Ok so here's the rub. I have recently noticed that the speed of my broadband connection is much lower than the speeds I am supposed to be receiving. For reference this is the BT Fibre 1 with Halo 1 package that I am paying for
Your download speed
Your Stay Fast Guarantee 25Mb (note this has actually changed from 30 Mb down to 25Mb since I started having this problem see here:
Upload speed 10Mb - 10Mb
I have performed multiple speed tests over the past 2 weeks or so which all show consistent results of
19-20Mb download 1-1.25 Mb upload
This is actually an ongoing issue with BT. I have spoken to no less than 5 call center agents, 1 manager, had one engineer visit to the house and 1 line engineer visit which was promised but completely failed to ever happen.
When this fault was initially raised it appeared on my MY BT page as dropped broadband connection and has now been changed (as an entirely new fault) as "Landline -can't make or receive calls"
So ok... BT have absolutely no idea how to fix this issue and honestly have shown me over my time interacting with their support channels that they don't even know what the problem actually is. It's been dealt with so badly that I am still in disbelief. Anyway, they can't fix it so lets see if I can't get anywhere with some assistance from the community (that I should have never had to rely on in the first place). Here's the basics.
Quiet line test:
A-okay. confirmed by BT engineer during visit to property
Router Stats Technical Log:
BT Hub 6A
+084319+NQ64358388
SG4B1000E040
02-Nov-2020
1.0
1.115.0
3 Days, 8 Hours 26 Minutes 52 Seconds
1.40 Mbps / 24.07 Mbps
1403 / 24346
6.6 dB / 3.1 dB
67.8 dB
26.9 dB / 38.8 dB
0/38
G_993_2_ANNEX_B
Fast Path
104 GB Uploaded / 58 GB Downloaded
bthomehub@btbroadband.com
Active
BTHub6-PSTX
Smart (Channel 6)
BTHub6-PSTX-5
Channel 48
WPA2 (Recommended)
Mode 1
On
24:20:C7:4D:A0:B5
-
7.33.1
Broadband Checker Details:
VDSL Range B (Impacted)
| 66.5 | 47.3 | 16 | 10.2 | 40 | Available | Available | -- |
| 64.5 | 40 | 15.6 | 9.1 | 32.4 | Available | Available | -- |
| Upto 1000 | Upto 220 | -- | Available | 1 Stage |
| Up to 11 | -- | 8 to 13.5 | Available | Available | -- |
| Up to 11 | Up to 1 | 8 to 13.5 | Available | Available | -- |
| Up to 6 | -- | 5 to 8 | Available | Available | -- |
| 2 | -- | -- | Available | Available | -- |
| 2 | -- | -- | Available | -- | -- |
| 23.83 |
| 1.23 |
| 2020-10-23 |
| Available |
| Available |
| N |
| N |
| N |
| 03-11-2020 |
| N |
| N |
| Y |
The premise/line is associated with exchange which is NOT part of current fibre priority programme.
The premise/line is associated with exchange where WLR is not withdrawn.
The premise/line is associated with exchange where SOADSL service is restricted.
Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.
FTTP is available and a new ONT may be ordered.
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.
Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for IPstream is from 31 Dec 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.
If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service
In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.
Thank you for your interest
Things That May Be Of Interest:
BT website shows that my premises should be able to handle every package from Full Fibre Essential right through to Full Fibre 900
The engineer visited and confirmed using his equipment that the landline was iin perfect working order, there are no faults with the cabling in the premises and also performed a speedtest on his own equipment which showed results consistent with the ones I had done. The engineer checked for congestion and confirmed that the local usage should not impact the speeds I am receiving. He also stated that he was changing it from (or to) 5Ghz from (or to) the 2.4Ghz although I'm not sure this really matters as from what I understand this is simply the wireless frequency and my hub is actually connected to my computer via an ethernet and doesn't use the wireless. I might be reading that wrong and that may not be what it is but for the sake of clarity just know the engineer did this when he was here. This visit was on Monday and concluded with the engineer saying that he would escalate the issue and arrange for an Openreach line engineer to come out before Wednesday to check the line between the premises and the cabinet (which I actually believe is sitting directly outside my bedroom window no less than 20ft from the premises. I may be wrong but I've certainly seen Openreach engineers in that box.)
If you require any further information I will be happy to provide it.
My Speculation:
There's a toggle or slider somewhere on the BT systems which has not been set to reflect the speeds I should be getting. The reason that I say this is because everytime I run the BT speed test it returns the speed at 21Mb and 1Mb and then says these results are "good" or within the expected ranges... which they are not. They might be if my account was still set to be receiving what was promised for my previous package but they most certainly are not for the package that I am on right now.
I don't know if you guys will actually be able to help but honestly I'm much more curious as to whether or not you'll do any better than BT themselves. At this point it has become less about getting the problem fixed than it has about building up a documented history of how BT have failed to deal with this and just how hard they have failed. So yeah, to date BT has had 10 days to diagnose and fix the error consisting of conversations with 5 advisors each lasting somewhere in the region of 2 hours, 1 conversation with a manager which lasted almost 30 minutes and included a promise to credit my account with £20 compensation and a 1.5 hour engineer visit on my property. And so far I still have absolutely no idea what the issue is or whether it can actually be resolved.
