Migration from BT - agreed speed increase not implemented

[Aesir]

I've just migrated from BT fttp 500 to Full Fibre Gigabit Essentials however my speed test are showing the same speed as I had on BT ie 480 Mbps. I suspect my profile has not been updated. 

What is the easiest way to get this resolved?

[JimM11]

@Aesir Did you get any e-mail conformation with speed info when BT - EE changeover was agreed. You may wish to say also which router you are using and your method of speed testing wired/wireless.

Would advise wired to get a true picture, you just need to get the reading once over the 480, and if you just changed upto midnight may apply.

[Aesir]

Yes I did get an email confirming the Full Fibre Gigabit Essentials with expected download of 900 and minimum of 700. I am using an OPNsense based n100 router with 2.5G ports and 2.5G switches - more than capable of a Gigabit connection. I am testing using wired with Speedtest.

I should get the EE router tomorrow. I suspect the best course is to hook the EE router up, do a speed test and raise the issue with support. 

[Leanne_T]

Hi there @Aesir 

Thanks for coming to the community. 

If you could try the EE router and if you still have the same speeds, please get in touch with our broadband tech guides and they will be happy to help. 

Let us know how you get on 🙂

Leanne. 

[JimM11]

@Aesir The BT to EE change over, would think that EE would also send the e-mail that it is done and you are now connected to the system, the activation from EE is one off those advised may take up to midnight, and if you have had such then live and hopefully profile change applied, EE can interrogate the system but only through there supplied EE Routers.

You would text HELP to 66033 from a mobile that EE knows about in you account and that kicks off the system response to take a look see what is going on to the router.

[Aesir · Accepted solution]

Thanks for the HELP text pointer. It turns out (after a bit of head scratching) it was down to a self inflicted limitation. Mea culpa. Some time ago I implemented some traffic shaping based upon my 500 Mbps profile on the router and didn't remove/amend the shaping rules when I moved to the increased speed profile.

Thanks for all the help and pointers given.