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tarbat
Aspiring Expert
1,183 Views
Message 1 of 15

Throughput or Sync issue?

I have BT's FTTP 80/20 service - SUPERFAST FIBRE 2.

Whenever I try to run the "Test my speed" option on the BT hub, I eventually get to a question that asks me - "Was this a throughput issue or a sync issue". How should I answer this question?

This is after a series of steps where the test tells me that "We couldn't test your speed
We can't see your Hub online so we're not able to run a speedtest for you at the moment."

Not sure what that message really means either, since I can use the internet okay. Is it normal on an FTTP service for the speed test not to be able to see the Hub?

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: Throughput or Sync issue?

have you now moved to Ultrafast or still on superfast 2



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tarbat
Aspiring Expert
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Message 3 of 15

Re: Throughput or Sync issue?


@imjollywrote:

have you now moved to Ultrafast or still on superfast 2


Still on Superfast Fibre 2 at the moment. Does that make a difference for speed testing?

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tarbat
Aspiring Expert
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Message 4 of 15

Re: Throughput or Sync issue?

So, once I’ve selected SYNC ( not sure what it means), it does more tests and then wants me to book an engineer appointment next week. Will I be charged for this when the engineer finds that our broadband is working perfectly?

Really puzzled why BT think our hub isn’t connected when it obviously is.

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pompey1898
Recognised Expert
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Message 5 of 15

Re: Throughput or Sync issue?


@tarbatwrote:

I have BT's FTTP 80/20 service - SUPERFAST FIBRE 2.

Whenever I try to run the "Test my speed" option on the BT hub,What hub do you have please ?  I can't find any option to run a speed test on my HH5 

 

 

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tarbat
Aspiring Expert
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Message 6 of 15

Re: Throughput or Sync issue?

Hub says that it’s a  BT Hub 6A - sent by BT when I signed up for a FTTP a few months ago. There’s a button on the main page that says “Broadband Performance Test”.

Anyway, the system has now booked an engineer appointment, but not sure what they’ll do given the service is working but BT’s system says the hub isn’t connected. Very puzzled by the whole thing, and I do hope BT don’t charge me for the visit.
 
I do wonder if this has anything to do with BT having to cancel orders, etc. when Openreach spent months re-laying the blocked duct to put the fibre in. Also wonder if this is linked to my other problem of not being able to upgrade online to a 150/30 FTTP service.
 
Can anyone suggest a likely cause for these problems? Seems like a setup problem in BT's systems somewhere, particularly given the product I've been put on doesn't exist as an FTTP product any more.
 
EDIT: Just remembered that when they installed the ONT, initially the PON light wouldn’t come on, and the engineer said something about the wrong connection being activated. Could that cause this type of problem?
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tarbat
Aspiring Expert
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Message 7 of 15

Re: Throughput or Sync issue?

So now when I run a speed-test now, after various stages of checking, the tester concludes that "We've found a fault outside your home. Confirm your contact details and we'll fix it". It also says we'll be unable to make phone calls, but why would that be the case? Landline is on the copper line, broadband is on the fibre.

How can I find out when BT will fix it?

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pippincp
Distinguished Sage
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Message 8 of 15

Re: Throughput or Sync issue?

If your only problem is being unable to run a speed test via the hub don't hold your breath on it being fixed any time soon. It will be very low on any list of priorities.

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iniltous
Guru
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Message 9 of 15

Re: Throughput or Sync issue?

If your service is FTTP , there is no negotiating a sync speed as with ADSL/VDSL which are rate adaptive , you ‘sync’ at whatever speed the package you purchased is ( so 80Mb/20Mb in your case )
What exactly is the problem, can you run speed tests on third party speed checkers ?, is it just the BT Wholesale checker that you cannot use, if you can use third party checkers are the speeds reported what you would expect ?
You seem to be risking a potential call out charge, for something that doesn’t seem service affecting, if someone insisted their ISP called OR out because they couldn’t reach one particular website , and the reason wasn’t anything to do with what OR are responsible for, it could get interesting as far as call out charges are concerned.
The fact you seem to be asked irrelevant questions , suggests that perhaps although you are FTTP for whatever reason you are not recorded as such, it may be due to your landline number associated with copper and your broadband FTTP.

Do you use your landline number to identify yourself to these systems ? , perhaps it should be some sort of unique fibre identification , perhaps something linking the PSTN and FTTP is missing, if that is the case it probably would be BT not OR, and no doubt nothing an OR engineer could solve with a home visit.
If you haven’t arranged this call out with the specialist FTTP team,  but the ordinary customer service reps, I would consider cancelling the visit

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tarbat
Aspiring Expert
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Message 10 of 15

Re: Throughput or Sync issue?


@iniltouswrote:

If you haven’t arranged this call out with the specialist FTTP team,  but the ordinary customer service reps, I would consider cancelling the visit


I haven't arranged anything, it's BT's speed test page that said there's a fault and raised the fault log. I presumed BT would be coming out to fix it, not Openreach.

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