So confused : Broadband Issues / Contract Changes?

[Darkelf720]

Hi guys,

So, end of November 2020 I noticed a severe degradation in my internet.  Doing a speed check, I was down from 54MBPS to 22MBPS.  I contacted BT on 2nd December to say that Openreach had been putting cables in and my internet had gone super slow.

They did their online checks and agreed that my router was receiving only 22MBPS.  I explained that there was nothing blocking the router and it was plugged directly into the main port coming into my house.  I had even put a new micro filter in to make sure.  The chap on the phone agreed and said that they couldn't send the correct engineer out until 11th December.  The Engineer came out, plugged his laptop into the Router and agreed I was only getting 22MBPS.  He then said that there's nothing more he can do and BT would contact me that day.  Nobody contacted me at all.  I noticed though that a few days later I am getting 45MBPS.  Still not at my Guaranteed 49MBPS but, closer.

So, over the last few days I have noticed microfractures in my internet.  As I am a gamer this is a massive annoyance.  I decided to check and see when my contract is up and it's December 2021.  I  then discover that I can get FTTP, which I think is awesome.  So I look into upgrading online to see what I can get.

That's when I discover that for some reason, my contract appears to have changed.

When I was contracted I was put on Superfast Fibre 2 with the Stayfast of 49MBPS.  For some reason my Broadband (according to my BT) is now called Fibre with BT Halo 1.  It now says my Stayfast is 51MBPS.

So, my questions are:   

Has BT changed my contract or just it's name?

What is Halo?

I was looking to upgrade to FTTP but, in reality, how stable is it?

If BT has changed my contract, is this a breach of contract?  Can I therefor leave without penalty?

Thanks for reading.  Any help would be appreciated.

Merry Christmas

[imjolly]

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

Halo 1 and 2 are add ons to your package giving additional benefits but not increased speed

if you can get FTTP then I would take it

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

[-Richie-]

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@Darkelf720wrote:

Has BT changed my contract or just it's name?

What is Halo?

I was looking to upgrade to FTTP but, in reality, how stable is it?

If BT has changed my contract, is this a breach of contract?  Can I therefor leave without penalty?

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BT have been giving existing customers free upgrades, your Fibre 2 has been upgraded to Halo with all the Halo 1 benefits, you can read more at https://www.bt.com/halo
It's not a breach of contract, you've been giving extras for no extra cost, no change to terms and nothing removed.

FTTP is fibre direct to your premises, much faster and more reliable, rather that to the cabinet and then it degrades over distance.

[Darkelf720]

Brilliant,

Thanks for the information guys.  I don't really know what extra the Halo 1 offers to be honest.  The information is 

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084319+NQ93132227

Firmware version:

SG4B1000E020

Firmware updated:

29-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

2 Days, 10 Hours 30 Minutes 22 Seconds

Data rate:

20.00 Mbps / 49.00 Mbps

Maximum data rate:

24693 / 59372

Noise margin:

8.7 dB / 8.5 dB

Line attenuation:

22.9 dB

Signal attenuation:

14 dB / 22.9 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

8 GB Uploaded / 109 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-2GS3

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-2GS3

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

78:65:59:8E:5A:77

Software variant:

-

Boot loader:

0.48.8-sec

I hope that's what you're looking for.  I might leave the FTTP (even though I really want it) but at £100 pm (because I'm still inside my contract) my missus would kill me.....Thanks though guys 🙂 Hmmmm maybe the 300mb line 😄 ooh lemme see how Christmas goes first 😉

[imjolly]

Can you post the dslchecker results see what is available.  Cost of FTTP should not be any dearer than FTTC for similar package   Phone FTTP TEAM and see what they offer and if you don't like it you don't need to accept it 08005874787

this is halo

https://www.bt.com/help/broadband/learn-about-broadband/bt-halo/what-is-bt-halo-and-how-can-i-get-it...

[-Richie-]

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@Darkelf720wrote:

Thanks for the information guys.  I don't really know what extra the Halo 1 offers to be honest. 

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• Keep connected promise, if you have a fault where you have no internet, BT will send a 4G mini hub with unlimited mobile data, yours to use free of charge until your fault is fixed.
• Any BT mobile added to your account gets double data, along with the fastes 4G speeds available.
• Unlimited data switched on BT mobile services within an hour of the fault reported, remains active even when you have the 4G mini hub.
• No out of contract increase, the price you pay in the minimum term is the price you pay when that offer ends, except for the annual CPI changes.
• Along with a few other perks listed at https://www.bt.com/halo