Fedup! Moved house, Fibre speeds capped at half speed (40meg)
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Fedup! Moved house, Fibre speeds capped at half speed (40meg)
12-06-2018 11:38 PM
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Hi folks ... I'll try to summarise,
I have moved house, i had fibre unlimited which i organised to get switched over to my new home on friday 8th June, Fibre was indeed switched over fairly quickly and i was online in my new house by the afternoon of the 8th.
First thing i did was try a speed test, which came back slightly disappointingly lower than 40mb (my estimate was 66 to 80mb)
I'm about the same distance from the cabinet as i was in my old property so i expected similar speeds (80/20) ... anyway, i logged onto chat and explained the issue .. one fella told me i have to log a line fault and may be charged £65 if the fault was found to be inside my property, but then nothing happened, he was supposed to run line test and sent me a txt message to say plug in router here etc etc then nothing, no further contact or messages.
Next day i got back on to chat and someone else tells me that my speed was capped at 40/10 ... which he would reset, gret i thought ... untill later that night nothing had changed, the connection is still exactly the same.
Next day i got back on to chat and complained about previous experiences, the advisor tells me that i must have a line issue as i'm 100% not capped at half speed ... arranges a line test and told me to run through a broadband issue form on the site which will arrange a Openreach tech to investigate .... It's now two days later and i havnt heard a thing, I cant seemt to find anything mentioning an issue in my account pages !!!!!!!!!!!!!!!!!!!!!!!!!
I have ran through the BT Wholesale speedtest site which reports as the attached pic -
My router reports SNR values ranging from 4db - 6db for upload and download so i doubt there are any line issues.
My router is connected directly to the master socket.
I've tried rebooting it, etc etc etc lol
Can someone please help me? i'm struggling to understand why it's taking so long to sort this out and why each advisor is making it so difficult!
Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)
13-06-2018 12:28 AM
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Have you put your phone number in the DSL Checker to see what your expected speeds should be?
Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)
13-06-2018 12:31 AM
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I hadn't, but here's the results
Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)
13-06-2018 11:45 AM - edited 13-06-2018 11:46 AM
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Sorry to hear your speeds are lower than expected.
Your definitely on the right profile on our suppliers systems as shown below.
Test Outcome | Pass |
Test Outcome Code | GTC_FTTC_SERVICE_0000 |
Description | GEA service test completed and no fault found . |
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 42.4 Mbps |
Upstream Speed | 8.7 Mbps |
Appointment Required | N |
Fault Report Advised | N |
NTE Power Status | PowerOn |
Voice Line Test Result | Pass |
Bridge Tap | Not Detected |
Repetitive Electrical Impulse Noise | Not Detected |
Estimated Line Length In Metres | 577.8 |
Upstream Rate Assessment | Low |
Downstream Rate Assessment | Low |
Interference Pattern | Regular Interference Observed Daily |
Service Impact | Retrains Observed |
Interference Duration Longest Occurrence | From 15:30 to 15:45 |
Interference Location | Unknown |
Interference Observed In Days | 5 |
Home Wiring Problem | Not Detected |
Downstream Policing Discard Rate | 0.0 |
Customer Traffic Level | Upstream and Downstream Traffic Detected |
Technology | VDSL |
Profile Name | 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off |
Time Stamp | 2018-06-08T12:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 38.3 Mbps | 44.2 Mbps | 41.3 Mbps |
Up Stream Line Rate | 8.3 Mbps | 8.9 Mbps | 8.7 Mbps |
Up Time | 818.0 Sec | 900.0 Sec | 898.1 Sec |
Retrains | 0.0 | 3.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2018-06-13T10:18:37Z | 2018-06-13T10:33:37Z |
Ingress Code Violation | 5 | 1 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
This is most likely a fault so I'd recommend raising this here
Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)
13-06-2018 1:32 PM - edited 13-06-2018 1:35 PM
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Thank you very much for the detailed information on this, much appreciated.
I will run through this fault log again, but this will now be the third time i've had to do this ...
EDIT**
Clicking on the link i get the following message:
I guess the issue is in the system still then? but i dont have any visibility of this in my account pages, and i havnt heard anything since logging it ... hmm
Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)
13-06-2018 2:10 PM
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