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full fibre 500 very poor

Baz76 — Thu, 12 Sep 2024 08:38:02 GMT

Just recently upgraded my broadband from fibre 2 to full fibre 500, the speed test is showing only 0.63mbps. My internet is literally useless now 😫 I know it takes a few days to settle and optimise but this is ridiculous. I cant even facetime properly let alone stream movies or play xbox cloud gaming (which is why I upgraded in the first place) 🙄

Re: full fibre 500 very poor

jac_95 — Thu, 12 Sep 2024 08:56:30 GMT

How are you performing the speed test? Over WiFi or with a wired ethernet connection?

Re: full fibre 500 very poor

iniltous — Thu, 12 Sep 2024 08:56:41 GMT

FTTP doesn’t take a few days to settle and optimise .
Was your F2 (80Mb ) broadband delivered by FTTC or were you already on FTTP , and the upgrade to 500Mb from 80Mb didn’t need an engineer visit ? .
If you are using the same FTTP kit that your 80Mb service was using , then obviously something has gone wrong and you need to report it , if you were on 80Mb on FTTC and were provided with a new FTTP ( full fibre ) ‘line’ , the tech should have demonstrated the new FTTP working .
I suspect you were already on FTTP , there is a very similar post ( a FTTP upgrade in speed ) that has left the customer with no service, your issue seems very similar ( unless for some reason you have posted the same problem twice )

Re: full fibre 500 very poor

Baz76 — Thu, 12 Sep 2024 09:54:29 GMT

No this isn't a double post.

Fibre 2 was direct from the phoneline to the hub, with the upgrade the engineer came and drilled into the flat and installed a powered box on the wall which the hub was plugged into.

No demonstration, was just told the work was complete and it would take a few days to settle and optimise (which I guess was nonsense)

Re: full fibre 500 very poor

iniltous — Thu, 12 Sep 2024 12:18:18 GMT

Was the tech Openreach or a contractor ? .

Unfortunately, you will need to report the issue to BT , it may well be that although the tech should have connected your kit and demonstrated it working and incorrectly stated that things ‘settle down ‘ , the problem may well be something they couldn’t directly resolve anyway ( if it’s a provisioning issue , basically your BT account not configured correctly ) .

If the PON light on the ONT ( the new powered box the installer fitted ) is steady green and remains that way , chances are the Openreach network is fine and it’s the ISP that needs to resolve the issue , but the technicians line about a few days to settle and optimise is nonsense, obviously to know for sure your ‘tests’ should be using a wired device and not wireless , you can run a BT test that measures speed to the hub .

Re: full fibre 500 very poor

TimCurtis — Thu, 12 Sep 2024 12:19:51 GMT

@Baz76

Are you using the SmartHub 2 and is the ethernet cable to the ONT plugged into port 4 of the SH2 and is that enabled within the SH2 as the FTTP port?

Re: full fibre 500 very poor

Baz76 — Thu, 12 Sep 2024 12:22:26 GMT

Yeah was a contractor,

Ok will check the PON light on the ONT later when back home and take it from there.

Thanks 👍

Re: full fibre 500 very poor

Baz76 — Thu, 12 Sep 2024 12:24:14 GMT

Yes using the smart hub 2, the ethernet cable is plugged into the WAN port

Re: full fibre 500 very poor

TimCurtis — Fri, 13 Sep 2024 11:02:44 GMT

@Baz76

Can I ask what the issue actually was?

Re: full fibre 500 very poor

Baz76 — Fri, 13 Sep 2024 11:30:16 GMT

I have no idea, I turned off and unplugged everything (even deleted the BT app from my phone and reinstalled it) waited a while and rebooted. The WiFi is much better in the room with the hub, less so everywhere else. Will probably hard wire to the room where I want to play Xbox cloud gaming and watch 4K streaming anyway. But for now it seems like a major improvement

Re: full fibre 500 very poor

sues1958 — Sat, 14 Sep 2024 19:17:39 GMT

I upgraded from 100 to the full fibre 500 back in May. Had an engineer install new line and BT Smart hub 2. Since then I've had no end of problems with speed dropping from avg 450mbps to 50mbps both using wi fi and ethernet. A router reboot seems to solve issue but then within hours it drops again. I shouldn't have to keep rebooting router. Same again today so spent an hour speaking to bt tech guide. She rebooted router so speed wrnt back up again. Said there was WiFi congestion so she did factory reset on router and congestion cleared. Regarding ethernet, as I have an ethernet port extender in port 1 of the router she said the system doesn't like extenders so I should unplug it!! Don't believe this. She is sending me a new router smart 3 to try

Re: full fibre 500 very poor

PeteL71 — Mon, 16 Sep 2024 15:48:08 GMT

We're having similar issues with our full fibre 900. Since early to mid August our speed has been erratic to say the least - 900 mbps one minute (on a wired connection), then below 1 mbps the next. Openreach have been our five times so far, sixth visit tomorrow, and insist that there is no fault, but we're on dial-up level speeds here most of the time. ONT has been replaced, cable at the grey box has been re-spliced, Smart Hub 2 has been replaced, and it's no change. BT have looked at our speed when we've been on the phone reporting the issue and they've seen that the speed going to our hub is up and down and they've said it shouldn't be doing that, so clearly something is wrong but we're getting absolutely nowhere with trying to get it fixed.

Everything is set up as it should be. Speed is equally erratic when testing it on two wired laptops, a wired desktop, two mobile phones, and a smart TV (iplayer buffering so much it's unusable, but again was fine before August). Nothing has changed in the house. Weirdly, there is one other house on my street that also has fibre (via Vodafone) and theirs started doing the same thing as ours at the same time as it happened to us, and new routers and various Openreach engineers haven't fixed it for them either. Feels like we're running round in circles and getting nowhere.

Re: full fibre 500 very poor

sues1958 — Mon, 16 Sep 2024 17:06:44 GMT

I've now seen a number of people having the same issue with BT. I'm monitoring mine for a few days, see how it is after I get a new router then if no better I will ge back onto BT.