This topic

Not getting minimum speeds - New installation

McLarenLad — Fri, 04 Aug 2023 00:01:56 GMT

So I've had my new full fibre FTTP 500 Mbps package installed today.

Disconnected the SH2 and connected my existing Deco X20 mesh system straight to the ONT. All working fine.

However, when the Deco runs a speed test (main unit wired to ONT), I'm getting max speeds of around 360.

I can't seem to run a speed test via the BT app/site as it seems I need to have the SH2 connected.

Is there another way to test the speed on the ONT, or is right to assume to wait a few days?

Re: Not getting minimum speeds - New installation

imjolly — Fri, 04 Aug 2023 06:58:08 GMT

see if this works https://speedtest.btwholesale.com/

or try fast.com

remember speeds are connection speeds not download speeds

Re: Not getting minimum speeds - New installation

McLarenLad — Fri, 04 Aug 2023 13:17:56 GMT

But if my contract states a minimum download speed, this is what I should be getting, right?

Re: Not getting minimum speeds - New installation

licquorice — Fri, 04 Aug 2023 13:20:37 GMT

No, BT's definition of download speed is sync/connection speed.

Re: Not getting minimum speeds - New installation

McLarenLad — Fri, 04 Aug 2023 13:25:25 GMT

And there's no way for me to monitor this without the SH2 connected?

Furthermore, I presume there is a caveat that BT only guarantee these speeds if you're using their own equipment?

Re: Not getting minimum speeds - New installation

licquorice — Fri, 04 Aug 2023 13:40:16 GMT

@McLarenLad wrote:

And there's no way for me to monitor this without the SH2 connected?

Not sure how BT determine connection speed on FTTP as the hub will always show 1Gb as that is the speed of the link from the ONT.

Furthermore, I presume there is a caveat that BT only guarantee these speeds if you're using their own equipment?

No, the connection speed should be agnostic to whatever kit is connected, whereas download speed could be affected.

Re: Not getting minimum speeds - New installation

McLarenLad — Sun, 13 Aug 2023 16:07:59 GMT

Still not getting the desired speeds using the Deco kit and not entirely happy with how it was sold to me. I was advised by both sales and Openreach engineers, that connecting the mesh network won't affect the download speed from the ONT. Tech support are a little unhelpful in telling me to just reconnect the SuperHub, when that doesn't really solve coverage issue.

I'm now in limbo, as BT promised to pay my cancellation fees with Virgin, but they've not come through yet, but will almost certainly take me over the 14 day cooling off period.

Re: Not getting minimum speeds - New installation

Keith_Beddoe — Sun, 13 Aug 2023 16:20:55 GMT

I'm now in limbo, as BT promised to pay my cancellation fees with Virgin, but they've not come through yet, but will almost certainly take me over the 14 day cooling off period.

@McLarenLad

Payment of cancellation fees are made by applying a discount to your monthly bills, over the period of your contract, its not paid as a lump sum. Therefore you would need to be outside of your cancellation period before you will see any benefit.

Payment of those fees are by invitation only, so I assume you received such an invitation?

Re: Not getting minimum speeds - New installation

iniltous — Sun, 13 Aug 2023 16:23:27 GMT

Invariably when someone posts a ‘I’m not getting the speed I pay for ‘ complaint, it’s the end user’s own equipment, or an unrealistic expectation of WiFi connected equipment.
If your individual profile had been set incorrectly at a lower speed than 500 , the speed you are observing ( 360Mb ) is in excess of the profile below 500Mb , so that eliminates that as an issue .
If you have a wired device ( something like a Gb capable laptop ) you could connect this directly to the ONT, setup a PPPoE session and run a speed test , chances are this will confirm the speed is OK to your ONT , anything after that is not guaranteed, especially with third party kit , WIFi speeds are not guaranteed.
If you chose not to use the SH2 that’s fine , but obviously any configuration issues on your own kit is your problem, not BT or Openreach , if the speed is OK to the ONT that’s all that your ISP and their supplier ( OR ) are responsible for.