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Aspiring Contributor
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Message 1 of 13

Exchange upgraded and still waiting for faster speed

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I've had around 7mbps from the Brixworth exchange for years. The exchange was upgraded a few months ago. My next door neighbour is with PlusNet and gets around 13mbps; he received a letter from PlusNet straight after the exchange was upgraded and got the higher speed then.

 

If I apply as a new customer on the BT website it says I will get 13mbps as "BT will always give customers the fastest possible speed". I've tried BT online chat and calling BT support. I get told different incorrect things each time.

 

Does anyone know when I should expect to get upgraded to get the higher speed now available on the Brixworth exchange?

 

Thanks.

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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: Exchange upgraded and still waiting for faster speed

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yu normally get an email from BT advising about the exchange upgrade but even then it can be days/weeks/months before your line is inthe batch to be upgraded.

 

by contacting sales and agreeing a new contract it has been possible to jump the queue and get the upgrade quicker than waiting for the email  uk sales 08007830056





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Contributor
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Message 3 of 13

Re: Exchange upgraded and still waiting for faster speed

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Yes, Cornwall is getting superfast BB which is at my exchange now but no sign for me!
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Aspiring Contributor
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Message 4 of 13

Re: Exchange upgraded and still waiting for faster speed

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Thanks to you both for taking the time to reply.

 

I've spent another hour on the phone to BT, being bounced between sales ("it's a technical issue") and technical ("its a sales issue"). Nobody understands the issue including: "it's only 6mbps - it's not that much different" and "we only gaurantee 1mbps". Nobody understands that it just needs an engineer to visit the exchange and upgrade me the same as PlusNet did months ago with my next door neighbour.

 

I give up. I'll wait until by contract expires in October and then transfer both landlines in the house to a provider who actually cares about its customers.

 

Thanks again for taking time to read and respond.

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Distinguished Sage
Distinguished Sage
1,208 Views
Message 5 of 13

Re: Exchange upgraded and still waiting for faster speed

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you can try contacting the mods who have been able to help some others 

contact mods



can take up to 3 working days for mods to contact you



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Distinguished Sage
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Message 6 of 13

Re: Exchange upgraded and still waiting for faster speed

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Hi I suggest you contact the forum mods they should be able to get your upgrade sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved
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Aspiring Contributor
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Message 7 of 13

Re: Exchange upgraded and still waiting for faster speed

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Thanks again.

 

I've contacted the moderators as you suggest.

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Distinguished Sage
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Message 8 of 13

Re: Exchange upgraded and still waiting for faster speed

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they have a great reputation and will get it resolved for you
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Aspiring Expert
1,195 Views
Message 9 of 13

Re: Exchange upgraded and still waiting for faster speed

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I contacted the mods ages ago with a similar question and had no response

 

I saw somewhere they had a back log

 

Is that still the case?

 

thanks

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Distinguished Sage
Distinguished Sage
1,187 Views
Message 10 of 13

Re: Exchange upgraded and still waiting for faster speed

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I did see one of the mods posting and saying there was a bit of a backlog and taking longer than normal 3 working days to respond



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