BT Broadband Infinity 2 vs 1

TaxedAndConfused

Hi,

Signed up for basic Broadband and phone from BT, signed up for Infinity 2 to get the speed and later extended this to an 18 month contract for a smarthub.

Speed never went over 15MB very often and we ended up with 2 non-functioning smart hubs both with the same fault of constant restarting. Gave up with that and went back to Hub 5 and it has worked fine ever since.

Was paying £67 a month for the privilege of slow speed so when they emailed me about the price hike I decided to try and haggle. At first they weren't interested so I ordered a switch to Plusnet for ~£30 for the same deal.

Then BT got interested and we had a chat. In this conversation they agreed to let me have my BT deal for £25. One reason for being able to do this, I was told, was because they could reduce me to Infinity 1 instead of 2 as I couldn't get more than 15MB anyway.

Thinking on it more though I'm wondering why BT were charging me for I2 when there was no way they could deliver the additional speed it promises. If that is the case should I ask them for the difference between I2 and I1 back at least for the period of the fixed contract?

TIA.

JJ_Egan

Its not a promise .
The wording is up to .
This speed are you measuring over WiFi ??

You can ask but it was you that signed up for Infinity 2 .

TaxedAndConfused

Speed measured over ethernet cable plugged into hub.

Thats kind of my second or third thought. Might ask but expect to be brushed off.

Robisere

If your new ISP gives you a Guaranteed Minimum Speed in writing, via snailmail or email, and you cannot achieve that speed, you can ask for them to investigate. They now have to stick to the speed they guaranteed, or investigate the cause of a lower speed. That means a Line check from their end: if that shows a fault, they will order an Openreach engineer visit. If that shows no fault that they can trace, they have to offer you the option of cancelling your service without penalty.

https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-your-broadband-speed

That is what happened to me with Plusnet. I considered what might happen if I cancelled. They had worked hard to find the cause of my Download speed being 3Mbps lower than their MGS. Not a lot, you might think, but their MGS was given in writing by letter and email, as 13.1Mbps and that is a considerable percentage. I spoke to them and they reduced my payments by a good margin. I realised that whichever ISP I went to next, would probably only be able to provide the same speeds, without the same good customer service and lower charges so I accepted.

Best of a bad job: I am in a rural Lincolnshire village, at the end of a long line of users from an FTTC cabinet about 1 Km. away.