Fibre 2 and stuck on 55/10 line , losing the will to live!

[RodGrover]

Hi , I have recently rejoined from Vodafone as their customer service was horrendous…..I am now paying for a fibre 2 package but stuck on 55/10 line profile , I have had an engineer out to confirm who told me I had to contact but to change me to the product I am paying for.

6 hours on the phone with complete scripted run around , Saturday I made another call to BT as a last ditch before cancelling , she was very helpful and said she understood and her colleague would swap me over sat pm , she is calling me a Tuesday to make sure I am happy with the switch. Guess what nothing has happened again!

can a mod help please ??

thanks 

[Keith_Beddoe]

@RodGrover 

Check to see what is actually available to your house, as you line may not support a higher speed.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Please edit out your phone number before you post the result, but leave the exchange name and cabinet number showing.

[imjolly]

can you also post your hub stats - hub manager/advanced setting/technical log/information

[DavidM]

Hi @RodGrover and welcome to our community.

I'm sorry you're have a few problems. If you can post the information requested by @imjolly and @Keith_Beddoe we'll try to help you.

Cheers

David

[RodGrover]

Connection status	Connected
Connection type	Fibre Broadband (VDSL)
Firmware version	v0.33.00.12274-BT (Mon Dec 27 16:35:30 2021)
Serial number	+091298+2202022913
Downstream sync speed	49.3 Mbps
Upstream sync speed	10.0 Mbps
Network uptime	0 days 23 Hours 31 Mins 23 Secs
System uptime	0 days 23 Hours 32 Mins 57 Secs
Public Wi-fi status	Active

[RodGrover]

Hi as I have now taken broadband without phone line that link doesn’t work - I was on the quicker one with Vodafone so I know the line will take it , always had 17mb upload 45-54 download

[RodGrover]

Product name	BT Smart Hub 2
Serial number	+091298+2202022913
Fireware version	v0.33.00.12274-BT (Mon Dec 27 16:35:30 2021)
Board version	R01
GUI version	1.74 12_11_2020
DSL uptime	0 days 23 Hours 37 Mins 2 Secs
Data rate	10.0 Mbps / 49.3 Mbps
Maximum Data rate	20.1 Mbps / 48.8 Mbps
Noise margin	12.9/6.0
Line attenuation	4.9/15.3
Signal attenuation	4.9/17.7
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	2.1 GB Uploaded / 2.1 GB Downloaded
Broadband username	bthomehub@btbroadband.com
Public Wi-Fi	Active
2.4 GHz wireless network name	Rods
2.4 GHz wireless channel	Smart (Channel11)
5 GHz wireless network name	Rods
5 GHz wireless channel	Smart (Channel36)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address	C4:E5:32:E9:11:34
Software variant	-
Boot loader	0.1.7-BT (Thu Nov 30 09:45:22 2017)

[RodGrover]

Just done now

[RodGrover]

Address 6, STAXTON on Exchange SHERBURN is served by Cabinet 1

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability DateHigh Low High Low      VDSL Range A (Clean)
VDSL Range B (Impacted)

80	62.5	20	19	56.1	Available	Available
80	60	20	18.8	53.2	Available	Available

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+ADSL MaxWBC Fixed RateFixed Rate

Up to 2	--	1 to 3.5	Available
Up to 1.5	--	1 to 2.5	Available
0.5	--	--	Available
0.5	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 18 Apr 2018.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Mildenhall exchange:Only single order products are available and ADSL and ADSL2+ products are not shown as available.However for premises that can only be served by SOADSL, BT will continue to accept ADSL and ADSL2+ orders until SOADSL is available.

Thank you for your interest

[Keith_Beddoe]

Possibly a poor quality line, or an internal wiring issue. Its below the handback speed so you need to report it as a fault. If you were on the wrong profile, the noise margin would be higher.

Internal wiring may be an issue.

What does your master phone socket look like?