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brichard
Newbie
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Please help - this is crazy - Superfast Fibre Enhanced & Value Line speed issues

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Hi all!

We have a Superfast Fibre Enhanced & Value Line package.

Advertised as up to 76Mbps download speed, up to 19Mbps upload speed.

Because this is what we were getting I called BT (note how stable it is, constantly around 50, no more, no less)

Screenshot 2019-11-14 at 17.52.46.png

Over the phone BT said that as they can't see a fault with the line they will send an engineer.

The engineer was here for 3 hours today.

He connected a line tester(?) and was getting stable 55 down, 20 up.

He phoned in, they have tested the line etc. but there was no fault, he said the line is great, cabling is great.

So he requested for a boost on the line, after which he had these readings:

Screenshot_2019-11-14_at_17.56.37-2.jpg

Before the Capacity with 55 was at 97%. He said it's very strange and looks like the line or the package is capped.

Speed via the hub didn't change, still at 55.

He left without being able to fix (changed the socket for good measure) and advised to call BT.

The BT guy after checking with the tech team said that the line is indeed capped, as I should get a minimum of 71 down, but usually, it would be more like 80 on this package.

So he was off to remove the cap. Then he said, no the line is not capped, 55 is the max down I can get and I can leave the contract free of charge if I don't like it.

This is the latest test result:

Screenshot 2019-11-14 at 18.01.40.png

This is the test result from https://www.dslchecker.bt.com/

Screenshot_2019-11-14_at_18.03.54.jpg

This is the http://speedtest.btwholesale.com/ test result

Screenshot 2019-11-14 at 18.05.18.png

I really don't want to leave the contract, but my business is relying on good internet speeds and really want to know if this is the max I can get as I am quite confused because of the conflicting info I got so far.

 

Thanks for any help/comments

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: Please help - this is crazy - Superfast Fibre Enhanced & Value Line speed issues

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From your last comment as a business user you need to post on the business forum

https://business.forums.bt.com/



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