BT can't offer service when we move

We have an Infinity service delivering 22Mb/s and it is ok, upload slow though. Out of contract now.

I use it for BT Sport and other streamed tv as we have a poor signal for terrestrial reception.

When I try to move to our new house in a different county, BT can only offer ADSL at 0.5Mb/s to 1.5Mb/s. They admit that I can't use Sport at this speed, but because I can get this slow broadband, they are not obliged to terminate the service without a cancellation charge of £30

I thought I heard some time ago that if they could not offer a workable broadband then they waive the charge. ADSL of this speed is really unacceptable to my mind.

Their answer was that I should take the ADSL service and then they would look at providing a fibre service. Never worked in the past when we complained before fibre arrived here. It took 4 years and millions given to our county council to get the service in the village!

Any thoughts when I call BT again?

ADSL of this speed is really unacceptable to my mind.

Then don't move there ?

Very helpful. Thanks a bunch for stating the very, very obvious. Work for BT DO YOU.

I should have added that I bought the house on the basis of the speed check on the line for the actual house on the BT sIte. It gave the speed as 11Mb/s but they now say that is not possible. I actually saved the web result page but they deny it is now possible.

Edited by jphil81 (Fri 08-Jul-16 23:00:41)

In reply to a post by jphil81:

Very helpful. Thanks a bunch for stating the very, very obvious. Work for BT DO YOU.

lol

What does the DSL checker estimate for your new place? www.dslchecker.bt.com
If there isn't a phone number, use the full address checker not the postcode checker.

Are you saying that an actual speed test at the new house on the actual line gave 11Mbps? If so, surely that trumps whatever BT may say is possible?

In reply to a post by BatBoy:

In reply to a post by jphil81:

Very helpful. Thanks a bunch for stating the very, very obvious. Work for BT DO YOU.

lol

Yeah, I had a little chuckle there too

Paul

BT dsl checker always gives 1 Mbps quote for my line; but the actual speed is 6 Mbps.

If you have a speed test from the property giving 11 Mbps then the BT checker/estimate is incorrect.

Sometimes speedtest are also incorrect .

Instal broadband.......... if it is not fast enough then install a second/third line.

Ian

They can offer you a service when you move, they are offering you what is available in that area, ADSL
they are estimating low to cover themselves, it may be higher but you will only know this by experiencing the line for yourself,
and yes the obvious answer is DONT MOVE if your not going to be HAPPY with the services in that area,
I would not move mobile networks if I knew they where not good, so why move areas? if your not going to be happy with the utility's?
Don't get snarky with people, you asked for advice, and my advice is the same, if you don't like it DON'T move or move somewhere else where you wont complain.
You wouldn't move there if there was no Mains electric would you?

Edited by thomaswarne01 (Sat 09-Jul-16 09:55:26)

Which exchange is it please?

Have you exchanged contracts on the house?

In reply to a post by thomaswarne01:

They can offer you a service when you move, they are offering you what is available in that area, ADSL
they are estimating low to cover themselves, it may be higher but you will only know this by experiencing the line for yourself,
and yes the obvious answer is DONT MOVE if your not going to be HAPPY with the services in that area,
I would not move mobile networks if I knew they where not good, so why move areas? if your not going to be happy with the utility's?
Don't get snarky with people, you asked for advice, and my advice is the same, if you don't like it DON'T move or move somewhere else where you wont complain.
You wouldn't move there if there was no Mains electric would you?

Sometimes I have to move for work related reasons.

But the main point is, why do BT ALREADY provide the service on the line that measures/records 11Mb reliably but refuse to recognise that fact and therefore REFUSE to supply that service level or even close to it?

I measured the speed and also checked out the speed and service on the line PRIOR to contracting to buy. I have the printout of the results. I did due diligence. I'm now committed to complete.

Was it an ADSL2+ service at 11Mbps+, or FTTC?

Please post the results of the dsl checker, as a previous poster requested.

Edited by RobertoS (Sat 09-Jul-16 11:54:46)

If you have a proven speedtest at that speed, it should be similar for you.

My speed estimate is 5Mbps and I get 19Mbps in reality. I cannot guarantee the estimate is way off, but often it's a minimum speed as BT don't want to promise me 19Mbps and when I get 15Mbps I can complain. I have personally found the estimate way off.

It COULD be really bad, and it's a risk you have to way up. All indications point to it being ok if you have done speedtests etc.

In reply to a post by RobertoS:

Was it an ADSL2+ service at 11Mbps+, or FTTC?

Please post the results of the dsl checker, as a previous poster requested.

I'm not able to post until next Thursday when I visit the house and I can test that present day service.

The DSL checker doesn't need you to be onsite, just enter the phone number or the address.

It may give further information about why BT can't offer you service.

In reply to a post by BatBoy:

The DSL checker doesn't need you to be onsite, just enter the phone number or the address.

It may give further information about why BT can't offer you service.

I wanted the actual result on the line as of now so will see what that is on Thursday
The distance from cabinet 1 is 1.15 miles and is actual.

This is dslcheck today. Sorry for loss of table format.

Telephone Number 01xxxxxx xxxx on Exchange yyyyy is served by Cabinet 1
High Low High Low
VDSL Range A (Clean) 11.5 7.4 1.2 0.8 -- Available -- --
VDSL Range B (Impacted) 10.3 3.3 1.2 0.5 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

ADSL Max Up to 1 -- 0.75 to 2.5 Available -- --
Fixed Rate 2 -- -- Available -- --

In reply to a post by RobertoS:

Which exchange is it please?

Have you exchanged contracts on the house?

Yes, I did exchange as a result of the earlier dslcheck result and the on site test of speed.

There you go! You just need to get hold of someone helpful and with a brain at BT ISP.

Infinity is not available if your estimate is below 15Mbps. They can and do supply "Faster broadband with fibre" for lines such as that one.

In reply to a post by RobertoS:

There you go! You just need to get hold of someone helpful and with a brain at BT ISP.

Infinity is not available if your estimate is below 15Mbps. They can and do supply "Faster broadband with fibre" for lines such as that one.

Yes, I did know that and I repeatedly told them that I wanted Faster Broadband. I even went through to the call centre manager and she would not explain other than try to tell me ADSL WAS ALL THAT WAS AVAILABLE FROM THE EXCHANGE, Caps are important as she got very defensive about the whole situation and saying I would have to pay the £30 cancellation fee.

How does one contact the brain at BT.

I have since learnt that the charge is waived if another provider takes the MAC code. But as they work from BT speed/availability results, how can I get any further with another provider.

If someone told you that about MACs (not MAC codes - as the C stands for Code anyway), then they aren't just brainless but also very out of date. They ceased to exist on 20 June 2015.

In any case they are to do with migrations, and a house move is not a migration. The only possible way out of a cease charge if you don't take a BT Home Move would be if the new resident at your house took over the broadband, perhaps migrating it to another ISP at the same time.

Whether that is possible I don't know. Also how you take over the existing line or service at your new address is a thought. Have the previous occupants cancelled phone/broadband services? It seems clear they have FTTC to be getting 11Mbps on a speed test, as only ADSL Max is available otherwise at up to 8Mbps - as you know.

Nearly all ISPs will accept you for FTTC at your new address. "Infinity" is not an industry-wide product. It is purely BT Retail and is their product name for their above 15Mbps FTTC offering. Hence the advert slogan "Only from BT".

The only places I can think to ask are on the BT Community Forums where reps visit or you could email directly the clued-up reps that visit this site:- http://bt.custhelp.com/app/contact_email/c/4950 . I suggest one or both of these are your next steps.

Thx RobertOS.

On BT help page for transferring broadband they use the expression MAC code....
http://bt.custhelp.com/app/answers/detail/a_id/9778/...

It would be a migration as I want to leave BT after this situation has arisen and with no explanation from them.

Don't have contact with the present owner, I think they are moving locally and are taking the number and service. Seeing him next week so will be exploring the situation.

I'm going with another ISP and will take what comes...

Thx for helpful info. I don't think I will be going to the BT Forum.

Edited by jphil81 (Sat 09-Jul-16 17:10:28)

In reply to a post by jphil81:

On BT help page for transferring broadband they use the expression MAC code....
http://bt.custhelp.com/app/answers/detail/a_id/9778/...

Of which the first two sentences are "Switching to BT Broadband has never been easier. For starters, there's no longer any need to get a MAC code from your current supplier" .

It would be a migration as I want to leave BT after this situation has arisen and with no explanation from them.

A migration is a change of supplier on a line at the same address. That's all.

Don't have contact with the present owner, I think they are moving locally and are taking the number and service. Seeing him next week so will be exploring the situation.

I'm going with another ISP and will take what comes...

I think you will just have the cost of restarting the line with whichever ISP you choose. It's certainly worth asking which they are with.

Just out of interest you could see what Plusnet offer on their website. And Aquiss and uno.

the fundamental think you have failed to grasp is there appears to be no FTTC at your new home !!!!! and so ADSL at .5 mpbs will be only product available (unless virgin or someone else is already there)

can you advise the developer / development name as that will determine whether 0.5 m/bps will be it for the lonf term !!!!! or whether the developer is doing a co fund with an operator to fund fibre broadband

-

RobertOS

My previous opening point was just that BT themselves misuse the term MAC code in their documents as you had pointed out my error in using that terminology. I wasn't meaning that their information within the link was relevant to my problems or our previous posts.

I will check with other ISPs

How does one contact the brain at BT.

Maybe by being polite ??

In reply to a post by Fastman2:

the fundamental think you have failed to grasp is there appears to be no FTTC at your new home !!!!!

Link.

I'd like to think once the OP has calmed down that's what will happen

It's strange idea of "can't offer service". Service is being offered, it's just the estimate are standard 'covering our back' responses. Reminds me of a friend who told me they "can't get a phone service on O2 outside of a city" until I pointed out GPRS is still a service... oh well.

Not his fault. Mine.

But even you have to admit that the standard of the BT help lines tends to be extremely low. Particularly as we can see that FTTC is available there. Just not Infinity.

In reply to a post by EddyTheDog:

I'd like to think once the OP has calmed down that's what will happen

It's strange idea of "can't offer service". Service is being offered, it's just the estimate are standard 'covering our back' responses.

The OP has every right to be very annoyed, seeing as FTTC at ~11Mbps is available and BT Help are telling him he can't have it.

the issue is speed and product 11 m/bps for a new house suggest developer asked for copper only and lucky that it is on an already enabled cab for fibre -- what a service provider will offer you at that speed ts very much up the commercial view of the service provider

No, his fault Bob .....

Fed up of whingers ..... Why is this 'BT's' problem .... and if he knew he could get 11 meg at the new property, then why not say so
(because he wanted to whinge is why)

First post .... BT are pants, this is unacceptable, what are they going to do about it, etc, etc.

As I first replied, if it's THAT important to you, chose a property which will get the service you want.

In reply to a post by RobertoS:

Nearly all ISPs will accept you for FTTC at your new address. "Infinity" is not an industry-wide product. It is purely BT Retail and is their product name for their above 15Mbps FTTC offering. Hence the advert slogan "Only from BT".

What new house?

New to the OP, yes. That's quite normal as not many people move back into one they have previously left.

It could be pre-war for all we know.

We also know that speed tests on the existing broadband at the house are ~11Mbps as well as the estimates.

In reply to a post by jphil81:

But the main point is, why do BT ALREADY provide the service on the line that measures/records 11Mb reliably but refuse to recognise that fact and therefore REFUSE to supply that service level or even close to it?

I measured the speed and also checked out the speed and service on the line PRIOR to contracting to buy. I have the printout of the results. I did due diligence. I'm now committed to complete.

In reply to a post by jphil81:

How does one contact the brain at BT.

There are two ways I'm aware of.

Call 0800 587 7216 and discuss it with them. They are the UK based retentions team who can escalate it to the right department.

Alternatively you can email the CEO of BT who should be interested in the mishandling of this problem. I suggest you mention you plan to contact him to the UK retentions team, who only seem available 9-5 M-F. http://www.ceoemail.com/s.php?id=9591

Many thanks BatBoy for that information.

I will try to follow up on those contacts ASAP. I move next week so will be without broadband or mobile for a few weeks at least. Back to the pre internet days for me. At least work emails at all hours of day and night can go unread.