Broadband speeds

[remmie]

Hello, I am looking to renew my broadband but I am having trouble establishing what I need based on what I currently have.

I currently have Fibre 100 with Halo 1 according to my bills. One of the benefits of this is a 100mb guarantee. However, when I look at my speeds explained it says:

Normal available speeds

Your normal available download speed will be between 68-73 Mbps

Your normal available upload speed will be between 17-18 Mbps

Minimum guaranteed download speed

Your minimum guaranteed download speed will be 64 Mbps

So do I need something less than fibre 100? 

Have I been paying for 24 months for something I didn't actually get?

I have spoken to BT but they say think it is a printing error and I am not actually on fibre 100. Is that really a good enough explanation?

Anyone able to help me understand what it means in layman's terms.

Thanks

[licquorice]

Are you connected by a copper cable (hub plugged into a master phone socket) or full fibre with an ONT (optical modem) as well as the hub?

If the former, could you please post the connections stats from your  hub.

[remmie]

Hi,

Thanks for your help I am a hub plugged into a master socket so I suspect that means I can never be very fast.

I am not sure how to test it, I used speedtest.net. It said download 72.66mbps and upload 15mbps. I have no idea how that relates to 100Mb.

[JamesBand5]

Can you get FTTP broadband? As in if you type your address/postcode into the BT broadband checker on the website, does it say you can get "Full Fibre" Ultrafast products?

On copper (FTTC) broadband, then the speeds will be more limited and more variable. A Full Fibre connection is fibre all the way to your home and connects to a new box (an ONT) rather than the old Master socket. Full Fibre tends to be far more reliable and you can opt for various speeds which can go magnitudes higher than copper based broadband products.

As for needs, it all depends on personal requirements. In general, the more speed/bandwidth you can get, the better. Full Fibre itself is more reliable (stable and constant speed coming into the property) than FTTC broadband. So if you can get Full Fibre, definitely look into that before renewing. 

In general at present, for most people, most online applications require much less bandwidth than the 900Mbps/1Gbps maximum speeds on offer on Full Fibre for now. Most of the time, for streaming HD, or even 4K content on a single device (TV, computer, phone, tablet etc), you wouldn't need the full capability of such a connection. You would probably only theoretically need 30-50Mbps at most per 4K stream for that device. Even an 8K stream would need maybe 100Mbps. Simpler tasks like browsing to shop would require less. The faster the connection, the better the theoretical connection (all other things being equal, e.g. having a faster computer/tablet also helps). One thing to note is also the number of devices/people in the household using devices at the same time. For instance, if you had 4 people ALL streaming 4K content on 4 separate devices at the same time, then you'd ideally want around 150Mbps to ensure everyone has enough bandwidth across the entire household and some to spare. 

The advantage of Full Fibre broadband is the reliability and the full speed/bandwidth is more consistently reliably delivered into the property. You can choose different FTTP products ranging from around 100Mbps all the way up to the 900Mbps products. With copper FTTC products, the maximum speeds tend to be lower (probably 75Mbps at most) and are often not as consistent or reliable connections versus having Full Fibre to the property. They also vary depending on distance from the cabinet/exchange. 

If you were someone who had to download a lot of high volume files for work, or download movies, games or generally deal with a lot of processing of content, then having higher bandwidth certainly helps. So in that case the higher you go all the way up to 900Mbps, then the shorter the time you need to download things. 

[imjolly]

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[remmie]

I have had two engineer visits.

The first engineer came into the house and checked the speed which was 74 and suggested my line was capped. He said there was nothing wrong my side of the line.

I went to BT with this and they sent a second engineer agreed that I was only getting 74mb who said that I had a 80/20 line and that I was not going to be able to get my fibre 100, however there is GFAST here and I would need a different specialist engineer. He said that BT can see I have an 80/20 line and so he could not understand why I was on the fibre 100 Halo 3 package because it isn't possible on an 80/20 line.

Today an engineer was due to visit, I waited in but noticed online that my fault has been fixed. I spoke with BT and they said yes, my broadband was working now. I explained it had never not worked and that wasn't the issue! They say I required a FFSI engineer and need a 4th appointment.

I feel I am just going round in circles. I understand I am meant to get speeds of 100MB and I am not. BT agree I am not getting fibre 100 but say it is fine because I do have an a connection. I believe I am paying for something I am not getting. 

Who is right? I really don't understand! Grateful if anyone can explain.

Thank you

 

[licquorice]

Your line has been mis-provisioned as VDSL rather than G.Fast. I'll ask if one of the mods can intervene as you don't seem to be getting anywhere via normal channels.

If you could post your hub stats as requested, we can see if that is definitely the case.

[DanielS]

Hi @remmie,

I am sorry to see that you have had multiple engineers out on this and are no further forward. I'd like to look into this for you and find out what's going on and get it resolved. I'll send you a private message with some details that I need.

Also, thanks @licquorice for dropping me a line about this.

Thanks
DanielS

[remmie]

Thank you, I have replied to your private message. I do have another engineer booked for this Monday. 

Ruth

[remmie]

I have screen shots but they are too big to load and this system doesn't take PDF. If you could tell me what figures would help you diagnose the issue I can screenshot just that bit.

Thank you, I am very grateful because I believe I am not on a GFast line. One engineer has told me he thinks my line is capped, another says it is only 80/20 but BT tell me the engineers are wrong.