Why such different speeds within a very small area?

[louthompson1]

I'm off the phone now. 

They said I should try and get in touch with Openreach as they are the ones that provide the speeds down the line.

I told them I had logged into my hub to look at the stats and it looks like my speed can reach 63 but has been capped at 40, but he said that's incorrect and he's not even sure which screen I was look at to get that info. 

Very frustrating....

[licquorice]

Just wait for the mods to post, don't talk to the helpdesk further. They are talking total tosh, your line is capable of 64M.

I can't believe they told you to talk to Openreach, Openreach don't deal with the public, only ISPs.

[louthompson1]

OK thanks will do!

Who are the mods?  Do they work for BT?

They were basically saying anything said on the community boards is meaningless! 😡 

I said it might be more helpful then to be able to actually email someone at BT but that seems to be impossible!  Hence me seeking help on here... Very rude!

[licquorice]

The helpdesk are clueless. The mods are the only BT employees on this forum and are small team that have a very good record of resolving problems.

[RobbieMac]

Hi @louthompson1,

Welcome to the Community and thanks for your post!

I am very sorry for the conflicting info you received.  I have had a look over your thread.  The reason your speed is slow is that you have been provisioned on a 40/10 profile.  Currently, you wouldn't be able to achieve a connection speed higher than this.

The good news is that there isn't an engineer or anything needed.  We can raise an order to change your profile so that you will get the best speed your line is capable of.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

[louthompson1]

OMG thank you so much! 

So the boards were right and the people on the phone were talking rubbish??

And so I am capable of 60+ speeds??

[licquorice]

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@louthompson1 wrote:

OMG thank you so much! 

So the boards were right and the people on the phone were talking rubbish??

That is usually the case

And so I am capable of 60+ speeds??

Indeed

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Suggest you supply the details as requested, it might take the mods a few days to sort things as they are very busy but they will resolve it.

[louthompson1]

Have done so, thanks.

I wonder if there is any chance of some compensation for the 3 months that I’ve paid for and had the wrong profile?

[pippincp]

Have a word with the mod who contacts you.