You can only get as fast as your line can handle and the figures on adslchecker are estimates based on a good line

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Moved house not correct speeds

Scottymcs — Thu, 25 Aug 2022 16:06:32 GMT

Thanks for the reply.

I cannot do the dial test as I don't have a home phone connected.

Here are screen shots of the technical log. Hope this helps

Re: Moved house not correct speeds

imjolly — Thu, 25 Aug 2022 17:27:37 GMT

From your stats you max attainab!e speed is 49mb and you currently have 43mb connection so can't see how you are you are going to get fibre 2 speeds. Compared to your previous home you are much further from your street cabinet and possible not as a good a line connection causing speed slightly lower than dslchecker estimate

Re: Moved house not correct speeds

Scottymcs — Thu, 25 Aug 2022 17:26:10 GMT

Okay thanks for clearing that up. Goes to my next point. BT have sold me fibre 2 that is misleading. They could of said fibre 1 but never did and said fibre 2 to make me stay and it has now put me in a new contract with them for even longer. For few quid extra I could of gone to Virgin and get over 200mbps.

I feel I have been lied to to get me to stay after saying I'm leaving.