full fibre 500 very poor

[Baz76]

Just recently upgraded my broadband from fibre 2 to full fibre 500, the speed test is showing only 0.63mbps. My internet is literally useless now 😫 I know it takes a few days to settle and optimise but this is ridiculous. I cant even facetime properly let alone stream movies or play xbox cloud gaming (which is why I upgraded in the first place) 🙄

[jac_95]

How are you performing the speed test? Over WiFi or with a wired ethernet connection?

[iniltous]

FTTP doesn’t take a few days to settle and optimise .
Was your F2 (80Mb ) broadband delivered by FTTC or were you already on FTTP , and the upgrade to 500Mb from 80Mb didn’t need an engineer visit ? .
If you are using the same FTTP kit that your 80Mb service was using , then obviously something has gone wrong and you need to report it , if you were on 80Mb on FTTC and were provided with a new FTTP ( full fibre ) ‘line’ , the tech should have demonstrated the new FTTP working .
I suspect you were already on FTTP , there is a very similar post ( a FTTP upgrade in speed ) that has left the customer with no service, your issue seems very similar ( unless for some reason you have posted the same problem twice )

[Baz76]

No this isn't a double post. 

Fibre 2 was direct from the phoneline to the hub,  with the upgrade the engineer came and drilled into the flat and installed a powered box on the wall which the hub was plugged into. 

No demonstration, was just told the work was complete and it would take a few days to settle and optimise (which I guess was nonsense)

[iniltous]

Was the tech Openreach or a contractor ? .

Unfortunately, you will need to report the issue to BT  , it may well be that although the tech should have connected your  kit and demonstrated it working and incorrectly stated that things ‘settle down ‘ , the problem may well be something they couldn’t directly resolve anyway ( if it’s a provisioning issue , basically your BT account not configured correctly ) .

If the PON light on the ONT ( the new powered box the installer fitted ) is steady green and remains that way , chances are the Openreach network is fine and it’s the ISP that needs to resolve the issue , but the technicians line about a few days to settle and optimise is nonsense, obviously to know for sure your ‘tests’ should be using a wired device and not wireless , you can run a BT test that measures speed to the hub .

[TimCurtis · Accepted solution]

@Baz76 

Are you using the SmartHub 2 and is the ethernet cable to the ONT plugged into port 4 of the SH2 and is that enabled within the SH2 as the FTTP port?

[Baz76]

Yeah was a contractor,

Ok will check the PON light on the ONT later when back home and take it from there. 

Thanks 👍

[Baz76]

Yes using the smart hub 2, the ethernet cable is plugged into the WAN port

[TimCurtis]

@Baz76 

Can I ask what the issue actually was?

[Baz76]

I have no idea, I turned off and unplugged everything (even deleted the BT app from my phone and reinstalled it) waited a while and rebooted. The WiFi is much better in the room with the hub, less so everywhere else. Will probably hard wire to the room where I want to play Xbox cloud gaming and watch 4K streaming anyway. But for now it seems like a major improvement