Slower than expected DL

[Keltic]

Hi, I sure I'm not the only one with the problem but i upgraded to Full Fibre 900 Halo 3 on Wednesday, i've been keeping an eye on things and my internet speed is sitting around 400 - 500 mb, this is on a wired connection directly to the Smart Hub 2 which has Firmware v0.39.01.04077-BT.  Also on the hub i have switched off wifi and have nothing else connected while testing. Ethernet cables checked and replaced with new cat 8 cables just to be sure and laptop is a fully updated gaming machine. I'm also on the Halo 3 guaranteed min 700mb package. I would appreciate if someone could have a look at this for me. Many thanks in advance.

 

[Keltic]

I have been able to get in touch with customer support and there appears to be a fault on my line, engineer scheduled for Monday and a replacement router as well, in case its part of the problem.

[Keltic]

Ok this is weird, just wanting to know if anyone has similar, basically OR engineer came out and respliced fibre due to a fault and DL speed went up to 980mbps,  couple hrs later it was back to 400mbps. Second OR engineer came out and replaced ONT, He connected directly into ONT and was only getting 400mbps roughly DL speed even though the ONT is checked at back end and opened at over 900mbps. He returned the fault to BT as they think my line is throttled or not set up correctly, BT have now escalated the fault back with Open Reach. Don't get me wrong, everyone has been helpful but it seems to be going round in circles. Basically my line is opened at 900 mbps but the throughput is limited to under 500mbps. 

Has anyone seen a similar issue and if so, what was the fix ?

[iniltous]

Try connecting your laptop directly to the ONT , and set up a PPPoE session, and try a speed test etc, this removes the router as the potential problem .
If you have had confirmation that your service has been correctly configured as 900Mb and not 500Mb , then if the direct connection to ONT is still around 460Mb then it presumably is an issue at the headend ( everything between the OLT headend and ONT is passive ) however although you have a powerful gaming machine capable of Gb speeds there are a myriad of potential software issues that could be responsible for poor performance , so unless you have already tried a different Gb capable device , you may want to explore this ….FYI , optically your connection is identical to every other member on your PON , if you are correctly provisioned at 900Mb and your ONT has already already swapped out , then it cannot really be just your ‘line’ affected, but every other person on your PON .

[Keltic]

The Open Reach engineer connected directly to the ont and confirmed only 400mbps on his laptop as well, I have tried both mine and my daughters laptop as well as an xbox series X and all sit around the 400mbps hardwired to router. I have had both laptops connected to high speed  before and have seen them test out 980mbps before. 

[iniltous]

It would seem that whatever the issue is , isn’t something the Openreach field tech will be able to directly sort out , TBH the initial fault diagnosis of a ‘line fault’ was unlikely, fibre either works or doesn’t , it’s not like copper where speed is reduced to mitigate line problems .

I would suggest you need your individual profile  deleted and then re-provided ( by BT )  ,  incase of some corrupted data  ( reporting 900 but not delivering it ) or there is a more fundamental issue at the headend  that would require a more specialist Openreach tech to diagnose and fix , hopefully if the tech that visited established that even with their own equipment the line rate was too low , they passed the problem to the appropriate people.

[Keltic]

Thanks for the thoughts on this, initially there was multiple drop outs and the fibre had to he respliced as the light readings where at 24.6, this reduced it to 16, then the ont was replaced as they thought possibly faulty port. I think at the minute BT customer support has escalated it to next tier Open Reach, and are trying to get information from Wholesale as well, seems to be a head scratcher. When it's finally fixed I'll leave a reply to say what happened. 

[patrick20]

Hi am going through the same thing .

After 3 months going from 100 mb to 500 mb then to the top deal at 900 mb just for the internet to drop back down still up and down when other uses are on .

After the executive resolution team got involved we started to understand whats happening but waiting for some written information.They advised to drop back down to 500 mb see if that works then if it doesn't work drop down again to 100 mb.

check how many line are going to the telegraph pole  then aske the provider what is the mb to the pole 

when i get written information i will post it for you  

[iniltous]

TBH , the  number of people on FTTP on the same ‘telegraph pole’ is irrelevant , but if you are feeling the effects of having many intensive users on the same ‘splitter’ , then at peak times there may be a slowdown but it’s not like 900Mb is capped at 500Mb or , 500Mb capped at 100Mb , it’s dynamic bandwidth allocation, so if an intensive user stopped ‘downloading’ , then that frees up ( for everyone currently downloading) extra bandwidth, that doesn’t seem to match your symptoms, perhaps the OP may comment on what was necessary to resolve their issue ( assuming it was resolved ) , if at the end of any investigation it’s simply others hogging bandwidth leaving your service constantly below the minimum guaranteed speeds you should be able to quit penalty free , but TBH , if that is the problem any ISP would not be able to do any better , as in these type of situations it’s  the Openreach part ( that any ISP would also use ) that’s congested