This topic

Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 07:33:14 GMT

Upgraded from fibre essentials to fibre 2 two days ago but speeds to hub haven’t increased
fibre essentials package 37 mps

uograded to fibre 2 (49-50mps) but still getting 37 mps.

On BT app order complete and package details now say fibre 2( 49-50) minimum 44.

ive reset hub but no change, tech support not helpful. Hub stats say download speed 40mps and maximum is 59mps

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

Keith_Beddoe — Sat, 18 Jan 2025 07:53:02 GMT

@rothwelljohn7

Your line may not support a faster speed.

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL
Please include all notes at the bottom.

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 07:55:13 GMT

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)

59.6	43.1	10.8	7.2	35	Unavailable	Available
57.8	36.6	10.6	6.5	32.4	Unavailable	Available
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

1000

220

Available

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules.CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

Keith_Beddoe — Sat, 18 Jan 2025 08:09:02 GMT

Expected connection speed 43.1 to 59.6, so your hub speed is just slightly lower than this. It could take 10 days to increase, but you must not restart or disconnect the home hub, as that will be seen as a possible fault, and the connection speed would not increase.

What is the downstream noise margin showing, on the home hub stats?

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 08:12:22 GMT

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 08:15:50 GMT

I did reset the hub as advised by BT tech support but I won’t do this again

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

Keith_Beddoe — Sat, 18 Jan 2025 08:23:58 GMT

Downstream noise margin is high at the moment, but this will reduce, and the connection speed will increase, once DLM (Dynamic Line Management) decides that the line is stable, with a low error rate.

For an explanation see https://community.plus.net/t5/Library/FTTC-DLM-What-it-is-How-it-works/ba-p/1322799

Do not let the helpdesk do any resets.

Owing to your distance from the cabinet, the upgrade is unlikely to make much difference to the actual download speed.

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 08:25:18 GMT

Thank you for your support, that is reassuring

I will hold tight!

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

Keith_Beddoe — Sat, 18 Jan 2025 08:44:43 GMT

DLM normally causes a re-sync, not a restart, whenever the parameters change. You may not notice it, as I think it does it overnight. You can check it yourself after about a week.

Unfortunately its not a fast process, so it may take longer than 10 days. If you check the connection speed, it should eventually end up being within the range BT has specified.

Bear in mind that the download speed, measured on a direct Ethernet connection, will always be lower than the actual connection speed. BT only guarantee the connection speed.

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

TimCurtis — Sat, 18 Jan 2025 09:49:20 GMT

@rothwelljohn7

According to your hub stats it looks like you're still on the Fibre Essentials product. It's as though your regrading hasn't been applied.

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

licquorice — Sat, 18 Jan 2025 09:58:48 GMT

Indeed, that would be my guess.

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 10:02:57 GMT

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 10:03:20 GMT

yes it is strange, above is what my BT app says

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 10:18:27 GMT

Any advice as calling BT was hopeless yesterday?

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

iniltous — Sat, 18 Jan 2025 10:24:14 GMT

It’s a bit if a shame , this is the kind of issue the previous moderation team would have taken on board , got resolved and posted back , unfortunately the moderation policy seems to Have changed and it seems to be now the moderator will simply suggest contacting customer support, even though you have already done that , FWIW , it seems you are indeed still on the 40/10 Mb profile

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

imjolly — Sat, 18 Jan 2025 10:25:29 GMT

try using message now in billing and see if they can help or direct you to someone that can your upgrade has not been processed as others have said

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

rothwelljohn7 — Sat, 18 Jan 2025 16:01:50 GMT

Thank you for your advice, they have run remote tests and attempted to reconfigure router bit speeds still 36mps not 49-50mps

they are convinced the speeds should be possible and are included in new package

engineer visit to check external factors

Re: Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

gg30340 — Sat, 18 Jan 2025 16:35:27 GMT

It has nothing to do with your router or anything an Openreach engineer calling at your home can deal with. It is a Software Billing issue that needs BT need to amend in order to lift the speed cap on your previous broadband package.