BT fibre - charged but does it exist?!?!

lorrainec88

Any advice welcome to help me - exasperated!
We were "signed up" to fibre 18 months ago by BT, as an existing BT customer. Have found out recently from our neighbours and others in our village that fibre is not available in the village. Spoken to BT who agree that fibre is not currently available in our village.
We are getting the same speeds as our neighbours who have a standard copper connection, average 4-14mb.
So - we don't think we have ever actually had fibre. BT are disputing and saying that although it is not available now, it must have been available to us - and only us - 18 months ago otherwise we wouldn't have had the option to sign up (apparently we must have go the only fibre connection in the exchange box...)and insist we are on fibre (even though it isn't available for anyone else to sign up to now)

Can someone help me on where to go from here with this - my issue isn't the speed we are getting, because if that's what is available then that's that, but my issue is that we have been paying a ridiculous amount of money for fibre when it appears to me that there is no fibre, and to be getting the same speed as neighbours on a standard package....

Can anyone help and advise if BT have a point, or if this is just rubbish and tell me where i can go from here. Thanks

notbritishgas

What are you paying for the service?

lorrainec88

£52 a month.... our bill says Superfast fibre.

Browntoa

What does samknows say is available ?

https://availability.samknows.com/broadband/broadband_checker

Phone BT , when automated front end asks why you are calling say complaint , different team and less blinkered than billing or account team

lorrainec88

The following services are available in your location:

BT Wholesale ADSL
BT Wholesale ADSL Max
BT Wholesale WBC (21CN)
BT FTTC

lorrainec88

I have been speaking to the complaints team - they are the ones who say they cant explain but insist we have fibre.

Browntoa

So it's confirmed fibre to the cabinet available , suspect as you thought that the available fibre kit is fully used and nobody else can get it at this time

lorrainec88

So - if we do have it - what can I do that we are only getting the same speed as our neighbours who don't have fibre and are paying half what we are paying? That is why it seems so ridiculous. Is 14mb acceptable speed for fibre?

Browntoa

Log a fault with them due to slow speeds and that your neighbours get the same speeds on ADSL.

Openreach will need to visit the cab to check , you will get a definitive answer then if it is fibre as well.

Be prepared for the " we will charge you if the fault is proved to be in your property " speech.

Have you any extension wiring from your master socket ?

Browntoa

This shows how to test from the master socket

https://youtu.be/Qf1Q2Hvdu2A

Plug your router direct into the test socket and test your speed

[Deleted User]

lorrainec88 wrote: »

Any advice welcome to help me - exasperated!
We were "signed up" to fibre 18 months ago by BT, as an existing BT customer. Have found out recently from our neighbours and others in our village that fibre is not available in the village. Spoken to BT who agree that fibre is not currently available in our village.
We are getting the same speeds as our neighbours who have a standard copper connection, average 4-14mb.
So - we don't think we have ever actually had fibre. BT are disputing and saying that although it is not available now, it must have been available to us - and only us - 18 months ago otherwise we wouldn't have had the option to sign up (apparently we must have go the only fibre connection in the exchange box...)and insist we are on fibre (even though it isn't available for anyone else to sign up to now)

Can someone help me on where to go from here with this - my issue isn't the speed we are getting, because if that's what is available then that's that, but my issue is that we have been paying a ridiculous amount of money for fibre when it appears to me that there is no fibre, and to be getting the same speed as neighbours on a standard package....

Can anyone help and advise if BT have a point, or if this is just rubbish and tell me where i can go from here. Thanks

We are getting the same speeds as our neighbours who have a standard copper connection, average 4-14mb.

That's not an 'average' speed though is it (it's actually quite a wide range), what speed are you getting when you use https://www.speedtest.net on a plugged in laptop or desktop computer (not through WiFi).

Post both upload and download speeds.