BT Fibre Broadband

[sianjames86]

Around 2 years ago, I had a private line with BT. Over the last couple of months, my speed keeps dropping. Contacted bT and their bot told me speed was fine. It's not when 6 pm hits. I did a speed test and I was receiving 10mb download, when I pay close to £50 a month. I have upgraded to the Full 900 Fibre, even though I'm not getting that speed, and a BT extension disc has been sent to me. Will that fix my issue?

Feeling lost because the Bots will NOT pass me through to an advisor.

[Kimberlin]

@sianjames86  When you carried out your speed test, did you do so over WiFi or did you connect via a Ethernet cable? BT only guarantees the speed to the router, not to the peripherals connected to it, specifically when connected via WiFi. There’s a plethora of reasons why your devices might not get the speeds you might be hoping for. This includes the age of the device, WiFi drivers, the layout of your home, thickness of walls, whether or not you’re using a VPN etc, etc.

You clearly haven’t yet set up your WiFi disc that has been sent to you, otherwise you might be reporting something different with your speeds, however there’s still no guarantee it will improve your situation.

How are you trying to contact BT? Via phone or via live chat online?

Try calling 0800 800 150 during normal office hours.

Apparently, to skip the automated menu, press the hash key 3 times or during the option questions when asked what you want to do, say ‘Make a complaint’ or ‘Cancel service’ and allegedly, you’ll be connected immediately to a real person.

[gg30340]

Your post is not very clear. Are you already on FTTP 900Mbps package or are you moving to it because your speeds were so poor?

If you are asking that when you move to the 900Mbps Full Fibre package will your speeds improve the answer is yes and yes the discs if needed will help your wifi speeds if they are positioned correctly 

It sounds like you were/are on a Fibre to the Cabinet FTTC package where the speeds are determined by how far you are form the Cabinet where as Full Fibre FTTP package speeds are not affected by that. You will /should get the 900Mbps speeds that you are paying for albeit you may see slightly less when using wifi for the reasons that have been previously mentioned.

If however you are on a 900Mbps package and you are only getting 10Mbps there would appear to be a problem which once you have clarified what package you are on some assistance may be offered to try and find out where the problem lies.