This topic

Fibre 2 ordered, appear to have Fibre 1

SaltyW123 — Wed, 19 Jul 2023 11:10:30 GMT

Hi again all!

Today's the day of the activation, and I note it appears I've been put on Fibre 1 instead of Fibre 2.

Fibre 2 was definitely ordered and yet I'm capped at Fibre 1 speeds despite my line being able to handle faster.

Has this happened to anyone else before?

	Downstream	Upstream
Attainable rate (kbit/s)	75448	21874
SNR margin (dB)	18.2	0
Line attenuation (dB)	13.2	7.4
Output power (dBmV)	13.2	7.4

	Path 0	Path 1
	Downstream	Upstream	Downstream	Upstream
Line rate (kbit/s)	55000	9997	0	0
CRC errors	126	34	18	0
FEC errors	0	0	1	0
HEC errors	122	4294967290	32	0

Re: Fibre 2 ordered, appear to have Fibre 1

RobbieMac — Wed, 19 Jul 2023 14:47:56 GMT

Hi @SaltyW123

Thank you for your post and welcome back!

I am sorry for the problems you're having. I can see on your order details that you've ordered Fibre 2 and from what you've posted below that, it looks like you're on a Fibre 1 profile. We'll be able to pick this up and sort everything out.

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: Fibre 2 ordered, appear to have Fibre 1

SaltyW123 — Tue, 01 Aug 2023 09:24:10 GMT

Hi @RobbieMac

I've sent a few messages through PMs now, without a response back.

Could these be picked up please.

Thanks!

Re: Fibre 2 ordered, appear to have Fibre 1

RobbieMac — Tue, 01 Aug 2023 09:29:31 GMT

Hi @SaltyW123

Thanks for your post!

I was literally in the process of replying to your PM when you posted this. Check your inbox for a message on the progress of getting this all sorted 🙂

Thanks,

Robbie

Re: Fibre 2 ordered, appear to have Fibre 1

SaltyW123 — Tue, 01 Aug 2023 09:47:35 GMT

Hi @RobbieMac

Just replied back.

Thanks!

Re: Fibre 2 ordered, appear to have Fibre 1

SaltyW123 — Tue, 01 Aug 2023 15:55:35 GMT

Hi @RobbieMac

To recap:

From the 19th to 27th July, my FTTC modem was able to attain sync, albeit at the profile 55/10.

However during this period I was unable to get my third party modem to dial up a PPPoE connection, nor was the BT Smart Hub able to connect either with only an Orange light showing.

Since the 27th July, the connection appears to have been fixed, albeit with the line profile still set to 55/10, as it would be for someone on the lower cost Fibre 1 service.

I therefore believe the automatic compensation for delay in start of service should therefore apply from the 19th until such date as BT provide the Fibre 2 service as ordered.

Re: Fibre 2 ordered, appear to have Fibre 1

pyarwood55 — Thu, 03 Aug 2023 00:48:27 GMT

I would call customer support and see if they can get your service on the proper profile

Re: Fibre 2 ordered, appear to have Fibre 1

DavidM — Thu, 03 Aug 2023 07:30:13 GMT

Thanks for the advice @pyarwood55 .

@RobbieMac has picked this up and is helping @SaltyW123 .

Cheers

David

Re: Fibre 2 ordered, appear to have Fibre 1

SaltyW123 — Thu, 03 Aug 2023 15:33:58 GMT

@RobbieMac

Sent another message across.

Thanks!