This topic

New connection, am I being hard capped?

SteveBB — Tue, 18 Apr 2023 22:15:30 GMT

I moved into a new property recently and my Internet was put in today and I'm getting what seems to be a hard locked 55Mbps sync, and I'm wondering if/why I'd be hard capped? I'm paying for Fibre 2 which should be up to 75Mbps and I checked and apparently my line should be able to handle 68-71Mbps if I'm reading it right (if I'm not let me know). I bought a brand new, 0.5m cable and I'm reusing my old Smart Hub 2.

Re: New connection, am I being hard capped?

imjolly — Tue, 18 Apr 2023 22:27:13 GMT

Can you post stats from your hub please - advanced settings technical log information

Can you check MYBT make sure it shows fibre 2 as package not fibre 1

Re: New connection, am I being hard capped?

SteveBB — Tue, 18 Apr 2023 22:28:23 GMT

@imjolly Yup, it's showing as Fibre 2.

Re: New connection, am I being hard capped?

SteveBB — Tue, 18 Apr 2023 22:30:27 GMT

@imjolly Oops, here's my technical log.

Re: New connection, am I being hard capped?

imjolly — Wed, 19 Apr 2023 06:32:42 GMT

Stats show you are capped at fibre 1 55/10mb need to phone CS 03301234150 and get on fibre 2 package profile

Re: New connection, am I being hard capped?

JohnC2 — Wed, 19 Apr 2023 10:54:50 GMT

Hi @SteveBB, did you call customer services as suggested and if so have they resolved this for you?

Cheers
John

Re: New connection, am I being hard capped?

SteveBB — Wed, 19 Apr 2023 12:04:17 GMT

@JohnC2 I phoned CS and they told me they can't offer profile 2 at my address, which is very disappointing as I'm capping out the 55Mbps no problem and the checker says my line can handle up to 71Mbps.

Re: New connection, am I being hard capped?

licquorice — Wed, 19 Apr 2023 12:18:49 GMT

They are contradicting themselves, you are paying for fibre2 but capped at fibre1.

You can get 70M as your hub stats show.

Re: New connection, am I being hard capped?

SteveBB — Wed, 19 Apr 2023 12:20:37 GMT

@licquorice Yeah I'm not sure what's going on, hopefully @JohnC2 can look into it for me. I don't want to leave 20Mbps on the table if possible.

Re: New connection, am I being hard capped?

JohnC2 — Wed, 19 Apr 2023 13:01:36 GMT

Hi @SteveBB sorry that customer service were unable to sort this out for you.
I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you with this.

Cheers

John

Re: New connection, am I being hard capped?

SteveBB — Wed, 19 Apr 2023 13:23:08 GMT

@JohnC2 I have sent you a PM with all the information requested. Thank you to everyone for the help so far.

Re: New connection, am I being hard capped?

SteveBB — Thu, 20 Apr 2023 13:49:09 GMT

@DavidM Hooked me up and I'm now on the correct profile, for those interested, here is my before and after:

Before:

After:

I was hoping for a little more than 3Mbps, but I'll take it, the bump to upload is very nice as I do upload videos to Youtube sometimes. I am still within my 10 day training period though, so who knows where it'll settle.

My hub stats now:

Re: New connection, am I being hard capped?

DavidM — Thu, 20 Apr 2023 13:52:10 GMT

Hapy to help @SteveBB .

Great to see an improvement.

All the best

David

Re: New connection, am I being hard capped?

TimCurtis — Thu, 20 Apr 2023 14:21:06 GMT

@SteveBB

You should see an improvement in the download speed once it settles as the noise margin is 6.1 and the target is usually 3.0 .

Re: New connection, am I being hard capped?

SteveBB — Thu, 20 Apr 2023 14:23:35 GMT

@TimCurtis Awesome, that would be very welcome.

Re: New connection, am I being hard capped?

SteveBB — Sun, 23 Apr 2023 19:23:21 GMT

@TimCurtis You were spot on mate, I am very happy with it.

Re: New connection, am I being hard capped?

SteveBB — Mon, 01 May 2023 14:32:52 GMT

Final update from me, my 10 day period is over and it went up again!

I'm absolutely over the moon with that, it's double the speed of my previous property. I feel bad for all the customers who just accept that they can't get fibre 2 when speaking to customer support.