Regrade of Fibre Broadband

[darrenc1]

I have recently purchased a regrade from my 160mbps Fibre Broadband to advertised speeds of 270-300mpbs.

I was advised at the time it would take 30 mins - 1 hour to apply, but nothing happened that day.

The next day, I got a text saying that it had to be delayed and would be applied that day. Again, nothing happened. Now almost 72 hours on, my Downstream Sync Speed to my router is still 159mbps (rather than the expected approx 300mbps).

I have gone to track my order which is now sitting as Complete, with the message "We believe that your order is complete".

Has anyone had a similar experience, it seems like my upgrade has gotten lost in the ether, but BT thinks it has been done, and I assume I am now being charged for the higher package. 

Very frustrating.

[pippincp]

Assuming you are on a G.FAST connection rather than FTTP can you post your hub connection stats from Advanced settings/Information/technical log.

[darrenc1]

Hello @pippincp

Yes, it is G.Fast. The details are as follows, I rebooted the router this morning, hence the uptimes.

Connection status:



Connection type:

Fibre Broadband (G.fast)

Firmware version:

v0.33.00.12274-BT
Firmware updated:

11-Apr-2022

Downstream sync speed:

159.509 Mbps

Upstream sync speed:

29.348 Mbps

Network uptime:

0 Days, 10 Hours 12 Minutes

System uptime:

0 Days, 10 Hours 12 Minutes

[darrenc1]

Further details:

Product code:Hub
Firmware version:v0.33.00.12274-BT
Firmware updated:Mon Apr 11 15:18:29 2022
Board version:R01
GUI version:1.74 12_11_2020
DSL uptime:0 days,10 Hours13 Mins43 Secs
Data rate:29.348 Mbps / 159.509 Mbps
Maximum data rate:78.908 Mbps / 614.956 Mbps
Full Fibre (FTTP) Mode:Off
Noise margin:21.0 / 27.9
Line attenuation:0.0 / 19.9
Signal attenuation:0.0 / 19.9
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:539.4 MB Uploaded / 3.8 GB Downloaded
Broadband username:bthomehub@btbroadband.com
Public Wi-fi status:Activated
2.4 GHz wireless network name:BT-75A3Q5
2.4 GHz wireless channel:Smart (Channel 6)
5 GHz wireless network name:BT-75A3Q5
5 GHz wireless channel:Smart (Channel 36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
Software variant:-

[pippincp]

It would appear that the upgrade has not been actioned as your line is more than capable.

I've asked a mod to drop in to assist.

[darrenc1]

Thank you

[RobbieMac]

Hi @darrenc1

Thanks for your posts and welcome back!

Sorry you're not seeing the higher speed after your upgrade order has completed.  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

Thanks,

Robbie