Bear with me please as might get tongue tided trying to ask.
I have 1 phone line in my house that is currently utilised by Sky BB but after 10 months of hassle I decided to have BT install a brand new line and took out the BT BB package.
When I placed the order, the availability checker using postcode estimated I would get around 6mb.
New line is now installed and has been up and running since 19th Dec.
Homehub is showing as syncing at 8mb up & 448kbps down and speedtests are showing roughly 5 - 5.5mbs down.
Today out of curiosity I put my BT phone number into the checker to see what is says and I now get this.
Our test also indicates that your line currently supports an estimated ADSL2+ broadband line speed of 11Mbps; typically the line speed would range between 6.5Mbps and 15.5Mbps. Our test also indicates that your line could support an estimated ADSL 2+ Annex-M broadband upstream line speed of 1Mbps and downstream line speed of 11Mbps; typically the downstream speed would range between 6.5Mbps and 15.5Mbps.
Now I assume I am connected using ADSL1 profile and not the so called available ADSL2+ profile.
Now if I can get what they estimate now, it would be better more for the upload speed than extra download speed.
What do I need to do to get this clarified other than trying to explain to someone on the phone who doesn't understand.
I am sorry to see you are having problems
I suggest you contact live chat at this link they should be able to help you
If you still have problems then I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators