Ummmmm!

Check the router stats again. That "observed maximum" I believe is an actual sync speed so the connection may have been upgraded.

It seems we both spotted that at the same time .

Ohhh interesting! I didnt realise the observed speed was the actual sync speed. Im currently at work so will investigate when i get home in a few hours and report back.

To get the higher speeds you now need to pester and point out what the checker is now showing...

BT made a choice based on the estimates it had at the time and now real data is available it is clear a lot faster is possible, getting that across to people who will invariably just look at the speed they said you would get and not understand will be the battle.

Looking forward to hearing.

I've never put much stock in the "observed speed" on the checker because for my Mum's number it says 80 Mbps but she has only ever had the 40/10 package since FTTC has available.

In reply to a post by simon194:

I've never put much stock in the "observed speed" on the checker because for my Mum's number it says 80 Mbps but she has only ever had the 40/10 package since FTTC has available.

"observed speeds" is what it says, they take what you are sync'd at and plonk it on that results page.

In reply to a post by Realalemadrid:

The observed speeds show a connection on 80/20 which is strange, what do the estimated speeds say now and what are your actual sync speeds from the modem stats. There is something fishy going on!

In reply to a post by RobertoS:

Ummmmm!

Check the router stats again. That "observed maximum" I believe is an actual sync speed so the connection may have been upgraded.

In reply to a post by MrSaffron:

Looking forward to hearing.

Well the router is still connected at 9999 Kbps up and 39994 Kbps down. Max rate is at 22056 Kbps up and 83643 Kbps down.

I have tried explaining the situation to customer support and all i get is "Well it reaches it's speed we quoted". Should i try and push the issue via the BT forms as was suggested earlier?

In reply to a post by Robocop_99:

Well the router is still connected at 9999 Kbps up and 39994 Kbps down. Max rate is at 22056 Kbps up and 83643 Kbps down.

I have tried explaining the situation to customer support and all i get is "Well it reaches it's speed we quoted". Should i try and push the issue via the BT forms as was suggested earlier?

Well that seems to be the general opinion. However, I would try completely turning the router off for, say, 30 minutes then back on before trying that. (The 30 minutes seems very arbitrary and I've often poo-pooed it, but very occasionally it does work for connection problems).

I would take issue with BT if I was paying for superfast fibre plus and they supplied the 40/10 essentials product.

The odd thing is the observed speed which is what it says, an actual sync speed of 78Mbps at some time today, but now the line is capped at 40/10.

I suspected that BT support would be unhelpful, even though it is obvious that the line will go much faster.

I used to be with PlusNet and you could ask for a GEA test on their forums which was helpful in this kind of situation as it gave the speed profile of the line, however it tended to be a couple of weeks out of date so may not help here.

As Robertos has suggested a single power down and restart of the modem may help, if not the BT Forums may be the best bet.