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Lorielus
Beginner
1,050 Views
Message 1 of 14

BT "Guarenteed" Speed 3times the reality - options

Hi,

 

BT advertised a "guarenteed" speed of ~72Mbs on the new home I was looking at.  As I work from home this was vital.  While I wouldn't buy a home for the broadband speed alone, I would simply not have bought a house with inadequate speed.

 

I've done the rounds with the customer service engineer route and with their best efforts they've got me from the initial speed of ~11Mbs to 18/19Mbs, which is simply inadequate for me.

 

I've run the full gamut of arguing with them about the false advertising aspect of this with of course no luck (the property is still advertised as having that minimum speed) and had to arrange to rent an office space in the meantime.

 

However, rant above aside (which I'm calling "context") I wanted to ask for any advice on how to get a new physical line installed that will provide an adequate speed.  I would need to get a service to physcially lay the line, but I can't get any answer from either BT or Open Reach, both of whom seem completely confused that anyone would want such a thing.

 

Many thanks, and apologies for the anger, as you can imagine my frustration level is high, both at them and myself for foolishly believing what they advertised.

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13 REPLIES 13
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,043 Views
Message 2 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

@Lorielus

 

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.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12

 

Or post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 

 

It sounds to me that you are not using the line for personal and entertainment usage, which is what BT Residential broadband is for.

 

You may be offered other faster options with BT Business, possibly a fibre connection, which is more suitable if your income depends on it.

 

 

 

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Lorielus
Beginner
1,035 Views
Message 3 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

Thank you for the respone.

 

Unfortunately, as mentioned in my post, I've got the full gamut with BT (including business) and Open Reach with no luck. they have both confirmed that the speed I currently get (~18/19Mbps) is the maximum, in spite of still advertising 72Mbs to this day.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,029 Views
Message 4 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

Please can you provide the results requested, as there are a lot of expert users on this forum, plus a small specialist BT team.

 

The advertised speed may have been for the postcode area, not your specific address and phone number.

 

 

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Lorielus
Beginner
1,016 Views
Message 5 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

Hi,

 

Apologies, maybe I've been unclear in my post - I've been through all available tech support with BT, I'm not looking for assistance for the current broadband speed, they've told me I have the maximum available (after three separate engineer visits) and I've accepted that (in spite of my anger at the false advertising).

 

To be clearer then, I'm looking for a starting point in who to contact to get a new physical line installed, be it fibre, T1, T3, etc. as I don't appear to have any luck getting BT to understand that request.

 

Many thanks for your time.

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john46
Distinguished Sage
1,013 Views
Message 6 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

You would not get a new line laid just for your self as they are in multicore cables often comprising of several hundred pairs your speed is set by your distance from your local fibre street cabinet
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Lorielus
Beginner
1,009 Views
Message 7 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

Hi thanks,

 

I know I can't do that as a consumer, but I know it can be done as a business, but I don't know where to start, i.e. do I contact a cabling company directly, do I have to go through Open Reach as it would eventually connect to their network, etc.?

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Webby
Distinguished Sage
988 Views
Message 8 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

If you want a business line, without getting a leased line, it would likely come down a different copper pair that takes the same route as your current.
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Lorielus
Beginner
984 Views
Message 9 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

All

 

Thanks again for the replies, but I feel like no one is reading the question (maybe I'm writing it badly).

 

What I'm looking for is advice on who to contact to explore the option of paying for a new modern physical line to be laid, be it fibre, T1/T3 etc. and what the process might look like?

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john46
Distinguished Sage
974 Views
Message 10 of 14

Re: BT "Guarenteed" Speed 3times the reality - options

that would be a leased line and that is down to BT Business and it would be provided by Openreach

this link may help http://btbsecure.business.bt.com/broadband-and-internet/leased-lines/ but be warned it is likely to be expensive the link does give example's
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