The new Ofcom Code of Practice regarding minimum speeds offered to consumers does not come into force until October 2015.
It does not say that ISP must guarantee speeds, rather that they must give an estimated range of speeds that the customer can expect and that the estimate should be based upon the minimum guaranteed access speed, which is the speed that the average line for that area can get. It is not a guarantee for an individual line.
If the speed does not meet the estimated range the ISP must try and fix the line so that it achieves the speed or allow the customer to leave the contract without penalty. they can offer other things such as a lower package price but this does not remove the option to leave without penalty.
It is a voluntary code which BT have signed up to. The only sanction for any company who has signed up to it and do not deliver the speed is that they will have their name removed from the list of those companies that have signed up to it.
When it does come in fruition it will only apply to new contracts and will not be applied retrospectively.
See link for the full guidelines.
it would help if you post the stats from your hh5 - troubleshooting then helpdesk
From these stats you are not going to reach the 'A' value more like the impacted value suggesting problems with your line. I still don't think BT has changed policy to guarantee a speed as shown by information posted by gg30340
If you have a "guarantee" could you post a copy of what it says as I also have doubts about it being a "guarantee" and suspect it is more likely a " you will achieve"
Now getting 36 mbps.
Last year when Openreach had trouble finding my exisitng connection they didn't fancy sorting out the star-wired mess of phone lines installed in 1984 when the house was built and instead ran me a new line and new master socket. What I didn't realise is they had connected the old wiring in as an extension. This is unusused and mostly coiled in the loft - obviously acting as an aerial!
Now in the test socket and all is good. Hopefully some of the cable for the extension is still good as I wanted to move the router to a more convenient location. But if not some drilling and routing of cat cable to be done.
so the problem was internal just as well you didn't get engineer visit
glad you managed to solve the problem
I'm still surprised it made a difference - although it could be a faulty face plate - I haven't removed the wires for the extension to check. When they pulled a new cable over for me they put their network tester on in to check the quality, must have been before he clipped the extension in.
Anyway, I'm a happy customer for the time being.