This topic

fibre 2 package question

egghead33 — Sun, 30 Oct 2022 06:58:30 GMT

Good morning

I have a question about fibre 2 package speeds.

here is some background information. last year i was with EE broadband and we had a fault which took 4 goes to fix. the problem was a faulty pair of wires and we were swapped to a different pair from which point the speed dropped from 55-72 to 30mbps and stayed there ever since. the exchange is about 350 meters away.

Last month i swapped to BT as they were offering the higher speed of 55-72 but upon swapping i still only get 30mpbs on fibre 2 package. when the email came through it says maximum speed of 33mbps but when i rang first off to sign up the person i spoke to said the download speed would be 55-72mbps?.

i have since phoned BT and they contacted open reach to find out why the speed is at 30 while all the other houses in my estate get 55-72mbps. The person i spoke to seemed to think something wasn't right but didn't know what it was. i have had no reply from open reach since 11/10/22

having read some posts on this community i think i may be on the wrong profile?. here is the log from the modem etc.

thanks for any help in advance.

Product name	BT Smart Hub 2
Serial number	2.21E+09
Fireware version	v0.37.00.07084-BT (Fri Jul 8 11:29:23 2022)
Board version	R01
GUI version	1.77 20_05_2022
DSL uptime	6 days 4 Hours 18 Mins 20 Secs
Data rate	10.0 Mbps / 35.0 Mbps
Maximum Data rate	10.9 Mbps / 44.1 Mbps
Noise margin	7.0/10.0
Line attenuation	10.6/17.6
Signal attenuation	10.6/19.4
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	2.1 GB Uploaded / 2.1 GB Downloaded
Broadband username	bthomehub@btbroadband.com
Public Wi-Fi	Not active
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel1)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel48)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address
Software variant	-
Boot loader	0.1.7-BT (Thu Nov 30 09:45:22 2017)

Re: fibre 2 package question

imjolly — Sun, 30 Oct 2022 08:46:23 GMT

distance from exchange is immaterial it is distance from street cabinet that counts. if you were on wrong package that would not affect attainable speed and yours only shows 44mb.

Have you checked your phone line for noise as long as you are not on digital voice can you dial 17070 option 2 it should be silent and best with corded phone

Re: fibre 2 package question

egghead33 — Sun, 30 Oct 2022 09:33:41 GMT

Thanks for the reply.

when we were with ee that’s how we noticed there was a fault as when you pick up the analogue phone there was a bad hissing sound. This was then fixed hence the 4 visits by open reach.

now we are with bt we have digital voice as you say that now does not work.

Sorry I did mean the street cabinet and not the exchange.

Re: fibre 2 package question

imjolly — Sun, 30 Oct 2022 10:15:43 GMT

have you tried connecting to the test socket with a filter to see if that improves your connection?

Re: fibre 2 package question

egghead33 — Sun, 30 Oct 2022 10:43:54 GMT

Yes I have tried connecting to the test socket with a new filter and it made no difference to the speed.

Re: fibre 2 package question

imjolly — Sun, 30 Oct 2022 10:51:26 GMT

have you also tried replacing the rj11 modem cable to see if that makes and difference. if you have also tried that then you need to phone CS 150 and get openreach back again

Re: fibre 2 package question

egghead33 — Sun, 30 Oct 2022 11:03:22 GMT

Yes the modem cable is also new as well. I have phoned customer services and the response was all checks were ok however they made a complaint to Openreach on my behalf with the information posted with the the reference number QIS441546 on the 9/10/22 and I have also emailed this week and received no response.

I did receive a text yesterday from bt saying extra checks have been completed on your broad band and can confirm your receiving the minimum speed of 26.

Re: fibre 2 package question

JonMace — Sun, 30 Oct 2022 12:07:00 GMT

Do you have fibre to the premises? If not (I could be wrong) I would doubt that you are on digital voice.

So you were on 70 with EE they changed the pair and you went down to 30, when you moved to BT they use the same pair and you still get 30?

To me I would say its something to do with that pair, that being said I am not an engineer

Re: fibre 2 package question

imjolly — Sun, 30 Oct 2022 12:14:43 GMT

@JonMace

stats posted show FTTC not FTTP and digital voice is available to customers on FTTC

Re: fibre 2 package question

egghead33 — Sun, 30 Oct 2022 12:23:32 GMT

Thanks for the reply.

no we have fibre to the cabinet.

the phone is plugged directly in to the hub and is dubbed digital voice.

We also have a digital voice adaptor for the 2nd phone as the master socket/extension socket are no longer used for the phone. The extension socket was disconnected and the wires sealed off.

yes it all seems to be since they changed us to a different cable pair whilst we were with EE and the same 30mbps when swapping to BT even though the customer services said the higher speed was available.

Re: fibre 2 package question

iniltous — Sun, 30 Oct 2022 14:17:34 GMT

As you are on DV , the option to check for a noisy line is gone ( well the 17070 quiet line check is ) , but it’s likely that you have a line issue….if the previous OR tech , to repair a fault has put you on a split pair then your speed would suffer as a consequence, or it could be your line , still on a twisted pair is faulty but you don’t notice it when on a call, as a call on DV doesn’t ‘crackle’ as it could when the ‘line’ is faulty.

All you can do is (re) report it , if the automatic system says the line is OK , and given the option to accept or reject this , obviously reject it, or contact BT and report it personally rather than through any on line options

Re: fibre 2 package question

egghead33 — Sun, 30 Oct 2022 14:37:23 GMT

Thank for the reply.

i have done the automated check and it was all clear. After speaking to customer services they did some checks and they were clear as well however they did raise a compliant with Openreach as to why my line speed has reduced but have had no reply and I cannot contact open reach directly.

i have spoken to customer services again and they are chasing Openreach as there is still no reply but still say the same the checks are clear.

I’m a bit stumped as this has been going on for over a year with EE and now BT.

Re: fibre 2 package question

samtheaspie — Mon, 31 Oct 2022 08:55:12 GMT

That’s complete BS… you clearly disregarded the fact the OP’s upload is 10 meg when they have said they are paying for fibre 2

@egghead33 'edit by mod' If you’re on fibre 2 I would expect you to have higher upload speeds. You’re on the wrong profile by the looks of it and a MOD on here could easily rectify this for you.

You have similar line stats to me so I’d at least expect you to be pulling 66ish meg and 17meg ish upload on fibre 2.

Good luck, someone just needs to change you to an 80/20 profile and Wooshh should update your SNR accordingly.

Re: fibre 2 package question

egghead33 — Sun, 30 Oct 2022 19:53:17 GMT

Thanks for the reply.

having been on the phone to customer services for 2 hours this afternoon after it was mentioned I should re report the the issue. they are saying there is no fault which is correct and I tried to explain that it’s the speed that’s the problem not a fault. Customer services didn’t know anything about a different profile and didn’t know what the solution was.
that’s why I came to the community to see if there was another solution with reference to the 80/20 profile.

Re: fibre 2 package question

samtheaspie — Sun, 30 Oct 2022 20:03:51 GMT

@egghead33 its only something an Openreach engineer can configure.. @JohnC2 could you help maybe?

Re: fibre 2 package question

gg30340 — Mon, 31 Oct 2022 08:56:33 GMT

@samtheaspie wrote:

That’s complete BS… you clearly disregarded the fact the OP’s upload is 10 meg when they have said they are paying for fibre 2

. If you’re on fibre 2 I would expect you to have higher upload speeds. You’re on the wrong profile by the looks of it and a MOD on here could easily rectify this for you.

You have similar line stats to me so I’d at least expect you to be pulling 66ish meg and 17meg ish upload on fibre 2.

It would appear that you have no idea what you are talking about when it comes to how FTTC Broadband works and how distance from the cabinet, joins/connections, type of line etc of an individual line affects the maximum speed that the line can deliver regardless of whether it is a Fibre 1 or Fibre 2 package.

Just because you are on a Fibre 2 package does not mean you will automatically get the "top" speed of that package. You will only ever get the maximum speed that your individual line can deliver and comparing it with your line is a totally pointless exercise.

Re: fibre 2 package question

samtheaspie — Sun, 30 Oct 2022 22:11:16 GMT

@gg30340 I love how you assume that I don't know what I am talking about when in actual fact I know exactly what I am talking about. I know about distances so please stop trying to say I am clueless when I am not. If the OP Previously say that they achieved 70 odd meg then I would be more inclined to believe them.. the OP has stated they are 350 metres away roughly.. Which has also prompted my responses.

@egghead33 I wouldn't bother with this forum, you just get scripted responses.. I have for 3 years. Waste of time. You need a profile change. Thank me later.

Re: fibre 2 package question

imjolly — Sun, 30 Oct 2022 22:32:37 GMT

@samtheaspie

As I posted already I think @egghead33 should have a faster connection based on the dslchecker results but the problem is a line problem and needs openreach engineer. I dont think, based on stats posted, it is a profile problem like you keep saying as the attainable speeds are just above the actual speeds and attainable speeds would show the line capability regardless of package. If you check stats posted by anyone who was on fibre 1 their attainable speed is not restricted to the fibre 1 max but is actually the max speed the line is capable of reaching And may even exceed the fibre 2 max speed of 80mb

Re: fibre 2 package question

DavidM — Mon, 31 Oct 2022 08:51:31 GMT

Lets keep it friendly here guys.

Cheers

David