Cannot upgrade online to Full Fibre 900

[Caper]

@JA407 

They sent me a new smart hub when I managed to get the 500 (75 u/l) upgrade as my contract ran out a few months ago.

However, I use my own Asus RT-AC5300 which should manage the 900 no bother.

Might be worth getting onto them to get a new hub, I would have though one would have been automatically ordered for you when this order went though?

Getting the 900 has reset my 2 years again, which I'm not too bothered about as this takes me closer to Black Friday come 2022 when hopefully the FTTP market will be more occupied!

[JA407]

That looks like a very scary router - pretty heavy duty, i'm sure it will be capable. I'm looking to make the switch to Wi-Fi 6, some of my newer devices are compatible so hopefully it's a little future proof. My iPhone for example that can use Wi-Fi 6 currently gets 450mb down and 50mb upload which is a bit slow especially on a 1GB connection, i'd be better off on the 500mb plan.

I got a new Smart Home Hub 2 router not too long ago which is on V17 and deemed capable. Spoke to a lady on the phone from the FTTP team this evening but she couldn't fix both the slow wired and wireless speeds that i'm currently getting. As long as you get above 500mb down and 10 mb up via ethernet then you're above the guarantee so it's considered working OK. She kept asking me to run speed tests on fast.com, where i'd get various results on the download from 400mb - 600mb.

Hopefully getting my own router works instead of the smart hub- it's still a lot better than what I was on before so happy with any speed bump for now!

[Caper]

I'll report back my speeds when I am upgraded.

Certainly just now I can max out the 500/75 on cat5e running from a patch panel (new build house - does surprise me as when we first moved in the lazy *beep* builders had only wired in half the wire pairs on the ethernet panels on the walls!

I get the full 1000Mbps bandwidth through the internals to my NAS so I'm confident the wiring is up to standard (now all the pairs are wired in lol).

[AndyS85]

Problem is my deal with VM runs out in about 6 weeks. So if they don’t get it sorted by then I’ll no doubt stick with VM as they’re offering 500mbps. Which is a shame as I prefer BT having been with them before. Only reason I went with VM when I moved is BT were saying the it was going to be 12 weeks to install! 

[Caper · Accepted solution]

Well, my fibre lottery numbers have came up.

Many thanks for all the help.  Perseverance paid off in the end.

Good luck to everyone who is still having problems.

[juggleberry]

@JA407 who helped you get that sorted, I;m having the same issue where fibre 900 is available as a new customer and on Bt's ads checker but I don't have any offers available online and the can't offer it me over the phone after waiting an hour in the queue.

I'd appreciate anyones help on this, i don't understand how it's soo difficult to place an order.

[juggleberry]

100% an issue and I can sign up as a new customer but can't upgrade as an existing one. Not the type of service I'd expect especially just being told no on the phone when it's clearly available 🙄

Can the mods point me in the right direction to get this sorted? @SeanD @DanielS @DavidM 

[AndyS85]

If the mod that enabled the upgrade reads this. Please contact me. I’m contracted with VM until 30/8 so looking to switch ASAP. Unfortunately if I can’t get the 500/900 from BT I’ll have to stay with VM as they’re offering 500. 

[garybs29]

@AndyS85 What options of speed do you get when trying to place a new order on the BT website for your address?

[JA407]

Looks good @Caper , turns out the smart hub 2 was my problem. Switching to the Alien Amplifi Wifi 6 router i'm finally getting the right speeds. My upload was stuck at 30mb even after having the limits removed -All good now!

Hoping everyone else gets this sorted soon!