From the sync speeds you are not on Superfast, so BT have provisioned incorrectly. Try asking them to put you on Superfast 2 for no extra charge because of their mistake. I expect the computer will say no.

Some ISPs base the package you can have on the checker results so you may have a struggle trying to persuade support that based on the modem stats the estimates are very low and you should be able to order the 80/20 service. Best of luck.

Well this is interesting as according to certain places.

"Superfast Fibre Unlimited is the old Infinity1 and thus is the average of customers on Infinity1 whereas Superfast Fibre Plus is the old Infinity2 and therefore the average speed of Infinity2 customers."

taken form here - https://community.bt.com/t5/BT-Fibre-broadband/Super...

So infinity 2 should be the 80/20 speed?

Also on thinkbroadband's website the superfast fibre plus package details it says max speed is 76 mbps

https://www.thinkbroadband.com/isps/bt/packages/supe...

So i am on the correct package i presume. Just getting 40/10 speed for some reason? Im guessing i should call them and see what's going on then.

You are on a 40/10 limited speed package, which is presumably not what you ordered, what package do you think you are on? Tell BT they have got it wrong.

Well according to MyBT when i login on my account, it should be the superfast fibre plus. Looks like i am going to have to get in touch with them.

Superfast fibre plus is the 80/20 service, you are not on that package.

While the adverts may show averages for 80/20 fully expect them to connect people onto slower wholesale tiers when the provider things people will not benefit.

Based on estimates given i.e.

[VDSL Range A (Clean)]
Down: 38.1 to 57 Mbps
Up: 8.5 to 8.5 Mbps

[VDSL Range B (Impacted)]
Down: 35 to 55.4 Mbps
Up: 7.8 to 13.5 Mbps

Having a provider connect someone on 40/10 (maybe 55/10) but not 80/20 looks perfectly logical. Also what speed was given at the time of signing up.

The key is whether provider is willing to upgrade to the more expensive for them product based on evidence of the router speeds.

In the past this sort of thing was easier, but as providers worry about meeting the various speed rules that now exist, it is harder to go against what the computer says.

Edited by MrSaffron (Tue 30-Jul-19 13:00:24)

In reply to a post by Robocop_99:

Well according to MyBT when i login on my account, it should be the superfast fibre plus. Looks like i am going to have to get in touch with them.

You'll probably go round in circles on the phone.

The mods on the BT community forum would have it sorted pretty quick.

So even if i pay for the essentials package which is essentially what i'm getting now i would have the same speed? Also interestingly just checkedn on the DSL checker and an observed speed has appeared today

Observed Speeds

VDSL

Max Observed Downstream Speed (Mbps) 78
Max Upstream Observed Speed (Mbps) 20
Observed Date 2019-07-30

ADSL

Max Observed Downstream Speed (Mbps) 4.19
Max Upstream Observed Speed (Mbps) 0.45
Observed Date 2018-11-10

But im not understanding here is whether i should contact support or not. Are you saying this is the max speed i will get no matter what package i am on and i shouldn't enquire about the speeds MrSaffron?

Edit: just saw your edit. speed was quoted at 35-36 which is what im getting. Just slightly peeved to be paying for the superfast plus package if this is the speed i would get if i payed for the essentials package. As this is the speed that is quoted on the essentials package when i look on BT's website.

Edited by deleted (Tue 30-Jul-19 13:13:26)

Your line would without doubt go a lot faster on the top Openreach package (80/20). It would also reach the full 55Mbps sync speed on the 55/10.

Bear in mind that actual throughput speeds are possibly 10% or so below the sync speed that the router reports.

If you would like faster then push for it as others have recommended. If you are happy with what you have got then push to get the lower price. In either case, as suggested by an earlier poster, the BT support forums are probably the best route.

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!