Thanks for you help. I've submitted the following mis-selling compaint against BT to Ofcom. I'll see what they come back with and probably follow it up with an ADR submission. (I feel I've got to try something as BT CS don't want to know and the service is degraded to such an extent that many data intensive application, esp. TV catch-up services, simply don't work properly where once they did..):
June 2020: Out of the blue I received from BT a Smart Hub 2 modem/router in the post followed up by an email from them to say I was being 'upgraded' from my not brilliant 6 Mbps downstream, (5 Mbps data rate), ADSL2 service to a 'Superfast Fibre' VDSL2 service, with an estimated downstream speed range of "4Mbps-7Mbps" and led to believe that my service would at least be no worse than it was, so I thought "fair enough". Initially the downstream speed was comparable to the original ADSL2 service, but 1 year later, my downstream speed dropped by 50%. I now sync at a downstream rate of EXACTLY 3.095 Mbps every time I connect, (indicative of a speed cap by BT/Openreach as normally you get a different sync rate every time you connect due to line variations), with a data rate of 2.5Mbps, (if I'm lucky - it's often less), and it doesn't improve if I leave it for the "10 days" training period. It is now unuseable for many things. I twice contacted BT customer services and complained of the 50% drop in service speed. The first time they pointed out my new "minimum speed guarantee" was 2Mbps and didn't want to know. When it dropped below 2Mbps I contacted them again and they then said my minimum speed guarantee was 1Mbps and again didn't want to know. I believe I was mis-sold the VDSL2 service and that has led to a 50% degradation of my broadband service, (I suspect due to a speed cap by either BT or Openreach). Is this sort of mis-selling fair or permitted?
