BT promise broke

dougle34

Long story, around 7 weeks ago rung BT to check if they could supply me with broadband, sky was doing it withme only getting 0.7mb with them but BT installed a new cabinet. BT said yes would get 2-5 mb normal so took it, Now i am only getting 0.5mb tops had engineer out from bt said my setup was fine so went to the new cabinet and switched me onto a fiber connection and checked the speed 16-20 mb
Happy days i though, Bt where saying that openreach told them i was to far away to get fiber but now I have proved it will greatly improve my speed, So the manager who was dealing with my complaint did not ring back after the engineer came last week. Another manager run and said the first one had moved somewhere else and he was handling my case, Looked at it and said computer says no can not order fiber as i too far away, told him everything and was very angry and he said he would look into it that was monday he rung back today and all he could say is the system will not let him order fiber as i am too far away told him did he read the engineers report and he said no. My point is I am able to get a far faster connection if they would let me have it but they are saying no and i am stuck with 0.4mb in 2015, What can i do or where do i go from here

JJ_Egan

Try the BT Users forum via your help page .

dougle34

that will only let me talk to other people not employed by BT, It Openreach who do not talk to the public and will only replyto your emails with a standard reply, Computer says no.

Xsdna

Depending on your distance from the cabinet, even if you had fibre, you would not see any improvement. I'll explain why...

Most fibre setups are all the way to the cabinet, aka FTTC

This means that the copper wiring between the cabinet and your house remains, although the cabinet itself is connected by fibre. Upgrading to fibre in this instance means that the data from the internet will arrive to the cabinet quicker to your node within, but must sill go down that old copper wiring, which is fine if you live nearish the cabinet, but if your connection speed is averaging 0.5-0.8, then I'm guessing you're at least a mile or 2 away in wiring from the cabinet. Sadly, even if bt were to let you upgrade, your copper will still be that long.

Some fibre setups are to the home, FTTH, this is blazing fast, and distance isn't an issue, as long as your address is covered by such a scheme (lucky few have it). It can pipe gigabits a second to the house, assuming your isp allows it.

What I don't understand is why an engineer told you that you can get these faster speeds, with some kinda test. I'm not suggesting he was pulling your leg, but if you have any neighbours living within say 100-200 yard, my advice would be ask them what their speeds are, and see how you compare. The reason sky was slightly quicker is because different isp have different noise attenuation limits, so you might get a few extra kb per second, at risk of less reliability. You can ask this to be adjusted manually by bt, I did, and they were happy to do so, but told me that my drop count may increase, it did slightly, but I'd rather have data moving faster at risk of it occasionally having to resend a packet of data, which is automatic anyway. Obviously there is a limit though.

AndyPix

dougle34 wrote: »

BT promise broke

Other breaking news : The sky is blue !!

JJ_Egan

dougle34 wrote: »

that will only let me talk to other people not employed by BT, It Openreach who do not talk to the public and will only replyto your emails with a standard reply, Computer says no.

I said try that for a reason but you seem to know better .

Yes we all know OR is not a public facing company and you have to deal through your Telecom provider .

bod1467

You can get UK-based official support* via the BT forum.

* Support people who have more clout than the live chat and phone help lines.