Speed below guaranteed - "Right to exit removed"

[Plivesey]

Hi,

I have recently raised a fault via the BT speed checker as my speed is below the contracted 'guaranteed' speed that I was promised when signing up in August.

However, the fault says the following, which makes no sense as I have not been asked for any information:

> Right to exit removed

> We’ve had to remove your right to exit your contract without penalty, as we’ve not been able to monitor your speed or get any required information from you.

To be honest I am more interested in getting my speeds back, however this has been an ongoing problem.  Any ideas? 

When I look on the 'upgrade' page on BT it shows my "current package" with a considerably lower speed than the one I signed up to and have in my initial e-mails as well as the one showing on my products page.  My fear is they have basically just dropped my speeds and are refusing to let me exit the contract.

[AdamL79]

I've had the same issue which was caused by a question about the cable used to connect the Openreach FTTP modem to the Smart Hub 2 - I was asked if it was the original cable and because I answered yes it locked out the right to exit.

I have been getting sub 100Mbps speeds and when I looked at the router status it was because the WAN speed link was capped at 100Mbps. Having spoken with BT this morning they have said that it is a problem with the cable and they are sending a new one out - they have said that only the red ended cables will work and other ethernet cables are not compatible with the Openreach modem.

[imjolly]

@Plivesey 

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

the speeds quoted by BT are connection speeds not download speeds

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

[Plivesey]

Thanks for the response!

I do not have a phone so cannot do the dial test.  Here are the router details:

Product name:

BT Hub 6A

Serial number:

+084318+NQ92721490

Firmware version:

SG4B1000E020

Firmware updated:

29-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

2 Days, 9 Hours 37 Minutes 4 Seconds

Data rate:

8.68 Mbps / 18.00 Mbps

Maximum data rate:

9038 / 29323

Noise margin:

6.3 dB / 10.5 dB

Line attenuation:

-14.9 dB

Signal attenuation:

26.5 dB / -14.9 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

1 GB Uploaded / 50 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-69M9

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-69M9

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

D0:57:94:C3:FE:9D

Software variant:

-

Boot loader:

0.48.8-sec

And here are the wholesale stats:

Thanks,

Philip