BT Fibre Package Question

[Acidbuk]

Hey BT Support!

So, we recently (as in a couple of days) had our BT fibre contract reach its renewal period. A BT Customer Service Rep called us, we are mostly happy with the service and he negotiated a new contract for us, "Fibre With BT Halo 3", but were struggling to work out what that actually means for our Fibre Internet because, I'll be honest its all a bit confusing. Our Previous contract stated that we were connected on Fibre with 35 Megabit download, Guaranteed for 30 Megabit.  When logging into the Website, Our new contract, According to the My BT "Your Products" Section below is as follows : -

As You can see, Highlighted in Red it is now a 'normal'  "15-16 Megabits, with a Guarantee of 13 Megabits,"  However, the Paper Letter we received with our new contract information from BT, gives the same estimate of 15-16 Megabit Download on one page, while another page later in the same document states that our new service is set with a Maximum of 15 Megabits download.

Meanwhile,  Elsewhere on the BT Website : -

Identifying information Redacted, This page clearly states our new contract as currently set up is "Fibre Halo 3" is for 25-27 Megabits Download Speed with a minimum guaranteed of 22 Megabits . But It Gets Weirder. Running the Wholesale Line Checker gives these results. : -

again Identifying information redacted, with a VDSL Range between 57-58 Megabits "High" and 36-42 Megabits "Low" download speed, with a Hardback range between 31-35 Megabits. with a Max Observed  of "29.9 Megabits", However, Log into the Hub itself and we get this: (it did drop out and reconnect this morning) -

with a current Upload of 5 Megabits and Download of 17 Megabits, and Maximum of between 13 Megabits Upload and 37 Megabits Download.

So my question, is what is going on here with our service and what can we expect from it. is the 15-17 MB an Estimate based on current line quality, are we going to get 27-30 like before when the line quality improves as it usually does in the dry summer (as our line has always been temperamental due to noise on it)  and its terrible in the winter,  or are we "Capped" at 15 MB like the letter said in the small pint and have had our Fibre contract downgraded from 35MB at source to 15MB and no matter what it syncs at that is all we'll now get out of it?

[licquorice]

The speed you get has nothing to do with your package or any estimate, you get the fastest speed your line will support. You clearly have a problem with your line so DLM has reduced your speed in an effort to provide a stable connection.

You need to report the fault.

[imjolly]

Your connection time is only 10hrs and your noise margin is night at 16db whereas normal is about 6db. 

Try dialling 17070 option 2 with corded phone and it should be silent

[Acidbuk]

@imjollySo we're not had locked we'll keep getting the highest speed we can? that's great news, Bit of Feedback for Corporate if that's okay - Please make this more clear, its been a very difficult experience all day trying to work out exactly what we are paying for and what we can expect when multiple legitimate sources are telling us different thngs.

Yeah, We know there is a fault somewhere, we know our kit is okay inside, Router is plugged into the master, filters on all correct sockets etc, there is a LOT of noise on the line, its external, BT are aware of it according to fault tracker and are tracking it down, the last time it went like this was a few years ago, there was a high resistance fault on the line, its because our line comes off one of the old poles, so its fully exposed in all the bad weather most likely that's the problem again something has most likely come loose.

Again. Thank you for the help piece of mind.

[licquorice]

Yep, get the fault fixed and your speed will increase. Make sure the engineer asks for a DLM reset after clearing any fault he/she finds.

[imjolly]

If you get fault fixed so line is silent and the engineer does a DLM reset then your speed should be back to what it should be.  Whichever package you select should not have any affect on your connection speed.  Halo is an add on and does not affect connection speed