This topic

Just had fiber today only getting 20gb instead of 700gb min

Grrr — Wed, 07 Dec 2022 23:51:40 GMT

Had 900 fibre fitted today. Done a speed check and only getting 20 gb max instead of min 700. Even before full fibre I was getting 45 -50gb. Have restarted the hub 2 but the my bt app speed tester still showing 20 after a number of tests. Do I have to call BT? Is this normal failure to deliver? I know it’s day one but…

Re: Just had fiber today only getting 20gb instead of 700gb min

WelshDave — Thu, 08 Dec 2022 09:25:43 GMT

I am guessing you mean 20 Mb not Gb? How are you measuring it as you will only get max throughput with a wired Ethernet connection directly to the router as over WiFi it will top out at about 450Mb

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Thu, 08 Dec 2022 10:10:12 GMT

Hi Welsh Dave

20mb not gb over the my bt app on my phone and direct Ethernet laptop

the app shows as attached

i was getting nearly 50mb before over copper

is there a settling in period like previous? No one has said there is.

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Thu, 08 Dec 2022 10:13:10 GMT

Sorry the add pic doesn’t seem to work just a little too big

Re: Just had fiber today only getting 20gb instead of 700gb min

stevebrass — Thu, 08 Dec 2022 10:29:33 GMT

No settling in period. It should just work.

Re: Just had fiber today only getting 20gb instead of 700gb min

stevebrass — Thu, 08 Dec 2022 10:32:17 GMT

So after did the engineer test everything? If so presumably all was okay then.

Re: Just had fiber today only getting 20gb instead of 700gb min

imjolly — Thu, 08 Dec 2022 10:34:26 GMT

if you are connected direct with ethernet to device try running Fast.com and see what speed you get

you sometimes find the up speed is 50mb but appears to correct itself in 3/4 days connected

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Thu, 08 Dec 2022 20:00:04 GMT

Got through to BT support today. Did some tests. Power off and on the ONT. checked the ONT brand. Made sure cables in right socket. Checked speed again but same. Said they could see a ‘fault’ and would be sending an engineer in a week. I didn’t ask what it was. I’ll wait until the engineer turned up. Regarding the initial installation I wasn’t near the engineer so didn’t see what he was up to. All he said was try connecting a device to the router so did my phone. All worked and he was gone before I could check any more. He’d had a bit of a bad day as after been up the telegraph pole and walked to my house some nice person stole his pack he’d just left next to the pole. He had to travel miles to get replacements

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Thu, 08 Dec 2022 20:01:19 GMT

Hi see post 8

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Thu, 08 Dec 2022 20:04:51 GMT

Thanks will note that site. See post 8 for story so far lol

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Fri, 16 Dec 2022 23:58:50 GMT

hi all. latest and last news.. had an engineer visiting today. said there was some problems with the line so made adjustments and said it was now peaking at 920mb!

Was still issues with the Wi-Fi signal though. had the new router wired into the upstairs bedroom rather than the old ground floor location where the phone line came in, as most of my equipment is upstairs thinking best to have it higher. He said there was significant drop in signal between bedrooms as said the Wi-Fi used with the smarthub 2 was 5g and more sensitive to walls etc.

I'd previously asked the first installer where would be the best place to install as the original location was ground floor tucked in a corner next to the tv, thinking I could improve on location. He just shrugged his shoulders. So I asked to fit it upstairs. maybe a good idea or not I don't know. The second engineer suggested the first wouldn't know. sounds like the first guys were just on commission to get them installed asap, which I can understand, but meant the second guy having to do the tiding up.

Anywho this second guy looking like a contractor - white van. no logos. sounded like he knew what he was talking about. tested the line. made adjustments and mentioned about the Wi-Fi issue. have now plugged in 2GB PoE and getting good speeds.

The engineer said he would contact BT and recommend I have 'Complete Wi-Fi disc' to boost the wi-fi signal in the poor areas of the house. Waiting to hear back from BT now but much happier its working as expected.

Shame the first guy didn't do this and save time and money on BT's part having to come out and visit twice.

So as a caution to anyone getting full fibre or more importantly smarthub 2. best to research best location for your hub if you use wi-fi.

Re: Just had fiber today only getting 20gb instead of 700gb min

DanielS — Sat, 17 Dec 2022 09:11:20 GMT

Hi @Grrr,

It's great to see that our second engineer has been able to get your connection speeds up to what they're supposed to be.

When it comes to ordering Complete Wifi, we don't usually get calls from engineers to contact you to order it. They may have left a note when the order completed but that wouldn't go through to an adviser as once he completes the order it would close it at our end. I can look into this for you and see what we can offer you. I've sent you a private message with some information that I need.

Thanks
DanielS

Re: Just had fiber today only getting 20gb instead of 700gb min

Grrr — Sun, 18 Dec 2022 18:17:16 GMT

Hi again

I may have spoke too soon about fixing the problems. Been just three days since the engineer visited.
I have done some more tests again today.
wifi testing using iPhone 13 Pro Max. Using the My BT app speed test with the phone right next to the router. Result is 18mb/4mb. That’s 2 and 1 less than before he turned up. As I understand it the phone can take much higher speeds.
second test using gaming pc with brand new tp-link 2gb PoE plugged into the same power ring. Results 230mb. Much better than the copper wire at 47mb on wifi, and the distance from the old router was much further, but this seems way off what I should be getting. On wifi it’s getting less than before and the new hub is so much closer in the house.
I know he said I’m getting up to 920mb coming in the house so where’s all the rest of it going? I’m not getting minimum 700. Is the 700 on a device or when I run the My BT app speed test should it show speed from the ISP to the hub making them at speed??
So I have to go back to support and go through all this again. Very frustrating and undue stress. not to mention disruption to my work day.
And as mentioned about the Complete wifi. When he mentioned he would recommend it, I specifically asked him, are YOU going to do it or me. He confirmed he would and said support would be in contact in a few hours about it. They haven’t.
Now even if I got a complete wifi disk and it’s still only showing 18mb right next to the router is it going to improve anything? Also it’s extra cost to me because BT gave me a product not fit for purpose at this time.
sorry to unload all this on you. It’s just very frustrating. Even more so having to go through help. At least I have it logged as a complaint so hopefully it will be a little easier.?
I’d have thought the engineer would have showed me the speeds on their devices before leaving.

Re: Just had fiber today only getting 20gb instead of 700gb min

pippincp — Sun, 18 Dec 2022 20:35:17 GMT

All guatranteed speeds are to the hub. This is the same with all ISP's. There is no guaranteed wireless spaads as there is so many things that can effect the signal.

Best possible speed from the hub will always be via direct ethernet to the hub.