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Aspiring Contributor
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Message 1 of 9

BT Broadband - Never Again

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Hi Peeps,

When I took out my BT broadband contract (7th Aug 2020) I was assured that I could receive Fibre 2 speed at around 73mbps. After a week of 'settling in' I was only getting 48mbps despite paying for Fibre 2 (£29.99).

After contacting BT services I was told this was due to BT having an incorrect postcode, this will be corrected and speed increased within 5 working days. It didn't, BT then sent out an Open Reach engineer out to check my line (this will be the first of four). He confirmed that I was on the 55/10 circuit and that I could indeed get faster speed. To cut a long story short as this has been going on for 4 weeks now, all the engineers confirm that I can go faster and Vodafone which supplied my broadband up until I made a mistake and went with BT, was giving me between 68 to 73mbps, I would guess that BT even supplies the service to Vodafone.

So I was repeatedly told that I would be put on the 80/20 circuit until today when I was told to ring the BT 'Loyalty Team' to confirm that I was on the faster 80/20 circuit. The guy flatly refused to entertain the fact and insisted that I was getting the max speed 55/10 and that was the speed when the contract was taken out - lies. And as I was out of the cooling off period, cancellation chargers would be made if I dared to cancel, despite the fact that I have been in talks with BT within the cooling off period!

So to recap, Vodafone was giving me 68/73mbps, but BT now can't. If I go on the BT website I can get 72/73mbps, 20mbps upload. The FOUR Open Reach engineers say that I CAN get the faster speed. I am paying for the Fibre 2 72/73mbps speed at £29.99 and NOT Fibre 1 46/50mbps at £27.99

I feel ripped off and taken for a ride here, I would like to have taken if further, but the guy refused to raise a complaint. So I am trapped in this contract for 24 months. Is there anything else I can do? I am fed up with ringing the BT 150 number and going all through things over and over.

Steve

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Expert
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Message 2 of 9

Re: BT Broadband - Never Again

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Give BT another call, ask for the 'Easy Assist' team, they can help
By the sounds of it, it's a change of SLT (service line type) you need, from 55/10 to 80/20 which is a simple process.

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Aspiring Contributor
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Message 3 of 9

Re: BT Broadband - Never Again

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VF.jpgBT.jpgHi Richie,

Do you know the number for the 'Easy Assist' team?

I don't want to ring the 0800 800 150 again as I have rung that several times over the last month and got nowhere.

As you can see above... BT and Vodafone both say yes to faster speed.

Steve

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Expert
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Message 4 of 9

Re: BT Broadband - Never Again

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There is no direct number, they are a specialist support team, so you would need to be transferred to them.

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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: BT Broadband - Never Again

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You must have received an order confirmation email did you check that shows fibre 2 not fibre 1

Have you checked MYBT to confirm you package is fibre 2



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Aspiring Contributor
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Message 6 of 9

Re: BT Broadband - Never Again

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Hi,

Yes my conformation email states Fire 2, but under it is 46-50mbps which is NOT what I wanted. That speed is Fibre 1 at £27.99 pm, I am paying for Fibre 2 at £29.99 pm.

So do I have to ring the 0800 800 150 number and ask for the 'Easy Assist' team?

Thanks for the 'heads up' 👍

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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: BT Broadband - Never Again

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@Paffman wrote:

I would guess that BT even supplies the service to Vodafone.

 


Its Openreach that supply the same broadband connection to Vodaphone, BT Retail, and lots of other providers. You would have been connected to a different port, and possibly a different routing, so you may not get the same speed.

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Aspiring Contributor
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Message 8 of 9

Re: BT Broadband - Never Again

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I have just spoken to a very nice lady at BT who put in touch with the 'Easy Assist' team who admit there is a discrepancy with my address and will look at it and the very nice lady will ring me next Thursday. So there may be a ray of hope on the horizon. 

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Aspiring Contributor
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Message 9 of 9

Re: BT Broadband - Never Again

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Just like to give credit where credit is due. Had direct contact with a very helpful chap from BT who has resolved the issue in three days where it took me over 4 weeks and I didn't get anywhere. Now on Fibre 2 where I wanted to be from the start.

Many thanks to all involved at BT and Open Reach and thanks for the input here 👍