Upload speed issues

[jerandavies]

Hello,

While I appreciate the speed I have is well above the majority. I have an issue that I've been unable to resolve with technical as it stands. The answers I get back are either it's fine OR they don't respond at all, so I'm hoping as the forum is to a wider audience I may get some actual help.

From April 2022 until March 2023 I alway got around 900mbps down and 210mbps up and it was amazing no complaints etc

However the second my contract renewed my upload dropped to 110-120mbps the download is still perfect.

I know it's to do with my new contract as the day of my renewal:

00:00 - 210mbps

01:00 - 120mbps 

Technical has said theres nothing they can do which I would agree with without know how exactly it works at BT. But also they then refuse to help beyond saying it's fine.

Now I believe it will probably be a case of changing my speed back to what it was in a switch in one of their cabinets via their network but everyone says it's not a system that exists.

How can I proceed? 

 

---

[imjolly]

the current Fibre 900 package only comes with 110mb up speed

[Crimliar]

You probably need to start by looking at your contract and what the guaranteed speeds are.  Which is where you may have an issue!  I'm on Full Fibre 900, expected 900/110, actual 934/105, minimum 700/?

If you've been getting 200Mbps on Fibre 900 for an extended period, it may be that the previous settings were a mistake, and it's only now that you are getting what you should have had all along!

*FYI running continuous speed tests is going to impact your network far more than anything else!

**Those results are from March/April - don't you think you've waited a bit too long?

[iniltous · Accepted solution]

The Openreach price list shows the 1000 download / 220Mb upload profile was removed early 2023  , there was always a 1000/110Mb ( the one regular 900Mb BT customers should have been given ) I would suggest you were inadvertently given the wrong profile ( with the extra upload ) when you joined , this remained in place for a while , but at renewal you were placed on the correct 110 Mb upload profile, so in essence you benefited from an error, the error was eventually rectified.

TBH , you don’t really have a valid reason to complain .

[NeilO]

Hi @jerandavies I can confirm that our Full fibre services should not be provided with a 220Mb upload profile and if you had this then as @iniltous has mentioned it would have been an error. Unfortunately, we will not be able to help you with this as you are getting the correct upload speed with the fibre 900 service. 

Thanks

Neil

[jerandavies]

Hello, thanks for the response they take 10 seconds or so every hour on the hour and as I host multiple sites being able to see if any issues arise is more helpful than 10 seconds of marginally slower internet.

This has been back and forwards with BT since that date unresolved. Coming on here was a last ditch attempt to get an answer.

[jerandavies]

This is the most clear and concise answer I've had in the four months that I've had this issue so thank you for that. Open reach removing the options makes alot of sense.

However,

I do disagree on whether I have a valid complaint though. As for a whole year I had 210 and upon renewal they reduced my speed to 110 when renewing on the same product. 

[jerandavies]

Thank you for your response.

As much as I can appreciate that it "shouldn't" have, it was. Is their any fall back on the basis that I DID have a better upload speed for 1 whole year and with renewal of the SAME product is when it dropped. 

(Please don't take my bold text as shouty, it's only their to highlight those specific words 😬)

[-Richie-]

---

@jerandavieswrote:

However,

I do disagree on whether I have a valid complaint though. As for a whole year I had 210 and upon renewal they reduced my speed to 110 when renewing on the same product. 

---

You benefitted from a mistake, now that's corrected you have what you should have, the profile no longer exists so going back isn't an option.

You were incorrectly provided with a profile you shouldn't have, you were billed for what you should of been provided, consider the extra upload an accidental freebie, you now have what you contractually should have and your billing and order confirmation will confirm that.

What outcome do you expect from a complaint? going back isn't an option, the price you agreed is in place, the speeds you agreed are in place, a mistake was corrected and you're not out of pocket.

[jerandavies]

Just noticed I had said a year, it was actually 2 years. Not that really makes any difference.

Ideally I'd like to still receive the speed that received and was expecting to receive upon renewal. For example if I had I bought a car that can and does do 70mph for the first 2 years but after that they decided you shouldn't have been able to go that fast and artificially limit you to 50mph. Without telling you and then saying to you there's no way to go 70mph again. I think most people would find that frustrating. Obviously all have you have said there's no way back now, so be it. However it's still frustrating. 

Also, why have BT not been able to give me the information all of you have in the past 4 months I've had this issue raised. I've spoken to 6/7 people not once has anyone had the knowledge to explain that openreach has changed their package speeds. And that a lower speed is all that's available now.