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Message 1 of 38

BT Superfast Fibre capped at 34,998Kbps

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I have moved from TalkTalk to BT, using the same physical line. Since moving to BT Superfast Fibre, the sync speed has been fixed at 34,998Kbs. I called BT helpdesk, and they claimed they could not reset profile on the line as they would have to send an engineer out, and as my line was (just) above the minimum quoted when I placed the order for Superfast Fibre, they would not cover the cost send an engineer out to reset the line.

Is this normal for BT to restrict a line speed to lower than what you are paying for, ie I am paying for Superfast Fibre, but my line is being restricted to Superfast Essential Speed, even though its capable of syncing at 45-47Mbs

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Sage
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Message 2 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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Can you post the connection stats from the hub? Advanced settings/technical log/information.

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Distinguished Sage
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Message 3 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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can you also enter your phone number and post results   https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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Message 4 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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craigski_0-1580992873548.png

 

 

craigski_2-1580992934870.png

 

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Distinguished Sage
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Message 5 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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Your line has been capped by DLM to instability and will return to normal speed once a period of stability is maintained. I suspect there were a series of disconnections with changing and configuring your router after the changeover that DLM took as a line problem

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Sage
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Message 6 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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You've removed the exchange and cab number from the checker, can you post them?

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Message 7 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 35 Meg band of these VDSL Banded Profiles.

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Message 8 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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I'm not aware of any errors on the line, it seems to have gone down to this speed since moving from TalkTalk to BT.

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Sage
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Message 9 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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@craigskiwrote:

I'm not aware of any errors on the line, it seems to have gone down to this speed since moving from TalkTalk to BT.


Which is why I've asked for exchange and cab number.

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Message 10 of 38

Re: BT Superfast Fibre capped at 34,998Kbps

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I tried to be diplomatic, but being blunt, I suspect you caused DLM to intervene yourself by making several disconnections whilst  changing/ configuring routers

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