This topic

Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Thu, 22 Sep 2022 13:11:47 GMT

I've been with BT for years.

I used to get about 67-70 Mbps for years also, with the exact same set-up.

For about a year now, I've been capped at 50 Mbps. On checking, I had somehow been moved to Fibre 1 from whatever it might have been called in the past.

In the past week I've renewed my contract with BT and have moved to Fibre 2. But the speed is still capped at 50 Mbps.

I'm on a live chat and I have asked the agent to remove the 50 Mbps speed cap and to explain what the difference is between Fibre 1 and Fibre 2. He posted two identical lists:

Fibre 1
This package gives you:
An estimated download speed of between 45-50 Mbps
An estimated upload speed of between 16-18 Mbps
This package includes:
Stay Fast Guarantee
Unlimited monthly broadband usage
UK and Ireland call centres - you will always speak to one of our team based in the UK & Ireland when you call us

Fibre 2
MonthlyThis package gives you:
An estimated download speed of between 45-50 Mbps
An estimated upload speed of between 16-18 Mbps
This package includes:
Stay Fast Guarantee
Unlimited monthly broadband usage
UK and Ireland call centres - you will always speak to one of our team based in the UK & Ireland when you call us

The difference is of line stabilty. Fibre 2 is much more stable that Fibre 1 but if you want the best stablity Fibre Halo 3+ is the best choice for you.

Now he's giving me a sales pitch for Fibre Halo 3+

All I'm asking for is to remove the cap and to give me the line speed I had had for years.

Just wondering if this is something I'm ever likely to achieve, or if it's flogging a dead horse.

Many thanks for any advice.

Re: Moved from Fibre 1 to Fibre 2... but no difference

imjolly — Thu, 22 Sep 2022 13:56:01 GMT

can you post hub stats go to hub manager then advanced settings then technical log information and post the page of connection stats please

have you check line for noise dial 17070 option 2 should be silent and best with corded phone - does not work if you have digital voice

Re: Moved from Fibre 1 to Fibre 2... but no difference

licquorice — Thu, 22 Sep 2022 15:19:50 GMT

The dsl checker result looks really weird, as if your upload is Fibre2 but download capped at fibre 1

As @imjolly says, your hub stats will make things clearer.

Re: Moved from Fibre 1 to Fibre 2... but no difference

Anonymous — Thu, 22 Sep 2022 15:31:39 GMT

I'm afraid that as is all too often, you have been dealing with an agent who is either incompetent or dishonest. There is absolutely no difference between Fibre 1 & Fibre 2 apart from the speed. A Fibre 1 package is capped at 10mb upload so the speed quoted is also incorrect. To state that Fibre 2 it's much more reliable is a simple lie.

Halo+ gives no more line stability either, it simply provides a 4G backup if the connection drops. That's if you have decent 4G coverage & are prepared to pay the significant premium.

If you post the stats that @imjolly requested that should show if you have a Fibre 1 profile.

For the record, I had exactly the same issue & a Moderator sorted it for me.

Edit: Just to add that it's possible that your line's download speed has decreased due to crosstalk with other customers who have joined the cabinet since your original speeds.

Re: Moved from Fibre 1 to Fibre 2... but no difference

licquorice — Thu, 22 Sep 2022 16:13:43 GMT

@Anonymous If you look at the max observed speed on the screenshot, 55M download and 20M upload looks very much like a misconfiguration.

Re: Moved from Fibre 1 to Fibre 2... but no difference

NeilO — Thu, 22 Sep 2022 16:30:10 GMT

@Bungaroosh Thanks for posting, I'm sorry to see you're experiencing problems with your broadband speed. It's possible you have been set up on the wrong profile, I'll send you a private message so you can send over your details to the moderation team and we'll be happy to get this looked into.

Thanks

Neil

Re: Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Thu, 22 Sep 2022 18:15:51 GMT

Many thanks for the responses. I've replied to Neil's private message.

But just to answer some of the queries:

The line has no noise -- about three or four years ago a very diligent Openreach engineer spent hours replacing the line all the way back to the cabinet (quite a distance away -200+ metres). He said he was amazed I had a functioning phone and internet given what he had found. Since then it's been very stable.

I have a rather ancient Openreach DSL modem(? -- a white box) and a BT Home Hub 3.0. They both work perfectly however, and I have no reason or desire to replace them and create yet more electronic junk. But ... while I can log in to it (I have somehow remembered the admin password), I cannot find how to to get meaningful hub stats from it as others have posted in their threads (data rate etc.)

[I have just read on another thread that: there are no stats of any type shown on the hub3 when used on infinity as they are held on the modem which is locked by Openreach]

I've a feeling that the discrepancy with the down/up speeds is this: some years ago I got fed up with paying through the nose for BT and was about to jump ship to Sky. A BT retention agent was able to fiddle with whatever goes on at the back-end to get a reasonable price, so I stayed with BT. When I was dealing with technical people prior to the Openreach engineer coming out to fix the noisy line, I seem to remember a tech agent on the phone commenting on something being a bit odd about the billing/tarif/package set-up.

But just to reiterate, all I'm after is the same thing that I've had with BT for about ten years at the same property with the same equipment. Fingers crossed! And to confirm that I'm now on Fibre 2 after being on Fibre 1 until last week (I don't know when I was originally put on to Fibre 1, but the download speed dropped from ~70 to 50 maybe about 4-6 months ago).

And thank you so much to the dedicated and knowledgeable volunteers and moderators who know far more than the official BT online chat "help" agents.

Re: Moved from Fibre 1 to Fibre 2... but no difference

-Richie- — Thu, 22 Sep 2022 19:08:07 GMT

@Anonymouswrote:
There is absolutely no difference between Fibre 1 & Fibre 2 apart from the speed.

Cloud storage and Netprotect licenses differ between the 2 packages, 200GB Vs 1000GB cloud and 2 licenese Vs 15 licenses.

Re: Moved from Fibre 1 to Fibre 2... but no difference

Anonymous — Thu, 22 Sep 2022 19:18:20 GMT

@-Richie-wrote:
Cloud storage and Netprotect licenses differ between the 2 packages, 200GB Vs 1000GB cloud and 2 licenese Vs 15 licenses.

Pedant points accepted, but I was clearly posting in terms of the agent's claims that Fibre 2 is more reliable.

Re: Moved from Fibre 1 to Fibre 2... but no difference

-Richie- — Thu, 22 Sep 2022 19:28:03 GMT

@Anonymouswrote:
Pedant points accepted, but I was clearly posting in terms of the agent's claims that Fibre 2 is more reliable.

Yeah I know man, I was just teasing and you are right about the reliability claim 🙂

Re: Moved from Fibre 1 to Fibre 2... but no difference

RobbieMac — Sun, 25 Sep 2022 10:13:39 GMT

Hi @Bungaroosh

Thank you for getting in touch.

I tried calling you back this morning and I am sorry I wasn't able to reach you. I have sent you a message privately and I'll follow up with you again as confirmed in the message 😊

Thanks,

Robbie

Re: Moved from Fibre 1 to Fibre 2... but no difference

RobbieMac — Wed, 28 Sep 2022 12:54:58 GMT

Hi @Bungaroosh

Thank you for taking the time to chat with me this afternoon.

I am really pleased I could help you get this sorted out. You were in a banded profile on the downstream (which is the reason your download was at 55Mbps but the upload was on the 20Mbps profile).

I have removed the banded now and gave you back the full 80/20 profile. Good to see your downstream speed is moving in the right direction 👆 😁

You may experience some drops (retrains) over the next little while which is normal. Everything will eventually settle at the fastest speed the line supports.

I'll go ahead and close this off from here too, as agreed.

All the best,

Robbie

Re: Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Wed, 28 Sep 2022 13:06:43 GMT

That's brilliant Robbie.

Thanks again so much for your help. I really appreciate the conscientiousness of you and your colleagues here, going far above and beyond the responses from BT online chat customer support ..!

Re: Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Fri, 26 May 2023 10:00:14 GMT

Not sure whether I need to open a new thread ... but I'm the original poster of this.

Things haven't really improved much ... and I've noticed slowness in websites loading the past week or two.

These are the latest stats (I'm still on Fibre 2):

The above speed test is what I get at any time of day, even off-peak quieter times, like now (11am).

Nothing has changed with the setup, and the phone line is very quiet with no crackling or anything.

Any pointers gratefully received!

Many thanks again.

Re: Moved from Fibre 1 to Fibre 2... but no difference

imjolly — Fri, 26 May 2023 10:07:39 GMT

as requested previously you need to post the stats from your SH2 - there is no SH3 - by going to hub manager then advanced settings then technical log information (not the actual logs) this will help people help you

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

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

Re: Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Fri, 26 May 2023 10:12:54 GMT

I have a Home Hub 3.0 Type B.

As stated on another thread (the link to which no longer works) "there are no stats of any type shown on the hub3 when used on infinity as they are held on the modem which is locked by Openreach".

Re: Moved from Fibre 1 to Fibre 2... but no difference

imjolly — Fri, 26 May 2023 10:25:10 GMT

your stats look like vdsl - fibre to street cab and copper form there to your home not FTTP - fibre to your home

are you for some reason using a modem and the HH3?

if just HH3 like expected then

From http://192.168.1.254

Settings ->
Advanced Settings >
Broadband >
Connection >
Click "Show Details" Button at the bottom

Re: Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Fri, 26 May 2023 11:13:34 GMT

This is the set-up:

On another, no-longer-accessible post, someone said that you can't get the detailed stats as:
"there are no stats of any type shown on the hub3 when used on infinity as they are held on the modem which is locked by Openreach".

Re: Moved from Fibre 1 to Fibre 2... but no difference

imjolly — Fri, 26 May 2023 11:29:45 GMT

the original dslchecker results showed down speed at 55mb whereas the recent results showed speed not at 60mb

it may be time to ditch the old openreach modem BT hh3 and get more up to date HH6 or maybe SH2 ( hh6 better for your vdsl)

Re: Moved from Fibre 1 to Fibre 2... but no difference

Bungaroosh — Fri, 26 May 2023 15:40:33 GMT

@RobbieMac helped with this previously.

Robbie, I wonder if you can tell what is going on? Is this really just down to an old (but functioning) modem and hub?

Many thanks.