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Message 1 of 29

Miss Sold Speed - Options

  • So... 

 

I've been sold a wrong minimum guarantee. I've been sold 26mbps minimum in FTTC. 

My cabinet is 1.5 miles away (rough) no idea how long or route the cable takes, but either way it's a long way and serves property on the way. 

The openreach UPRN search shows a maximum of 16mbps, minimum of 7. I'm 10 days in, I'm getting between 7 and 12. I think I'm still in the "speed testing" phase as my hub often disconnects and reconnects (usually at the 7). 

This kind of line is my only option for Internet, not cabled and mobile broadband indoors is just hopeless no matter where the hub was. 

So... my question really. What are my options if

1. My speed settles less than 10 with mobile signal being useless indoors. Lucky if it connects properly. 

2. My speed settles above 10. Apart from £20 not hitting speed guarantee, is there any other course of action for me? As I'm stuck to FTTC until openreach suggestion of December 26. I have the live chat (that's how I ordered) transcript of me pleading and ensuring, is that speed right, are you sure it's right etc.. so I assumed she knew something I didn't.

Like to.more know my options so I know where and how to go next.

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Message 2 of 29

Re: Miss Sold Speed - Options

If you were given a guarantee of 26Mb on a line that apparently is not going to deliver that , then after the appropriate period where it will be established that the speed guaranteed was never achievable, then you can be released penalty free from your ‘contract’ , however , provided there isn’t a fault , and the speed is what the line is capable of , then no provider can magically get more speed from it , so once released by BT , your next provider will deliver , more or less, the same speed.
However , given the details posted from the DSL checker , you should never have been given 26Mb , as it’s clear the line cannot deliver it , it should be in line with the download handback threshold of around 6-8 Mb, so are you sure you were ‘promised’ 26Mb , that seems way off the reality of your ‘line’ 

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Message 3 of 29

Re: Miss Sold Speed - Options

@macca81625

can you post stats from your router  if hub then hub manager then advanced settings then technical log information

if not on digital voice can you check line for noise by dialling 17070 option 2 should be silent and best with corded phone



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Message 4 of 29

Re: Miss Sold Speed - Options


@macca81625wrote:

Like to.more know my options so I know where and how to go next. 


Your options are explained at What is BT's Stay Fast Guarantee? 

How does the guarantee work?

We'll give you your very own Stay Fast Guarantee, based on your broadband speeds, when you join or re-contract with us.

If we find a problem, we'll reset your Hub remotely and you won't have to do a thing. If there's a bigger issue, we'll work out the best solution and get in touch.

You can check your broadband speeds using our speed tester. If they're not what they should be, we'll run checks to fix the problem and send out an engineer if needed.

If your speeds aren't back to normal after 30 days, we'll give you £20 back. You can also choose to exit your contract without paying a charge for cancelling it early.

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Message 5 of 29

Re: Miss Sold Speed - Options

I absolutely was sold that guaranteed minimum. 

I've even had an email confirming. I now seem to be getting around 13mb. I've no idea why they sold me this minimum when I know its not achievable, I did query it several times beforehand. Asking "are you sure" etc...

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Message 6 of 29

Re: Miss Sold Speed - Options

I shall post them later today, I forgot I'd even posted this. Used my work email and it wouldn't send verification email 🙈

I'm absolutely not getting that minimum and I know its not achievable. The openreach engineer told me so too. The cabinet is 1.5km away (I checked today). 

What can I do if I can't get 10mb properly when it's settled? It seems to be resetting every 12 hours. It'll comr back with about 9mb on unless I reset it again

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Message 7 of 29

Re: Miss Sold Speed - Options

While I know the generic options as the welcome email told me exactly the same. 

I was asking about 

1. Recourse for being misold (if that's possible) 

2. If I don't get a minimum 10mb, what are my other options? I've seen a right to decent broadband and 10mb is the threshold. But I cant find much more about it.

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Message 8 of 29

Re: Miss Sold Speed - Options

@-Richie-  posted your options if BT cannot provide your stay fast guarantee speed

The minimum 10mb connection speed which you mentioned also assumes you cannot get at least 10mb connection speed using a mobile phone provider

It would help if you posted the connection stats from your hub - advanced settings then technical log information 



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Message 9 of 29

Re: Miss Sold Speed - Options

Screenshot_20231113_230638_Samsung Internet.jpg

Screenshot_20231113_230652_Samsung Internet.jpg

Screenshot_20231113_230657_Samsung Internet.jpg

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Message 10 of 29

Re: Miss Sold Speed - Options

Banging the "mis-sold" drum will get you nowhere other then being able to cancel your contract penalty free & maybe a few quid as a goodwill gesture.

You can enquire about the 10Mb "Right to a decent connection" if your line is genuinely not capable of supporting it, but with the advent of Starlink, it would seem pretty much worthless these days.

Probably best to start investigating 4/5G coverage.

 

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