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Standard User ashtonroad
(newbie) Tue 20-Jun-17 20:02:24
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BT Infinity web site is misleading about fibre availability


[link to this post]
 
When I was looking at houses to move to I always checked the BT fibre pages to see what broadband speed was available. I choose a house and my main interests was type of house, location and then broadband speed. I was mislead by the web site which stated the post code and phone number would be cabpable of supporting a speed of around 65 mbps download. About two weeks before I moved I rang BT to tell them I was moving to this property and was told fibre was not an option but that was probably a fault of the web site and I could upgrade once I had moved. I phoned BT after seeing the deal where infinity 2 speeds were available for infinity 1 prices up until midnight. The guy at the other end couldn't upgrade me but told me it could probably fixed and would get back to me within 5 days. He got back to me saying fibre was not available and might be available one day, probably when someone signs off BT fibre - how likely is that?

I was very annoyed and threatened to cancel, quite right I had been misold something. They persuaded me to drop the complaint and continue with the contract if they gave that a discount on my monthly payments. A week or so later the discounted payment was available to any new customer.

I said at the time I would drop the complaint but would complain to the regulator if the website still said I could have infinity 2, still does say that to my annoyance.

Who should I report BT to as misleading potential buyers of inaccurate things on their website? They can't be bothered to fix the broadband or website!!!!
Standard User witchunt
(committed) Tue 20-Jun-17 20:18:59
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Re: BT Infinity web site is misleading about fibre availabil


[re: ashtonroad] [link to this post]
 
Complain to everyone. Lodge a formal complaint
with bt, copy it to gavin patterson and john petter, your local MP, Ofcom , the ASA and a few media outlets as well. That should cover most bases
Administrator MrSaffron
(staff) Tue 20-Jun-17 20:37:13
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Re: BT Infinity web site is misleading about fibre availabil


[re: ashtonroad] [link to this post]
 
"probably when someone signs off BT fibre - how likely is that?"

This phrase suggests the issue is a capacity one, i.e. no space for you at the cabinet currently for VDSL2, this will usually change in time, may be a few weeks or a few weeks, but is a dynamic situation so when you checked there may have been some capacity but has subsequently been sold before you placed your order.

The wholesale checker at https://www.btwholesale.com/includes/adsl/adsl.htm?s... mentions capacity usually if that is the cause, otherwise tell us the exchange and cabinet and people can go and check.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.


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Standard User ashtonroad
(newbie) Tue 20-Jun-17 21:00:42
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Re: BT Infinity web site is misleading about fibre availabil


[re: MrSaffron] [link to this post]
 
Thanks, have checked the bt website regulary every few days and it always says the same. I don't want to give my phone number but the exchange is Calder Valley and my post code is HX7 5PJ

Bt wholesale checker page confirms the speeds i get, copper speeds.

I wouldn't mind if i lived miles ffom the exchange but i live a maximum of 250 m from the exchange.
Standard User BatBoy
(sensei) Tue 20-Jun-17 21:09:00
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Re: BT Infinity web site is misleading about fibre availabil


[re: ashtonroad] [link to this post]
 
Problem is you're on a line straight from the exchange, no cabinet. This rules out fibre to the cabinet (FTTC)
Standard User ashtonroad
(newbie) Tue 20-Jun-17 21:12:10
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Re: BT Infinity web site is misleading about fibre availabil


[re: BatBoy] [link to this post]
 
Theres a cabinet at the bottom of Brier Hey Lane.
Standard User BatBoy
(sensei) Tue 20-Jun-17 21:15:48
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Re: BT Infinity web site is misleading about fibre availabil


[re: ashtonroad] [link to this post]
 
So there is, and the Vicarage is connected to it. Are you? Does the DSLchecker give you a cabinet number? Try the address option http://www.dslchecker.bt.com/adsl/ADSLChecker.Addres...
Standard User ashtonroad
(newbie) Tue 20-Jun-17 21:21:22
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Re: BT Infinity web site is misleading about fibre availabil


[re: BatBoy] [link to this post]
 
Tried the link, put tge postal address in and it needs the phone number, tried the link and found its dead.

Incompetant bt yet again.
Standard User baby_frogmella
(fountain of knowledge) Tue 20-Jun-17 21:21:33
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Re: BT Infinity web site is misleading about fibre availabil


[re: ashtonroad] [link to this post]
 
Cabinet 15 is definitely accepting orders for fttc/vdsl2....

http://www.imageupload.co.uk/image/DcVo

*********************************************************
Fluidone FTTP 330/30 Mbps

My Broadband Speed Test
*********************************************************
Standard User baby_frogmella
(fountain of knowledge) Tue 20-Jun-17 21:23:36
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Re: BT Infinity web site is misleading about fibre availabil


[re: ashtonroad] [link to this post]
 
The link batboy gave is definitely valid. Just enter your postcode only, hit submit and then select your address from the drop down list, eg The Vicarage.

*********************************************************
Fluidone FTTP 330/30 Mbps

My Broadband Speed Test
*********************************************************

Edited by baby_frogmella (Tue 20-Jun-17 21:27:27)

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