This topic

Home Essential

ReachForThe — Sun, 20 Mar 2022 08:35:33 GMT

Ok, I shall try to give precise and detailed information.

I was on Fibre 2 for many years. Getting around 65 to 70mb and upload around 19mb. Paying around £28 after discounts.

I heard about Universal Credit claimant's being able to save money with discounted broadband.

These 3 packages are based on my home address

The speeds for £20 are based on what i normally get. So i ordered the "unlimited fibre plan"

The advisor told me my estimated speed would be between 51 and 57 with a guaranteed speed of 46

I told advisor that my router handled speeds around 65. I assumed the speed would increase over time. I placed the order.

I started performing speed tests everyday after order was complete and hit around 55. I had dropped from 65 to 55 on average since taking on this package. I went to my online account and saw this.

"Home Essential Fibre 2"

NOT "Unlimited Fibre Plan"

After speaking to many agents who continued to state that my contract showed that i was on HEF2 as advertised, when i asked advisor to show me the link to the package online which advertises HEF2, they told me to check my online account and it was there, i then said, if the general public wanted information on HEF2, where would they get it, i was then told, but you have a contract which shows you have the product.

So my issue, I have a router which has held 65 on average.

I am on a package which was NOT advertised by BT home essential with a speed NOT advertised and a stay fast guarantee which was NOT advertised according to my address.

Home Essential Unlimited Fibre Essential

Home Essential Unlimited Fibre Plan

"Home Essential Fibre 2"?

So i am paying £20 for lower speeds on a package which is NOT advertised when bt advertises a package (Unlimited Fibre Plan) which matches my previous fibre 2 speeds and it costs £20

I welcome your questions.

Re: Home Essential

imjolly — Sun, 20 Mar 2022 10:08:34 GMT

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

enter your phone number and post results remember to delete number - does not work if digital voice

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

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 10:15:42 GMT

This is a list of your BT Smart Hub settings and current statistics.

Product name:
BT Hub 6A

Data rate:
20.00 Mbps / 65.75 Mbps

Maximum data rate:
21319 / 65728

Noise margin:
6.9 dB / 4.1 dB

Line attenuation:
23.9 dB

Signal attenuation:
16.6 dB / 23.9 dB

VPI / VCI:
0/38

Modulation:
G_993_2_ANNEX_B

Latency type:
Fast Path

Data sent / received:
46 MB Uploaded / 1 GB Downloaded

Broadband username:
bthomehub@btbroadband.com

BT Wi-fi:
Active

2.4 GHz wireless network name:
BTHub6-TN8X

2.4 GHz wireless channel:
Smart (Channel 6)

5 GHz wireless network name:
BTHub6-TN8X

5 GHz wireless channel:
Smart (Channel 36)

Wireless security:
WPA2 (Recommended)

Wireless mode:
Mode 1

Firewall:
On

MAC address:
AC:3B:77:43:E5:EF

Software variant:
-

Boot loader:
9.2.0

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 10:18:47 GMT

Not sure why but...

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.

It's been our number for years.

Just checked my latest bill, it's on my bill.

Re: Home Essential

PaddyB — Sun, 20 Mar 2022 10:56:39 GMT

Hi @ReachForThe,

Thank you for posting. I'm sorry if there has been some confusion around your Home Essential package.

The Home Essential Fibre 2 is part of your "Unlimited Fibre Plan". The Home Essential Fibre 2 just refers to the Broadband part of your package.

Fibre 2 essentially means that your Broadband has a maximum speed of 80/20. Fibre 1 would be capped at 55/10.

Looking at your router stats you are achieving 65Mbps?

Thanks,

Paddy

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 10:59:51 GMT

Answers to your questions are in my original post.

Re: Home Essential

imjolly — Sun, 20 Mar 2022 11:08:05 GMT

if you have been moved to digital voice when you changed package then that is why the dslchecker does not work - said that in my original post

as mod posted you stats show a connection speed of 65mb just as you said you had before. not sure where your 55mb figure came from

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 11:10:32 GMT

OK, I chose £20 deal without calls. 55mb is the result of speed test carried on average since moving to this package.

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 11:30:39 GMT

Based on my address, BT offered two broadband packages.

£15 which gave a guaranteed speed of 32mb speed range 35 -36mb

£20 which gave a guaranteed speed of 54mb speed range 61 - 73mb

My package gives a guaranteed speed range of 46 with speed range of 51-57mb.

So, to simplify the situation, i am NOT receiving the speed and the range that is being advertised for my specific address.

My previous was with fibre 2 which allowed me to hit around 65-69mb on average.

This isn't about the specs of my router, this is about bt advertising a product, and giving me a product which is NOT advertised and quotes which do NOT exist. Those quotes above relating to £15 and £20 are done AFTER entering MY address.

If i enter a different address (family live there) which is further from the exchange, i get lower quotes which are what the address can handle. So, speeds are specific to my address.

Home Essential offers 2 packages. Unlimited Fibre Essential Plan and Unlimited Fibre Plan....

Fibre 2?. If you show me a page that advertises Fibre 2 on the Home Essential page, I'd be happy.

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 11:37:00 GMT

Official Fibre 2 product based on my address, amazingly what i used to get. Not connected to Home Essential package.

Re: Home Essential

garybs29 — Sun, 20 Mar 2022 11:42:22 GMT

@ReachForThewrote:
Data rate:
20.00 Mbps / 65.75 Mbps
Maximum data rate:
21319 / 65728

You're getting 65.75, the speeds in you email/order confirmation are just estimates, honestly I don't see any issues here

Re: Home Essential

PaddyB — Sun, 20 Mar 2022 11:43:18 GMT

Hi @ReachForThe,

Thank you for the additional posts. If you look at your router stats you are achieving 65.75 Mbps. Which is inside the estimate for your package.

Your throughput speeds (speed to the device) will be slower than this depending on what device you're using and if you're using a wired or wireless connection.

In terms of the BT Network up to your hub, your connection is achieving 65.75 Mbps.

Thanks,

Paddy

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 11:47:56 GMT

ok, for over 2 years, the BT app showed a speed of 65 mb to the router from the exchange, on average.

now it shows a speed of 56 on average from the exchange to the router.

For 2 years, my android speed test app gave me recordings of around 65

Since moving to this new package, my speed test gives readings around 55

Nothing has changed technically, same router, same devices.

Re: Home Essential

imjolly — Sun, 20 Mar 2022 12:08:13 GMT

as already posted you are getting a connection speed within the range expected. all speeds quoted by BT and in dslchecker are connection speeds to your hub/router not download speeds to your device

you are getting what you are paying for

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 12:31:23 GMT

The range expected was 61 to 73.

My previous package was 61 to 73

Re: Home Essential

imjolly — Sun, 20 Mar 2022 13:04:48 GMT

@ReachForThe wrote:

The range expected was 61 to 73.

My previous package was 61 to 73

and you connection speed is 65mb - within the expected range as you have posted

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 13:07:04 GMT

every speed test has averaged 55, for many years it averaged 65

Re: Home Essential

ReachForThe — Sun, 20 Mar 2022 13:08:48 GMT

my current plan is contracted at 51 - 57, and BT says this is the best they can offer me, despite being on fibre 2 for man years at 65 on avg speed.

The advertised plan was 61 to 73

Re: Home Essential

RobbieMac — Mon, 21 Mar 2022 09:23:29 GMT

@ReachForThe wrote:

This is a list of your BT Smart Hub settings and current statistics.

Data rate:
20.00 Mbps / 65.75 Mbps

Hi @ReachForThe

Thank you for posting back.

I am just popping by to provide some clarity here. The advice you've been given up to this point is correct. The speeds that are quoted are connection speeds. Throughput speeds will be lower depending on what device you're using and if the devices are using a wired or wireless connection.

I understand what you're saying that on your previous package the speeds quoted were 61-73Mbps. From your Hub stats yesterday which I have quoted above, your current downstream connection speed is 65.75Mbps. This speed is within the 61-73Mbps range.

As this is the answer to what you have posted, I will go ahead and mark my post as the solution.

All the best,

Robbie

Re: Home Essential

ReachForThe — Mon, 21 Mar 2022 09:31:53 GMT

Sorry, I do not accept your answer as the solution.

I consulted with bt and the data rate is the maximum rate which my router can handle, NOT the current speed of my package. My current contract, NOT the advertised product, shows my estimated speed at 51 to 57 and guaranteed speed of 45, my average speed test is 55.

So, no, i do not accept any replies as solutions.