This topic

Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Tue, 23 Jan 2024 22:41:03 GMT

Hey all,

Wondering if I could get some assistance, believe it or not this feels like de ja vu, had issues at my old property and it took 6 weeks for BT/Openreach to get a stable connection of 60-70Mbps, really don't want history to repeat itself.

We've recently moved and already the experience has been awful, activation date came and went no Broadband connection (Purple flashing Hub Lights), we had to wait 4 days for an internal engineer to come out, he confirmed socket and hub were fine and state that Openreach had not connected us to the exchange.

Spoke to BT CS and even though they confirmed numerous times before the order had been completed and closed, to then have them tell me and confirm Openreach had in fact not completed the connection but still closed the order...

Was told to wait another 4 days for earliest Openreach engineer.
Today that engineer arrived, got BB up and running (I was at work, wife was home)
He'd left by time I got home otherwise I'd have tested before he left.

Got home tested, and we were getting 8Mbps down, 17Mpbs up
Left it a while, tested again, we were getting 32Mbps 16Mbps Up
Just testing again we're getting 4Mbps down 7Mbps up

Whilst I appreciate there's a "levelling out" period, I've never known it to fluctuate this much, we're on Fibre 2, minimum guaranteed speed for 55Mbps, this is far short of even the highest test I've completed.

Wondering if one of you helpful chaps that helped me before, could get in contact again @Matt-S ?

Will drop router details below

Product code:Hub

Serial number:+091298+1929005478

Firmware version:v0.41.01.10137-BT

Firmware updated:Fri Dec 15 09:06:02 2023

Board version:R01

GUI version:1.79 12_06_2022

DSL uptime:0 days,05 Hours10 Mins57 Secs

Data rate:17.528 Mbps / 43.018 Mbps

Maximum data rate:17.576 Mbps / 51.757 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:6.0 / 6.2

Line attenuation:8.5 / 9.3

Signal attenuation:8.2 / 10.3

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:1.0 GB Uploaded / 28.0 GB Downloaded

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

c64z86 — Tue, 23 Jan 2024 22:57:30 GMT

Hi Paddyb,

Just asking, is your device connected to the hub via Ethernet or wifi?

Also how old is it?

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Tue, 23 Jan 2024 22:59:00 GMT

Both mine and my son's PC are connected via Ethernet.
Our PC's are new , if you mean the hub? we've got a Hub2 which is about 5 years old..

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

Anonymous — Tue, 23 Jan 2024 23:00:47 GMT

First things to try would be the test socket in the master socket to rule out any internal issues & a quiet line test, if you have an analogue phone service.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

imjolly — Wed, 24 Jan 2024 08:37:13 GMT

can you enter phone number (not if DV) or address and post results to show what is expected of your connection

https://www.broadbandchecker.btwholesale.com/#/ADSL

you can only get as fast as line can handle and at present stats show just 51mb

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

iniltous — Wed, 24 Jan 2024 10:31:23 GMT

Your current max obtainable of 51Mb is at odds with what you state to be the minimum speed guarantee of 55Mb , your uptime ( on the stats you posted ) is only 5 hours .
What are your router stats now ? ,

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Wed, 24 Jan 2024 18:11:57 GMT

Hi all thanks for the replies,
Done a test after coming home from work tonight, will do a few more before end of tonight but it's gone up somewhat, still not the minimum of 55mbps.

Using Digital Phone at back of hub, don't get a dial tone when using phone plugged directly into Master Socket

@imjolly Get this when I put the phone number in
There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line

Product code:Hub

Serial number:+091298+1929005478
Firmware version:v0.41.01.10137-BT
Firmware updated:Fri Dec 15 09:06:02 2023
Board version:R01
GUI version:1.79 12_06_2022
DSL uptime:0 days,15 Hours53 Mins34 Secs
Data rate:17.2 Mbps / 46.604 Mbps
Maximum data rate:17.218 Mbps / 48.597 Mbps
Full Fibre (FTTP) Mode:Off
Noise margin:6.0 / 6.3
Line attenuation:8.5 / 9.4
Signal attenuation:8.2 / 10.3
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:548.9 MB Uploaded / 16.5 GB Downloaded

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

iniltous — Wed, 24 Jan 2024 18:47:01 GMT

If you are not getting a dialtone at the master socket test port and you are not on DV , suggests you have a line fault , broadband will work albeit at a reduced rate over 1 leg of the copper pair connected , but ‘regular’ telephony requires both legs of the pair,

it’s odd that the phone number isn’t recognised as that can indicate DV , but you state no dialtone at the SH2 phone port either ….are you plugged into the same socket that the ‘engineers’ tested your service at ?, and post the checker return using your address to see what your predicted speed is

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

pippincp — Wed, 24 Jan 2024 18:49:02 GMT

@iniltousas the OP has DV there will be no dialtone at the master socket. Does not mean you are wrong re a possible leg down though no way to check.

@paddyb80As @imjolly said to you, if on DV use the address checker to get the info.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Wed, 24 Jan 2024 19:06:23 GMT

So 80 mbps theoretically achievable?
Also noticed WBC FTTP under featured products, was lead to believe I couldn't get Full Fibre to this property... or am I reading it wrong? Though, I'd settle a slight improvement on the 40mbps we're currently getting first...

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

imjolly — Wed, 24 Jan 2024 19:28:26 GMT

The dslchecker shows FTTP is available at your address - please delete your address for your security as this is a public forum

Your hub has reset since yesterday stats was that a manual reset or a drop in connection?

The cost ofFTTP package should be same as existing package but with better more consistent speed

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Thu, 25 Jan 2024 19:29:56 GMT

OK thanks @imjolly

Ran a few more tests when getting home from work, getting 40mbps pretty much solid now but still a ways from the min 55mbps and from the DSL checker stats.

Going to speak to BT CS, when this order closes (not sure why it's still open) to upgrade to Full Fibre, as currently we're still only getting 40Mbps. I'd rather they just switch it over completely.

Can't tell you why the hub reset, assume a drop or a restart of sorts, certainly wasn't manual.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

Colin_London — Fri, 26 Jan 2024 17:46:34 GMT

You are reading it wrong - you CAN get full fibre at your property according to that.

FTTC will cure any problems with an old copper cable and is totally stable - you always get what you pay for. For peace of mind and future proofing I would suggest you look to getting it installed in place of Fibre 2.

You may be able to get this most simply through an upgrade process rather than cancelling your Fibre 2. However FTTP is often cheaper than FTTC deals and they may not let you easily (normally they are happy to upgrade you when you are going to pay more, and make it hard if you are to pay less). So you may need to phone.

Who 'led you to believe' that you couldn't get FTTP?

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Tue, 30 Jan 2024 20:06:32 GMT

OK so bare with me, apologies been working away for a few days.

The full Fibre availability was something that was an error our end (user input error blame the wife), so I'll concede we can't get that. Not a problem

What I do have a problem with is that in my current property, we're only yielding a speed of 43mbps, so we called up to raise a fault, and they confirmed checks showed a fault and booked an engineer to come visit us this morning.

Engineer stated nothing he could do, Master Socket, hub etc all working within range, in his words he stated that either the "line is capped at 43mbps, due to what was order at the time of moving home or there's an outside fault"

When we moved we created the home order to the new property, entered in the details of the new property and it confirmed 61-73mb Fibre 2 as per pic below, at no point was there any indication the line speed would downgrade by moving, otherwise I'd have bought this with BT at that time.

After the engineer visit earlier today, and after extensive chats with BT CS , they confirmed that 43mbps is the best the line can support and in no way can they upgrade it, even though the DSL checker, Postcode checker and Other 3rd parties state the line should and could offer higher.

But what's even bigger of a kick in the nuts is that they're stating they'll downgrade me to Fibre 1 to me the line cap but will not introduce a reduction in monthly cost? How does that work?

I cannot get out of contact as it'll apparently cost me £700 but yet I'm held to ransom on a lower package but at the same cost, how is that fair to the consumer

I wanted to touch base with you guys again before, is this allowed and what was being referred to in terms of line cappage, is it merely a case of Openreach putting me onto a line with a 80mbs cap? As I've proposed this already to BT CS and they seem unaware of this being an option or they refuse to send another Openreach Engineer out to check as technically the appointment can't be raised unless there's a fault and the system won't flag a fault now as the last engineer confirmed no "indoor issues"....

any help or advice would be greatly appreciated before I approach Ombudsman?

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

iniltous — Tue, 30 Jan 2024 21:25:04 GMT

When you signed up you were given a minimum speed guarantee, and a speed range , if you don’t get the minimum speed guaranteed , you report it , if the speed cannot be achieved you can leave penalty free

…the statement "line is capped at 43mbps, due to what was order at the time of moving home or there's an outside fault", well in either case the ‘engineer’ gets the cap removed or fixes the fault , this suggests the engineer visit was not from Openreach , but a tech that only checks the internal set up , they should pass the fault to Openreach if the fault is outside the property.

Post your router stats again, dig out the order confirmation that provthe speed range and minimum speed guarantee.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

Colin_London — Tue, 30 Jan 2024 23:01:22 GMT

After the engineer visit earlier today, and after extensive chats with BT CS , they confirmed that 43mbps is the best the line can support and in no way can they upgrade it, even though the DSL checker, Postcode checker and Other 3rd parties state the line should and could offer higher.

But what's even bigger of a kick in the nuts is that they're stating they'll downgrade me to Fibre 1 to me the line cap but will not introduce a reduction in monthly cost? How does that work?

I cannot get out of contact as it'll apparently cost me £700 but yet I'm held to ransom on a lower package but at the same cost, how is that fair to the consumer

I wanted to touch base with you guys again before, is this allowed and what was being referred to in terms of linecappage, is it merely a case of Openreach putting me onto a line with a 80mbs cap?

If you are on Fibre 2 package because your prediction was for 61-73 but your line can only actually support 43Mbps it sounds like your line is degraded / has a fault. What is on the predictor is only a prediction, and it looks like you are unlucky with your copper.

As has been mentioned the Stay Fast Guarantee is there for a reason, and from your screenshot it looks like yours is 56Mbps. If you cannot pursuade BT to investigate your line further then this guarantee is what you should invoke if you are not satisfied.

Bad news is that moving ISP won't help as they all use the same technology and the same piece of copper cable. Ultimately you need FTTP to improve your situation.

Copper cable is now life expired in many places and there is little incentive to fix problems like this with FTTP on the way.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

paddyb80 — Wed, 31 Jan 2024 09:57:07 GMT

Thanks for the replies, I will contact them again.

In regard to the line speeds evidence, unfortunately I cannot seem to find them stipulated anywhere now although I have managed to get the order back up and it states Fibre 2. Can't access personal hotmail emails at work so will have a drudge through them later incase it was specified in an email but 100% remember it stating them during the home move order or I would have queried it prior to finalising the order itself.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

Anonymous — Wed, 31 Jan 2024 10:26:14 GMT

It's been many years since I last spoke to them but ask to be put through to the "Connections" team. I always found them both knowledgable & helpful. Hopefully they still exist despite the apparently endless reshuffles & name changes.

Re: Fibre 2 (55 Mbps Min Guaranteed) - getting 4Mbps

iniltous — Wed, 31 Jan 2024 11:34:14 GMT

Just to be clear, your new address doesn’t retain the speed prediction and guarantee from the old address , the new address gets its own prediction and guarantee, that may be worse , similar or better than the old address ….the speed achievable is directly related to the distance from the cabinet that serves that property, the old address information becomes irrelevant once you move.

If the router stats show a large gap between the max attainable speed and the connection speed , it probably indicates a problem , that may be inside the property or outside , if the two figures are pretty close it could be that the speed you get , is as good as it can be.