This topic

Full fibre speed issues

Dorsetroyal — Sat, 27 Aug 2022 06:23:25 GMT

I have had BT broadband for over 20 years and never had any issues whatsoever, the speed was fine at 70mbps. I then changed to full fibre and have major regrets. Only 5 feet from the router the speed drops from 500mbps to 142mbps. The speed 4 metres away where my sky q box is situated is 3mbps. It means waiting over an hour for a single programme to download. An engineer has visited and said he has never seen this before and had no idea what was wrong. He said I need to wifi discs to boost the signal, these come free with Halo 3plus. However, I was then told by email from BT that the issue was corrected by the engineer and the case was closed. I then sponet 110 minutes on web chat with various people and was told I had halo3 not halo3 plus and that I would have to pay for the discs. I refuse to pay for them as I never had issues before with copper cable so why is it my fault?

I have written to the CEO Philip Jansen and was told someone would contact me within 48 hours , Its now 4 days later and still not heard anything.

been with BT for 46 years and I am now being totally ignored. Anyone else had issues?

Re: Full fibre speed issues

Keith_Beddoe — Sat, 27 Aug 2022 06:33:36 GMT

@Dorsetroyal

The speed is only guaranteed on devices directly connected using an Ethernet connection. Wi-Fi connected devices are not individually going to get the full speed. A faster Internet connection simply allows more devices to connect with the same speed, without slowing down the network.

Run a speed test using a fast PC directly connected to your home hub, and you should get the full speed.

Re: Full fibre speed issues

Dorsetroyal — Sat, 27 Aug 2022 07:23:39 GMT

I do know that, but to drop off from 50mbps to just 3mbps only a few feet away is just not acceptable, especially since I had no issues with the copper wire.

Re: Full fibre speed issues

Checked2013 — Sat, 27 Aug 2022 07:38:37 GMT

@Dorsetroyal Wi-Fi speed has nothing to do with either being on a copper connection or full fibre.

Have you changed to a different smarthub? Has that location changed? Has the Wi-Fi channel changed?

Besides all this, as you are complaining about devices so close to the smarthub, then simply connect them via ethernet cable and problem solved.

Re: Full fibre speed issues

Dorsetroyal — Sat, 27 Aug 2022 07:44:05 GMT

Bt changed the hub. and it is just not practical to run a cable to the sky q box. My point about the copper and the fibre was that when I had copper I had no issues and the fact that I changed to fibre has now impacted my speeds.

Re: Full fibre speed issues

Checked2013 — Sat, 27 Aug 2022 08:27:57 GMT

@Dorsetroyal As per previous replies, the Wi-Fi speed has nothing to do with you being changed to full fibre.

As you've now got a new smarthub it would be a good idea to see if it's setup to the best channel and don't forget as your neighbours get moved over to faster Internet the more changes will need to be made to make Wi-Fi better as there are limited channels available.

Your original complaint was that very close devices could not get a good WiFi speed, you should be able to run very short cables without any issues, otherwise please specify why not.

Re: Full fibre speed issues

Dorsetroyal — Sat, 27 Aug 2022 08:31:44 GMT

As you can guess I am not in anyway an expert. All I wanted from BT was a good download speed at my sky q box which is in another room( stud walls not brick) about 5 metres away. Its not possible to run a cable from the hub to the sky q as the wire would be too visible. The speed sitting right in front of the hub varies from 6.73 to 30, surely that cannot be right? The engineer had no idea what was wrong and did factory resets and I think he changed the band? Surely there is something wrong with the hub?

Re: Full fibre speed issues

Checked2013 — Sat, 27 Aug 2022 08:37:45 GMT

@Dorsetroyal Did you not have discussions with the engineer that installed it where the best place you wanted the smarthub? They could have installed it in the other room for you. When I had my full fibre installed the engineer asked me where I wanted everything and had no issues making sure it was in the same room as my wired network. You can of course get your own router with full fibre (Which I have done), it's one of the main advantages with full fibre and that way it would be better than having the smarthub.

Re: Full fibre speed issues

Dorsetroyal — Sat, 27 Aug 2022 08:44:34 GMT

yes he did ask where I wanted , I asked for it to be in the same place as the previous hub as my PC connects directly in to the hub.So how can I get good speeds at my sky q box in the other room?

Re: Full fibre speed issues

imjolly — Sat, 27 Aug 2022 08:49:27 GMT

the change to fibre from copper will make no difference to your wifi it is most likely the change in hub that is causing problems

can you change the channels to manual select by going to hub manager (192.168.1.254) into address bar then go advanced settings then wireless then change settings. try changing 2.4 channel to say 1 instead of smart and the 5ghz to say 48 and then save and exit. the channel change will not be a problem to your wifi devices.

SKYQ uses channel 36 and it is best for the hub to be set on a different channel hence try 48. you can try a wifi analyser on your mobile to find neighbour channels in use and select a different channel if above does not help

Re: Full fibre speed issues

Checked2013 — Sat, 27 Aug 2022 08:49:35 GMT

@Dorsetroyal You should of asked where would be best place to have it in order for my PC and TV device to get the best speed. Instead they followed your instructions, which wasn't the best place to have it.

You now have several choices, either to get a new router your self and install that yourself or get in an electrician who can install a wired cable to the other room, should easily be able to do it without it looking unsightly.

Re: Full fibre speed issues

iniltous — Sat, 27 Aug 2022 09:58:21 GMT

As already pointed out , changing from ADSL/VDSL ( FTTC ) to FTTP can’t really have anything do with your WiFi problem , if your new FTTP router is located in the same place as the previous router and nothing else has changed either , then suspicion must be with the router itself , either by being faulty , or being ‘setup’ poorly for the environment in which it’s being used , I would have pointed the finger at the new router being faulty , but apparently a different router has been tried.

Your issue illustrates the problem with WiFi , no ISP will guarantee speeds apart from at the hub even with wired devices it has to capable of using the speeds the hub is delivering ( some posts about poor wired speeds turn out to be the device not being Gb capable )

Re: Full fibre speed issues

brianwmay — Sat, 27 Aug 2022 13:07:01 GMT

If you see my posts about BT lying regarding my FTTP not reaching the Guaranteed Minimum download speed. I am incensed that after each engineer visit (2xQube, 1xOpenreach) the Track Faults webpage says I've contacted BT and told them the fault is fixed - utter fantasy.

Getting back to speeds, not one engineer has been able to get anywhere near the 700Mbit Guaranteed speed using their OWN equipment with everything in the house turned off or isolated.

The Qube engineer told me he had the same 900 deal as me and regularly saw well over 700 Mbit wifi speeds.

The fibre has been re-spliced, the modem and hub replaced. We are no further forward and another Openreach appointment is scheduled for 5 September.

Re: Full fibre speed issues

iniltous — Sat, 27 Aug 2022 13:24:36 GMT

The OP hasn’t stated that the speeds they pay for are not available, ( with a hard wired device ) just that the WiFi performance is not what they expect, given that there was no real WiFi problem with their previous FTTC service….it’s not the same issue as yours at all

Re: Full fibre speed issues

brianwmay — Sat, 27 Aug 2022 13:39:31 GMT

Being told it's fixed when it's clearly not IS the same issue.

I'm told the 'service' is semi-automatic, if that is the case then the software being used is not fit for purpose. Statements like 'You have told us the fault is fixed' when there has been no communication whatsoever is clearly a problem. It appears I'm not the only one.
Perhaps I wasn't clear, THAT was the bit I was responding to.

Re: Full fibre speed issues

imjolly — Sat, 27 Aug 2022 18:34:33 GMT

@Dorsetroyal

When you installed the new hub did you go round changing all the WiFi devices for the new hub SSID and password and. making sure they connected or did you simply change the new hub SSID and password to that of your previous hub and that way the devices would connect automatically without a problem?

Re: Full fibre speed issues

iniltous — Sun, 28 Aug 2022 07:23:00 GMT

The OP case is totally different , closing a fault report of ‘low speed’ when there isn’t a fault with speed at the router ( the point at which the speed guarantees ends ) seems totally reasonable, the OP’s WiFi performance is curious , but explicitly not covered by any speed guarantee as there are far too many environmental variables, given that the previous FTTC service apparently worked satisfactorily, ( obviously only up-to whatever speed the FTTC delivered , so absolutely less than 80Mb ) if the hub hadn’t already been changed this would have been the obvious suspect, and personally I would be requesting a third change out of the hub ( unlikely as it may be that the two previous hubs had the same issue ) but it seems to me the OP ‘complaint’ is who should be responsible for the costs of providing the WiFi extending equipment and nothing to do with faults being inappropriately closed as ‘fixed’…as far as why the WiFi is so much worse now that previously, it’s a puzzle, perhaps some external ‘interference’ has coincidentally appeared at the same time …possibly a neighbour also changing a router and their ‘ new’ service causing interference