This topic

Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Fri, 02 Dec 2022 23:29:38 GMT

For the last year or so, we've been happily buzzing along on the Full Fibre 500, having had the option of FTTP added to our street a short while earlier. The WiFi coverage with the help of two discs has been excellent throughout the house and in my favourite corner seat on the sofa, I've always been able to achieve 200-250mbps via the WiFi connection on my laptop (which I was very happy with!)
A month ago, I received an offer to upgrade from Full Fibre 500 to Full Fibre 900, including Halo 3+ for an additional £1 per month - which seemed a no-brainer for me. I was already paying for the Hybrid Connect separately, so the upgrade would actually save me money. So I went ahead. And spent the money I was saving by signing up for BT TV as well (!) - the only other change in my current set up.

Since then, I've had nothing but problems.

The WiFi signal, despite no change to the position of the Hub and the discs, has deteriorated considerably. The signal now is poor throughout the house, even when stood directly next to the router. Initially, restarting the Hub via the trouble shooter would improve the signal but only temporarily.
Then the speeds started to drop - possibly (probably) linked to the poor WiFi. From my favourite corner sofa seat, I was now only getting 100mbps max, often less than that. Wired into the router, it maxed out at 175mbps.

I spoke to a member of the BT tech team who couldn't get any readings from my Hub at his end, so sent out an engineer. He could find no issues with the connection and confirmed speeds to the Hub were within the guaranteed limits. He separated out the 2.4 and 5GHz bands to stop interference, said that should sort the issue out, and left.
24hrs later, not only was the poor WiFi signal and slow speeds ongoing but we were now experiencing drop outs also. I contacted the BT tech team again, who advised that it was likely a Hub issue and sent out a replacement Hub, plus an additional disc, with the understanding that this would resolve the WiFi, speed and connectivity issues. They asked me to give it 7 days to settle and report back if things haven't improved.

We're now of day 6 and nothing has improved. In fact the speeds and drop outs have got worse. It's now at the point where upload speeds are frequently outpacing the download speeds and I'm not sure where we go from here.

Has anyone else experienced this or have any ideas on other things I could try / other solutions?
Many thanks.

Re: Issues After Upgrading to Full Fibre 900

spile — Sat, 03 Dec 2022 07:22:00 GMT

Given you we’re already on FTTP why not go back to your previous hardware that was working as expected?

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sat, 03 Dec 2022 07:49:28 GMT

Thanks for the reply and suggestion.

The hardware that I was originally using (Hub and discs) weren't working as expected though. It was while using the original hardware set up that the issues started occurring and specifically after upgrading to the FF900.

I could swap back to the original Hub and 2 discs instead of 3 but as the WiFi coverage, speeds and drop outs had started when using them, I don't hold out much hope. Anything is worth a try at this point though! I'm currently scraping 20mbps as I type (over WiFi, connected to the Hub).

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sat, 03 Dec 2022 08:55:04 GMT

Something obviously not right & I'm a little confused by your statement about splitting the WiFi channels. FTTP is usually supplied with a Smart Hub 2 upon which that is impossible. Whole Home WiFi discs also only work with the SH2. So can you confirm which Hb you had originally & now? Pics here.

The ONT where the fibre enters the property should have four LEDs, all of which should be green bar LOS. The LAN connection may blink as it talks to the Hub but the other to should be solid.

Things to try, one at a time:

Check that the fibre & ethernet connections are secure.
Power cycle the ONT for a few minutes.
Try another ethernet cable between ONT & Hub.
Factory reset the Hub with a paper clip. If on DV backup contacts first.

If still no joy, post the router stats from the Hub.

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sat, 03 Dec 2022 10:03:31 GMT

Oh! Now that is interesting...

Yes, I can confirm that it is the Smart Hub 2 that we had originally and the same model again that it was replaced by.

Not being an IT whizz, I wasn't aware that the two channels couldn't be separated out on this model Hub. I'd heard of that option before - in the days before FTTP it was something that my IT brained hubby tinkered with regularly on the Netgear router we used (running off the mobile network - that was the only way to get speeds over 3mbps!!).

The engineer assured me that this often solved the issue, as did turning off the 5GHz band completely (something I wasn't keen to do). Not 100% sure what he did then, if this isn't an option on the SH2...

I've just checked the lights on the ONT and they're all as they should be all green except the LOS, which is off/not lit. Connections to the Hub and the ONT are secure - there is just the one connection, running from the WAN port on the Hub to the yellow port (unnamed) on the ONT.

I've just tried power cycling the ONT which has helped somewhat - the download speeds (over WiFi) now match the upload speeds at around 100mbps - using the same laptop, in the same sofa spot as previously mentioned.

Off to rummage for a replacement ethernet cable now, as the new Hub didn't come with any, and I'll report back shortly...

Thanks for all your help!

Re: Issues After Upgrading to Full Fibre 900

stevebrass — Sat, 03 Dec 2022 10:17:07 GMT

You can switch the 5GHz wifi off on the SH 2. Try that as well.

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sat, 03 Dec 2022 10:58:37 GMT

Make sure that any ethernet cables used are at least Cat5e with all 8 pins wired, as this is what is required for Gb speeds. An older Cat5 cable will only support up to 100Mb. Should be labelled on the cable sleeve.

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sat, 03 Dec 2022 11:12:32 GMT

@Anonymous thanks for that tip.
I've found the yellow ended ethernet cable that came with the original SH2, which is Cat 5E labelled - the same as the red ended cable I removed. Full label reads: VFC CAT.5E UTP PATCH CABLE 26AWGX4P 2102 (if that means anything to you!)
All the pins are present - is there a way to tell if they are all wired?!

Thanks again.

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sat, 03 Dec 2022 11:25:53 GMT

You should be able to see the individual wires through the clear plastic of the connector if your eyesight is good enough. I'd have to reach for a magnifying glass or zoom into a pic on the phone! But I'd be reasonably confident that it's fully wired.

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sat, 03 Dec 2022 12:00:28 GMT

@Anonymous

Lol, yes, these middle aged eyes of mine aren't that great these days either - I'd already had to use the torch feature on my phone to read the label on the cable 😉

OK, so it is fully wired - having taken photo with flash and zoomed in.

While changing the cable looked to have helped initially, reaching the dizzying heights of 200mbps on the first speed test, it has now settled again to ~100mbps (WiFi to the laptop) on subsequent speed tests.

Onto the next thing to test...

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sat, 03 Dec 2022 12:37:03 GMT

@stevebrass

Thanks for your reply and the tip - I'm now just trying your suggestion, having had a quick You Tube tutorial on how to do this (easy enough once you know how, right?!)

So, having tried this, two things have happened:

- On the BT app, all devices are now showing as having excellent signal strength to the access point they are connected to (SH2 or disc) which has not happened before.
The WiFi signal strength checker on the app though, is still reading poor signal around the house. I've downloaded the app onto my daughter's phone also, to make sure that it's not a fault with my phone, but hers is showing the same - excellent connection to all devices but poor signal when using the WiFi signal checker around the house.

- The speed has dipped again to ~70mbps (upload and download) but seems more consistent - i.e. it's the same speed in my sofa seat at it is at the other end of the lounge, and it's the same speeds on my phone as well as my laptop.

Is this the trade off then? A much slower signal for one that (at least initially) seems more stable?

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sat, 03 Dec 2022 12:42:24 GMT

WiFi is potentially a bit of a distraction. We need to establish full speed to/through the Hub via ethernet first, You really want to be doing speed tests on a PC directly connected to the Hub by ethernet. Although many modern laptops don't have an ethernet port.

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sat, 03 Dec 2022 13:02:00 GMT

@Anonymous

This is true.

My laptop doesn't have the ethernet port, so I've just ordered a high speed (USB 3) adaptor from that well known online retailer, arriving tomorrow, so I'm guessing I'll be looking into it further again then too.

The previous ethernet speed tests had been checked using my daughter's workhorse laptop (a Lenovo Thinkpad T450) which is now 5+ years old, so may not be quite as up to scratch as some of the more current models?

I think my main bugbear though, is that everything in the house is connected by WiFi and has previously enjoyed a fast, reliable, consistent connection up until the package upgrade, so there's something somewhere affecting that too.
I've just discovered that I can change channels as well as turning the bands (2.4/5GHz) on and off.
Is it worth looking into this also? And is there a recommended time to leave a channel to settle - assuming it needs to?

Thanks for all your input. It's much appreciated and very helpful 🙂

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sat, 03 Dec 2022 13:34:36 GMT

I'd expect a 5-year-old Thinkpad to be Gb but you may need to check the settings in Windows to make sure that it's enabled.

While waiting for the USB adapter you can still look at the router stats to see what speed is being supplied to the Hub. If that's not 900Mb or close then you need to raise a fault with BT. I don't use one so can't tell you exactly where to look. But if you can't find it I'm sure someone else can.

I usually prefer to manage WiFi channels manually rather than let a router do it. But to make it meaningful, you really need to install a WiFi analyser that will tell you what channels are in use by neighbours, so that you can then select what's least congested. I like inSSIDer but it does require account registration, although the basic access is free.

Edit: In light of the post below, something else you can do is make a direct connection connection between the Thinkpad & the ONT, which would prove if the ONT is delivering 900Mb:

Open Control Panel.
Then go to Network & Sharing Centre.
Click on Set up a new connection or network.
Select Connect to the Internet and click Next button.
Click on Broadband (PPPoE).
Enter btinternet@btbroadband.com with no password.

Re: Issues After Upgrading to Full Fibre 900

licquorice — Sat, 03 Dec 2022 13:32:29 GMT

The speed to the hub will always be 1Gb as it is just reporting the link speed to the ONT. Unfortunately, there is no way of checking the sync speed of the ONT

Try various WiFi channels, there is possibly interference on the channel you a re currently using but not on the channel you were previously on.

@Posted as @Anonymous was editing their post

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sun, 04 Dec 2022 11:44:38 GMT

So, after fiddling with this for most of the day yesterday, the final straw came around teatime when the speeds via WiFi tanked again, to 3-5mbps.

Enough for TV streaming to buffer and music playback to cut out.

So in a fit of pique, I unplugged the SH2 and the ONT from the power sockets on the wall and stomped out the house with the dog.

30 minutes later, I plugged everything back in and hey presto, it's been fine since (famous last words...)

Currently averaging 150mbps via connection to one of the discs and 300+mbps sat in the lounge connected to the Hub (all WiFi) which is a good improvement. Fingers crossed it remains stable.

Thanks to all of you for all of your help and suggestions 🙂

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Sun, 04 Dec 2022 20:22:50 GMT

@Anonymous

Ok, so I spoke to soon 🙄

WiFi connection tanked mid afternoon again and no devices connected reliably with any speed over 10mbps via a WiFi connection.

My daughter's ThinkPad is currently out of action (don't ask) so I had to wait for the ethernet adaptor to arrive.

So that's where I'm at currently, sat in the corner with my laptop connected to the ONT. I've followed your instructions above and am connected to the internet via the ethernet connection.

So in theory, when I run a speed test, I should be getting close to 900mbsp, right? The Ookla Speedtest app (from the Microsoft store) is coming back with ~470mbps.

BroadbandUk speed checker is coming back with ~375mbps.

Am I right to use these? Or is there a more accurate way to gauge the speed?

I think my brain is about to melt... 😆

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sun, 04 Dec 2022 21:37:05 GMT

I would expect close to 900Mb, subject to the hardware constraints of the laptop & adapter. Which ethernet adapter did you buy & are you definitely using a USB 3 port on the laptop? Might be worth trying some other ports to see if it varies.

Ookla is normally pretty decent but I've not used the Windows app, just run it direct in a browser. The BT one is here if you want to give that a go although I generally use this one. The most important thing for now is that speeds are consistent using the same tester over a period of time. Even if you're "only" getting 400Mb through the ONT, that should be plenty to share around without the WiFi crashing as you describe.

So try a few more tests over a period of time with the tester you settle on, & log the results to see if they're consistent. With what you posted yesterday, & depending on what you see tonight, it might be worth powering the ONT off overnight & trying directly into it again in the morning.

Re: Issues After Upgrading to Full Fibre 900

Lizzy-Loo — Mon, 05 Dec 2022 08:49:22 GMT

@Anonymous

So, I bought this adaptor and am using it with a Zenbook 15 (UX534FAC). The device manager lists both USB ports as type 3, so I figured either one was fine to use. But I can certainly have a play around to see if they're both performing equally.

I had also tried the BT speed checker you linked below - that one came back pretty low (under 150mbps) over the tests I ran over a 5-minute period. The one you've linked that you use looks interesting, a bit more in-depth (and also has a history log feature - something I liked about Ookla too).
I agree that even if the speeds via the ONT aren't topping 500mbps (which makes me wonder if there's something going on between the tariffs - I was originally on the Full Fibre 500 before upgrading - that's causing an issue?) it should definitely be enough to run the likes of Alexa and video streaming without too much of an issue, even taking into account speed loss via WiFi.

Right, off to bed now. That's more than enough IT stuff for one weekend, lol!

Re: Issues After Upgrading to Full Fibre 900

Anonymous — Sun, 04 Dec 2022 23:30:28 GMT

The adapter reviews reasonably well on Amazon with no major complaints about speed, & the laptop should be fine too as both ports are indeed high speed. Let's see how speeds look tomorrow.

Just a quick thought after revisiting your original post. When you swapped the routers did you also swap the AC adapter for the new one?