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jeffjeffedy
Aspiring Contributor
638 Views
Message 1 of 16

My package appears to have been changed without me knowing, explaining my abysmal speeds

I have an Infinity 2, 36mbps connection. Or so I thought...

I'd noticed extremely slow speeds recently, and multiple speed tests over the last couple of weeks have all topped out at 10mbps.

Anyway, after trying to figure out what the problem is I've just noticed that my package is now on a Halo 1 package with a speed of 11-12mbps... What the actual jeeping F? I didn't ask for this change, nor was I informed that I would be DOWNGRADED and still charged a ridiculous amount of money for it. £60+ was a stupid amount even for my previous 36mb connection, but now I'm being charged the same for a 10mbps connection. I've no idea how long this has been the case. You'd think I'd have noticed sooner, but as my connection is usually a pile of **bleep** I guess I didn't.

It's OK though, as according to the BT website I can upgrade my account to a Halo 3 account, which is also 11-12mb apparently, and save a whopping £6 a month! Woohoo.

Absolutely disgraceful. How do they get away with this? I'm sure any answer from BT will be that I was informed blah blah but I've checked through my emails and can't see anything clearly stating that my package is being downgraded without my consent. I have You'd think this would warrant a letter through the post, perhaps?

Anyway, rant over. I was already thinking about leaving this shoddy service, having been massively overcharged for it for years, but this has prompted me to get it done right now.

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15 REPLIES 15
-Richie-
Guru
619 Views
Message 2 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

@jeffjeffedy  you were given a free upgrade, you have the same terms you signed up to with the same service level agreements, Halo is not a downgrade when it gives you everything you contractually agreed to plus more, the more being :

  • Keep connected promise -  In the event of total loss of service BT will sent a 4G mifi device with unlimited data, yours to use until the fauilt is repaired, at no extra cost.
  • Unlimited BT Mobile data during a total loss fault, switched on within an hour of reporting and enabled until the fault is repaired.
  • No out of contract increase, the cost you pay during cost is the same price at the end of the minimum term (Subject to annual CPI changes each March)
  • Double data - Any BT Mobile services you have will now have twice the data included free of charge.

 

When you agreed the contract, you would of been given an estimated speed and a minimum guarantee known as the stayfast guarantee, post your router stats and the forum experts will advise, it might be a fault and an engineer is required but any change of speed is not related to the free upgrade to Halo BT gave to hundreds of thousands of customers.

jeffjeffedy
Aspiring Contributor
613 Views
Message 3 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

Oh sorry, I didn't realise.

Given that my connection has gone from 30mbps to 10mbps, I made the mistake of thinking this was a downgrade. How silly of me.

Are you kidding?

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imjolly
Distinguished Sage
Distinguished Sage
605 Views
Message 4 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

then as @-Richie-  suggested post some information about your connection


please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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-Richie-
Guru
604 Views
Message 5 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds


@jeffjeffedywrote:

Are you kidding?


100% No, my answer is accurate and correct.

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RobbieMac
Moderator
Moderator
583 Views
Message 6 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds


@jeffjeffedy wrote:

I have an Infinity 2, 36mbps connection. Or so I thought...

I'd noticed extremely slow speeds recently, and multiple speed tests over the last couple of weeks have all topped out at 10mbps.

Anyway, after trying to figure out what the problem is I've just noticed that my package is now on a Halo 1 package with a speed of 11-12mbps... What the actual jeeping F? I didn't ask for this change, nor was I informed that I would be DOWNGRADED and still charged a ridiculous amount of money for it. £60+ was a stupid amount even for my previous 36mb connection, but now I'm being charged the same for a 10mbps connection. I've no idea how long this has been the case. You'd think I'd have noticed sooner, but as my connection is usually a pile of **bleep** I guess I didn't.

It's OK though, as according to the BT website I can upgrade my account to a Halo 3 account, which is also 11-12mb apparently, and save a whopping £6 a month! Woohoo.

Absolutely disgraceful. How do they get away with this? I'm sure any answer from BT will be that I was informed blah blah but I've checked through my emails and can't see anything clearly stating that my package is being downgraded without my consent. I have You'd think this would warrant a letter through the post, perhaps?

Anyway, rant over. I was already thinking about leaving this shoddy service, having been massively overcharged for it for years, but this has prompted me to get it done right now.


Hi @jeffjeffedy 

Welcome and thanks for your posts!

I'm sorry for the slow broadband speed.  The info that @-Richie-  has gave you is correct.  Your broadband speed isn't linked to your Halo option.  The benefits of Halo are listed in @-Richie-'s post above.

It sounds more like a fault with your broadband that has dropped the speed.  Can you please post the stats that @imjolly has asked for which will help us understand how your broadband is performing?  We'll be able to offer advice based on those figures.

Thanks,

Robbie

jeffjeffedy
Aspiring Contributor
560 Views
Message 7 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

I don't think anyone's actually reading my original post. The issue is that the speed on my actual package has changed, I don't think it's got anything to do with my router.

This is a screengrab from the BT website:

jeffjeffedy_0-1629300781247.png

It was 36mb and 30 or so guaranteed.

However, here is the info from that link (although it's not pasting particularly well):

 
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 
VDSL Range B (Impacted) 
59.444.718.612.340AvailableAvailable--
57.6401810.835AvailableAvailable--
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
33050--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate
Up to 11--6.5 to 15Available----
Up to 11Up to 16.5 to 15Available----
Up to 6--5 to 8Available----
2----Available----
2----Available----
Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date
13.09
10.63
2021-08-07
Other Offerings Availability DateVDSL MulticastADSL Multicast
Available
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
N
N
N
01-06-2021
Exchange Product Restrictions StatusFTTP Priority Exchange 
WLR Withdrawal 
SOADSL Restriction 
N
N
Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Dec 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Thank you for your interest

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garybs29
Recognised Expert
558 Views
Message 8 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

The reason you've been asked to post the stats is because people have read your post. Once the info is provided people should be able to help you further

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imjolly
Distinguished Sage
Distinguished Sage
543 Views
Message 9 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

the dslchecker shows estimated range for your connection is 59/44mb but also shows your connection speed on 7/8 was on 13.09mb so there is certainly a problem

now need you to post your hub stats and also results of quiet line test.  Have you been having problem with hub dropping connection often or maybe trying a few resets to improve speed or maybe a combination of both

have you tried using the test socket with a filter to see if that improves your speed?

which master socket do you have

Keith_Beddoe_0-1577035081757.jpegMaster socket types.jpeg



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jeffjeffedy
Aspiring Contributor
539 Views
Message 10 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

I did the quiet line thing. I didn't hear anything.

Number 1 on the socket.

I'm not sure what info you want to see from the router? There's all sorts in there. I'm guessing it's this?:

1. Product Name: HomeHub5
2. Serial number: +076286+1523004824
3. Firmware version: v0.07.08.25060-BT (Type B) Last updated 27/6/2020
4. Board version: 01
5. VDSL uptime: 0 days, 04:10:25
6. Data Rate: 14911 / 11397
7. Maximum Data Rate: 15015 / 39182
8. Noise Margin: 6.1 / 20.3
9. Line Attenuation: 22.7 / 19.1
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 114.0 MB / 1.2 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4GHz wireless network/SSID: BTHub5-F23G
15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4GHz wireless security: WPA2 Only (Recommended)
17. 2.4GHz wireless channel: Automatic (Smart Wireless)
18. 5GHz wireless network/SSID: SuperDuper-5
19. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5GHz wireless security: WPA2 Only (Recommended)
21. 5GHz wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: 5c:dc:96:68:48:a4
24. Software variant: -
25. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)

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