Slow Wifi, Bt reduced guaranteed speed I can get and no more superfast.

[Traerich]

Hi, I live on Dartmoor but until recently was happy with Superfast Broadband from BT with c. 14-17mbps with a guarantee of either 14 or 11 (can’t 100% remember).

in the last 6 weeks or so, we have been experiencing buffering, slow speeds of 0.9-4mbps.

I intended to deal with it after Xmas but none of their diagnostic stuff would run as insufficient speed. I now have an engineer booked.

My question is, I now don’t have super-fast on my account and my  speed is now only 9-10 with a guarantee of 8! All for £27.99a month. I wasn’t aware of this change and don’t know where I stand. 

Getting it to 8 is my priority at the mo, but how can they previously guarantee more a d reduce it/withdraw what I am paying for with no notification.

Is anyone else in the same situation?

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem