This topic

Fibre 1 downgraded?

hifromrich — Thu, 03 Aug 2023 09:31:49 GMT

Hi all,

We have been getting a steady 35-40Mbps speed for the last five years or so on the 'Fibre 1' contract. I notice recently the speeds have been slowing down. Having done speed tests we are now getting about 20-25Mbps during the day, dropping to less than 10Mbps in the evening. BT speed checker shows your 'hub speeds are as expected'.

Looking at the router profile we are now on 9.99/27.40. When I log into our 'my products' section of the bt page it shows our Normal available speeds as between 46-50Mbps and Minimum guaranteed as being 39mbps.

I had a look on the Upgrade offers page and that now shows all of the upgrade packages as having a 25Mbps max speed.

Does anyone know why our speed could have been downgraded?

Richard.

__________________________________________________

Router stats:

Exchange stats:

Re: Fibre 1 downgraded?

iniltous — Thu, 03 Aug 2023 10:25:50 GMT

Depends what you mean by downgraded, BT don’t ‘decide’ to arbitrarily downgrade speeds , but the VDSL ‘system’ can reduce speed to aid stability, where something is affecting the usual performance, so an automated reduction may have taken place ,

Your router uptime is only 10 hours , power going on and off can be interpreted as instability so DLM ( dynamic line management ) can step in , any problems with the power supply ?, other things like a line fault ( which can also cause a noise problem on non DV telephony ) can cause speeds via DLM to reduce….try connecting the router in the master socket test port , if you have wired extension sockets to eliminate the wiring and sockets, and if you have non DV telephony dial 17070 and take the quiet line test , if it’s not silent ( this is best done with a corded phone if you have one ) , report the line noisy … my guess is your line has some issues that’s reducing your speed, and need’s reporting to your provider, and as it’s below your minimum speed guarantee it should be investigated, but do the simple checks first , it could be something that BT or Openreach are not responsible for , if ( for example ) you had an old Sky TV box connected to the phone line and it’s introducing a problem that’s affecting your line

Re: Fibre 1 downgraded?

hifromrich — Thu, 03 Aug 2023 20:35:24 GMT

Hi,

The router was automatically reset during the BT line test I followed on the app, previously it was on for over two weeks uninterrupted.

The router is plugged into the master socket and all of the other phone sockets had been disconnected when we last had the master socket faceplate changed, perhaps two or three years ago.

I can't understand why they are only showing us offers for a max 25Mbps speed when doing a check as new customer it advises 41-50Mb. It's as if there's some restriction based on the slower profile we are on?

Re: Fibre 1 downgraded?

licquorice — Thu, 03 Aug 2023 20:54:04 GMT

Ignore any offers quoting speeds, that is just based on erroneous information due to the fault condition on your line.

Re: Fibre 1 downgraded?

imjolly — Thu, 03 Aug 2023 21:00:10 GMT

The quotes are based on your existing connection speed. Interesting your up speed on 21/7/2023 shown on dslchecker was 11.39mb suggesting still on fibre 2 at that time

Have you tried quiet line test as suggested provided you do not have digital voice

Re: Fibre 1 downgraded?

iniltous — Thu, 03 Aug 2023 21:01:54 GMT

If your line is faulty and the speed affected by this , your observed speed ( shown on the checker ) because it’s real data ( not some mathematical equation the post code checker uses ) any new contract speed estimate will be based on this real data , so if the line fault is reducing your real line speed data below the F1 threshold, you won’t be offered a new deal based on F2 speeds , because the real data suggests your line isn’t capable of achieving it ….get the line fixed , the speed improvement will be observed, and reflected in any new deal speed predictions, don’t get it fixed and the estimates will stay based on your faulty line .

Re: Fibre 1 downgraded?

hifromrich — Thu, 03 Aug 2023 21:14:27 GMT

Interesting, that makes sense really with the offers.

Yes I did the quiet line test with a corded phone and can't hear any noise or artifacts on it at all.

I went through all the speed checker on my bt app and it and came back with 26Mb download Green "Your hub speeds are as expected". Which if it's profiled as 27mb anyway then I suppose it doesn't see that there is anything wrong.

I suppose I should be looking at a line fault now?

Re: Fibre 1 downgraded?

imjolly — Thu, 03 Aug 2023 21:44:31 GMT

Have you tried removing the faceolate and connecting the hub direct to the test socket and then see if that improves your connection stats. You may need to use an old filter to connect to test socket

Re: Fibre 1 downgraded?

hifromrich — Fri, 04 Aug 2023 08:50:44 GMT

Tried the test socket, the figures are almost identical apart from just over 1db less noise on the Line attenuation.

Re: Fibre 1 downgraded?

imjolly — Fri, 04 Aug 2023 09:25:48 GMT

the connection speed may be same but was there any improvement in attainable speed?

Re: Fibre 1 downgraded?

hifromrich — Fri, 04 Aug 2023 09:41:45 GMT

Made no change to the speed unfortunately.

Re: Fibre 1 downgraded?

hifromrich — Sat, 02 Sep 2023 00:00:40 GMT

Still no progress on this at all.

When contacting customer services they told me that there was a fault with the exchange and it would be fixed within a week. I would then get 'auto compensation' when it was fixed.

I told them that on the service checker it showed no phone or broadband issues for my landline, but they were insistent it would be fixed.

A week has passed by and on the fault tracker my issue has now gone to Fixed. Heading the page is a banner stating 'Thanks for letting us know the fault has now been fixed' to which I haven't at all!

There is no change to my broadband speed at all.

It's almost as if they know there's something wrong but don't want to do anything about it. Very frustrating!

Re: Fibre 1 downgraded?

DavidM — Sat, 02 Sep 2023 07:51:25 GMT

Hi @hifromrich and thanks for postong.

Sorry you're having problems with the connection speeds. I'd like to take a look at this for you so if that suits check your inbox for my message and drop me a reply with the details.

Cheers

David

Re: Fibre 1 downgraded?

iniltous — Sat, 02 Sep 2023 07:58:29 GMT

Is there anything connected to your ‘line’ before the master socket , is it possible you have an extension ( even if there is nothing connected in it ) wired from somewhere other than the removable panel of the NTE5 like an external block on the house wall with one cable to the master socket and one to , for example, an upstairs socket ?, if there is something like that then using the test port doesn’t achieve anything .

Assuming you don’t have anything like that , so either only the master socket , or if you have extensions they are correctly wired to the master socket consumer panel , remove the panel ,plug your router into the test port and post the router stats while connected in the test port.

Although you said you have done this , and observed no change , you didn’t post the results, if there is no change ( which is quite likely if there is nothing wrong with your internal setup ) then either your line is fine and the current speed is as good as it can be , or there is an issue externally affecting your line’s performance

Re: Fibre 1 downgraded?

DavidM — Sat, 02 Sep 2023 08:04:03 GMT

Great questions from @iniltous there @hifromrich . Can you give us the answers?

Cheers

David

Re: Fibre 1 downgraded?

hifromrich — Sat, 02 Sep 2023 19:22:03 GMT

Hi,

We had all of our extra sockets disconnected when the 5c master socket was put in several years ago. We just use the master that comes in from the outside.

Regarding the test socket. Figures from the front of the master, and then plugging into the test socket. Not much difference was observed.

Noise Margin - Before 6.5dB/7dB, Test 6.7dB/6.8dB
Line attenuation - Before 39.2, Test 38.9dB
Signal attenuation - Before 27.7dB/39.8dB, Test 28.7 dB / 39.8 dB

Rich

Re: Fibre 1 downgraded?

DavidM — Sun, 03 Sep 2023 09:11:23 GMT

Thanks for the update @hifromrich

Cheers

David