Fibre 2 VDSL2, good quality line, but getting 55/10 speed profile?

[shkeats]

Hello,

I have a similar issue to the user in the thread linked below:

https://community.bt.com/t5/Archive-Staging/BT-Fibre-2-Incorrect-profile/td-p/2157702

I recently switch to BT, and after the service went live upgraded to Fibre 2 from Fibre 1 on the phone (not offered Fibre 2 during sign up), the change went live yesterday but I only got bumped up to a 55mpbs down 10mbps up profile which is disappointing. I had much higher speeds on NowTV Broadband previously, I changed to BT as their billing was a nightmare (no direct debit.)

My modem thinks the line is capable of 80mbps down and 19mbps up and I had sync speeds just slightly under this on my previous provider. Can anything be done to resolve this?

Thanks,

Shaun

[imjolly]

Have you reset the router after your upgrade went live? If so then as speed still fibre 1 you need to phone CS 03301234150 and get your profile changed to fibre 2

[shkeats]

Hi,

Thanks for your help. Yes, the activation date for my new plan according to the agent on the phone was the 28th, and indeed the speed went up considerably to this (clearly still limited) sync rate on that date upon restarting the modem.

Is 55/10 the upper limit of the fibre 1 plan then?

I was hoping to avoid further phone calls there's been a few already!

[licquorice]

Fibre 1 is capped at 55/10, fibre 2 is capped at 80/20.

[iniltous]

I think you need to check your contract confirmation email, does it show F1 or F2 (irrespective of the conversation you had with the representative) if that shows F2 , clearly you have been mis provided as F1 , if the contract documentation shows F1 you have what you ordered , even if that’s not actually what you wanted (it’s a different argument as to the responsibility for that if the documentation shows F1 but you were led to believe it was F2 you would get ) .

Probably of no benefit but takes little effort, try connecting the router you were sent by BT instead of the non BT router you are currently using , it’s unlikely to do anything, but connecting the BT router may result in a regrade to F2 (if its F2 on the contract documents) , if it makes no difference (and that’s most likely the case ) you will need to call and ask why you are on F1 when you ordered F2 and the contract documentation confirms F2.

If the contract shows F1 (and I suspect that’s going to be the case ) you can always call and ask for a regrade to F2 ( possibly costing a little more than F1 ) 

[shkeats]

Thanks. So the contract was initially Fibre 1, but I upgraded it over the phone. We went through the contractual stuff and I did receive an email after the call that definitely confirms I'm now on Fibre 2, and the billing has gone up too. He gave a go live date for the upgrade of 28th May.

I'll dig out the homehub, but to my knowledge (I could be wrong if someone knows better shout?) there's no special secret sauce that happens between the hub and the exchange, and using third party modems is fine. I would actually just use the homehub as a modem, if they would enable modem mode in the software for people with more advanced network gear to use.

I can't manage my account online or in the app to check any of this, which is why I've spent so much time on the phone with BT to try and get that issue resolved. An old account from ten years ago seems to be blocking me from viewing my broadband account and the switcher doesn't work. An agent said this was a known problem, spent a long time trying to fix it for me on the phone, then said he'd deleted the account and If I waited 24 hours I would be able to recreate it. This didn't work, I phoned again and the lady said that it actually takes several days for the account deletion process to happen and to try again at the end of the week. However, alas my account is still there and in the same mess it was before. 

Maybe I'm being naive here, but looking at how the author of the other thread I linked was assisted, I was hoping I might be able to get some support online with this through a DM from a member of staff? Since my attempts on the phone so far have failed.

[imjolly]

try contacting the billing team using message now in this link   https://www.bt.com/help/contact-bt/account-and-billing/broadband

they should be able to help remove old account and put you in contact with someone to ensure you are provisioned as Fibre 2

[gg30340 · Accepted solution]

@shkeats 

The thread you linked to is five years old.

Since then the moderators of the forum and their role has changed. They do not have access and the ability to assist in the same way as the previous moderators did.