Wrong IP Profile

[rermpook]

Hi All

I have recently jointed BT broadband again on an enhanced Fibre 67 and was given an estimated download speed of 62 Mbps. (Previous provider was attaining 62 plus speeds)

I checked the speed while the Outreach installer was on site to find it was 30.2 Mbps. The engineer said I was on the wrong IP profile 10/40. He said I should have been on 20/80 to attain the estimated download speeds. following numerous phone calls I have had four engineers on site all saying the cabling is fine and that I am on the wrong profile. Complaint got escalated to the Miss Sold department who firstly didn’t understand about IP profiles then flatly denied anything was wrong BT’s End and said rudely I have no redress. I live next door and have ee essentials Fibre 67 where I am getting 60plus Mbps download speeds. Same cabling distances and cable routes as my BT Broadband. Any suggestions as I’m hitting my head against a brick wall.

thank you 

Rermpook

[Manatarms84]

If you are not getting the speed you have been promised I would deffo have a conversation with the technical team at BT who will be able to look at whatever is going on including your line profile and can have it updated if needed.

You can either give them a call or text GUIDE to 61198 and someone will call you back.

[rermpook]

Hi Manatarms84

Thank you. I will persevere then.

rermpook

[iniltous]

To check what you have been told is correct , post the connection statistics from your SH2 router and also check the confirmation email about the product you bought ….FWIW , if you were incorrectly put on an ‘Essential ‘ product profile (40Mb) when your line is capable of 60+ (BTW where are you getting your product names , there is no Enhanced Fibre 67 product )  , 67Mb is around the speed 80Mb F2 (Fibre 2 ) has to be advertised as  , the average speed of 67Mb , it’s more likely there is a fault than misconfiguration , your router stats will reveal all.

[rermpook]

Hi Distinguished Guru

Thank you for your reply.

This is the deal I am on except paying about twice as much.

Enhanced 76 Standard Fibre

Part Fibre

24-month contract

Average speed

73.6

Mbpsdownload

18.4

Mbpsupload

61.64 MbpsMinimum guarantee

Monthly price  (Ex VAT)

£3 saving applied

£36.95

until 31 March 2026

Increasing to:

[rermpook]

Hi Distinguished Guru

Hub settings below:

This is a list of your BT Business Smart Hub settings and current statistics.

Product code:Business Smart Hub 2

Serial number:+101222+2239004093

Firmware version:v0.31.00.08028-BT

Firmware updated:Wed May 7 09:24:41 2025

Board version:R01

GUI version:1.81 13_03_2024

DSL uptime:4 days,01 Hours27 Mins01 Secs

Data rate:9.995 Mbps / 40 Mbps

Maximum data rate:22.506 Mbps / 75.604 Mbps

Full Fibre (FTTP) Mode:On

Noise margin:14.7 / 15.3

Line attenuation:4.4 / 11.5

Signal attenuation:4.4 / 11.6

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:15.1 GB Uploaded / 90.0 GB Downloaded

Broadband username:btbusinesshub@business.btclick.com

Public Wi-fi:EE WiFi - On

2.4 GHz wireless network name:BTB-JRCG9F

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BTB-JRCG9F

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:AC:B6:87:D4:10:F4

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

[iniltous]

…

[iniltous]

Are you a business customer ?

[gg30340]

Are you a BT Business customer. If you are you will need to post on the BT Business Forum.

https://business.forums.bt.com/

[rermpook]

Have posted on the Business forum now.