900mbps Broadband delivers less than 100mbps

[ralv]

Hi everyone,

I'm looking for some advice regarding my BT Full Fibre service.

I'm paying for the 900 Mbps package, with a guaranteed minimum download speed of 700 Mbps. However, the speeds I'm actually receiving are consistently nowhere near that level. Most of the time I'm seeing download speeds between 25 Mbps and 60 Mbps, and today the speed test showed only 5 Mbps.

I've already tried restarting the Smart Hub several times in the past. Occasionally this provides a temporary improvement for an evening, but the issue always returns and the service remains far below the speeds I'm paying for.

Given that BT's guaranteed speed for my line is 700 Mbps, and I'm regularly receiving less than 10% of that, I'm concerned that BT is not providing the service specified in my contract.

My question is: if BT is unable to resolve this issue and provide speeds anywhere close to the guaranteed minimum, would I be entitled to leave the contract without paying any early termination or cancellation fees?

I'd appreciate any advice from forum members who have been in a similar situation or know BT's policy on this.

Thankss

[gg30340]

As regards the BT speed guarantee you would need to report a fault and assuming the problem is not with your own equipment, BT have 30 days to return your speeds to what they should be.

See link.

BT's Stay Fast Guarantee | Broadband Help | | BT Help

The speed guarantee is for speeds to your Smarthub not to your device. You should also ensure that you are checking with an Ethernet connected device and not by wifi as BT or any other ISP will not guarantee wifi speeds as there are too many variables that can affect those speeds.

You should check the speeds using Fast.com which is used  on the BT speed test page BT Speed Test  

Having said the above, your speeds are very poor and should be a lot higher than what you are seeing regardless of it is wifi or wired speeds.. 

What device are you using.?

Have you tried the speed tests on different devices.

[iniltous]

My question is: if BT is unable to resolve this issue and provide speeds anywhere close to the guaranteed minimum, would I be entitled to leave the contract without paying any early termination or cancellation fees?

Yes , if you do have a  speed that consistently falls  below the minimum guaranteed speed  and BT fail to restore that guaranteed speed , penalty free release from any contractual obligation is offered once it’s agreed that BT cannot deliver what they ‘promised’ , but it’s almost certainly the case that BT are providing what they are obliged to , and the problem will be with your equipment or the way you are measuring the speed of the service.

[Anonymous]

If you contact them they'll do a line test which will inevitably show you getting the required speed to the router. 

You'll have to insist on an engineer visit so they can witness your predicament. 

[garybs29]

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@Anonymouswrote:

If you contact them they'll do a line test which will inevitably show you getting the required speed to the router. 

You'll have to insist on an engineer visit so they can witness your predicament. 

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Insist on an engineer visit to prove it's an equipment issue or issue in the home most likely which would be chargeable if no line fault, such great advice as always

[Anonymous]

Gob**bleep**e

whlie I appreciate the sarcasm I was referring to the op's equipment like the ont / router etc all supplied by BT

There's obviously a serious problem to be getting such low wifi speeds 

[pippincp]

The OP's equipment is not the ONT or BT hub They belong to Openreach and BT. Until the OP post back on how they are coonected, Wireless, ethernet etc we don'rt know where to start to diagnose.

@garybs29 was quite correct to point out that if the problem turned out to be the OP's equipent there may be a charge applied to the unneccessary engineer call out.But you knew that anyway.

Lets wait for the OP to post back with more neccessary info.