BT not delivering stayfast guarantee speed

Diver22

I thought I was posting in the consumer rights section, which is actually what my post is about, rather than a general broadband issue per se. I’m aware it’s nothing to do with my credit report. Sometimes I can’t make head nor tail of the multiple topic areas and quite often clicking something leads to somewhere that I didn’t want or know that I was arriving at!

Diver22

Thanks for all the comments. Though I’m slightly dismayed by those which effectively said that the agreement I have with BT is the be all and end all of the matter as though it wasn’t a two way process.

Anyway, the upshot of my issue is that BT /Open Reach did not upgrade the local network when new housing was built and demand increased. This has resulted in ‘congestion’ at the cabinet with subscribers sharing connections and slowing everyone down. This isn’t going to be fixed any time soon. BT accepted that they had missold my contract to me (they have used that word) because they had marketed speeds which they knew couldn’t be achieved. So on the basis that they are only delivering 80% of the guaranteed minimum speed (again, I’d like to point out that the contract is a two way process not one way) they have agreed to reduce the price of my service by 20% for the whole duration of the contract. Not on the basis of a goodwill gesture, but because they aren’t delivering their end of the contract. They also have stopped misselling for my area. 

jon81uk

I've reported to get it moved to the broadband board.

BTs stayfast guaurentee states
"If your speeds aren't back to normal after 30 days, we'll give you £20 back. You can also choose to exit your contract without paying a charge for cancelling it early."
https://www.bt.com/help/broadband/what-is-bt-s-stay-fast-guarantee-

So you can either take the £20 or leave BT. But if you leave then you are unlikely to get a better speed unless you go to Virgin Media as almost all other use the Openreach cabling.

The guaurteen is clear so I don't think its mis-selling as BT only ever promise £20 or the ability to leave.

Diver22

You don’t need to move it. I’d forgotten that I’d realised originally that I’d posted in the wrong place and I also posted in the consumer rights section where it belongs. If you read my post there you’ll see that BT accepted it was misselling, apologised, have stopped misselling and compensated me with a significant reduction not the miserly sum you think is appropriate. Curious how many people seem to think that a contract is a one way street in favour of the supplier not the customer. Curious as well how many people assume I didn’t know how to read the contract in the first place. Especially in MSE forum.

Diver22

I’d also draw your attention to the word ‘guarantee’ which apparently has a different meaning from its normal usage. 

powerful_Rogue

From reading this thread, no-one has said it is a one way process. By their very nature, contracts are a 2 person process in consumer terms. Offer, Accpetance and Consideration on both parties.

The advice offered was to exit the contract or ask for a discount. You got a discount.

Not sure why you're getting the hump for.

littleboo

Diver22 said:

You don’t need to move it. I’d forgotten that I’d realised originally that I’d posted in the wrong place and I also posted in the consumer rights section where it belongs. If you read my post there you’ll see that BT accepted it was misselling, apologised, have stopped misselling and compensated me with a significant reduction not the miserly sum you think is appropriate. Curious how many people seem to think that a contract is a one way street in favour of the supplier not the customer. Curious as well how many people assume I didn’t know how to read the contract in the first place. Especially in MSE forum.

Do you have that in writing?