This topic

Miss Sold Speed - Options

macca81625 — Tue, 07 Nov 2023 13:56:14 GMT

So...

I've been sold a wrong minimum guarantee. I've been sold 26mbps minimum in FTTC.

My cabinet is 1.5 miles away (rough) no idea how long or route the cable takes, but either way it's a long way and serves property on the way.

The openreach UPRN search shows a maximum of 16mbps, minimum of 7. I'm 10 days in, I'm getting between 7 and 12. I think I'm still in the "speed testing" phase as my hub often disconnects and reconnects (usually at the 7).

This kind of line is my only option for Internet, not cabled and mobile broadband indoors is just hopeless no matter where the hub was.

So... my question really. What are my options if

1. My speed settles less than 10 with mobile signal being useless indoors. Lucky if it connects properly.

2. My speed settles above 10. Apart from £20 not hitting speed guarantee, is there any other course of action for me? As I'm stuck to FTTC until openreach suggestion of December 26. I have the live chat (that's how I ordered) transcript of me pleading and ensuring, is that speed right, are you sure it's right etc.. so I assumed she knew something I didn't.

Like to.more know my options so I know where and how to go next.

Re: Miss Sold Speed - Options

iniltous — Tue, 07 Nov 2023 16:06:00 GMT

If you were given a guarantee of 26Mb on a line that apparently is not going to deliver that , then after the appropriate period where it will be established that the speed guaranteed was never achievable, then you can be released penalty free from your ‘contract’ , however , provided there isn’t a fault , and the speed is what the line is capable of , then no provider can magically get more speed from it , so once released by BT , your next provider will deliver , more or less, the same speed.
However , given the details posted from the DSL checker , you should never have been given 26Mb , as it’s clear the line cannot deliver it , it should be in line with the download handback threshold of around 6-8 Mb, so are you sure you were ‘promised’ 26Mb , that seems way off the reality of your ‘line’

Re: Miss Sold Speed - Options

imjolly — Tue, 07 Nov 2023 16:32:52 GMT

@macca81625

can you post stats from your router if hub then hub manager then advanced settings then technical log information

if not on digital voice can you check line for noise by dialling 17070 option 2 should be silent and best with corded phone

Re: Miss Sold Speed - Options

-Richie- — Tue, 07 Nov 2023 19:40:34 GMT

@macca81625wrote:
Like to.more know my options so I know where and how to go next.

Your options are explained at What is BT's Stay Fast Guarantee?

How does the guarantee work?
We'll give you your very own Stay Fast Guarantee, based on your broadband speeds, when you join or re-contract with us.
If we find a problem, we'll reset your Hub remotely and you won't have to do a thing. If there's a bigger issue, we'll work out the best solution and get in touch.
You can check your broadband speeds using our speed tester. If they're not what they should be, we'll run checks to fix the problem and send out an engineer if needed.
If your speeds aren't back to normal after 30 days, we'll give you £20 back. You can also choose to exit your contract without paying a charge for cancelling it early.

Re: Miss Sold Speed - Options

macca81625 — Mon, 13 Nov 2023 16:30:44 GMT

I absolutely was sold that guaranteed minimum.

I've even had an email confirming. I now seem to be getting around 13mb. I've no idea why they sold me this minimum when I know its not achievable, I did query it several times beforehand. Asking "are you sure" etc...

Re: Miss Sold Speed - Options

macca81625 — Mon, 13 Nov 2023 16:33:09 GMT

I shall post them later today, I forgot I'd even posted this. Used my work email and it wouldn't send verification email 🙈.

I'm absolutely not getting that minimum and I know its not achievable. The openreach engineer told me so too. The cabinet is 1.5km away (I checked today).

What can I do if I can't get 10mb properly when it's settled? It seems to be resetting every 12 hours. It'll comr back with about 9mb on unless I reset it again

Re: Miss Sold Speed - Options

macca81625 — Mon, 13 Nov 2023 16:35:25 GMT

While I know the generic options as the welcome email told me exactly the same.

I was asking about

1. Recourse for being misold (if that's possible)

2. If I don't get a minimum 10mb, what are my other options? I've seen a right to decent broadband and 10mb is the threshold. But I cant find much more about it.

Re: Miss Sold Speed - Options

imjolly — Mon, 13 Nov 2023 17:48:17 GMT

@-Richie- posted your options if BT cannot provide your stay fast guarantee speed

The minimum 10mb connection speed which you mentioned also assumes you cannot get at least 10mb connection speed using a mobile phone provider

It would help if you posted the connection stats from your hub - advanced settings then technical log information

Re: Miss Sold Speed - Options

macca81625 — Mon, 13 Nov 2023 23:10:10 GMT

Re: Miss Sold Speed - Options

Anonymous — Tue, 14 Nov 2023 08:10:34 GMT

Banging the "mis-sold" drum will get you nowhere other then being able to cancel your contract penalty free & maybe a few quid as a goodwill gesture.

You can enquire about the 10Mb "Right to a decent connection" if your line is genuinely not capable of supporting it, but with the advent of Starlink, it would seem pretty much worthless these days.

Probably best to start investigating 4/5G coverage.

Re: Miss Sold Speed - Options

licquorice — Tue, 14 Nov 2023 08:17:03 GMT

You are getting 13M, in excess of the 10M USO.

Your options are simple, take it or leave it.

Re: Miss Sold Speed - Options

iniltous — Tue, 14 Nov 2023 08:35:03 GMT

Your line is delivering 13Mb so it already satisfies the 10Mb or better ‘decent’ connection, so you have no ‘claim’ on that basis.

As far as recompense, what do you think is appropriate ? , ( alongside the right to be allowed to leave your ‘contract’ penalty free ) , £20 , £100 , £1000, £10,000….what exactly has been your ‘injury’ during this process, warranting any ‘extra’ compensation over the £20 ? , and once released from your ‘contract’ , given you don’t appear to have a workable alternative, would you happily take the same 13Mb service from another provider ( assuming they give the correct speed estimate ) , so exactly the same performance as what you have now but you would be ( somewhat strangely ) ‘happy’ that although they are not providing anything different at least they didn’t make claim about the speed that you knew was likely to be false anyway .

Could you post the part of the email that ‘guaranteed’ 26Mb .

Re: Miss Sold Speed - Options

macca81625 — Tue, 14 Nov 2023 09:01:04 GMT

Your response comes across like being sold a speed that just isn't available isn't an issue. Its about bad practise to start with but then there's the following facts.

1. On their minimum guarantee, I went and ordered sky stream thinking they knew something I can't see. I'll probably be able to get out of that contract after hours on the phone of my time thanks to bt sales who jusr wanted to close a deal. Sky want 24mbs minimum for sky stream and its useless as it stands.

2. I am a gamer, at 13mbs I won't bother until FTTP is in given I've go a teenage daughter who is an Internet user. But I did purchase 2 new games, fifa and COD in anticipation of 26mbs. No refund available on digital purchases as these have an offline mode. I won't play them offline but it leaves me lumbered with games I won't play.

3. Then there's wasted time from a qube engineer, then possibly an openreach engineer to tell me what I already know and what I alerted the salesperson to. Theses engineers will come at a cost of days off work for me as working from home, just isn't doable on the connection as it stands. Teams meetings etc.. just do not load correct, that's fine I don't care I cant work from home but it will mean time at home as BT follow their complaints process.

I don't know what's fair, I'm asking what's the consensus thought? For my time and aggravation to go through the process, buying stuff in anticipation and the bad practise from an agent £20 just isn't enough.

I would be relatively happy with 13mb if I can actually get that with any decent reliability.

I have attached though, my main issue. The 13mb I got last night is now less than 9 this morning (I tested from work on bt app.

For those talking about starlink as "decent Internet" option. If you read ofcom, the decent Internet boils down to being less than £54 a month. Starlink starts at £75.

I have attached my guarantee, well the email recently, asking if my Internet is alright showing the guarantee.

I've also attached my speed test from app showing less than 9mbs this morning.

Re: Miss Sold Speed - Options

licquorice — Tue, 14 Nov 2023 09:18:48 GMT

Hmm, given that you were extremely dubious about the guaranteed speed in the first place, why did you go ahead and order those items without waiting to see what the reality would turn out to be?

Re: Miss Sold Speed - Options

Anonymous — Tue, 14 Nov 2023 09:29:09 GMT

@macca81625wrote:
For those talking about starlink as "decent Internet" option. If you read ofcom, the decent Internet boils down to being less than £54 a month. Starlink starts at £75.

No, Ofcom state that if BT provide a service under the guarantee, it will not cost more that £54pm. But as I said, my interpretation is that now Starlink is universally available, virtually no one will qualify as being unable to receive a 10Mb minimum.

But it seems you're far more interested in pursuing the compensation route that actually getting a service, so I'll bow out.

Re: Miss Sold Speed - Options

iniltous — Tue, 14 Nov 2023 09:38:14 GMT

I doubt you will get anywhere with any compensation claim , apart from what’s stated in the T&C’s , so ask to be released from your deal , or stick with it and make 4 claims of £20 per year , so basically an £80 discount on whatever price you agreed to pay, potentially £160 if a 24 month deal .

Its still the case that , if released from your contract, you would ( given your apparent lack of an alternative ) take the exact same service from another provider.

In my opinion , you have no real complaint , if you were given an accurate speed estimate you would have still taken the service , yes it’s unfortunate that somehow inexplicably you were given an estimate that was not based in reality, ( which begs the question , how did this happen given the wholesale checker gives an accurate speed estimate , was the wrong address identified at the inception of the order ? ) as noted , you were sceptical of the speed guarantee , yet you apparently ( recklessly ) made purchases based on what you suspected was inaccurate information anyway .

Re: Miss Sold Speed - Options

macca81625 — Tue, 14 Nov 2023 10:33:16 GMT

Re: Miss Sold Speed - Options

imjolly — Tue, 14 Nov 2023 10:49:34 GMT

your stats show a 13mb connection so greater than the 10mb USO the 10mb is connection speed not download speed

Re: Miss Sold Speed - Options

Weerab1983 — Tue, 14 Nov 2023 13:18:46 GMT

When I first got fibre broadband when I was still at my parents, upgrading from adsl, I had the same issue.

The problem was due to openreach not completing an action at the cabinet. Has this been ruled out of you are just signing up to your first fibre connection?

Re: Miss Sold Speed - Options

macca81625 — Tue, 14 Nov 2023 13:50:56 GMT

My hub after shows 9mb and less. Like posted above, speed to hub was less than 9. If I reset later it may go back above 10 but doesnt always