{"id":1924,"date":"2012-12-27T01:42:30","date_gmt":"2012-12-27T01:42:30","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=1924"},"modified":"2014-03-20T10:03:02","modified_gmt":"2014-03-20T10:03:02","slug":"when-slow-speeds-become-a-fault-on-bts-fttc-superfast-broadband","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2012\/12\/when-slow-speeds-become-a-fault-on-bts-fttc-superfast-broadband.html","title":{"rendered":"UPDATE Identifying Slow Speed as a Fault on FTTC Superfast Broadband Lines"},"content":{"rendered":"

Most people aren’t familiar with the point at which BT<\/a> identifies slow\u00a0speeds as a fault<\/strong> on its\u00a0Fibre-to-the-Cabinet <\/strong>(FTTC) based superfast broadband ISP network. Did you know that a fault can be declared if the line rate drops by more than 25% over a 14 day continuous period? No? Read on.<\/p>\n

<\/p>\n

UPDATE:<\/strong> Since first writing this article it should be noted that FTTC has been changed to handle minimum speeds of at least 2Mbps (the article below states the old minimum of 5Mbps).<\/span><\/p>\n

Firstly, it’s critical to note that FTTC\u00a0works by delivering a fast fibre optic<\/strong> cable to\u00a0your local street level cabinet, while the remaining connection (between cabinets and homes) is done using VDSL2<\/a>\u00a0technology via\u00a0existing copper cable<\/strong>. This is similar to current ADSL<\/a> broadband but faster over short distances.<\/p>\n

The\u00a0“last mile<\/em>” run of existing copper cable, which takes\u00a0the operators\u00a0service directly into your home, is crucial because the copper and VDSL2<\/a> components are still very much distant dependent<\/strong> technologies and can thus be\u00a0highly susceptible to interference (e.g. such as the disruption created over longer lines).<\/p>\n

In short,\u00a0FTTC services\u00a0are usually\u00a0happiest when\u00a0they’re being pushed down lines of\u00a0400 metres <\/strong>or less from your local cabinet and\u00a0once you get above that the speeds really begin to fall away (the current maximum speed is 80Mbps). Experiences vary but we know of people who have gained a download rate of around 16Mbps at some 2000 metres<\/strong> from their street cabinet.<\/p>\n

But distance isn’t the only factor. Faults can be caused by all sorts of things, such as physical\u00a0line damage, water ingress into cables, local electrical interference, line card problems, lightning, nuclear strikes, a zombie apocalypse.. you get the picture. But, short of a total service breakdown,\u00a0how\u00a0far does your speed have to\u00a0fall before it officially becomes a fault and thus worthy of further investigation? There are several considerations.<\/p>\n

Take note that the\u00a0following applies to FTTC products delivered over the BT<\/a> Wholesale Broadband Connect (WBC) platform, which dominates the UK and is also relevant to\u00a0some unbundled (LLU<\/a>) ISPs with FTTC products. The separate Digital Region<\/strong> network in Yorkshire<\/em> has its own unique variant of FTTC that is semi-separate from BT’s network and may adopt a different solution.<\/p>\n

Fault Threshold Rate\u00a0(Download)<\/span><\/h3>\n

The first and most recognised port of call\u00a0is\u00a0the “Fault Threshold Rate<\/strong>” (FTR). BT’s latest FTTC products come with a threshold of either 5Mbps\u00a0or 15Mbps. Service download (downstream)\u00a0speeds that fall outside of these, whichever is relevant to your particular line when you first\u00a0sign-up, would require BTWholesale to investigate (Note:\u00a0ISP’s won’t sell you an FTTC service unless your\u00a0line can get above\u00a05Mbps and\u00a0some ISPs will only support products delivered\u00a0via the 15Mbps Threshold).<\/p>\n

In other words, if you sign-up to a line that can only deliver speeds of between 5Mbps\u00a0to 15Mbps then you’d typically come under the 5Mbps Threshold<\/strong> (i.e. sub-5Mbps\u00a0is considered a fault that should be investigated). Alternatively if an ISP promises you speeds of above 15Mbps on FTTC then the same would apply via the 15Mbps Threshold<\/strong> (i.e.\u00a0sub-15Mbps is classed as a fault).<\/p>\n

It’s worth pointing out that both BTWholesale and Ofcom<\/a> (Broadband Speed Code 2010<\/a>) have separate but similar measures that allow ISP customers to have their connection\u00a0ceased free of charge<\/strong>, albeit only if your service speed experiences a significant fall\u00a0that the provider cannot adequately fix (usually applicable within the first 90 days of service provision).<\/p>\n

Ofcoms Broadband Speed Code 2010 (Line Speed)<\/strong><\/p>\n

“ISPs must state with equal prominence to other written information provided that if the consumer receives an access line speed which is significantly below the estimated access line speed range then the customer will have the ability to leave their contract without penalty if [the ISP is not] able to resolve the problem<\/em>.”<\/p><\/blockquote>\n

Just remember that these rules all relate to actual line speeds<\/strong> and would not apply if, for example, the slow performance is caused not by the line itself but by you having a poor wifi<\/a> (wireless) signal from your router. The latter could be solved \/ tested by simply switching to a wired connection.<\/p>\n

Fault Thresholds Rate (Upload)<\/span><\/h3>\n

Even FTTC upload\u00a0speeds have an Upstream\u00a0FTR<\/strong>, although these adopt a more dynamic method from that of the above pre-defined downstream level. Generally speaking most current FTTC products come with a maximum\u00a0upload speed of either 2Mbps, 10Mbps or 20Mbps.<\/p>\n

<\/p>\n

In the case of a 2Mbps upload your FTR would be 4% of the downstream<\/strong> rate or 128Kbps, while for the 10Mbps and 20Mbps speeds it would be 22.5% of the downstream<\/strong> rate or 2Mbps (note: 128Kbps or 2Mbps are both definitively faults on their respective products as they fall well below the 4% and 22.5% rules). This is best explained with a simple example, not least because the actual upload rate you receive will still depend upon the quality of your phone line and this real-world figure is what actually\u00a0counts when reporting faults (i.e. not the advertised rates).<\/p>\n

Let’s say you sign-up for a 40Mbps (10Mbps uploads) superfast broadband package but your ISP estimates that the line itself will only deliver 30Mbps (7Mbps uploads)<\/strong>. This means that the 22.5% rule would apply to your service, thus 22.5% of 30Mbps (downstream rate) is 6.75Mbps<\/strong>. In other words, if you experienced upstream speeds of below<\/span> 6.75Mbps then that would be classified as a fault (i.e. 6.75Mbps is just the FTR level for your specific line and has not been breached because you already\u00a0sync\u00a0at 7Mbps).<\/p>\n

It should be said that, according to some ISPs, Upstream FTR isn’t all that useful<\/strong> for faults because the operator can\u00a0often just drop the downstream speed margins to stop that happening (i.e.\u00a0changing the FTR level back into\u00a0their favour so that the slow speed isn’t classed as a fault anymore). Crafty.<\/p>\n

NOTE: The previous 14 days history is checked to qualify the presence of any potential issue when such faults are assessed.<\/p>\n

The 25% Rule<\/span><\/h3>\n

A lesser known fact is that of the 25% rule, which usually applies to services that initially sync up at 15Mbps Downstream\u00a0or above. According to BTWholesale, “if the line rate drops by more than 25% over a 14 day continuous period then a fault can be reported<\/em>“. In practice it helps to have a vigilant ISP on your side for this one as they’re best placed to provide BT with the necessary data.<\/p>\n

Best Efforts<\/span><\/h3>\n

Some people often get confused between the above FTR rules for line rates\/sync speeds and that of the “Best Efforts<\/em>” performance promised by ISPs, which is entirely different and relates to throughput traffic<\/strong>.<\/p>\n

Throughput (actual data traffic) depends on both your connection speed and also the available bandwidth between yourself and the source of the data through BTWholesale and the ISP’s network. This thus has more to do with the ISPs own quality of service and capacity at the exchange than the capability of the line itself.<\/p>\n

BTWholesale’s FTTC products are promoted\u00a0alongside a minimum downstream\u00a0“Best Efforts<\/em>” rate of at least 12Mbps for the Standard<\/strong> service\u00a0and at least 16Mbps for the Elevated<\/strong> option (i.e. BTW promises a\u00a0throughput level<\/span> of at least 90% for the busiest [peak]\u00a03 hours of the day); applicable to lines on the standard\u00a015Mbps FTR.\u00a0Home users will usually be assigned to the ‘Standard’ service.<\/p>\n

Customers whom experience slow “Best Efforts<\/em>” throughput speeds can’t report it as a fault with the line itself,\u00a0although savvy ISPs can sometimes escalate it as a general problem to be fixed (especially if it relates to a capacity issue at\u00a0BT’s exchange). In other cases the ISP itself might be\u00a0to blame, which\u00a0can sometimes be solved by swapping\u00a0provider or nudging them to deliver the promised\u00a0service.<\/p>\n

Take note that lines which fall within the slower 5Mbps FTR have a slightly different Best Efforts<\/em> rule but hardly anybody will be affected by that\u00a0and it’s tricky to explain.<\/p>\n

Conclusion<\/span><\/h3>\n

As a consumer it’s important to know when something is going wrong or if such behaviour is normal.\u00a0Always\u00a0keep copies of what your ISP promised<\/strong> when you first subscribed (e.g. a\u00a0screenshot of the speed estimate for your line) and perform periodic speedtests to make sure that everything is performing normally.<\/p>\n

It’s similarly important to remember that service speeds, even on FTTC lines, do vary. The loss or gain of a few\u00a0megs here or there\u00a0is usually nothing to get too concerned about, especially when it occurs at peak times<\/strong> where capacity is shared<\/strong> between many users.\u00a0But keep an eye out for sharper\u00a0problems that\u00a0become more persistent or which break the above rules and, if necessary,\u00a0involve your ISP. Check out our ISP\u00a0complaints section for more help.<\/p>\n

ISP Complaints and Advice<\/strong>
\nhttp:\/\/www.ispreview.co.uk\/new\/complain\/complain.shtml<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Most people aren’t familiar with the point at which BT identifies slow\u00a0speeds as a fault on its\u00a0Fibre-to-the-Cabinet (FTTC) based superfast broadband ISP network. Did you know that a fault can be declared if the line rate drops by more than 25% over a 14 day continuous period? No? Read on.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[6],"tags":[474,55,69],"class_list":["post-1924","post","type-post","status-publish","format-standard","hentry","category-editorial_article","tag-bt","tag-fttc","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nUPDATE Identifying Slow Speed as a Fault on FTTC Superfast Broadband Lines - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Most people aren't familiar with the point at which BT identifies slow\u00a0speeds as a fault on its\u00a0Fibre-to-the-Cabinet (FTTC) based superfast broadband ISP\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2012\/12\/when-slow-speeds-become-a-fault-on-bts-fttc-superfast-broadband.html\" \/>\n<link rel=\"next\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2012\/12\/when-slow-speeds-become-a-fault-on-bts-fttc-superfast-broadband.html\/2\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"UPDATE Identifying Slow Speed as a Fault on FTTC Superfast Broadband Lines - 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