This topic

Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Sun, 06 Nov 2022 16:54:11 GMT

I've seen mods in this forum were very helpful to people with config issues for their profiles so I'm hoping that one such kind heart will help me out.

I recently moved properties (from Lancashire to Cheshire - may be important, later about that below). I didn't mind losing the old phone number as I was advised it will be changed. On the day of the switch and 2-3 days after my Steam was happily downloading things at 60+Mbps no problem. Then, about a week after, the connection got reduced to this, with this speed being almost constant, no drops, it is always less than 1Mb in that range.

Now, my contract is the 45 minimum 55-76 range one, while on the previous property I had the lower tier one as max what I could get was sub-30Mbps speed (Prestwich, Manchester, where we send internet by post - not BT fault, cables are from the 80's and no one wanted to remove trees to change that). This profile looks almost IDENTICAL to the one I had at the old place. Furthermore, when I get texts from support, for the account search it actually quotes the OLD phone number, which is very weird.

As the speed is below the minimum, I contacted tech support and an engineer was sent to the new property, confirmed nothing looks incorrect on the premise and said he will add a report that there is potentially a fault either in the cupboard or cables so that gets checked out. Unfortunately, after his visit I got a text that the issue is now resolved, work order closed and it should be fine now, bar restart. Nothing changed at all.

Spoke with the nice lady at the help-desk about that and she offered to send me a new router (mine is old hub 5, but it was working at 300+ speeds already so I don't think that would be an issue - maybe?). My idea is that this may be something related to the landline transfer going badly, myBT still reports this for my landline, even if the switch was supposedly completed 2 weeks ago:

I hope that some kind mod can help - otherwise my contract has a auto-exit option now as with that setting the minimum is never possible.

Thanks

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Sun, 06 Nov 2022 20:44:14 GMT

Here's my line test - which shows that phone number reports almost full bandwidth available. Also, the FTTP on Demand is curious here as the "available" part would make it seem that the Full Fiber is available (and that would really be amazing) but can anyone confirm that this result means FTTP is technically available there? Maybe I'm reading that wrong.

@PaddyB - I've seen you help people with this bamboozle before, you may be my only hope 😉

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

imjolly — Sun, 06 Nov 2022 22:07:32 GMT

Can you post stats from your hub.

If a new home are you sure you are using the master socket? Have you tried using the test socket with a filter and see if that improves connection speed.

Do you have a dial tone if not on digital voice and check for line noise. Dial 17070 option 2 should be silent and with corded phone - not with DV

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Sun, 06 Nov 2022 23:28:55 GMT

Hey - and thanks for the answer. Apart from the above, on my hub you can only get this, unless you mean report from some other tool:

Speed is roughly the same (less than 1Mbps deviation) on all sockets. No way to check the landline as I don't have the set at all, never used it, I keep the landline just for various odd things that require it like proof of address etc. I'm using a filter as always.

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

pippincp — Mon, 07 Nov 2022 00:34:53 GMT

For the HH5 you need to go to Troubleshooting/helpdesk to get the info requested by @imjolly

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Mon, 07 Nov 2022 08:33:04 GMT

Thanks for the info, much appreciated - here's the data:

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

imjolly — Mon, 07 Nov 2022 10:00:35 GMT

@AlliN wrote:

Speed is roughly the same (less than 1Mbps deviation) on all sockets. No way to check the landline as I don't have the set at all, never used it, I keep the landline just for various odd things that require it like proof of address etc. I'm using a filter as always.

If you are using a filter then I assume your master socket is not a new filter socket with 2 outlets - phone and router. so have you found master socket and then removed faceplate na d with the filter connected to the test socket to see if that helps by eliminating all your internal wiring - that assumes your internal phone wiring is correctly configured

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Mon, 07 Nov 2022 10:38:29 GMT

Technician that visited us on Friday did that, confirmed that it is OK - then the fault got closed as resolved because I apparently told them it is fixed. I never did such a thing. I was initially positively surprised as the text said the issue was resolved and to restart the router (which made no difference). He also tested all of the secondary sockets and every single one was ok but returning the same values.

And yes, you're right this is the older single port socket.

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

imjolly — Mon, 07 Nov 2022 10:55:35 GMT

did the openreach person actually try connecting filter to test socket and then hub to filter to see what speed was now showing in hub stats.

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Mon, 07 Nov 2022 11:13:55 GMT

Wasn't watching him that closely to know, but given that he didn't seem to be unscrewing anything there and did it quite fast using his laptop, my guess would be a NO. I'll run the check as you said before and see if there's any difference.

Re: Broadband seems limited to 40/20 on a 45 Mbps guaranteed contract

AlliN — Tue, 08 Nov 2022 00:29:49 GMT

Hi again

I did as you said and connected to the test socket, the info was different this time around (and the cable inside the socket was a bit of a mess - green-white just dangling about although not sure if it is used for anything)

Weird thing was that the BT wholesale test was returning 0Mbps upload speed. Download was still almost exactly 40, but this time on a non-bt speedtest upload was much higher - around 19Mbps to the 11 previously. So I have no idea what is going on with that.

Router was reporting higher max download on the Helpdesk data, but nothing was actually getting that speed anyways.

So, at least we know now that the technician did very little and that there is likely something technical going on. Here's data I was getting on the test socket:

Here's what was on the main socket after I've put it back together:

and that's the result of the wholesale speedtest advanced phone line check:

It seems BT is doing some changes today so that may be a reason of a weird line test, app claims I don't have an account...