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Guaranteed speed altered during fault repair

somniac — Tue, 11 Apr 2023 14:23:08 GMT

Hi all.

My Halo 3 BB speed has been guaranteed as between 20 and 25mps. This was when I took out the contract earlier this year. Not fast because ali cabling but that is another story. 🙂

I have now been told there is a fault on the line when I reported a pulsing dial tone in Digital phoneline. Not anserservice 1571 as I don’t use it.

BT are coming tomorrow to find and correct the fault. So far so good.

But now I have received an email saying my guaranteed speed is 15 to 18mps.

The mail is written as if it is a new account.

Surely my speeds should be guarantedd as the same as when the contract started.

Thoughts?

Re: Guaranteed speed altered during fault repair

-Richie- — Tue, 11 Apr 2023 20:18:35 GMT

@somniacwrote:
But now I have received an email saying my guaranteed speed is 15 to 18mps.
The mail is written as if it is a new account.
Surely my speeds should be guarantedd as the same as when the contract started.
Thoughts?

Your contractual minimum guarantee also known as the 'stayfast guarantee' has not changed, it never does and can't because that is what you accepted as your contract.
The email you have received will be an offer to renew your contract, the minimum guarantee is made up using observed speeds, as you have a fault the recent speeds have been reduced, which is why the new offer has a lower stayfast guarantee.

Wait until the fault is fixed and the service back to normal, within a few weeks the stayfast guarantee will increase as your recently observed speeds will of improved.

Re: Guaranteed speed altered during fault repair

somniac — Wed, 12 Apr 2023 09:23:03 GMT

OK thanks.