Is my Superfast Fibre 2 Unlimited data rate being capped?

[k9orbs]

Hi,

I've got Superfast Fibre 2 Unlimited broadband on a Smart Hub. I've posted some information from the technical log below and would appreciate your views on why the actual data rate seems much lower than the maximum data rate. Neighbours in properties close by are getting significantly higher rates with other service providers (i.e. Sky). I've looked at some other threads but I haven't found anything that relates to my specific situation.

Product name: BT Hub 6A

Serial number: +084319+NQ71739052

Firmware version: SG4B1000E01E

Firmware updated: 24-Aug-2019

Board version: 1.0

Gui version: 1.105.0

DSL uptime: 18 Days, 13 Hours 45 Minutes 52 Seconds

Data rate: 10.00 Mbps / 39.99 Mbps

Maximum data rate: 24410 / 89836

Noise margin: 21.8 dB / 17.1 dB

Line attenuation: 8.7 dB

Signal attenuation: 0 dB / 8.7 dB

VPI / VCI: 0/38

Modulation: G_993_2_ANNEX_B

Latency type: Fast Path

[licquorice]

As your DSL uptime is over 18 days it would appear your line has been mis-provisioned at 40M rather than 80M download.

[k9orbs]

Thanks for your quick response.

I thought that might be the case - any ideas how I go about getting it changed? I've spoken to BT Support and they insist the rate will automatically configure and that there is nothing they can do. 

[licquorice]

Tell them they don't know what they are talking about and be insistent that your circuit has been mis-provisioned as  Superfast fibre essential.

[imjolly]

if you check you package in MYBT does it show as superfast fibre 2?

[k9orbs]

Yes it does. Superfast Fibre 2 Unlimited.

[imjolly]

then I think best way is to get mod help   i have asked mods to help but may take couple days to respond as really busy just now

[k9orbs]

Thank you so much. I'll wait to hear from them.

[RobbieMac]

Hi @k9orbs,

Welcome to the Community and thanks for your post!

I'm sorry that your speed is slower.  It does look like you have been placed on a 40/10 profile as opposed to a Superfast Fibre 2 profile (80/20).  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie