Switched ISP but still on old fibre product?

Previous ISP package was the 'up to 38Mb Fibre' product and I got almost full speed, connection rate in the high 30ks.

I've recently switched ISP and the new package is the faster 'up to 76Mb' fibre product. But the new router still connects in the high 30ks and speed tests max out at 38.

What are these two FTTC products called now? Every ISP has their own branding and I can't find Openreach's names for them.

If my line distance/quality provides close-to-max speed on the slower product should I expect close-to-max on the faster product?

Is there some switching that needs to happen at the exchange (or somewhere at Openreach) that changes the fibre product that might have been missed? New ISP is adamant that I am correctly on the 76 product and say I should get better speeds. They're sending an engineer out but I've no idea if there's anything the engineer can do at my house if the issue is upstream.

Openreach 80/20
Openreach 55/10
Openreach 40/10
Openreach 40/2

Are the product options for FTTC.

"If my line distance/quality provides close-to-max speed on the slower product should I expect close-to-max on the faster product?"

NO

Longer version you might have been hitting 39,999 Kbps sync limit but you might get 40,500 Kbps sync after upgrading or 79,999 Kbps sync, what matters is the distance to the cabinet which should have been factored into the point of sales messaging.

https://my.btwholesale.com/includes/adsl/adsl.htm?s_...

Select the Address Checker, enter your postcode and then pick the house from the list of properties to see what speed range estimates are.

When you follow MrSaffron's advice, it can also be a good idea to see what it says about your neighbours' estimates. For comparison .

Thanks.

Cabinet is less than 250m away, following the roads.

In the sales process they said:

We estimate your line could support between:
52.7 and 73.7 Mbps download speed
15.4 and 17.4 Mbps upload speed

That Openreach checker says 55.8-79.2 (clean).
Neighbours are all similar, the nearer ones get max 80.

The new ISP admit it's less than they expected and so are sending out an engineer at no cost to me. I'm just dubious that they will be able to do anything at the house. The provided router is connected to the master socket and I've tried a new cable. No phone connected. I note they have ported the old phone number though, maybe its settings came with it? Or something at the cabinet?

Check your router line stats - is the download exactly 39999 and the upload 9999? If so you are being limited by your ISP and they need to fix your package.

I am on 250m away and got max rate 90/26 but capped at 80/20 for FTTC and 260/62 but capped at 225/50 for G.fast

Telephone Number 01********* on Exchange CUCKOO OAK is served by Cabinet 8

Featured Products


Downstream Line Rate(Mbps)


Upstream Line Rate(Mbps)


Downstream Handback Threshold(Mbps)


WBC FTTC Availability Date


WBC SOGEA Availability Date


High Low High Low
VDSL Range A (Clean) 80 70.5 20 19 65.3 Available Available --
VDSL Range B (Impacted) 80 68 20 19 62.2 Available Available --
G.fast Range A (Clean) 255.9 186.5 38.8 17.8 162.8 Available Available --
G.fast Range B (Impacted) 212 150.8 26.8 13.4 137.4 Available Available --

Observed Speeds


G.Fast
Max Observed Downstream Speed (Mbps) -- 225.64
Max Upstream Observed Speed (Mbps) -- 50
Observed Date -- 2020-02-05


VDSL
Max Observed Downstream Speed (Mbps) -- 80
Max Upstream Observed Speed (Mbps) -- 20
Observed Date -- 2020-02-05

Edited by adslmax (Wed 05-Feb-20 13:32:30)

I'm not sure if that post is in anyway relevant, or if it adds anything that will help the OP in anyway.

To re-iterate what brookheather said, yes you need to check this.

It is possible that as this was a migration you've been migrated on a like for like product and subsequently a change order may be placed by your provider to move you onto the faster tier. Alternatively someone at Openreach has messed up and not switching the port profile or the ISP failed to put this change onto the migration order and the ISP own systems have you recorded as on the faster product but are not.

If this is Sky, then they have developed a slight habit of messing this sort of thing up.

No not exactly, it's 41880 down and 14736 up.

I still suspect one of those though. Yes it's Sky. If it is one of those I guess the engineer doing a home visit won't be able to fix it.

What can I say to Sky to get them to confirm it wasn't one of those? Their call centre people don't seem to have an option in their call script for 'customer suspects an edge case'.

So you have been moved to 80/20 however your downstream is well below the minimum estimate so you need to check whether there is any noise on the line using a corded handset and try plugging the router into your test socket without any extension wiring connected so see if the speed improves.