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gwuk
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Message 1 of 24

Wrongly connected to Fixed Rate ADSL rather than Max service

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After switching my service to BT 1 month ago I have only been receiving a download speed of only 0.5Mb/s. The line supports 6Mb/s and I had this with my previous supplier on the same line. I have eventually managed to get an openreach engineer to confirm that the problem is because my service has been set up as fixed rate at 0.5Mb/s rather than as a max rate service. My noise margin is 37.3dB. Openreach say only BT retail can change this because it is an account issue. 

 

Unfortunately, I cannot get anyone at BT to understand what this means or to do anything about it. It has taken 1 month to get to this point and 4 attempts to get an engineer to attend,  no one turning up for the first 3 appointments. Can anyone suggest who I can speak to to get this resolved? 

 

Thanks

Graham 

 

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Message 2 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Which BT Home hub do you have?

 

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gwuk
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Message 3 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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Hub4. But engineer confirmed problem is at BT account not with hub 

 

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Message 4 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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@gwuk wrote:

Hub4. But engineer confirmed problem is at BT account not with hub 

 


You will still need to provide the availability information before a moderator can be asked to look into it.

 

Please can you also post your current connection speed from your home hub 4.

 

 

 

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gwuk
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Message 5 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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From hub 

Data rate 288/576

 

BT dsl availability check says 1-3Mb/s but openreach confirmed should be 5-7Mb/s in keeping with what was achieved previously 

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Message 6 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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When you placed the order with BT, what was the guaranteed speed that you were given?

 

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gwuk
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Message 7 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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A guaranteed minimum of 1 Mb/s

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Message 8 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

 

You will need to view this forum on the full version, not the mobile version, to see the link to the form.

 

Once you fill the form in, you will receive an enquiry number, and one of the moderators will contact you, when you reach the top of the queue.

 

Under ideal conditions, the moderators can normally deal within 48 hours, but they are running a bit behind at the moment as they are only a small team based in the UK. They will however take full ownership until any issues are resolved.

gwuk
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Message 9 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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Thank you for your help.  All I get from tbe standard call centre is instructions to check Wifi channel etc, even though this is nothing to do with that!

 

Graham 

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Message 10 of 24

Re: Wrongly connected to Fixed Rate ADSL rather than Max service

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You will need to confirm that you have tested the connection speed at the test socket, with no other extension wiring connected at any point.

It would be unusual for a fixed rate product to be provided, as I don`t think that can be ordered any more.

 

A faulty port in the exchange is a possibility.

 

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