Yes it's an FVA line (and always was, i.e. it wasn't moved, it's a brand new building.)

The ping is absolutely fine. I think BT just cheaped out on the provision to the building and there is mega congestion going on. Especially if they consider 45+ to be fine.

In reply to a post by Brookzy:

Yes it's an FVA line (and always was, i.e. it wasn't moved, it's a brand new building.)

The ping is absolutely fine. I think BT just cheaped out on the provision to the building and there is mega congestion going on. Especially if they consider 45+ to be fine.

Have you tried doing a speed test on BT's Site?
Just log into your MyBT section and do a Speed Test, it might be your exchange is congested.

Paul

I try to do the BT test and I get "We've completed our checks and it looks like you're not connected to the internet." Hahaha

I don't really know how the backend works but it seems feasible to me that the capacity to the building just can't cope, hence the time of day-linked slowdowns.

What do speedtest.net and TBB speedtester give you? I wouldn't read too much into speedof.me results they can be off by quite a bit on my 330/30 FTTP line.

Btw officially BT Residential no longer sell Infinity 4 (330/30) to new customers, their highest speed tier is now called Ultra Fast 2 (330/50). If the BT/Openreach checker says you can get 330/50 then BT *should* be able to re-grade your line you once they sort out their internal systems. I think PaulKirby did the same recently, he might be able to put you into touch with the correct BT dept who sorted this out for him.

Thanks for the info. Typical BT mess up then. Because when I ordered I kept trying to get Ultrafast 2. I called back three times and asked different people for it, all via the dedicated FTTP number. They were all adamant that Ultrafast was not available and I could only get Infinity 4 - a service not even shown on the website. I even quoted the results of the DSL checker to them.

Both those sites give exactly the same results but without the graph which is helpful for seeing the throttling/congestion.

I'll chase BT eventually but right now I'm still waiting for a call back for an engineer appointment to be made. And to be honest I have no energy to do the whole "turn your box off and on!" typical troubleshooting rubbish with a call centre person.

In reply to a post by baby_frogmella:

What do speedtest.net and TBB speedtester give you? I wouldn't read too much into speedof.me results they can be off by quite a bit on my 330/30 FTTP line.

I don't normally use SpeedOfMe, but did due to the OP used it, it did seem about right for me.
I normally use both the TBB Speedtest and speedtest.net when testing.

In reply to a post by baby_frogmella:

Btw officially BT Residential no longer sell Infinity 4 (330/30) to new customers, their highest speed tier is now called Ultra Fast 2 (330/50).

BT still sell Infinity to new customers where Ultrafast 1 & 2 are not yet available to them.

In reply to a post by baby_frogmella:

If the BT/Openreach checker says you can get 330/50 then BT *should* be able to re-grade your line you once they sort out their internal systems. I think PaulKirby did the same recently, he might be able to put you into touch with the correct BT dept who sorted this out for him.

If the OP sees the something like >> this << then they should be able to get Ultrafast 2 with BT.

As for pointing them to the right department at BT, I spoke to Sales->Sales->FTTP Team->Sales (higher level) who passed it off to the Offline Team, which a week later I spoke to Sales who processed the upgrade.

If Ultrafast 1 & 2 are available to the OP and there is no issues in the upgrade then normal Sales will be fine.

Paul

In reply to a post by Brookzy:

I try to do the BT test and I get "We've completed our checks and it looks like you're not connected to the internet." Hahaha

I don't really know how the backend works but it seems feasible to me that the capacity to the building just can't cope, hence the time of day-linked slowdowns.

I wouldn't be surprised there.

Paul

I see: https://cl.ly/3e3M0U0s1H3j

Yet, as I mentioned above, I could not order Ultrafast services despite pointing to that data on the phone.

(I initially tried to place an order for Ultrafast 2 online but that failed hence I called.)

In reply to a post by Brookzy:

Thanks for the info. Typical BT mess up then. Because when I ordered I kept trying to get Ultrafast 2. I called back three times and asked different people for it, all via the dedicated FTTP number. They were all adamant that Ultrafast was not available and I could only get Infinity 4 - a service not even shown on the website. I even quoted the results of the DSL checker to them.

Both those sites give exactly the same results but without the graph which is helpful for seeing the throttling/congestion.

I'll chase BT eventually but right now I'm still waiting for a call back for an engineer appointment to be made. And to be honest I have no energy to do the whole "turn your box off and on!" typical troubleshooting rubbish with a call centre person.

When I phone BT I call 0800 587 4787 I was also told that Ultrafast wasn't available to me even though my neighbours could order it and we were all using the same hardware, also BTOR and checkers stated it was available, but BT said it wasn't, then a month later I was.

A screenshot of the DSL Checker (http://www.dslchecker.bt.com/) would be nice, but remember to remove your address part leaving Exchange name and cabinet number viewable.

BT do hope people give up, I never give up and I think BT are aware of this LOL.

The best thing is to always be polite but be firm when speaking to BT, nobody likes being spoken to in a rude and raised voice.

TBH, I think BT's systems are rubbish and need to be replaced with newer software due to from what I have heard, if you are already on Infinity 4 with FVA you will have issues, this is due to Infinity is / was their highest tier and the system gets confused when trying to order Ultrafast 1 or 2 also having FVA confuses the system more due to it thinks you don't have a phone line.

Paul

In reply to a post by Brookzy:

I see: https://cl.ly/3e3M0U0s1H3j

Yet, as I mentioned above, I could not order Ultrafast services despite pointing to that data on the phone.

(I initially tried to place an order for Ultrafast 2 online but that failed hence I called.)

Ok, so you have no copper line at all, and you "CAN" get Ultrafast and that your Fibre uses the new connectorized connections.

I had to wait for a month after I was aware I could get Ultrafast, their system that sales use might just need to get the update that its available, BT's System is very slow to update, even when other providers shows those speeds available with them.

I am a very technical person so I was to the point, I also get all the information ready before the phone call with BT so that they cannot use excuses etc.

Try sending the whole dsl checker to BTOR on Twitter via a DM (NOT A TWEET) and ask them if their system shows that speed Down and Up is available to your address.

Once you have that along with a full screenshot from the DSL Checker explain to BT that their Wholesale Checker shows its available along with "their supplier", BT will say they system says its not, but say you would like to be put on the waiting list for Ultrafast and check up every week or two.

But for your speed issues I would just wait a week for them to get back to you or for their engineer(s) to arrive, if still no joy after a week I would phone BT back up for an update.

Also remain calm and be polite to them.

Paul