First post, so naturally that can only mean I am after some advice! Please be gentle
We moved into a new house a few weeks ago. The house is quite rural so weren't expecting too much from the broadband speed.
We were quite surprised when we ran the speed-checker on BT's website and found that they meter our telephone number and line with a range of between 8MB and 18MB with an estimated download speed of 15MB.
The exchange is ADSL2+ enabled.
We don't like BT customer service very much, so joined Xilo/Uno for Broadband. Their own website indicated similar figures presumably because they are using the same information provided by BT.
We are in fact achieving only around 800kbs to 900kbs.
Xilo arranged for BT Openreach to visit us who reckon we are some 6.5kms line-length from the exchange. They also mentioned that there is some old aluminium cabling causing resistance.
We're now being told that because there isn't a fault with the line, BT are charging us for their visit, which was only arranged because of the huge chasm between the speed we are getting and the speed they indicated our line could achieve making us think there was a fault.
Naturally we have disputed this charge to our ISP Xilo for that reason.
I have also taken some advice from Ofcom this morning which was actually rather interesting - The guy I spoke to told me categorically that the speed range of between 8MB and 18MB that BT have metered our line at and are publicly quoting, should be achievable at or around the quoted estimated speed of 15MB because BT aren't in the habit of making such mistakes.
However, he also said that if there is some issue with the quality of the line, BT are under no obligation to change the line out or make alterations.
I'd really appreciate some advice!
I'm not entirely unrealistic - We are a way from the exchange, but it does appear there are problems with BT's hardware and that the figures they quote on their website are in fact in some way accurate. We're just not achieving them for some other reason. If we could achieve even 2 or 3MBs that would be a result. 800 to 900kbs is just not workable.
Is there anyone we can talk to / anything we can do to get this resolved?
Thank you in advance