This topic

Full Fibre 900 stayfast guarantee of 17Mb

ant1clock — Tue, 17 Jan 2023 07:56:47 GMT

I am having a problem with my FF 900 install. When ordering I was told my estimated stayfast speed would be 700 Mbps. Now my account is telling me its only 17Mbps.

According to the BT app and Fast checker I am getting download speeds to the hub in the region of 240 Mbps. I am approx. 1.2 miles from the exchange and 200 feet from the box in my street.

Openreach engineers have visited and check the lines and everything is ok and they believe my line is capable of getting the guaranteed minimum of 700 Mbps.

The hub has been swapped out and checks confirm it is working.

I have been in contact with BT many times and they are telling me that they need to halt my service and reboot it. This will leave me with no service for at least three days. And it may not fix the issue.

In addition, my digital voice while paired to the hub is telling me that I cant make or receive calls, and the hub manager is telling me voice is not activated. However I have had confirmation messages telling it has been activated.

My latest complaint has been closed down and i have been given only the choice of live with it or switch off and reboot.

Can anyone advise.

Cheers

Anticlock

Re: Full Fibre 900 stayfast guarantee of 17Mb

Robbo_0410 — Tue, 17 Jan 2023 08:07:14 GMT

You won't get 700, unless you are connected directly to the ONT, the hub is not capable of those speeds

Re: Full Fibre 900 stayfast guarantee of 17Mb

gg30340 — Tue, 17 Jan 2023 09:34:43 GMT

@Robbo_0410 wrote:

You won't get 700, unless you are connected directly to the ONT, the hub is not capable of those speeds

So how do other people who have the 900 package achieve higher speeds than 700 and why is the forum not swamped with complaints?

Re: Full Fibre 900 stayfast guarantee of 17Mb

gg30340 — Tue, 17 Jan 2023 09:39:10 GMT

@ant1cloc

In view of the apparent inability for BT to resolve this I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Full Fibre 900 stayfast guarantee of 17Mb

RobbieMac — Tue, 17 Jan 2023 09:44:31 GMT

Hi @ant1clock

Welcome to the community and thank you for posting!

I am sorry for the problems your having with your broadband speed. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Full Fibre 900 stayfast guarantee of 17Mb

Robbo_0410 — Tue, 17 Jan 2023 10:35:56 GMT

@gg30340 I've had engineers/home tech out for the same problem, the router is not WiFi 6 so is not capable of getting those speeds wirelessly was there answer, funny that I bought a WiFi 6 router and still can't get 700 minimum, thing is BT did not tell me this when they were rolling out full fibre in my area, technically paying for a service that they are not providing the full benefits of, all they say is the stayfast of 700 is from the exchange to the hub but I won't get that to my devices, again false advertising, max I get is 400 and that is wired via a BT disk

Re: Full Fibre 900 stayfast guarantee of 17Mb

gg30340 — Tue, 17 Jan 2023 10:38:10 GMT

Or more likely engineers that don't know what they are talking about and looking for an out because they can not fix a fault.

Re: Full Fibre 900 stayfast guarantee of 17Mb

Keith_Beddoe — Tue, 17 Jan 2023 11:58:40 GMT

@Robbo_0410

Connections via the BT disc, are still via wireless.

You are unlikely to get anything like the full speed over wireless, on a single device, also devices are optimised for download speed not upload speed.

It was never intended that people get full speed on all devices, especially on a wireless connection. The intention is to allow that bandwidth to be shared among family members and multiple devices, without each user noticing any slowdown.

Here is a quote from old post by @SeanD on 18/06/2021

"I think for the first time ever we are in a situation whereby the speed you can now get through Full Fibre outperforms the capabilities of many devices.

The Smart hub 2 does not come with Wi-Fi 6 but this is something we are looking to include in our next generation of Hub. I don't have any info as to when we will launch a new router by Wi-Fi 6 will bring some improvement.

As an example of what I mean in terms of devices not being able to support the full breadth of speed available on Full Fibre , take a look at the table below. This is just for a couple of Apple Smart Phones and Tablets along with popular Samsung models,

Apple (Smartphones)	Dualband (2.4 & 5Ghz)	Theoretical Max speed on 2.4Ghz connection	Theoretical Max speed on 5Ghz connection
IPHONE SE	Yes	60mbps	300mbps
IPHONE SE 2020	Yes	135mbps	600mbps

Samsung (Smartphones)	Dualband (2.4 & 5Ghz)	Theoretical Max speed on 2.4Ghz connection	Theoretical Max speed on 5Ghz connection
galaxy-s10e	Yes	135mbps	600mbps
galaxy-s10-5g	Yes	135mbps	600mbps

Apple (Tablets)	Dualband (2.4 & 5Ghz)	Theoretical Max speed on 2.4Ghz connection	Theoretical Max speed on 5Ghz connection
IPAD pro 3rd gen (Nov 2018)	Yes	135mbps	600mbps
IPAD pro 4th gen (March 2020)	Yes	135mbps	600mbps

Samsung (Tablet)	Dualband (2.4 & 5Ghz)	Theoretical Max speed on 2.4Ghz connection	Theoretical Max speed on 5Ghz connection
galaxy-tab-s5e	Yes	100mbps	300mbps
galaxy-tab-s6	Yes	60mbps	600mbps

Re: Full Fibre 900 stayfast guarantee of 17Mb

Robbo_0410 — Tue, 17 Jan 2023 12:21:11 GMT

Why is the stayfast guarantee 700 then? You get nowhere near that, and the examples of speeds are on 2.4ghz, it's pretty much double that on 5ghz, so about 300-400 max like I said, I have a WiFi 6 3rd party router and the speeds are exactly the same, and yes the speeds are still good even when multiple devices are using the bandwidth I get that point 👍

Re: Full Fibre 900 stayfast guarantee of 17Mb

Les-Gibson — Tue, 17 Jan 2023 12:27:48 GMT

The stayfast guarantee refers to the line speed to the hub not the WIFi speed which is set out in the relevant IEEE802.11 specification

Re: Full Fibre 900 stayfast guarantee of 17Mb

Robbo_0410 — Tue, 17 Jan 2023 12:31:22 GMT

This has been explained to me by engineers in one of my previous posts, I simply said the hub does not get those speeds to the member posting about the problem, but he is more then welcome to get an engineer out to explain it to him in person 👍

Re: Full Fibre 900 stayfast guarantee of 17Mb

ant1clock — Tue, 17 Jan 2023 20:03:50 GMT

Thanks for all the advice.

So the guarantee is for the speed to the box on the wall.

The hub which is connected via an ethernet cable, should see the same speeds as the box on the wall?

A device connected via ethernet cable (playstation 4) should see the same speeds as the hub? Im currently getting 140Mbps.

A device connected via wi-fi will get half speed or less as the speed to the box on the wall dependant on the capability of the device?

Sorry for all the extra questions, but I’m just trying to cut through the advertising blurb to mange my expectations on speed.

BT are checking my account set up as my digital voice just wont configure.

Cheers

Re: Full Fibre 900 stayfast guarantee of 17Mb

gg30340 — Tue, 17 Jan 2023 20:18:01 GMT

@ant1clock wrote:

Thanks for all the advice.

So the guarantee is for the speed to the box on the wall.

See link about the guarantee

What is BT's Stay Fast Guarantee? | BT Help

The hub which is connected via an ethernet cable, should see the same speeds as the box on the wall? It may not be exact but should be near to 900mbps

A device connected via ethernet cable (playstation 4) should see the same speeds as the hub? It depends on the devices capabilities and components used such as its network card. Im currently getting 140Mbps.

A device connected via wi-fi will get half speed or less as the speed to the box on the wall dependant on the capability of the device? Not necessarily so. It again depends on the devices network card etc.

Sorry for all the extra questions, but I’m just trying to cut through the advertising blurb to mange my expectations on speed.

BT are checking my account set up as my digital voice just wont configure.

Cheers

There is obviously something wrong with your connection and as such I would suggest that because you have now been contacted by the moderators of the forum and assuming you have replied to them as requested that you now leave this in their hands and hopefully they will get this resolved.

Re: Full Fibre 900 stayfast guarantee of 17Mb

Robbo_0410 — Tue, 17 Jan 2023 20:43:49 GMT

@gg30340 quick question then if I bought some gigabit home plugs and used my 3rd party router, which has 3 gigabit ports as well as the WAN port would I get full speed to my PS5 or Xbox series X, I get around 300-400mbps using the white BT disks as a receiver wired (technically still wireless) but it boosts the speed, obviously still having problems with my internet dropping out (hopefully it gets solved soon) but I was wanting to try gigabit home plugs with my tp link WiFi 6 router

Re: Full Fibre 900 stayfast guarantee of 17Mb

gg30340 — Tue, 17 Jan 2023 20:58:12 GMT

I doubt you would get full speed. Powerline adaptors always over promise and under deliver.

The power line adaptors are in most situations better than a wireless connection, assuming the electrical cables are of a good standard.

You could always get a set from PC World or Amazon and if they don't deliver an acceptable speed you can always send them back.

Re: Full Fibre 900 stayfast guarantee of 17Mb

Robbo_0410 — Tue, 17 Jan 2023 22:00:51 GMT

Yeah I was a bit unsure about trying them as I didn't think they would get full speed, wired using the BT disk as a receiver is a pretty solid option, and 300-400mbps for download speed is really good, get full size games in no time at all, gone are the days of waiting all day to download a game lol

Had new optical cable installed

Robbo_0410 — Thu, 19 Jan 2023 16:52:51 GMT

Hi Openreach installed a new optical cable and ONT for me this morning, my service is back online they did mention however that the connection might be up and down for the 1st 24 hours is this normal for it to drop then come straight back online as this is the issue I was having before the new cable was installing but instead of coming straight back online I would lose service altogether, any advice would be great

Thanks

Shaun

Re: Issues with broadband dropping

Robbo_0410 — Fri, 20 Jan 2023 14:49:57 GMT

@NeilO I've tagged you in this to see if you can see the damage to my router that is off the engineer no doubt he's probably damaged the ONT as well

Re: Issues with broadband dropping

DanielS — Fri, 20 Jan 2023 15:11:59 GMT

Hi @Robbo_0410,

Thanks for tagging @NeilO. He's off today but he will be back in the office late tomorrow morning. I'll make sure he knows that you have been in touch so he can help you with this.

Thanks
DanielS

Re: Issues with broadband dropping

licquorice — Fri, 20 Jan 2023 15:18:00 GMT

@Robbo_0410 wrote:

@Lisa123456 just went to change the ethernet cable on the off chance it was that and discovered that my routers wan port has been absolutely butchered, this is a brand new router that was sent out a couple of weeks and it was fine yesterday morning before the engineer came out to replace my line 🤷🏻‍♂️🤦🏻‍♂️

https://acrobat.adobe.com/link/track?uri=urn:aaid:scds:US:fe7f3f6c-02f8-3062-beab-fe5b5174d192

That takes real skill to mangle an RJ45 port like that, whatever did he do?