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Bad Broadband |
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#1 |
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Forum Member
Join Date: Nov 2003
Posts: 249
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Bad Broadband
I swapped from Sky free broadband to BT's paid service as my friend on the same estate was getting 2Mb download speeds, which was much faster than my Sky service.
The thing is I am at best getting 0.6MB. What can I do I have complained to BT and they are fobbing me off. I have paid them a years line rental upfront, but I dont see why I should pay them £14 a month this awful service, I would have stayed with Sky, the reason I moved was because I thought they could provide me with quick Broadband. How do I go about getting out of this?? |
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#2 |
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Forum Member
Join Date: Sep 2008
Posts: 534
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How long have you been on BT ?, when you changed to them your connection went into a training period (for 10 days). so your speed will vary during this time...if you havent already you need to make sure your connection is as good as it can be by having your router plugged into the master socket and removing any extension wiring..if you need extension sockets then make sure you have removed the 'bell wire' from them at the extension socket and at the main socket, plenty of on line help for this
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#3 |
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Forum Member
Join Date: Jun 2002
Location: Scotland, Dunfermline Area
Posts: 10,698
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Have you looked on the BT site to see what speed they say you could be getting.
Also go here http://www.thinkbroadband.com/btavailability.html and click on BT Wholesale Availability Checker and see what it says. Darren |
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#4 |
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Forum Member
Join Date: Nov 2003
Posts: 249
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Latest response from BT
Thank you for your email. Please accept my sincere apologies for the delay in responding to you. II am sorry to hear of the problems you have experienced recently. Please be assured that BT is aware of the high standards each customer expects and deserves and I am sorry that you feel we have not met these on this occasion. You are in contract for broadband and calls until 13-09-2012. If you cancel now, we will charge you an early cancellation fee of approximately £173.18 inc. VAT. This includes a mandatory cease charge of £30.00 inc. VAT. For clarification on this charge, please follow this link: http://www.productsandservices.bt.co..._popupid=13408 Scroll down to Residential Standard Terms, the services we provide, then go to point 2 and click on the Broadband link point - 29 reads " When you end your broadband service and do not request and use a migration authorisation code (MAC) or another recognised transfer process to move to another service provider you will have to pay a cease charge of £30.00. You will not have to pay this charge in the event you are moving home and we are unable to provide the service at the new UK address. " I can confirm that the Line Rental Saver is non-refundable and it does state this in our terms and conditions when you take up the offer. My colleagues have already informed you that there is no fault in regards to your speed and you have declined any troubleshooting advice. In this instance, the cancellation fee will be maintained. |
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#5 |
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Forum Member
Join Date: Jul 2003
Posts: 34,217
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Quote:
Latest response from BT
Thank you for your email. Please accept my sincere apologies for the delay in responding to you. II am sorry to hear of the problems you have experienced recently. Please be assured that BT is aware of the high standards each customer expects and deserves and I am sorry that you feel we have not met these on this occasion. You are in contract for broadband and calls until 13-09-2012. If you cancel now, we will charge you an early cancellation fee of approximately £173.18 inc. VAT. This includes a mandatory cease charge of £30.00 inc. VAT. For clarification on this charge, please follow this link: http://www.productsandservices.bt.co..._popupid=13408 Scroll down to Residential Standard Terms, the services we provide, then go to point 2 and click on the Broadband link point - 29 reads " When you end your broadband service and do not request and use a migration authorisation code (MAC) or another recognised transfer process to move to another service provider you will have to pay a cease charge of £30.00. You will not have to pay this charge in the event you are moving home and we are unable to provide the service at the new UK address. " I can confirm that the Line Rental Saver is non-refundable and it does state this in our terms and conditions when you take up the offer. My colleagues have already informed you that there is no fault in regards to your speed and you have declined any troubleshooting advice. In this instance, the cancellation fee will be maintained. BT won't do anything until you go through their troubleshooting package with them to rule out problems with the computer, wireless if any and house wiring. They then have to be persuaded to solve their problem if there is one. The remote tests miss lots of problems - I had one for three years that was only found when it fell apart in one engineers hands. The only way out might be if you originally asked the question will I get the same speeds as I do with Sky and they said yes.. if you have been moved to a slower type of service where you couldn't possibly get the same speed they may have broken their own verbal contract with you. if you are on the same type of system, though, they can always argue they don't guarantee a particular speed. You then have to point out that Sky was significantly faster, if it was, so there's no good reason for a reduction in your speed. Their definition of significantly faster though may not be yours - someone suggested that with their customers about a 30% reduction is deemed signficant. The weakest argument is if you are getting the same speed as with Sky - if someone in the same area but not very close is getting a better speed it may be that the phone lines go a much longer route to get to you - or it may be you have a fault and they don't.. |
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#6 |
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Forum Member
Join Date: Feb 2011
Location: Belfast
Posts: 128
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Have you tried things like checking if every phone socket in use is micro-filtered,changing the micro-filter currently in use with the broadband box and removing extension cables etc...?
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#7 |
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Forum Member
Join Date: Mar 2006
Location: Hampshire, England
Posts: 7,172
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First you need to ensure that your Internal Wiring is not the cause of any problems. As you have found, if you have an endemic problem it will move with you to any new ISP.
Go to www.speedtester.bt.com Now make note of the downstream DSL Rate. Now connect the BT Home Hub to the Test Socket of the Master Socket. Reboot the HH and run the test a second time. (You may need to wait a while.) If you see an increase in the downstream DSL Rate, there is a problems with your Internal Wiring or/and something attached to it. Your Internal Wiring is your responsibility, not BT't and this is how to fix it: go to the backplate of the Master Socket and ensure that ONLY the following wires are connected: Blue & White to connector 2 and White & Blue to connector 5. NO OTHER wires are needed nor should be connected. Now, do that to all extension sockets. Next, replace the faceplate and plug the Home Hub Back into the Master Socket (NOT an extension) via a filter and run the Test again. There DSL Line Rate should be as it was - that is to say the faster rate. However, it will take up to three days for you to notice a difference because the IP Profile take that long to recover. You can now replace nay telephones etc. in extension sockets ensuring that they are all connected via filters. If you notice any drop in speed, you may still have a faulty telephony devoice/filter. |
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#8 |
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Forum Member
Join Date: Mar 2006
Posts: 104
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There's an infographic describing the difference between Local Loop Unbundling and fibre optics. I don't really understand it but if it helps: http://www.mlltelecom.com/news-views...oop-Unbundling
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