Ok thanks. So let me just check that I am correct before I call them...
(1) My account says that I have superfast fibre, (2) my line is capable of superfast speeds, and (3) I'm being charged for superfast fibre - but my speeds are being capped as if I am on essentials?
yes you have been put on wrong package but getting charged for superfast 2 but only getting essential package
The BT engineer on the phone is telling me my line is definitely only capable of 36 maximum.
Could you please tell me specifically what you saw on the screenshots that told you different?
The maximum data rate in message 8 shows your line is capable of 64M.
The guy on the phone is just quoting the handback threshold of 32M which is totally irrelevant in this case.
He is insistent that although the hub may be saying its capable of 63.9 the actual line into my house is only capable of a maximum of 42 🙄🙄
He is talking absolute ******* hang up and call again. He is just quoting the figure that the checker shows your line must be below to be considered a fault, however, you don't have a line fault you have a misconfiguration fault. If the next operative is no better post back and we'll get the mods involved.
It won't be an engineer just someone from the helpdesk as @licquorice says your stats show your line should be somewhere about 60mb+ with attainable at 64mb
I've asked to lower my package to remover the plus as I'm paying for a package offering speeds that I'm being told my line is nowhere capable of being able to achieve but they are saying I cannot downgrade halfway through my contract.
I am paying £59.99 per month for superfast fibre plus and could be paying £45.99 for Superfast Fibre (without the PLUS) which offers estimated speeds of 38.
Don't know what to do at this point...
Don't do anything, I'll ask the mods to intervene, they will post an invite on this thread.
Nope, nothing....can't downgrade my package mid contract and she's just going to raise a complaint that the website is misleading...
They are still insistent that even if I upgraded to the ultimate fibre package my line would still only be capable of 42.
At the moment they said I am consistently getting 40 but my generic speedtest app only tells me 29.