New Fibre broadband installation but very low speed

[Jonsysmum]

Thanks for your reply. The reason I am referring to India is because the Openreach engineer who installed the fibre connected us onto the wrong tariff so the only way he was able to change it was to phone the Openreach staff based in India. BT staff have also told me that whenever they need to speak to Openreach they are always based in India which seems to cause a lot of problems.

[Jonsysmum]

Thanks for your reply. The Openreach engineer definitely phoned India and told me that is where all the admin staff are based. However BT staff are based in UK or Ireland. In fact the BT Guide who has arranged the for the technician visit was in Ireland.

[steephill]

Openreach are not responsible for which tariff you are on, that is down to your ISP in this case BT. Openreach simply connect you to the network.

[Jonsysmum]

Thanks for your reply. It was the Openreach installation engineer who told me as soon as he arrived that he had set up the ONT on the lower tariff prior to his arrival at our home. He said he was sorry for the mistake and once he had finished the instalation he would need to telephone Openreach which would mean speaking to a member of staff based in India. This he did and said we were now on BT FULL FIBRE 900. However when he checked the speed it was very low. He told me it would need to settle and that we would have the correct speed by the next day. However the speeds are nothing like and after connecting my laptop to the hub it has made no difference. So I am now convinced we are on the wrong tariff. I even suspect we may have been put on the lowest one rather than the highest. 

[caravanj]

@Jonsysmum 

You may well be correct.

We subscribed to the 500 plan but then decided we'd like the 900 plan so BT advised us to let the 500 install go ahead & then after 24 hours apply to have it upgraded to 900, which we've done.

At the time of the install I mentioned this to the Openreach engineer who said it might cause problems as their Tiger Team in India have a reputation for messing things up when alterations to existing plans are needed.