This topic

why can't I upgrade?

gordond70 — Mon, 26 Sep 2022 13:11:26 GMT

BT have made me an offer to upgrade and save £2.78 a month. But when I try to place the upgrade order they just say not available So what they are telling me just is not true. My current max speed is 16mb and I am advised by BT and others it's not possible to get any faster. 500m from exchange and 17 miles from 3rd biggest city in Scotland. What is the problem why can't I get the BT offer?

Gordon

Re: why can't I upgrade?

imjolly — Mon, 26 Sep 2022 14:08:02 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your upgrade problem

Re: why can't I upgrade?

Les-Gibson — Mon, 26 Sep 2022 14:14:20 GMT

Can you see this offer when you log on to MyBT ?

It could be that the offer is not from BT but made to appear as if it is by some scammer

Re: why can't I upgrade?

gordond70 — Tue, 27 Sep 2022 12:28:18 GMT

Yes the offer was on "my BT". I have since phoned BT and they have made me a slightly better overall offer which will reduce my overall monthly cost. I will not be able to upgrade to faster broadband due to the fact that I have an overhead copper wire connection to the exchange. BT hope to be able to upgrade me by june 2023 Gordon

Re: why can't I upgrade?

licquorice — Tue, 27 Sep 2022 13:17:49 GMT

It's nothing to do with the overhead wire, it is because your line is directly connected to the exchange rather than via a green cabinet.

The equipment for VDSL (super fast broadband) is not allowed in exchanges for technical reasons.