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Slow FTTP: Difference between revisions
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→Things to be aware of
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==Things to be aware of==
===Committed rates===
FTTP from providers like BT or CityFibre use GPON or XGS-PON technology to run fibre from their core network to your premises. This is a '''shared service''', which means you do not have guaranteed sole use of the bandwidth that your physical connection is provided at. eg, a 1Gb/s connection does not mean that BT or CityFibre guarantee that you will have 1Gb/s throughput. Both BT and CityFibre have figures for the '''guaranteed speed''' which will me much lower than the connection speed.
*BT 1Gb/s ='''195Mb/s'''
More info of the rates on: https://www.aa.net.uk/broadband/fttp-speeds/
===SLA===
Whilst BT and CityFibre will have SLA (Service Level Agreements), these usually cover where there is a physical fibre fault and that the times they state would be the anticipated time it would take to fix. Faults can take longer than the SLA to fix.
The SLA would also not be relevant where a speeds are above the 'committed' rate, as according to BT/CityFibre, the service would be working within the specified terms.
===On-going problems====
We do get customers moving from a previous ISP to us having had a slow speed problem with the previous ISP.
In these cases, sometimes the slow speed problem disappears the day the service is migrated to us. However, sometimes the slow speed continues. In these cases moving ISPs has helped to narrow down the cause of the problem as a large part of the connection (ie the ISP) has changed. However, the back-haul connection, from your premises to the ISP may not have changed and could be the cause of the fault.
We will try our best but faults where a customer has had previous problems with an ISP, or ISPs, and has moved to us and still has the same problem can take a much longer time to fix, and in some cases it may not be possible - especially if the speed is above the committed rate and all avenues of investigation have been exhausted.
==Finding the cause of slowness==
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