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Message 1 of 10

Why should I pay for a service I do not receive most of the time?

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My download speed is very low and so is my upload speed. 

Why am I being charged as much as someone that has excellent broadband?

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Message 2 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Because to a degree at least, the provision of the service is a more costly component than the cost of the speed of service.  I've been in the same situation myself, and my in-laws still are, paying twice what I pay for an unreliable service that at best is 1/20 the speed I now get!


I only learn by making mistakes and owning up to them - boy do I learn a lot!
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Message 3 of 10

Re: Why should I pay for a service I do not receive most of the time?

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But if the service is so poor that there is NO broadband what am I paying for? 

if people get broadband 7 days a week and I get it only 5 days then why am I paying the same?

I didn't sign up to have broadband some of the time.

 

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Message 4 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Really don't get this....if you're unhappy then come renewal time just switch to a isp that will guarantee  a 24/7 lighting fast service. 

When you eventually find one would you be so kind as to let others know.

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Message 5 of 10

Re: Why should I pay for a service I do not receive most of the time?

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The speed you receive is a consequence of physics, you undoubtedly are on a long line , ADSL/VDSL-FTTC are rate adaptive systems , the longer the line , slower the speed has to be for stability , that’s why FTTP is superior in that line length is irrelevant.

As far as why are you charged the same as someone who gets better speed , because they are on a shorter line is the only difference between them and you, and it’s never been the case that the speed obtained is a factor in setting price , you are connected to exactly the same equipment, so the fixed costs are the same , if price were based on the assets allocated, arguably because you consume more of Openreach assets ( your copper pair cable/ line is more expensive for Openreach to supply and maintain than a shorter copper pair line) you potentially would pay more if the pricing were based on what the line costs provide….much like posting a letter , the costs are same for all customers, irrespective of the individual cost of providing the service.

If you feel the speed you get means that you have effectively a connection that can’t handle the demands you place upon it , there is no compulsion to keep it , look at satellite or mobile based broadband.

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Message 6 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Sadly there is no fibre for our road and no plans for it last time I checked
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Message 7 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Thank you
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Message 8 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Im sorry I didn't explain myself more clearly. I often do not have any internet and most of the time I cannot upload anything. So if BT are not providing me with a service, why should I pay the same.

surely the deal is I pay for a service, they provide the service. If the service is down a lot of the time. I can accept that, what I find hard to swallow is paying the same as someone which has constantly good service. I'm not even asking for a super fast service. I have made peace with a web page taking ages to load or for uploading pictures to the internet to take a few minutes. But when you can't even use the internet when you've paid for it it's disappointing to say the least.

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Message 9 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Good afternoon @DorsetCustomer.

Welcome back to the Community!

I can totally understand why you'll feel let down if your services haven't been working as expected, and in the instances where this is the case we would always recommend reaching out to us so we can investigate further. 

We have an automatic fault checker that can guide you through some troubleshooting steps and run a check on your line, then if needs be we'll help you arrange an engineer appointment, or call back from our team. 

If a fault is identified, you may be entitled to automatic compensation for the loss of service too, so it's always worth getting in touch.

Peter

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Message 10 of 10

Re: Why should I pay for a service I do not receive most of the time?

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Sounds similar to my experience.

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