BT broadband Contract

allyb15

Hi, I'm currently tied into a BT contract for phone, some TV and broadband but the broadband quality is really poor. I've spoken to neighbours who insist that the broadband supplied by Virgin is much better and more reliable. Am I within my right to cancel the contract with BT because their broadband service is way below what they have promised to deliver?
Thanks, all!

pinkshoes

Have you tested your broadband speed and complained about it to BT?

allyb15

Have tested the speed and they upgraded our package, so much for that!
Am going to talk to them tomorrow just wanted to know where I stood before starting the complaints procedure.

baza52

Virgin BB is usually delivered by cable where as BT is via the copper phone line. They are different services so cannot be compared like for like.

What speed did BT say you could get and what speed are you actually getting?

http://www.speedtest.net/

bris

You have no rights to cancel unless the BB is faulty in some respect, but even then it can be fixed. What you can get Up too and what you actually get are nearly always two different things.

JJ_Egan

Usual question is how are you measuring the speed and are you on a wifi connection from the router or cable .
Have you been on your BT Community help forum .
Have you rebooted the router .
Have you changed your filters .
Have you measured speed direct from the master socket .
Are all the first line questions .

JJ_Egan

Forgot to say .
Log In to your BT hub >>
Advanced settings >>Broadband
Connection .
Line stats .

Also use the BT speed checker run the test then Diagnose .
http://speedtest.btwholesale.com/

macman

If on wi-fi, retest using ethernet. 9 times out of 10 it's down to a clashing wireless channel, poorly place router, or dodgy extension wiring. None of which have anything to to do with BT.
VM cable is not comparable to BT ADSL, the BT equivalent is FTTC.

Ectophile

Under OFCOM rules, you have a right to cancel if they cannot deliver (something very close to) the speed they said you would get when you signed up.

For example, if they said you would get 1M, and you get 1.1M, then you have no complaint. If they said you would get 16M and you only get 11M, then you do have a complaint.

You have to give them a chance to fix the problem before you can cancel.

baza52

they would not say 16Mb. It would say Up to 16Mb

pc1271

When you sign up, they give you a proper estimate for your line, not the generic "up to 17mb". If its significantly below this value, you should be able to make them fix it or cancel. Look back at the paperwork from when you signed up.