MyBT app speed test not working after upgrade

[Lesley_W]

It sounds like the team weren't very clear on what the next steps would be @Quesada 

I'd recommend getting back in touch to raise a complaint so this can be looked into.

Lesley

[jmwww1]

I asked if the IT team who would be informed about the errors encountered in the mybt app could update me on progress. The bt rep I spoke to suggested that might be tricky. 
I don’t remember being told that a ticket was being raised, nor was I given any sort of incident number. 

[Michael_D]

Thanks for explaining @jmwww1.

There would usually be some sort of ticket or incident number even if it was part of a wider problem or just an individual account problem.

If you've not heard anything in the coming days, it may be worth speaking to the team again so they can check the account and make sure it has been raised correctly.

Michael

[patricia_clark6]

To me, this seems more like a problem with the hub's firmware or software compatibility after the speed drop. Alternatively, try a full reboot of the hub and make sure the software version is the latest.

[jmwww1]

My hub has been rebooted (at least twice!) and fibre to premises modem also rebooted. 
mybt app is up to date. 
not sure how hub’s firmware and/or software should be verified nor updated if it is out of date. I also find it odd that BT would allow their app to become out of kilter with hub s/w or f/w without informing customers how to remedy the situation???

This is not the first time the test my speed facility has mysteriously broken… there are other threads on this community forum which document past failures. 

[licquorice]

You have FTTP, why do you need to run speed tests?  Fibre, unlike copper, doesn't degrade causing a low speed, it either works or it doesn't.

[jmwww1]

With respect, in my experience degraded performance is not particularly uncommon. 

[gg30340]

If you are that concerned about your speed why don't you just use the speed tester that Openreach engineers have been told to use which is Fast.com.

If it is not particularly uncommon for your FTTP to have "degraded" performance have you reported a fault?

[jmwww1]

Fast.com is super for measuring combined speed to a device. It cannot measure speed to the hub… the component which is allegedly guaranteed as part of my contract with my provider. 

[jmwww1]

I have reported the faulty test my speed app