BT cancels contract then re offers at same price lower speed without advising -BEWARE moving to BT

bobpenarth

Late August and because Plusnet could not offer an internet protocol phone I decided to move back to BT after 13 years of good service from Plusnet.
The new contract with BT was fast bb 74/18 Mbs and a few £ per month cheaper than anyone else so I signed up.
I did this Thurs and the following Friday had a message from BT that the contract had been cancelled.
Im in a panic now that Having been advised by a friendly Zen agent of the possibility of severe downgrade on any line switching I now try to get this sorted by BT.
Over 3 days and many hours of Indian call agents passing me round their friends but doing nothing I finally blow up and am connected to someone in Edinburgh who advises me they can’t honour the contract, no other reason given. After a further long conversation and going up the BT tree they agree the contract, promise refunds and FAIL TO MENTION THE NEW LOWER SPEEDS!!!

In exasperation at this after at least a weeks tension and many hours of INDIAN (my original reason 13 years ago for Leaving BT) AND NOW EDINBURGH SERVICE I finally give up and get a reversal done with Plusnet inside of 20mins by a friendly efficient and superb service agent from Plusnet.

HOW CAN BT GET AWAY WTH THIS? I have complained but am still awaiting a reply, dream on….

IF YOURE THINKING OF MOVING TO BT it might  be a fair bit less traumatic to get a 4”by4” piece of timber and thump yourself over the head each day until the move feeling disappears.

housebuyer143

What speeds are you getting with Plusnet? Was it that BT misquoted the max speeds and so couldn't provide what you signed up to?

iniltous

Are you sure you are not getting confused by minimum speed guarantees ? ,

The  speed profile you seem to be wanting is Openreach FTTC 80/20 , BT call this Fibre 2 , other ISP call it whatever they like , each ISP may advertise this product with a slightly different minimum speed , but the FTTC system will perform exactly the same irrespective of the ISP , after all the equipment and telephone line are Openreach and that remains the same irrespective of the ISP , but because of the way the advertising authority insists the speed is advertised, you could get one ISP saying 63Mb and another saying 70Mb ….but it’s nonsense, both will provide exactly the same speed .
You can see the predicted speed on this checker 
https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

The speed offered by FTTC is almost entirely based on the distance from the cabinet your house is , that’s obviously a fixed distance for every ISP , the only way it will vary is if you buy different speed profile, if a line can only achieve ( for example ) 50Mb , buying the 80Mb profile is a little pointless when the cheaper 55Mb profile, ( BT call that Fibre 1 ) will provide the maximum speed that particular line can offer …..further away from the cabinet , the slower the connection rate .

southsidergs

The total casual racism doesn't add up at all here.

All BT's centres are in uk/ireland now so i don't know what to believe in the OP tbh

JSmithy45AD

Anyone know where or why Zen come into this garbled rant?

Neil_Jones

JSmithy45AD said:

Anyone know where or why Zen come into this garbled rant?

Who knows why anybody comes into anything these days?

I've read the original post a few times and I'm still non the wiser now.  Perhaps nobody would mention who actually owns and runs Plusnet   Surely if BT cancel your order it means they can't provide it for some reason and you'd stay as you were?  So there was no need to panic.

Perhaps it would have been more prudent for the OP just to phone up Plusnet in the first place, although why Zen got involved is anybody's guess and like most forum threads we'll never know.