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wendyhoyle
Beginner
711 Views
Message 1 of 17

Broadband speed

Can anybody tell me what you have to do to get a manager from the value team to contact you ?

I have had a problem with my broadband speed since signing up to BT (January 29th 2020) my upload speed is a pathetic 0.4 Mbps. we have had several engineers out to try sort the problem out.  No better , Why promise a speed guarantee if you do not stick to it ?

I rang on Saturday 29th Feb and was promised that a manager would contact me within 72 hours. it is now the 10th March and despite contacting BT 4 times to discuss this I keep getting told you have a call booked for tomorrow or this afternoon or tonight, fobbed off time and time again and still no call back.

Disgusting customer service !!! 

 

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16 REPLIES 16
Keith_Beddoe
Distinguished Sage
Distinguished Sage
704 Views
Message 2 of 17

Re: Broadband speed

@wendyhoyle 

Welcome to this user forum. I assume you are on just basic broadband?

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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wendyhoyle
Beginner
694 Views
Message 3 of 17

Re: Broadband speed

I have put my number in and it returned a form I do not understand any of it or how to forward it to you. My package is superfast broadband stay fast Guarantee is 5Mb
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
690 Views
Message 4 of 17

Re: Broadband speed


@wendyhoyle wrote:
I have put my number in and it returned a form I do not understand any of it or how to forward it to you. My package is superfast broadband stay fast Guarantee is 5Mb

You can either copy and past it into a post, or upload a screenshot of the results using the camera symbol on the editor toolbar. Remember to edit out your phone number.

Capture.JPG

That speed seems too slow for superfast broadband, so something is wrong.

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wendyhoyle
Beginner
678 Views
Message 5 of 17

Re: Broadband speed

I know its rubbish ! It is FTTC and we live a long way from the cabinet. I was with Sky I thought that was rubbish speeds but it was better than what we have now !
I'm sorry I have no idea how to do the above mentioned,
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imjolly
Distinguished Sage
Distinguished Sage
674 Views
Message 6 of 17

Re: Broadband speed

post hub stats  if hh6 then advanced settings then technical log information  



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
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RobbieBaron
Aspiring Expert
674 Views
Message 7 of 17

Re: Broadband speed

Please post your full router stats. We should be able to tell that way.

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wendyhoyle
Beginner
662 Views
Message 8 of 17

Re: Broadband speed

I know you are trying to help but I do not know the first thing about computers so I do not know how to do that, sorry
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
651 Views
Message 9 of 17

Re: Broadband speed

As you have not receive a reply from the value team,

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Meanwhile you may find this page of help.

https://community.bt.com/t5/Archive-Staging/Broadband-Top-Tips-to-get-help-on-the-forum/m-p/1481812#...

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wendyhoyle
Beginner
634 Views
Message 10 of 17

Re: Broadband speed

Thank you.
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