I've had a good look through the forums and I guess I'm not the first, nor will I be the last to have this issue but any ideas for this non technical frustrated BT Fibre customer out there please?
I'be been running broadband at this address since I moved in 5 years ago, waiting for fibre to come and speed things up. Normal 2+2 family with a desktop PC, couple of laptops, I work from home half the week pulling stuff down pretty much MS Office stuff from company One Drive, SharePoint, using Skype for Business audio, conferencing and sometimes video calls, as well as web-ex for conferencing. My broadband was 'normal' ADSL on an 8Mb download package, as the poles/wires wouldn't give me more than that. I would see about 4-6mbs download on average and 0.2-0.4 upload on average. Things were pretty slow but between 0930 to 1530 most days I could just about cope with work by being selective with what I did, e.g. sharing my screen whilst audio and video conferencing was pretty much a no-no and would kill the connection or the lag / sound quality was so poor it was unworkable and I learned never to attempt to save or pull a file to/from OneDrive whilst in a conf call, as it basically ground to a halt. When the kids came in from school, it was a battle... one or two tablets would kill performance and the X-Box or PC Games were forbidden until after 18:00, as that would kill everything too.
Imagine the joy when after 5 years at "being designed" phase we got the nod and were able to upgrade to Fibre (BT Infinity). I stuck with BT and was delighted when we moved to their biggest available package in this area, which was 77-80 Mbs download, with a "guaranteed 70Mbps download"... they couldn't confirm upload speed but rumors were that it might be 15 to 20 Mbps or more... we had grown used to 0.2, where uploading a youtube vid (teenagers!) would require an overnight upload and even then, perhaps a few attempts over days to get it uploaded.
We went Fibre 12th July and was told that it might be flaky for a few days, up to 10 days. Day one was a little stressful as it came on late in the day and was very erratic, dropping in and out. We did a quick speed test and wow, it wasn't where we'd hoped but 35mbps download, 19mbps upload! Imagine when it gets to 70mbps download. Trouble is it has never got that close... for the first 4 days, I called BT perhaps 6 times, as the smart hub was dropping connection around 35 to 50 times through the day... working at home meant that my stress levels went through the roof... they fixed an issue, then had an engineer to the cabinet to fix another, and now they have another issue. The speed also dropped significantly and on average we see about 25mbps download and 6 to 7 mbps upload... between days 5 to 10 we had a big improvement over dropped connections with an average of around 5 or 6 drops per day.
My Fibre journey has been terrible so far and we still can't do the things we'd hoped, like watch the Amazon Firestick TV, whilst a tween was watching a youtube vid and a teen was playing a PC Game online... the thing is at day 12, we still get 2 to 3 drops of connections per day, we still have to ration out the usage between us, with restrictions on who can go on what device, when. We still are showing around 25Mbps down and 6mbps upload, I have an outstanding BT Level 2 engineer call outstanding as they think there might still be issues (yeah, really BT, you don't say?!) and I get a daily 1800 call from a person telling me they are working on some thing and asking "is it better today?" to which I say well, the package says guaranteed 70mbps download and I get 25, it falls over and the smart hub lights turn orange, lose connectivity a few times a day, we cannot watch TV whilst others are on devices, so no, it is not OK today thanks... OK, we'll phone you tomorrow then is the standard reply...
I am not a techie, I get a little lost with all this but I feel really frustrated. Have I been duped? Will I ever see 70Mbps that I'm paying for/ Will it ever be reliable?
In terms of physical stuff, we had some plastering work on te house done last year, so took the opportunity to move the wire coming into the house (it's on a pole). BT did that for us and at the time upgraded our old 1970's looking junction box in the loft with new wires, a new modern ("fibre ready") box that splits into two, one to the lounge point and one to the study point. We are 175 metres from the cabinet that now has fibre to it (they installed a new big green one about two months ago).
I'm lost... any advice (in non tech laymans terms) would be appreciated please