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Infinityfan
Aspiring Expert
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Message 1 of 9

Speed Dropped Below Minimum Stated On Contract

Currently having problems with speed which has dropped to below what it says on our contract is the minimum we can expect.

 

Wondering if we cancel would we still incur early cancellation charges as it is below stated minimum on contract?

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Speed Dropped Below Minimum Stated On Contract

What speed does it say here?

http://www.dslchecker.bt.com/adsl/ADSLChecker.TelephoneNumberOutput

Remember to remove your phone number when posting.

 

If its in range B, then you need to give BT an opportunity to fix it.

 

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Distinguished Sage
Distinguished Sage
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Message 3 of 9

Re: Speed Dropped Below Minimum Stated On Contract

you cannot cancel without charge before you have given BT the opportunity to correct the problem assuming it is correctable

 

if you have a hh5 can you post stats from troubleshooting then helpdesk 1-12

 

can you run btspeedtster and when first test completes then run diagnostic test and post results 

 

btspeedtester



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Infinityfan
Aspiring Expert
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Message 4 of 9

Re: Speed Dropped Below Minimum Stated On Contract

According to the availability checker it's within (just) FTTC Range B 40.3 - 24.1 it's actually 26.5Mbps at the moment and has been dropping steadily since yesterday evening. Could very probably have been as a result of the thunderstorms around here.

 

When I called them to report the fault this morning they got me to alter a few settings in the HH4 which have made no difference. They're supposed to be calling back later and told me he may then try to reset the profile which I thought could only be done by calling out an engineer?

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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: Speed Dropped Below Minimum Stated On Contract

Electrical interference cause by thunderstorms would have a detrimental effect on your speed, but this should recover within a couple of weeks if you leave things alone.

 

Altering the HH4 would make no difference as its the Openreach modem which determines the speed.

 

 

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Infinityfan
Aspiring Expert
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Message 6 of 9

Re: Speed Dropped Below Minimum Stated On Contract

BT phoned us back this afternoon and said he was going to request a line/profile reset at the exchange and said could take up to 24 hours.

 

I thought these could only be done via an engineers visit?

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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: Speed Dropped Below Minimum Stated On Contract

An engineer visit to the exchange.

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Infinityfan
Aspiring Expert
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Message 8 of 9

Re: Speed Dropped Below Minimum Stated On Contract

Well I presume so but he just said he would put a request to the local exchange to perform a reset of the line/profile - I assumed (perhaps wrongly that this is carried out by staff at the exchange) It's just the last time we had a similar problem last year an engineer that visited told me only they could carry one out.

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Distinguished Sage
Distinguished Sage
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Message 9 of 9

Re: Speed Dropped Below Minimum Stated On Contract

The equipment is in the cabinet, not the exchange, and is remote managed.

 

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