Full fibre package in a non Fibre area

[CharlieDion]

moved house early this year and spoke to BT about moving the package over. no issues there, transition was okay.

but as we settled in we started noticing the TV kept pixelating every time we started streaming, or online games started to lag. the gaming was put down to other issues till i downloaded a new game, it took 20 hours at 23Mbps. 

this concerned me because i am paying for a guaranteed 49Mps and an average of 54-60Mps.

i contacted customer support and got some software tweaks but still showed 0 upload speed so an engineer was sent out. but they never arrived

i reported the issue and got told it was not fixed in 30 days so i could cancel free of charge... but still no fix.

now i find that BT doesn't have fibre in the area! so how can they charge me for a service that they don't even provide!??

[rbz5416]

You have FTTC, Fibre to the Cabinet. That is different to FTTP, Fibre to the Home.

You need to report the fault again, maybe online.

https://www.bt.com/help/report-and-track-your-bt-problem

[licquorice]

There is no difference in price for a given package regardless of how it is delivered.

[CharlieDion]

But the package isn't being delivered nor is BT able to provide the package.

That is my issue.

[CharlieDion]

I used that service before, but I will try again now that I know the cause of my issue.

[imjolly]

@CharlieDion 

enter your phone number provided you don't have digital voice or alternatively enter your address and post results including all the notes  this will show what is available to you

https://www.broadbandchecker.btwholesale.com/#/ADSL

[CharlieDion]

I don't have any of that information available unfortunately. It all seems to numbers relating to BT hardware

[rbz5416]

@CharlieDion 

Just click on the address tab & enter your postcode.

[iniltous]

Obviously you can’t have a full fibre package in a non fibre area ,  but that’s only on speeds  over 80Mb

( Speeds over 24Mb and upto 80Mb can be had via FTTP and FTTC , (Fibre To The Cabinet ) , which is still sold as ‘fibre’ , but is not sold as ‘full fibre’  , given your guaranteed speed FTTC is obviously what you are on, you were not sold full fibre package if you are not in an FTTP area.

If your service isn’t reaching the minimum speed , it’s almost certainly due to a fault , either outside your home , in which case your provider BT needs to report it to Openreach to fix , or possibly inside your home , in which case you may need to do some investigation of your own wiring etc….the thing to do ( as well as checking what’s available and the predicted speeds for your address , is to access the router connection statistics, and post them here , issues with the line are usually obvious from the connection stats , a search  will find how to access your BT Hub stats 

[CharlieDion]

 ah that's not the page I was getting, this is the page the link sent me to, that's the issue I am having.