upgrade from 100 to 900 help

[mnich]

Hey, I upgraded to fibre 900 a few days ago and my order is complete.  I was told my service has started but my broadband speed has stayed the at the old slower speeds.

Restarted the fibre modem and the router, but it stays at the slower speeds still.   

[WSH · Accepted solution]

This is only a customer to customer help forum.  The only BT employees are the moderators and everyone else, including me, are fellow customers.  I think you'll need to ring customer services about that one.

[licquorice]

Indeed. It would appear the order hasn't been completed.

[Kodikid]

There's no way around it you're going to have to ring them and ask them to check it from there end.

Least this way they will identify the issue and send an engineer out if they can't sort it remotely.

Also from personal experience I would lower my expectations of the 900mbps. 

[iniltous]

How are you measuring the speed , wireless or wired , and on what type if device ? 

100Mb seems suspicious, and TBH , as  the FF100 speed is actually 150Mb download on FTTP so was 100Mb all you ever saw on the previous speed profile, let alone the new profile, some older devices and old Ethernet cables are only capable of 100Mb , so is the ONT connected directly to the router with a decent modern cable (preferably the one supplied by Openreach ) and are you using a wired modern device (laptop / PC) with a Gb rated Ethernet adapter ?

Its always possible that your profile hasn’t been changed even if you are told it has been , but you need to be sure it’s not your own setup , as an example if someone was using powerline adapters to connect the ONT to the router , then testing without that in place is necessary otherwise the test is of no use 

[mnich]

Thanks for the feedback, I will get onto BT.

The speed test was done on a gigabit computer and a WiFi 6e phone, the download speed is about 140..

I am not using the old WiFi 5 smart hub 2 but a nighthawk router with a 2.5g connection.

I got help from BT on one of these forums years ago with returning old routers that is why I thought it was worth a post...

🙂