Omico
Casual Member
I recently received a letter from Openreach advising that my property was now equipped for FTTP.
With a limited amount of service providers available, I chose BT, and have taken out their Fibre 900 package which claims to have 910mbps, with a stay-fast guarantee of 455mbps.
The install was pretty straight forward, however the engineer did say that the speeds didn't seem to match up to my 900 package. I gave the connection a few days to settle, before running a series of speed tests. On a hardwired connection from my Mac to my Smarthub 2, I can get anything from 37mbps, up to 780mbps. On a wireless connection, even when standing over the hub itself, I've yet to manage to exceed the 400mbps mark on any device.
When I've spoken to BT, they have acknowledged the issue, and have explained it's due to the Smarthub 2. Apparently the current firmware does not allow the Smarthub 2 to accurately record or report back the speeds associated with the Fibre 900 package (hence the variability). They have said that a new firmware is due in October which should sort this issue. Until October, no speed test will return an accurate result.
From BT's perspective they have informed me that I am receiving my full 910mbps speed service, with no errors on the line. From my own perspective, I cannot get any speed test to reliably return a decent speed - one minute I could get 780mbps, the next down to 180mbps (and everything in between). My regular WiFi speed in any room other than the hub is around 180mbps to 220 mbps. Again they inform me that this lack of speed showing is due to the hub being unable to record the speed properly.
Right now, as BT are aware that they are selling a service, which their own equipment cannot handle (or at least report on to demonstrate as a customer I am getting the correct service) - I feel they are mis-selling the service. I have registered a complaint with them, and keep escalating, as they aren't really offering much other than for me to cancel. I have asked them if there is any piece of equipment or device they could use or provide to let me verify the speed - they have said this isn't possible.
Can anyone please help with advice as to what I could do?
If they know it's a problem, surely they should have flagged it up before, and it's not really reasonable to just ask me to 'trust them' that I am getting my speeds?
Thanks in advance for any support
With a limited amount of service providers available, I chose BT, and have taken out their Fibre 900 package which claims to have 910mbps, with a stay-fast guarantee of 455mbps.
The install was pretty straight forward, however the engineer did say that the speeds didn't seem to match up to my 900 package. I gave the connection a few days to settle, before running a series of speed tests. On a hardwired connection from my Mac to my Smarthub 2, I can get anything from 37mbps, up to 780mbps. On a wireless connection, even when standing over the hub itself, I've yet to manage to exceed the 400mbps mark on any device.
When I've spoken to BT, they have acknowledged the issue, and have explained it's due to the Smarthub 2. Apparently the current firmware does not allow the Smarthub 2 to accurately record or report back the speeds associated with the Fibre 900 package (hence the variability). They have said that a new firmware is due in October which should sort this issue. Until October, no speed test will return an accurate result.
From BT's perspective they have informed me that I am receiving my full 910mbps speed service, with no errors on the line. From my own perspective, I cannot get any speed test to reliably return a decent speed - one minute I could get 780mbps, the next down to 180mbps (and everything in between). My regular WiFi speed in any room other than the hub is around 180mbps to 220 mbps. Again they inform me that this lack of speed showing is due to the hub being unable to record the speed properly.
Right now, as BT are aware that they are selling a service, which their own equipment cannot handle (or at least report on to demonstrate as a customer I am getting the correct service) - I feel they are mis-selling the service. I have registered a complaint with them, and keep escalating, as they aren't really offering much other than for me to cancel. I have asked them if there is any piece of equipment or device they could use or provide to let me verify the speed - they have said this isn't possible.
Can anyone please help with advice as to what I could do?
If they know it's a problem, surely they should have flagged it up before, and it's not really reasonable to just ask me to 'trust them' that I am getting my speeds?
Thanks in advance for any support