G.Fast should be live today but no router

[stevedr]

My new g.fast broadband is meant to be connected this morning but I have not yet received my EE router.  So, I have no id or password for broadband.  How can I get my internet up an running without the relevant information??  I have my own router and modem but need the account info to logon.

[Mustrum]

@stevedr   have you checked your line for noise - dial 17070 option 2 if you have phone services, or just listen preferably with an old-fashioned corded phone?

What speeds did EE say you would get and are you below the minimum? If so call them and get someone out to see if your speeds can be improved.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[stevedr]

@Mustrum  I have already checked for line noise and heard nothing.  

EE gave me these estimates for expected speeds:

"YOUR BROADBAND SPEED

In November 2020, we (like most providers) changed the way we estimate broadband speeds to make them more accurate. That means they might look different to what you've seen before.
We estimate you can get download speeds of between 73.0 Mb/s and 145.6 Mb/s, and upload speeds of between 5.8 Mb/s and 20.2 Mb/s.
Your Minimum Guaranteed Download Speed will be 65.80 Mb/s."

I assumed the low speeds was just to cover themselves  - I didn't really expect it to be slower than the 80/20 fibre service we just upgraded from.

[stevedr]

@XRaySpeX 

I have attached the line stats from the modem, the speed test result, the bt broadband checker page, also the bt speedtest diagnostics.  

I always check speed using cable connection rather than Wi-fi.  The Last time I restarted the modem was Friday 25th.  Once or twice the router re-connected by itself - I assumed that was bt's system resetting as part of the 'stabilisation period.' 

I am tempted to try a modem restart but I don't want to disturb the settling process again.

[XRaySpeX]

Well, you're within EE's estimates altho' with no Bridge Tap I would think you would be within the Clean range. However EE seem not to take notice of Clean vs. Impacted & just estimate for a straddle.

There's no 10-day settling down period. It's a myth.

[stevedr]

Hi,

I recently posted regarding a new G.Fast installation on November 23rd.  The OR engineer told us to wait 10 days and the speed will pick up.  It was sync-ing at 110Mbps at the cabinet at the time.  Ten days came and went and the speed only went down - getting around 85Mbps upload and only 9Mbps upload. 

A different OR engineer came out on 13 December and did a great job of isolating the fault but said BT would not repair it.  The fault is a 106m underground cable installed in the 1970s.  So we are stuck with half a service now - until FTTP is available.

My burning question is: why does the upload speed have to be so slow when the line is capable of more?  I would happily give up 5-10 Mbps of download speed in order to get our uploads up to 15-20Mbps. The noise margin for downloads varies between 5-7db, but the upload figure is consistently 3.2db. The upload speed must be set low artificially, surely?.

I have requested that EE change the upload speed ( but so far they have not done anything with that. 

[Mustrum]

@stevedr   EE have no ability to set your sync speeds, that is down to the condition of the line and your modem connection to the equipment in the cabinet. G Fast tries to push the limits of technology, and you will only get the max speeds with a good line. You may actualy be better off going back to VDL - what were your sync speeds when you had that? 

[Christopher_G]

Hi @stevedr

I would recommend speaking to our broadband support team so they can look into this again for you.

Chris

[stevedr]

Well, the G.Fast did not work for us, because of the ancient lead covered cable under the ground.  But the good news is that BT just activated the FTTP service so that's getting installed next week.

I'm pretty sure the 500/100 service will sort our upload speed issues.  Thanks to all for your suggestions and general helpfulness. 🙂

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.