Dropping BT services

Feral_Moon

A year ago I signed up to BT having sworn I'd never touch them with a barge pole again. But, our little village out in the countryside suddenly had access to super fast fibre broadband, when previously we'd struggled to even get ADSL2+

I've spent an entire year with them with no BB speed issues, have had access to free BT Sports and extra tv channels etc. Every time I've done a speed check test from my iPad it's always been 70+Mb download speed. Perfect. Until they dropped FOX channel on March 1st. I was incredibly disappointed as I'm an avid watcher of The Walking Dead, amongst other shows.

So, in light of the above I called up to cancel my BT TV subscription, bearing in mind my current contract ends with them next week. And I also requested a downgrade from BT Infinity 2 (78Mb) to BT Infinity 1 (38Mb) as my gaming son is no longer living at home. Only I access internet here the majority of the time so don't need the extra speed.

I was told no changes would happen until my existing contract ran out (23 March) yet suddenly, a few hours later my BB bottoms out at just 4Mb download speed, virtually unusable. I spent almost an hour on the phone to their technicians in India and the best they can achieve is 12Mb. I've now got to wait 48-72 hrs for them to run diagnostics.

How unfortunate, considering how the BT sales guy tried to get me to stay on the higher package and when I refused he said I would notice a significant difference by downgrading.

I don't believe for one moment this is coincidental so would like to know whether other people have experienced the same.

ETA: one of my sons currently living away in shared accommodation with only a 20Mb internet access has no problems streaming live tv or gaming etc.

andyca

If you tap your phone number and postcode in here what does it say your Minimum Guaranteed Speed is?
http://www.productsandservices.bt.com/products/broadband-packages/

If the speed is significantly higher than the speed you are getting then you need to start the official complaint process:
https://www.bt.com/help/home/complaints.html

I suggest you use the chat option and save all chat transcripts to get the fastest response while still being able to prove what they said.

This will not be a fun day for you, hope it gets sorted.

ChiefGrasscutter

More than likely it is coincidental
There is most probably now a fault on the line and swapping ISP with a fault on the line will not improve matters.
During a recent spell of stormy bad weather BT revealed they were running at 18000 faults being reported per day.