cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Aspiring Contributor
1,083 Views
Message 1 of 10

Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

Hi all,

I worked my way through the online BT broadband troubleshooter and it determined I have a fault. It then came up with the question: "Is this speed guarantee 3+ claims?" Initially I selected "Yes", which then suggested I carry out additional checks. I changed this to "No" at which point it stated that there is an outside fault. It confirmed contact details and the fault has now been submitted for repair.

Anyway, my question is what does the question "Is this speed guarantee 3+ claims?" mean. Thanks.

0 Ratings
Reply
9 REPLIES 9
Highlighted
Sage
1,054 Views
Message 2 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

I haven't a clue, I would never use an online troubleshooter.

0 Ratings
Reply
Highlighted
Aspiring Contributor
1,027 Views
Message 3 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

@pippincpwrote:

I haven't a clue, I would never use an online troubleshooter.


Well that doesn't exactly answer my question...

I guess it's personal preference but having completed all the checks recommended on this forum, I was pleased to see the option to troubleshoot the problem via my bt.com account rather than by phoning CS - and it happily raised a fault for me Smiley Happy Now we'll see if the issue gets fixed - estimate is 3 days...

0 Ratings
Reply
Highlighted
Recognised Expert
1,019 Views
Message 4 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

I reckon it is something to do with the Ultrafast 100Mbps speed guarantee where if it falls below that you can claim £20 up to 4 times a year  see this link  https://www.productsandservices.bt.com/products/ultrafast-speed-guarantee/?s_cid=con_FURL_fasterspee...

0 Ratings
Reply
Highlighted
Aspiring Contributor
1,011 Views
Message 5 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

@conradwrote:

I reckon it is something to do with the Ultrafast 100Mbps speed guarantee where if it falls below that you can claim £20 up to 4 times a year  see this link  https://www.productsandservices.bt.com/products/ultrafast-speed-guarantee/?s_cid=con_FURL_fasterspee...


Yeah a bit cryptic but looks like that's it. thanks.

0 Ratings
Reply
Highlighted
Aspiring Contributor
987 Views
Message 6 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

@sandbrainwrote:

I guess it's personal preference but having completed all the checks recommended on this forum, I was pleased to see the option to troubleshoot the problem via my bt.com account rather than by phoning CS - and it happily raised a fault for me Smiley Happy Now we'll see if the issue gets fixed - estimate is 3 days...


UPDATE: Raising fault via troubleshooter on bt.com worked well for me. OR engineer turned up at 08:00 this morning, less than 24hrs after raising fault - and he could see the additional comments I submitted. Good increase in speed; hoping connection remains stable Smiley Happy

0 Ratings
Reply
Highlighted
Distinguished Expert
Distinguished Expert
978 Views
Message 7 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

@sandbrain wrote:

@sandbrainwrote:

I guess it's personal preference but having completed all the checks recommended on this forum, I was pleased to see the option to troubleshoot the problem via my bt.com account rather than by phoning CS - and it happily raised a fault for me Smiley Happy Now we'll see if the issue gets fixed - estimate is 3 days...


UPDATE: Raising fault via troubleshooter on bt.com worked well for me. OR engineer turned up at 08:00 this morning, less than 24hrs after raising fault - and he could see the additional comments I submitted. Good increase in speed; hoping connection remains stable Smiley Happy


Agreed.
I used the troubleshooter some months ago, mainly out of curiosity.
Being 600 metres, or so from the cabinet, you would expect some sort of noise interference, as the cable runs along a busy main street. There was a vaiation of noise margin throughout the day.

However the troubleshooter logged a fault, and Openreach fixed a terminal connection problem the same day, without having to prompt or ask for assistance.

VDSL has been stable since then, with an improvement in speed.

However, would advise not to use the troubleshooter unless absolutely necessary - "if it works, don't touch it".

Highlighted
Beginner
503 Views
Message 8 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution
So does this mean we should answer "no" if we don't have the Ultrafast Speed guarantee?
0 Ratings
Reply
Highlighted
Aspiring Contributor
491 Views
Message 9 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

@scook94wrote:
So does this mean we should answer "no" if we don't have the Ultrafast Speed guarantee?

That's correct, answer "No".

0 Ratings
Reply
Highlighted
Beginner
482 Views
Message 10 of 10

Re: Broadband Troubleshooter question "Is this speed guarantee 3+ claims?"

Go to solution

Thanks, that's what I did and they confirmed a fault at their end. Bizarrely, if I clicked "yes" (i.e. I would have been due compensation), they say there's no fault and the problem is at my end! Smiley Frustrated

0 Ratings
Reply