BT Plus promise - if an engineer can improve your speeds, we'll send one for free!

[sja681]

Hello,

We've been on BT Fibre Broadband since October 2015. We had a few problems at the start (took Infinity 2, were not even gettting Infinity 1 speeds) but after 3 lift and shifts were averaging between 53 - 57 Mbps at 450 m from the DSLAM/PCP, so we downgraded to Infinity 1 saving £10 per month. 

I hadn't been monitoring the speeds regularly or anything like since, but we added BT TV in February and that seemed to work ok. Recently I ran a wifi speed test whilst watching a subscription channel on BT TV and the speed was abysmal, around 10-11 Mbps. I can't even watch BT Sport on 4K as the download speed is stuck at 40 Mbps.

So we decided to upgrade to Plus for another £2, as it said you should get download speeds of 43Mbps to 61Mbps, and we knew our line is/was capable of more. It didn't change a thing! By chance, I had a conversation with an Openreach engineer who told me that the 53 Mbps on Infinity 1 had been acheived by G.Fast, which has now been "reserved" for Ultrafast, so my line had likely been rebanded back to 38/40 Mbps.

So how do I get this free engineer visit to get my speeds back? I haven't changed anything, although Openreach have been out to our street pole more than a few times lately (at neighbours insistence, not mine). 

[pippincp]

Engineer was telling porkies.

Enter your number HERE and post a screen of the result. Remove phone number before posting.

[imjolly]

can you also post stats from your router  if hh6 then advanced setting then technical log information  if hh5 then troubleshooting then helpdesk

check line for noise  dial 17070 option 2  should be silent and best with corded phone

[sja681]

Here’s what the BT BROADBAND AVAILABILITY CHECKER shows now:

Telephone Number 01475xxxxxx on Exchange LARGS is served by Cabinet 15

VDSL Range A (Clean)

Downstream Line Rate (Mbps) 61.3 High

Downstream Line Rate (Mbps) 42.6 Low

Upstream Line Rate (Mbps) 16.3 High

Upstream Line Rate (Mbps) 10.5 Low

Downstream Handback Threshold (Mbps) 35.8

VDSL Range B (Impacted)

Downstream Line Rate (Mbps) 59.2 High

Downstream Line Rate (Mbps) 35.1 Low

Upstream Line Rate (Mbps) 15.9 High

Upstream Line Rate (Mbps) 9.3 Low

Downstream Handback Threshold (Mbps) 30.2

And, for interest what it showed 3 years ago!

Exchange LARGS is served by Cabinet 15

FTTC Range A (Clean)

Downstream Line Rate (Mbps) 78.9 High

Downstream Line Rate (Mbps) 59.7 Low

Upstream Line Rate (Mbps) 20 High

Upstream Line Rate (Mbps) 18.6 Low

FTTC Range B (Impacted)

Downstream Line Rate (Mbps) 70.4 High

Downstream Line Rate (Mbps) 46.2 Low

Upstream Line Rate (Mbps) 20 High

Upstream Line Rate (Mbps) 13.7 Low

[sja681]

Quiet line test is quiet!
Router is Zyxel 8924B10
xdslctl info --stats
xdslctl: ADSL driver and PHY status
Status: Showtime
Last Retrain Reason: 0
Last initialization procedure status: 0
Max: Upstream rate = 16391 Kbps, Downstream rate = 50656 Kbps
Bearer: 0, Upstream rate = 16432 Kbps, Downstream rate = 39999 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode(0x0)
Trellis: UN /DN
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 9.1 5.9
Attn(dB): 19.7 0.0
Pwr(dBm): 13.4 7.6

[imjolly]

is there anywhere in your stats that shows internet connection time not system uptime as it looks more like speed lower than attainable due to DLM taking action on line problems

[licquorice]

It looks as though the DSLAM port may have been misconfigured as 40M

[sja681]

Is this any good?

Stats recorded 07 Dec 2018 23:56:08

DSLAM/MSAN type: BDCM:0xa48c / v0xa48c
Modem/router firmware: AnnexA version - A2pv6F039v.d26a
DSL mode: VDSL2 Profile 17a
Status: Showtime
Uptime: 1 day 11 hours 48 min 41 sec
Resyncs: 0 (since 06 Dec 2018 09:55:33)

Downstream Upstream
Line attenuation (dB): 19.7 0.0
Signal attenuation (dB): Not available on VDSL2
Connection speed (kbps): 39999 16432
SNR margin (dB): 9.1 5.9
Power (dBm): 13.4 7.6
Interleave depth: 8 4
INP: 55.00 45.00
G.INP: Enabled Enabled
Vectoring status: 5 (VECT_UNCONFIGURED)

RSCorr/RS (%): 0.0150 2.2818
RSUnCorr/RS (%): 0.0000 0.0000
ES/hour: 0 0

Modem uptime is shown as 2 minutes more than DSL uptime which is shown above.