BT Mis-selling Infinity2 package?

DuWolf

I had infinity2 package installed , you know the one with the advert you could get 55-74Mb and the min you will get 46Mb(accurate within 1-2Mb).



All was fine with no problems as I didnt feel the need to test it as it seemed fast, recently my contract was up for renewal so after a bit of negotiating I decided to continue for another 12 months. I decided to monitor my speeds and over the last 6 weeks it has been a consistent 35Mb.

I have had an engineer out to make sure I was on an 80Mb breaker , which I was and have even swapped breakers at the local junction box but have been told that is the Max speed I will be able to have is the 35Mb.

If that’s the case why have I been paying an extra £20 a month for an infinity2 service which is in fact a infinity1 service (up to 40Mb). I have spoken with the tech team and they have checked back the last 4 weeks and confirmed the max speed I have been achieving is only 35Mb.

I believe they have mis sold the original contract and that I have paid over 2 years premium subscription for a service that their infrastructure could not deliver, I want a refund of the additional cost of the package over Infinity 1 or a reasonable explanation as to how this could not possibly me mis-selling. In addition, I was promised a service that could not be delivered simply to entice me into renewing my contract, this is dishonest and downright underhand.

I have tried on several attempts to contact BT and each time the call has been escalated to the 'Level2' team and have given up waiting as it rang and rang passed 30min mark.

Does anyone have a further email address I can converse via Email as I would like to keep a record as on each phone conversation there has been a 'we have no record of xxx'

What is my next step? OFCOM ?

macman

No, your next step is a formal letter sent RD and headed 'Complaint'. The clock then starts ticking and they have 8 weeks to resolve the issue or provide a deadlock letter (or not respond at all). The ombudsman will not consider your complaint until you have exhausted the supplier's own procedure, which you have not yet begun. This cannot be done by phone or email.

enfield_freddy

this is not the first time that BT have REDUCED the speed


I,m with talk talk was promised upto 77mb and engineer checked at install was 73 , speed has dropped over the last 12 mths , now getting about 45mb


according to TT and BT my max speed is now 51mb


I have screen dumps to show 73mb


as BT are adding users , they are reducing speeds

LazyTyper

enfield_freddy wrote: »

this is not the first time that BT have REDUCED the speed


I,m with talk talk was promised upto 77mb and engineer checked at install was 73 , speed has dropped over the last 12 mths , now getting about 45mb


according to TT and BT my max speed is now 51mb


I have screen dumps to show 73mb


as BT are adding users , they are reducing speeds

BT are not reducing speeds directly. It's just the effect of crosstalk. The more subscribers, the more crosstalk, the greater the impact on everyone. That's just the technology.

LazyTyper

macman wrote: »

This cannot be done by phone or email.

It can be done by email.

It can also be done verbally, but not recommended as phone call recordings are not always kept.