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Message 1 of 17

New connection, am I being hard capped?

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I moved into a new property recently and my Internet was put in today and I'm getting what seems to be a hard locked 55Mbps sync, and I'm wondering if/why I'd be hard capped? I'm paying for Fibre 2 which should be up to 75Mbps and I checked and apparently my line should be able to handle 68-71Mbps if I'm reading it right (if I'm not let me know). I bought a brand new, 0.5m cable and I'm reusing my old Smart Hub 2.

 

speed.jpg

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Message 2 of 17

Re: New connection, am I being hard capped?

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Can you post stats from your hub please - advanced settings technical log information

Can you check MYBT make sure it shows fibre 2 as package not fibre 1



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Message 3 of 17

Re: New connection, am I being hard capped?

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@imjolly Yup, it's showing as Fibre 2.

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Message 4 of 17

Re: New connection, am I being hard capped?

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@imjolly  Oops, here's my technical log.

 

tech.jpg

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Message 5 of 17

Re: New connection, am I being hard capped?

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Stats show you are capped at fibre 1 55/10mb    need to phone CS 03301234150 and get on fibre 2 package profile 



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Message 6 of 17

Re: New connection, am I being hard capped?

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Hi @SteveBB, did you call customer services as suggested and if so have they resolved this for you?

Cheers
John

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Message 7 of 17

Re: New connection, am I being hard capped?

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@JohnC2 I phoned CS and they told me they can't offer profile 2 at my address, which is very disappointing as I'm capping out the 55Mbps no problem and the checker says my line can handle up to 71Mbps.

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Message 8 of 17

Re: New connection, am I being hard capped?

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They are contradicting themselves, you are paying for fibre2 but capped at fibre1.

You can get 70M as your hub stats show.

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Message 9 of 17

Re: New connection, am I being hard capped?

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@licquorice Yeah I'm not sure what's going on, hopefully @JohnC2 can look into it for me. I don't want to leave 20Mbps on the table if possible.

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Message 10 of 17

Re: New connection, am I being hard capped?

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Hi @SteveBB sorry that customer service were unable to sort this out for you. 
I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you with this.

Cheers

John

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