Internet company supply query

m1dul

I have been a customer of the internet company No One Internet for 21 Months, I have a 24-month contract.

The company has been taken over by Home Telecom.

 My internet upload speed has dropped to a ridiculous speed of 20/100 instead of 940. It will drop to this speed 24/7. 

Home Telecom refuse to help, if I managed to speak to someone, they blame another company and hang-up.

I am paying for a service but not even receiving the guaranteed speed of 500.

This is seriously affecting our Ring doorbell recordings and our security.

If I leave, they will insist that I continue paying until the end date of my contract or other penalties.

What are my legal rights in this situation.

Your advice would be gratefully received.

Many Thanks

Kindest Regards

Michael

Ayr_Rage

Suggest you check the signal strength at the Ring device, your broadband is still 6 times faster than needed for 2k video.

Vitor

Suggest you make a formal complaint to them giving them 14 days to restore the guaranteed speed, if nothing happens contact the ombudsman Resolve Communications Complaints | Communications Ombudsman

iniltous

Are you saying that Home Telecom (who have been your provider since April so quite a few months ) refuse to accept you have an issue , or they accept your service is ‘faulty’ , but are refusing to do anything about it ? 

FWIW , many ISP only have a guaranteed minimum download speed , not upload , so if it’s only the upload channel that’s affected , they may be uninterested, if that’s the case all you can really do is find another provider, either at the end of the minimum term or immediately , 3 months early termination charges may not be too onerous, you’d have to check Home Telecom T&C’s for the way they calculate it.
Presumably you are on City Fibre network, if this were a problem with their  FTTP equipment (so nothing to do with Home Telecom ) all users irrespective of the individual ISP on the same local network would all  be affected, but it may not necessarily be a fault but too many intensive users on your local CF network.

MyRealNameToo

m1dul said:

I have been a customer of the internet company No One Internet for 21 Months, I have a 24-month contract.

The company has been taken over by Home Telecom.

 My internet upload speed has dropped to a ridiculous speed of 20/100 instead of 940. It will drop to this speed 24/7. 

Home Telecom refuse to help, if I managed to speak to someone, they blame another company and hang-up.

I am paying for a service but not even receiving the guaranteed speed of 500.

This is seriously affecting our Ring doorbell recordings and our security.

If I leave, they will insist that I continue paying until the end date of my contract or other penalties.

What are my legal rights in this situation.

Your advice would be gratefully received.

What do you mean 20/100? You mean 20mbps to 100mbps? 

Ring states it will work on 1mbps but optimal is 2mbps so even at your low range it should be working perfectly fine. 

If they are below the guaranteed minimum you can ask to exit the contract early without penalty. 

m1dul

Ayr_Rage said:

Suggest you check the signal strength at the Ring device, your broadband is still 6 times faster than needed for 2k video.

I have a Chime Pro unit that is saying that the signal is green RSSi -52 from the router.

And the Ring Video doorbell 4 is showing green RSSI -44.

The Cars and People are very shaky when they move.

MeteredOut

How are you measuring your speed/throughput?

You need to ignore your Ring doorbell and be clear on your exact speeds when plugged directly into the router/fibre box.

If they have a minimum speed guarantee and you can show you're not getting that, raise a complaint and the escalate to the ombudsman if/when it is not resolved. They should decide on compensation and allow you to leave penalty free.

m1dul

MeteredOut said:

How are you measuring your speed/throughput?

You need to ignore your Ring doorbell and be clear on your exact speeds when plugged directly into the router/fibre box.

If they have a minimum speed guarantee and you can show you're not getting that, raise a complaint and the escalate to the ombudsman if/when it is not resolved. They should decide on compensation and allow you to leave penalty free.

I am measuring the speed test using the speedtest.net Windows app on an Ethernet cable to the router. I have checked other sites as well, and they all give the same slow upload.

Furthermore, I am also on a City fibre connection. They have blamed No One Internet, I cannot communicate with No One internet. This started specifically on 8th August, I followed all their test instructions, however, now they choose to ignore my emails and phone calls, they hang up. When I last phoned them, they said they would phone me within two hours, but they never did. When I eventually get through to them, I give them my name and they ring off.

MeteredOut

m1dul said:

MeteredOut said:

How are you measuring your speed/throughput?

You need to ignore your Ring doorbell and be clear on your exact speeds when plugged directly into the router/fibre box.

If they have a minimum speed guarantee and you can show you're not getting that, raise a complaint and the escalate to the ombudsman if/when it is not resolved. They should decide on compensation and allow you to leave penalty free.

I am measuring the speed test using the speedtest.net Windows app on an Ethernet cable to the router. I have checked other sites as well, and they all give the same slow upload.

Furthermore, I am also on a City fibre connection. They have blamed No One Internet, I cannot communicate with No One internet. This started specifically on 8th August, I followed all their test instructions, however, now they choose to ignore my emails and phone calls, they hang up. When I last phoned them, they said they would phone me within two hours, but they never did. When I eventually get through to them, I give them my name and they ring off.

Get an official complaint registered and that starts the clock for you being able to take it to the ombudsman - even if Home Telecom don't acknowledge it. Have evidence of the consistent slow connection to provide to the ombudsman, along with any guarantees from the provider.

I'd not bother talking about your Ring doorbell etc - the simple fact is they are not meeting their guarantee.

What "other company" are Home Telecom blaming?

la531983

At this point I would just sit the final few months and put your notice into leave on the first available day.