Upgraded from fibre essentials to fibre 2 but speeds to hub haven’t increased

[licquorice]

Indeed, that would be my guess.

[rothwelljohn7]

 

[rothwelljohn7]

yes it is strange, above is what my BT app says 

[rothwelljohn7]

Any advice as calling BT was hopeless yesterday? 

[iniltous]

It’s a bit if a shame , this is the kind of issue the previous moderation team would have taken on board , got resolved and posted back , unfortunately the moderation policy seems to Have  changed and it seems to be now the moderator will simply suggest contacting customer support, even though you have already done that , FWIW , it seems you are indeed still on the 40/10 Mb profile

[imjolly]

try using message now in billing and see if they can help or direct you to someone that can  your upgrade has not been processed as others have said

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[rothwelljohn7]

Thank you for your advice, they have run remote tests and attempted to reconfigure router bit speeds still 36mps not 49-50mps

they are convinced the speeds should be possible and are included in new package 

engineer visit to check external factors 

[gg30340]

It has nothing to do with your router or anything an Openreach engineer calling at your home can deal with. It is a Software Billing issue that needs BT need to amend in order to lift the speed cap on your previous broadband package.