https://pbtcsc.saas.nokia - Hub Smart Speed Test

[Quesada]

Hi.

Product: Full Fibre 900 with Halo 3

I have an intermittent fault which seems to cause the throughput speed to my ONT to drop. When I notice the issue, I routinely run the speed test within the "MyBT" app, which consistently indicates that my hub download speed doesn't meet their Stay Fast Guarantee. 

Although this has been happening almost every other day for over 7 months, it was only in November, that the fault manifested itself, whilst I was on the phone to customer support.

However and as Dominic had kindly sent me the “https://pbtcsc.saas.nokia - Hub Smart Speed Test”  to my iPhone, it allowed me to run the test myself, whilst he was running his own diagnostics.

It transpired that his readings differed from mine.

Having instigated further tests, a “Stale PPP session fault” was discovered.  The way he explained it, was that the BT diagnostics mechanisms were reporting false positive results, in that the readings being received by him, were “hereditary and not “live”.

Two months later and after several visits form engineers, the fault remains.

The fact is that BT are insistent that the results of the tests taken via the “MyBT” app are irrelevant, as they are supplied by a third party?

However, they will not routinely provide me with the “https://pbtcsc.saas.nokia - Hub Smart Speed Test” , whose results they will accept, unless I raise a fault issue on a daily basis, which is such a laborious process.

Has anyone else suffered a similar experience and do you know of a way to obtain this link, without going through customer support.

Regards

John

[Keith_Beddoe]

@Quesada 

Unless you are running a speed test using a fast computer directly connected using an Ethernet cable to the BT Smart Hub 2, then any results are meaningless.

Results over a wireless connection are not accepted by BT, or any other ISP.

[Quesada]

Hi Keith

With respect, therein lies the issue.

The fact is that it has been proven that the tests carried out on site, by BT Openreach engineers, cannot be relied upon.

Although they routinely connect their lap tops directly into either the ONT or the Hub, via an ethernet cable, they simply will not accept, that they may be receiving false positive results.

Although this is a known issue, it is only if I am able to run the “https://pbtcsc.saas.nokia - Hub Smart Speed Test” , whilst they are on site, that I can demonstrate that the results they are receiving are false.

[Keith_Beddoe]

BT Openreach do not exist, its just Openreach.

You are referring to Openreach Field Technicians who do the onsite tests. 

As long as the speed is above the minimum guaranteed speed, then there is no fault.

Speed will vary as you are sharing a 2.5Gb backhaul connection with 31 other users, so you will only get whatever is available at the time the test is run.

[imjolly]

the 'stay fast Guarantee' is the connection speed to your router not download speed to your devices and certainly not wifi

[countrypaul]

@Quesada - your link does not work. Can you correct it ?

[Quesada]

I'm afraid that you are not listening.

It has already been proved that the tests being carried out remotely via Customer Support and those carried out on site, by Openreach engineers, are producing false positive results.

This is a known fault referred to as a PPP Stall.

The only means available to me, to measure the incoming signal and more to the point, whose results BT will accept, is the “https://pbtcsc.saas.nokia - Hub Smart Speed Test” .

However, BT will not provide me with this link, unless I go through the laborious process of raising a fault, every day.

[Quesada]

The link has a short life span. It's not clear if it is valid for 24 hours, or a certain number of tests.

[Keith_Beddoe]

@Quesada 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

You will need to raise the issue direct with BT Retail, as nobody on this forum will be able to help. Try complaining and see where it gets you.

https://www.bt.com/help/contact-bt/complaints

[Keith_Beddoe]

You also raised this before https://community.bt.com/t5/Home-setup-Wi-Fi-network/Full-Fibre-900-with-Halo-3/td-p/2314671