Returning to BT from Sky - why are my connection speeds now limited?

[Haggini]

I am a returning customer to BT - coming back from Sky. I use my own modem and router - have done with both BT and SKY fibre products in the past. 

Whilst at SKY I was achieving consistently a download speed of 60-70mbs and upload of 20mbs. 

Having now switched back to BT Fibre 2, which states average speeds of;

• Download speed - 67 mbs
• Upload speed - 19mbs

Why am I now only achieving speeds of 50mbs and <10mbs?

The only difference here is ISP - all equipment and cabling is the same - this leads me to assume that I am being capped in some way?

Here are historic graphs from my ORBI router showing the drop in speeds since returning to BT.

[naylor2006]

Aren't Sky one of the folks who have their own equipment in the exchange...even if it is rebranded Openreach stuff?

Potentially there is a difference.

[Haggini]

I don't personally know enough to confirm that - but that would be one differentiator if correct.

[rbz5416]

Sounds like you're on a Fibre 1 profile. Try CS & see if they can check, but it often needs Moderator involvement to resolve.

You may ned to temporarily  connect the BT/EE  Hub you were sent  before calling, or they'll likely wash their hands of the issue if they can't see it.

[Haggini]

Thanks, I spoke to tech support (plugging back in my BT hub etc).

They informed me that, having spoken to sales, I'm getting the 'max speeds that I paid for' and that there are no products that offer faster speeds available to me.

Now, BT Fibre 2 is marketed as uncapped / unlimited usage etc with average download speeds of 67mbs and upload of 19mbs. That's what I'm expecting when I sign up for the service - and it's what I know the infrastructure here can support.

Looking at what I was sent after signing up - I noticed this table in the order email. This whole section is labelled as a prediction, but I note two lines labelled as 'maximum' and 'minimum' - these match what i'm seeing in my speeds. Why are my service levels being capped - and to what look like Fibre 1 limits? 

Broadband speeds

We predict you'll get the following speeds: Your estimated download speed: 49Mbps - 50Mbps Your estimated upload speed: 8Mbps - 9Mbps Your Stay Fast download speed: 45Mbps Your maximum download speed will be: 51Mbps Your maximum upload speed will be: 9Mbps Your minimum upload speed will be: 8Mbps On average, customers with the same broadband package get a download speed of 67Mbps

I've always defended BT as a great ISP and have spent nearly 15 years with them - but this is the first time that I can't help but feel a bit cheated. I know my infrastructure can achieve the higher performance levels of the service, it's why I selected Fibre 2. I certainly don't expect BT to cap me to min/max rates?

Has anyone else experienced this and how did you resolve?

[imjolly]

assuming you did only ordered broadband only package can you enter your address and post results to show what is available to you and hopefully confirm fibre 2 available

like @rbz5416  posted it does look like you have a fibre 1 profile

https://www.broadbandchecker.btwholesale.com/#/ADSL

[Haggini]

Hi, thanks for your reply.

Here are the results;

[licquorice]

Easy enough to prove if you are on the wrong profile. What are your noise margins? If they are greater than 6dB, it will indicate you gave been capped on a fibre1 profile.

[Haggini]

Thanks, how do I check my noise profile?

To confirm previous question - broadband only package, no landline.

[licquorice]

No idea, you haven't said what modem you have. If you put the hub back on line it is shown in advanced settings>technical log> information