by TheHurf Established Contributor
Established Contributor

Fibre Plus

EE Broadband - advertised as 8Mb, got 6
EE Fibre - advertised as 40Mb, got 32-36

In both cases was fine with this, so upgraded (and renewed contract) to Fibre Plus. Advertised as up to 76Mb, my line can cope with 62Mb...go live date comes March 21st...still at 32.

7 days later, still at 32 and have been told simply that I'm getting over the contractual minimum of 19, so basically I can jog on.

 

My IP profile is at 33.73Mb, which means it's not even delivering the 40Mb I was paying for as it's being restricted - it used to run at about 36.

An engineer came to my residence, was rude to my wife, stating "you're getting 35Mb" looking and speaking at her like she's an idiot.

(Though I will say up until this debacle with Fibre Plus I've had very little to complain about regarding my broadband, going on 7 years now with EE)

 

Exchange: https://www.samknows.com/broadband/exchange/WWBWAT

Distance: 1844m away

 

ThinkBroadband: www.thinkbroadband.com/speedtest/results.html?id=1490690822373881455

 

Any pointers would be most welcome!

34 REPLIES 34
by Ace Contributor
Ace Contributor

Re: Fibre Plus

When you were on original fibre and getting 32-36 this was the max your line could get to your house.

 

So upgrading to a higher speed plan would not make any difference.

 

If you are within 14 days of signing up to it then you are able to cancel and revert back to your original fibre plan.


BrendonH (Android Expert) - Samsung Galaxy S10+ (Pie 9.0)
If I have helped you please click on the STAR/SOLUTION buttons below
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

That’s the doozy though – it went live 15 days after I called to upgrade and then required a further 10 days (max) to get the line up to speed. And as the line can take up to 62Mb I would expect some change.

by Ace Contributor
Ace Contributor

Re: Fibre Plus

How far away from the exchange are you?

 

Follow THESE INSTRUCTIONS but post your findings on this thread and then @XRaySpeX should be along shortly to help you out as he knows more into these findings than I do.


BrendonH (Android Expert) - Samsung Galaxy S10+ (Pie 9.0)
If I have helped you please click on the STAR/SOLUTION buttons below
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

Exchange: https://www.samknows.com/broadband/exchange/WWBWAT

Distance: 1844m away

 

ThinkBroadband: www.thinkbroadband.com/speedtest/results.html?id=1490690822373881455

 

Status                                                   Configured         Current

Line Status                                          -                              UP

Link Type                                             -                              Fast Path

Operation Mode                              Automatic           G.993.2 (VDSL2)

 

Data Rate Information

 

Upstream            9995 (Kbps)

Downstream      34999 (Kbps)

 

Detect/Failure Indication

 

Operation Data                                                 Upstream            Downstream

Noise Margin                                                     9.6 (dB)                11.3 (dB)

Line Attenuation                                              0.0 (dB)                19.4 (dB)

 

Indicator Name                                                 Near End              Far End

Output Power                                                   6.8 (dB)                6.8 (dB)

Fast Path FEC Correction                               718754282           2402

Interleaved Path FEC Correction                 -              -              -              -

Fast Path CRC Error                                          0                              372

Interleave Path CRC Error                             -                              -

Loss of Signal Defect                                       1                              0

Fast Path HRC Error STR                                 0                              97

Interleaved Path HRC Error                           -                              -

Error Seconds                                                    150                         291

by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

 

After reading a little on here, I also ran the BT Checker:                                                          

 

                                                        Downstream              Upstream       Downstream

                                                        High    Low               High    Low    Handback Threshold   

                       

VDSL Range A (Clean)                   62        44.8                17.8    12.1    39.8 

VDSL Range B (Impacted)            49        27.4                14.8    6.8      22.4 

 

 

So looks like the line is capable of providing up to 62Mbps, but for some reason it's not yet there. (I'd even be happy be with the 49Mbps on Impacted, as it's still 50% higher than what I was getting)

by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

Time connected: 121:30:59

by Grand Master
Grand Master

Re: Fibre Plus

I don't think you are on Fibre Plus but still on ordinary Fibre as your Upstream is hitting its 10 Meg cap & isn't being allowed to increase into the 10-20 Meg range.

 

Still I think that your Downstream is being capped at 35 Meg as you should be getting well over 40 Meg.

 

What does it say under Your broadband speed in your BB Member's Centre @ https://web.orange.co.uk/r/login ?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

YOUR BROADBAND SPEED

Broadband speed tells you how fast data is sent (upload speed) or received (download speed) along your phone line. It's measured in megabits a second (Mb/sec), usually shortened to Meg or Mb.

Estimated Fibre Download Speed is 44.8 Mb/Sec

Estimated Fibre Upload Speed is 12.1 Mb/Sec

Minimum Fibre Download Speed is 27.4 Mb/Sec

Maximum Fibre Download Speed is 62.0 Mb/Sec

Minimum Fibre Upload Speed is 6.8 Mb/Sec

Maximum Fibre Upload Speed is 17.8 Mb/Sec

Minimum Guaranteed Download Speed is 19.78 Mb/Sec

 

I ran the ThinkBroadband test this morning and got a burst to 44Mb, which was quite thrilling!

by Grand Master
Grand Master

Re: Fibre Plus

Is that repeatable? What are the router stats? That's what matters.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

I ran the test again to try and repeat it, but no joy. So, what's my next step?

 

I'm waiting for someone to call me back from CS this coming Friday, where possibly we could be instigating a mis-selling complaint?

by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

I took a pre-emptive next step and called EE again. Spoke to a very nice lady called Alana who discovered my line was in fact still a 40/10 line and hadn't been physically switched to 80/20 - BT/Openreach strike again!

 

Why this wasn't picked up when I called a week ago or when the engineer came over, no idea. 

by Grand Master
Grand Master

Re: Fibre Plus

What did I tell ya?

 

Still, I don't it that it's not hitting the 40 Meg cap. It does very much look like a 35 Meg cap is in place. (Don't bring up the 38 Meg speed EE says on their website, That's just an advertising reg. imposed by ASA & bears no resemblance to the actual technology. :smileywink:) 

 

We can only wait & see what the real 80/20 brings.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

Yup. EE just called again - they're sending a Specialist Technician out to fart about with my connection at home and at the cabinet. Coming on Thursday, apparently. 

by Maestro
Maestro

Re: Fibre Plus

A fibre speed re-grade (if done correctly) will usually happen over-night and within 24 hours during the week, often the same night if the order is processed early enough in the day.

 

There's no physical connection change or an engineer needed with a fibre speed re-grade, once the ISP places the order, BT OpenReach just flick a switch to remove the 40/10 speed cap.

by Grand Master
Grand Master

Re: Fibre Plus

No lifting of a 40 Meg cap can make 35 Meg go any faster, unless something else is in play.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

It's a strange situation alright; I live on a new development and the fibre connections here are like gold dust. The exchange is in the centre of town but there's a cabinet on the edge of the estate that services half the development. The other half are on ADSL, with fibre due sometime before Christmas this year. 

 

From what I've been told the engineer will be making a trip to the cabinet to tweak 'something' and then to my place for adjustments and testing. I'm assuming the tweaks will remove the cap that's previously been mentioned here and unleash the 80/20 connection (up to 62Mb on the line).

by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

So the OpenReach guy came out:

 

He was nice to my wife (which the EE Engineer should have done)

He also checked the test socket of the Master telephone port (which the EE engineer should’ve done)

He discovered the property is/was getting 54Mb (which the EE engineer should’ve done)

He changed the faceplate on the Master socket to enable the test socket for general use (Which the EE engineer should’ve done)

 

Router says I’m getting about 54Mb on the download and 15 upload. Strange thing though, even when plugging the laptop straight into the router, the output currently varies from 2Mb to 49Mb? Was really quite stable before the changeover.

by Grand Master
Grand Master

Re: Fibre Plus

That's more like it. Glad it's been fixed.

 

What are your router stats now?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by TheHurf Established Contributor
Established Contributor

Re: Fibre Plus

Fixed? Output is varying between 2Mb to 49Mb.

 

Status                                                   Configured         Current

Line Status                                          -                              UP

Link Type                                             -                              Fast Path

Operation Mode                              Automatic           G.993.2 (VDSL2)

 

Data Rate Information

 

Upstream            14613 (Kbps)

Downstream      54152 (Kbps)

 

Detect/Failure Indication

 

Operation Data                                                 Upstream            Downstream

Noise Margin                                                     6.1 (dB)                6.9(dB)

Line Attenuation                                              0.0 (dB)                19.5 (dB)

 

Indicator Name                                                 Near End              Far End

Output Power                                                   6.8 (dB)                6.8 (dB)

Fast Path FEC Correction                               6084924               41

Interleaved Path FEC Correction                 -              -              -              -

Fast Path CRC Error                                          0                              76357

Interleave Path CRC Error                             -                              -

Loss of Signal Defect                                       1                              0

Fast Path HRC Error STR                                 0                              6543731

Interleaved Path HRC Error                           -                              -

Error Seconds                                                    6347                       8

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