BeFibre

kayem12

We recently switched from Sky to BeFibre for our broadband service. We have however encountered a range of problems since we made the switch. These problems are around dropped connection and slow speeds.  BeFibre have attempted a number of “fixes” to try and remedy the problem but we are still encountering problems.  My question is around the following:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

I am currently in the process of allowing BeFibre the 8 weeks I am required to give them to either resolve the issue(s) or issue a deadlock letter.

What are my rights if I continue to experience problems with the service? 

eskbanker

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

I thought it was standard practice for broadband suppliers to only consider performance in the context of the connection from the router to the outside world, rather than anything on the customer side of that?

Is the router the same one you were using before, or a new one provided by the new supplier?

dnpark38

Are Sky and Befibre both using the same network to your home?
Are you paying for same speed?

A_Geordie

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

That's correct. The guaranteed speed is usually from the master socket (or test socket if there is one) which is where the line technically starts from the outside. Everything past that is a customer responsibility.

Having said that, you've not described whether the connection drop outs are wireless or wired connections, or both. Some internet provider offer pretty rubbish routers in terms of house coverage but then again if you have thick walls or if you have a large house and trying to connect to your wifi downstairs whilst the router is upstairs, then that is likely to be a problem, which I think the onus is on a customer to resolve. 

The wifi coverage should be a reasonable distance but unless it's been advertised or stated as part of your ordering process, that the wifi coverage is X, then I don't think you have much to complain about, other than to try using other methods such as purchasing your own router and using it as an extender or ordering powerline adaptors that work off your plug sockets.

That all said, there seems to be a 'BeGuarantee' which says if you're not happy and Be have tried to resolve it, then you can leave as long as you give notice to cancel within 10 days after the 30 day window starting from when your internet was installed/activated.

Ergates

Are you using the (probably mince) router that BeFibre  (assuming the did), or your own one?

kayem12

eskbanker said:

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

I thought it was standard practice for broadband suppliers to only consider performance in the context of the connection from the router to the outside world, rather than anything on the customer side of that?

Is the router the same one you were using before, or a new one provided by the new supplier?

Ergates said:

Are you using the (probably mince) router that BeFibre  (assuming the did), or your own one?

We were issued with a new router by BeFibre - a Heights HT-6766BE

kayem12

Ergates said:

Are you using the (probably mince) router that BeFibre  (assuming the did), or your own one?

We were issued with a new router by BeFibre - a Heights HT-6766BE

kayem12

A_Geordie said:

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

That's correct. The guaranteed speed is usually from the master socket (or test socket if there is one) which is where the line technically starts from the outside. Everything past that is a customer responsibility.

Having said that, you've not described whether the connection drop outs are wireless or wired connections, or both. Some internet provider offer pretty rubbish routers in terms of house coverage but then again if you have thick walls or if you have a large house and trying to connect to your wifi downstairs whilst the router is upstairs, then that is likely to be a problem, which I think the onus is on a customer to resolve. 

The wifi coverage should be a reasonable distance but unless it's been advertised or stated as part of your ordering process, that the wifi coverage is X, then I don't think you have much to complain about, other than to try using other methods such as purchasing your own router and using it as an extender or ordering powerline adaptors that work off your plug sockets.

That all said, there seems to be a 'BeGuarantee' which says if you're not happy and Be have tried to resolve it, then you can leave as long as you give notice to cancel within 10 days after the 30 day window starting from when your internet was installed/activated.

We have the same router placement with BeFibre that we did have when we were previously with Sky and yet we didn’t experience any of the problems we are experiencing now with BeFibre when we were with Sky.  The router is situated upstairs in the property, as it was when we were with Sky.  We were advised to split the connection into two bands so we have a 2.4g band and a 5g band.  The issue is with the 2.4g connection dropping off (not visible when you search for available networks) which can only be resolved with a reset of the router.  

My question is around my consumer rights given that we can’t rely on the connectivity and we aren’t getting  anywhere near the speeds promised by a full fibre network.  Maybe I should have looked more closely at the small print, but to be promised full fibre speeds but only getting download speeds of 100Mbps and upload speeds of 80Mbps is massively disappointing.  The two things you want from your provider, speed and connectivity are constantly letting us down and I would leave BeFibre in a heartbeat if we weren’t tied into a 18 month contract.

kayem12

A_Geordie said:

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

That's correct. The guaranteed speed is usually from the master socket (or test socket if there is one) which is where the line technically starts from the outside. Everything past that is a customer responsibility.

Having said that, you've not described whether the connection drop outs are wireless or wired connections, or both. Some internet provider offer pretty rubbish routers in terms of house coverage but then again if you have thick walls or if you have a large house and trying to connect to your wifi downstairs whilst the router is upstairs, then that is likely to be a problem, which I think the onus is on a customer to resolve. 

The wifi coverage should be a reasonable distance but unless it's been advertised or stated as part of your ordering process, that the wifi coverage is X, then I don't think you have much to complain about, other than to try using other methods such as purchasing your own router and using it as an extender or ordering powerline adaptors that work off your plug sockets.

That all said, there seems to be a 'BeGuarantee' which says if you're not happy and Be have tried to resolve it, then you can leave as long as you give notice to cancel within 10 days after the 30 day window starting from when your internet was installed/activated.

How can we leave within 30 days if we have to give them 8 weeks to resolve the issue before a “deadlock” letter can be issued? 

littleboo

Presumably you are getting the promised speed at the router? Depending on your devices and the wireless standards they support, there is a good chance you wont receive the full speed over wireless. I'd be less concerned about the speed issue than the reliability issue. 

kayem12

littleboo said:

Presumably you are getting the promised speed at the router? Depending on your devices and the wireless standards they support, there is a good chance you wont receive the full speed over wireless. I'd be less concerned about the speed issue than the reliability issue. 

I’ve not been able to perform a hard wire test to the router to test the speed but BeFibre inform me they have done this remotely and reported the sort of speeds we were promised.  I can live with the speeds (even though the buffering on things like Netflix is annoying and wasn’t experienced with Sky) as long as we have a reliable connection. However, BeFibre state they don’t have to guarantee that connectivity which is what I’d like to question.