Full fibre 900

[Kilgeever53]

Signed up April 14, early Covid times. Download (dl) never more than 120 at first. Advised to wait for it to settle down.

Early August ( 4 months later...... settling down time and I really didn't want to call as it was hardly an emergency!).  Called and did restart etc. I was told it was all good. Hmmmm. Paying for 900dl and getting 85dl is not ' all good'.

With so many posts about this and related issues perhaps it's reasonable for our concerns to be addressed.

I shall be paying £55 /month until March 2022. That's another 21 months.

I asked if I could be ' demoted' to Fibre 300....a significant saving over 21 months....no luck there. And I'm not alone but it feels I am. 

I am being led to believe it's me! But it's not. If it was it would be Hundreds of us! 

Help please.

[Forthay]

@Kilgeever53  you’ve not said if the speeds are with a cable to the router or over Wi-fi.

Your Fibre900 stay fast guarantee Is 455Mb.

Assuming it’s a cable connection, and you’ve done all the usual stuff like using cat7 or better cables, power cycled the ont for at least 5 mins, are on v17 SH2 firmware, checked your device firmware call them up and raise a complaint to get help and maybe the option to downgrade.

Personally if they cannot resolve this I wouldn’t ask for Fibre300 but rather Fibre500 for the price of Fibre300.

Good luck!

[Kilgeever53]

Thank you for your prompt, genuine and clearly knowledgeable suggestions. I will endeavour to try these and will save these for use when BT ask me.
In the meantime ( remember Joey, from Friends, trying to speak French? That's me with technical terminology).

I do not know what Cat7 etc means. Nor should I if it worked.
I have to use extenders rather than ethernet. One by HHub2; one by TV.
As the purchaser of a good or service I have a right for that good or service to function as described. I don't have a responsibility to understand how it functions.
My car, when delivered drove perfectly well, as advertised, as agreed in exchange for my money.
I didn't have to master catalytic converters, condensers nor radar adaptive cruise control.
To extend the metaphor, my new Ferrari is behaving like a rather old MK2 Escort c1974. ( I had one mid 70s....now you're beginning to understand why the terminology is not only difficult for me but also, to an extent, irrelevant).
Either BT should provide ( without me crawling around on the floor AGAIN) the 900 or swap me without significant involvement from me to a suitable, cheaper alternative.
In every other situation BT have been brilliant! Seriously good, professional, polite, patient.
A sense a nap coming on.
Cheers all.

[pippincp]

CAT 7 is overkill for a CAT 5e as supplied is sufficient. I would place a bet it is the extenders are at fault here. You really need to test the connection withot anything in between. ie. ONT directly connected to Hub, hub directly connected to PC or laptop.

[Kilgeever53]

I will try it....but would I take the red cable from the router on the wall and plug it directly into the pc, bypassing the Home Hub 2?
See? I know very little ( about this).

[busterboy1]

@Kilgeever53 

Leave the Hub / Router out of the equation for the test and setup a PPPoE connection for test purposes only to determine a direct connection leaving the middle man out "ie" Router / hub.. 

How to set up a PPPoE connection on Windows 10?

Step 1 Press “Windows key +X”, and click on “control panel”;
Step 2 Then go to Network and Internet->View network status and tasks page.
Step 3 Click on Set up a new connection or network.
Step 4 Select Connect to the Internet and click Next button.
Step 5 Click on Broadband (PPPoE).

[pippincp]

@Kilgeever53  @busterboy1 forgot thePPPoE username:- bthomehub@btbroadband.com no password is needed.

[Kilgeever53]

Good evening all....

By replying to myself I am hoping I can thank all of those who have tried to help. It's good... people offering time, experience and knowledge without reward. 

Anyway, tried each suggestion. And did so carefully, following instructions and Googling if unsure of terms.

For no apparent reason ( I did restart everything again...... Numero 9!). 

200 moved to 230, 240,250,300 and momentarily 640!!!!!! Yes 640. All wireless/ 600 extenders. Then....drum roll...at exactly 12.00 midday back down to throttled 50. And so it stayed..... until today.... another 🥁 please..... down to 34. I used to get 200+ 4 years ago with Infinity 3.

In the grand scheme I should not waste my time, your time, anyone's time. In some respects it's not that important. But as I'm paying for something.......and BT say it's all ok at their end. Fortunately they don't sell respirators.

Night all and be careful out there.

[pippincp]

So you are back down to 50Mb using extenders? The fault then is obviously the extenders.

[Kilgeever53]

Quite likely.....but I by-passed wireless, ethernet direct to laptop....no improvement.
Also, was going well ( ish) at 200dl with a peak of 640dl.
Mystery.