This topic

Where do i go now with my new contract

Lloydy1 — Mon, 15 Jun 2020 18:15:19 GMT

So,

Back in 2019 i started to get broadband dropping about twice a month, has been steadily increasing so in march i complained and so far:

5 appointments and only 1 actually knocked the door.

That technician that did call said there are no problems inside home.

Everytime i check my fault tracker it says engineer visit completed.

Checked my speed back in march and averaging 38mps download and 16 upload.

Have checked it numerous times especially after visits and roughly the same speeds.

I am on fibre2

So 4 technicians on 4 visits have NOT found the problem outside.

My contract is about to run out on 2nd july

After around 20 phonecalls to BT i get the feeling i am being fobbed off.

I know its a torrid time with this virus but seeing as they have been out 4 times i would have thought they would hve fixed it.

Am i entitled to anything due to my speed being below the gaurenteed 67mps ?

I have had 3 credit payments of £25 put into my account.

Should i move to another provider ?

Any advice would be helpful and anyones experience of this themselves i would like to know.

Thankyou in advance

Re: Where do i go now with my new contract

imjolly — Mon, 15 Jun 2020 18:19:23 GMT

Unless you can move to virgin then all ISPs use the openreach network so you will have the same connection whichever ISP your choose and therefore the same problems if it is line related

Re: Where do i go now with my new contract

Lloydy1 — Mon, 15 Jun 2020 18:21:23 GMT

Thats that question cleared up thankyou

Re: Where do i go now with my new contract

CJT80 — Mon, 15 Jun 2020 18:33:12 GMT

@Lloydy1

If you are willing to do your own "technical support" - a few checks with us, we can probably establish what speed you should be getting.

Re: Where do i go now with my new contract

Lloydy1 — Mon, 15 Jun 2020 18:37:07 GMT

My gaurnteed speed is 67mbs but averaging 38mbs. Have used about 3 speedcheckers and its roughly the same

Re: Where do i go now with my new contract

licquorice — Mon, 15 Jun 2020 19:09:09 GMT

Are you sure your speed is guaranteed at 67Mbs, does your contract email state that or is it because the Average speed for fibre 2 is 67Mbps you think you should be getting 67Mbps?

Re: Where do i go now with my new contract

CJT80 — Mon, 15 Jun 2020 19:38:26 GMT

@Lloydy1

You can check what MAX speed your line can handle via: https://www.broadbandchecker.btwholesale.com/#/ADSL

You need to input your phone number, and then post back the results. Remember to remove your number before posting back.

Re: Where do i go now with my new contract

Lloydy1 — Tue, 16 Jun 2020 05:46:31 GMT

Cannot do that as it says 'currently have a fault' or similar.
Two BT assistants on phone told me my speed is gaurenteed 67mbs.
Have now been told after calling again last night that there is a cable fault outside somewhere.

Re: Where do i go now with my new contract

PaddyB — Tue, 16 Jun 2020 09:34:03 GMT

Hi @Lloydy1,

Thank you for posting, I'm sorry you've been having a few problems with your connection. To get a better understanding of how the connection is performing please can you post your router stats. If you're unsure how to do so, you can find some more information here -Top Tips to get help on the forum

To get an idea of what speeds your line can support, please can you enter your telephone number on the Broadband availability checker

Please edit out your telephone number before posting any results back on the Community.

Thanks

PaddyB

Re: Where do i go now with my new contract

Lloydy1 — Wed, 17 Jun 2020 19:11:16 GMT

Telephone Number 0193541**** on Exchange YEOVIL is served by Cabinet 29

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate (Mbps)Downstream Handback
Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in JumperHighLowHighLowVDSL Range A (Clean) 8072.7201967AvailableAvailable--VDSL Range B (Impacted) 8070.6201965.3AvailableAvailable--

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate (Mbps)Downstream Range (Mbps)Availability DateFTTP Install ProcessFTTP on Demand33030--Available--

ADSL ProductsDownstream Line Rate (Mbps)Upstream Line Rate (Mbps)Downstream Range(Mbps)ADSL Availability DateWBC SOADSL Availability DateLeft in JumperWBC ADSL 2+Up to 6.5--5.5 to 7.5AvailableAvailableYesWBC ADSL2+ Annex MUp to 6.5Up to 15.5 to 7.5AvailableAvailableYesADSL MaxUp to 3.5--2.5 to 7AvailableAvailable--WBC Fixed Rate2----AvailableAvailableYesFixed Rate2----Available----

Observed SpeedsVDSLMax Observed Downstream Speed66.99Max Observed Upstream Speed20Observed Date2019-12-18

Other OfferingsAvailability DateVDSL MulticastAvailableADSL MulticastAvailable

Premise EnvironmentStatusBridge TapNVRI--NTE FacePlate--Last Test Date--

Re: Where do i go now with my new contract

Lloydy1 — Thu, 18 Jun 2020 07:32:01 GMT

Troubleshooter and Speed tester

Account checks1 - 2 mins

Click an answer to edit

Which account are you having issues with?

0" class="title-description healthchecktest__notice__heading ng-binding ng-scope" style="box-sizing: border-box; font-family: bt_tvregular; font-weight: 500; line-height: 1.15; color: rgb(51, 51, 51); margin: 10px 0px 12px; font-size: 24px; text-align: left;">Continue your fault journey

You've already reported a fault with your broadband. You can track the progress of this fault online.

Date raisedMay 15, 2020ProductBroadband

More information

You may also experience problems with your other products:

TV on Demand

Missing channels, slow streaming

Landline

No dial tone, unable to make or receive calls

Track this fault

Re: Where do i go now with my new contract

Lloydy1 — Thu, 18 Jun 2020 07:32:33 GMT

Track faults

Summary

Fault Fixed

You've told us that your fault was fixed, thanks for letting us know. If the problem reappears still not working, please raise a new fault.

Contact details

These are the contact details we hold for this fault. If they are not correct update them below.

Mobile

077258*****Editcontact number

Email

lloyd****@btinternet.comEditemail

Preferred

emailEditpreferred medium

Progress

15 May 2020

at 20:49

Reported Fault

Problem

Broadband - No Connection

Reference number

15 May 2020

Other products affected

You may also experience problems with other services such as your Landline and TV on demand whilst we fix your fault.

12 Jun 2020

Fault fixed

You have told us that your fault was fixed

12 Jun 2020

at 10:36

Engineer appointment booked

Problem

Broadband - No Connection

Reference number

Estimated arrival

Mon 15 Jun 2020

between 13:00 - 18:00

15 Jun 2020

Engineer Visit Complete

16 Jun 2020

Appointment Missed

Looks like your appointment was missed. Please get in touch to book one.

Click here toContact us

16 Jun 2020

Supplier update

Code: 4000 - Appt Required: Please book with the End User.

17 Jun 2020

Appointment Required

Looks like we need to book an engineer appointment. Please get in touch to book a new one.

Click here toContact us

Today - Wed 17 Jun 2020

Re: Where do i go now with my new contract

Lloydy1 — Wed, 17 Jun 2020 19:17:01 GMT

BT have made a right hash of all this , not got a clue where this stands atm

Re: Where do i go now with my new contract

licquorice — Wed, 17 Jun 2020 19:18:29 GMT

Please remove all the personal information from your last 2 posts, they contain phone numbers and fault reference numbers.

Re: Where do i go now with my new contract

Lloydy1 — Wed, 17 Jun 2020 20:17:37 GMT

Done 👍

Re: Where do i go now with my new contract

Lloydy1 — Fri, 19 Jun 2020 21:25:07 GMT

Welĺ this is a rubbish forum , someone asks for details and dont reply

Re: Where do i go now with my new contract

SaltedCaramel — Fri, 19 Jun 2020 21:47:22 GMT

You took around 10 hours to respond to the request for info but you expect a response within 2?

The info you’ve posted is not formatted correctly so nobody will be able to work out what your stats are.

I’d try Virgin if I were you.

Re: Where do i go now with my new contract

imjolly — Fri, 19 Jun 2020 21:49:41 GMT

This is a customer help customer forum and customers will respond to post as and when they want and only if they think they can help. There is no requirement to respond to any post

Re: Where do i go now with my new contract

Lloydy1 — Sat, 20 Jun 2020 06:55:05 GMT

My bad .......i didnt know i wasnt allowed to have some sleep at night .

If somebody is that clever then they would know what the figures mean

Re: Where do i go now with my new contract

pippincp — Sat, 20 Jun 2020 11:56:19 GMT

Have a read of this post. https://community.bt.com/t5/ADSL-Copper-broadband/Broadband-Top-Tips-to-get-help-on-the-forum/td-p/1481812

If you want assistance you need to post the info detailed in that post. The choice is yours.