Bad Luck or Bad Management?

[northshields]

I have had fibre100 for about two and a half years and that has generally worked fine. Recently I upgraded my package to include BT TV and complete wifi, but leaving the broadband as it was. I was a bit disconcerted to get emails telling me that "superfast" broadband was about to be switched on, but took comfort from the fact that my confirmation email correctly referred to fibre100 with a stayfast guarantee of 100Mbps.

Now my speed has dropped to 74Mbps, which is absolutely in line with superfast speeds. I have logged a fault, but it is anybody's guess how long that will take to deal with. Am I likely to have had my speed reduced to be in line with superfast speeds, or is it more likely to be an extraordinary coincidence?

[MooJuice]

Some years ago, I signed up to FTTC with BT, then a week after activation I noticed that I'd been moved back onto ADSL2+.  "Not to worry..", said BT Tech support in India, "..fibre and ADSL2+ are the same".

[NeilO]

Hi, @northshields welcome to the community and thanks for posting, I'm sorry to see your broadband speed has dropped after changing your package.

 Can you post your Home Hub router stats and we'll take a look? You'll get them by entering 192.168.1.254 in your browser, go to advanced settings then technical log information.

I'd also recommend you do a quiet line test? - dial 17070 option 2 it should be silent.

Thanks

Neil

[northshields]

Neil,

Thank you for taking an interest. The router stats are as follows

Smart Hub 2 Manager

s

Technical log

Information

Event log

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

Product code:Smart Hub 2

Serial number:+091299+1939010222

Firmware version:v0.31.00.10253-BT

Firmware updated:Sun Feb 13 21:43:51 2022

Board version:R01

GUI version:1.74 12_11_2020

DSL uptime:0 days,15 Hours28 Mins30 Secs

Data rate:12.16 Mbps / 79.599 Mbps

Maximum data rate:12.547 Mbps / 108.900 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:3.9 / 8.1

Line attenuation:0.0 / 44.2

Signal attenuation:0.0 / 44.2

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:291.7 MB Uploaded  / 1.7 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-PQA3NM

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-PQA3NM

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:F0:86:20:83:BF:3D

Software variant:-

The quiet line test is completely silent.

[NeilO]

Thanks, @northshields I'll send you a private message in a moment so you can send over your details to the moderation team and we'll be happy to help. We're quite busy at the moment so it will take us longer than normal to reply.

Thanks

Neil

[PaddyB · Accepted solution]

Hi @northshields,

Thank you for taking my call today. I was happy to hear that the speeds have returned to normal, after I reset the profile.

If you need anything else, please feel free to drop me a message.

Thanks,

Paddy