Horrible speed Fibre 2

[lisztfreak]

We were having a basic package of BT and the download and upload speed were very low.
So, now upgraded to Fibre 2 the internet speed is still horrible:
Average download: around 10 Mbps and upload 0.19 Mbps!!!!
Very disappointed...

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

Upgrading to fibre 2 does not give an automatic increase but removes the 55mb cap on fibre 1.  However if you cannot get the max speed on fibre 1 then the move to 2 will not improve your speed  you can only get as fast as your line can handle

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[lisztfreak]

First of all  why does BT doesn't test all of this in advance?
I have a line phone number (included in package) but not planning to buy a telephone just for testing...
And I also wonder why "the forum members" should help... it is clearly BT that should fix it no?

I have not idea what HH5 or HH6 is.

 1. Product name: BT Home Hub
2. Serial number: +068543+NQ43153598
3. Firmware version: Software version 4.7.5.1.83.8.264 (Type A) Last updated 20/02/19
4. Board version: BT Hub 5A
5. DSL uptime: 1 days, 23:01:21
6. Data rate: 342 / 34462
7. Maximum data rate: 386 / 35076
8. Noise margin: 6.8 / 6.2
9. Line attenuation: 5.9 / 8.3
10. Signal attenuation: 8.5 / 11.0
11. Data sent/received: 7.9 GB / 42.1 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: Franz Liszt
15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: Franz Liszt
19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: c8:91:f9:4c:04:b4
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

[iniltous]

Not sure what you mean when you say BT should test this in advance, you get a indication of the speed your line should achieve , and should you not get that , you can leave penalty free.
As already stated if your line isn’t capable of speeds greater than the bottom tier speed , upgrading to the higher tier , although giving better upload, won’t improve the download, but if you called and requested it ( or upgraded on line ) that was your choice.
Again as already stated, currently it’s unknown what your speed estimate was, so it’s impossible to tell if what you are getting is in line with that estimate , or worse than it...if it’s worse, it can be explored to see if an improvement can be made , possibly by improving your internal set up, or wether you need to call support

[imjolly]

the most basic check is to see if your phone line is working and if so is there any line noise.  as your broadband is delivered over your phone line so a problem with your line will have a bad affect on your broadband speed/connection

can you post stats from link I posted previously

at present you have 35mb connection but up speed is very low and a problem