Bt are going to do nothing about my case, 2mbs is fine under BT's SLA as the average speed is over 12mb, so in short they are saying that my connection is working normal at peak times when it's completely unusable.

I have received my DEAD LOCK letter and now need to take it further with offcom/ombudsman (Will be done Monday morning)

Bt claim the local network ( Swadlincote & Burton 01283) is running within "scope" and nothing is wrong and it's me, despite the massive growing thread on BT's forums with people in the same area all whining about poor speeds.

I have got an Interview with the local paper, they are interested in the story and evidence I have, as Burton has had a long standing issue with is poor broadband and phone services, they will love to have a dig at BT's no1 "Infinity" product.

So after 7 weeks of [censored], BT have told me to FO.

Edited by lockyatlrg (Sat 26-Jan-13 13:58:24)

Yuck, but good that you have a deadlock letter.

It isn't "an ombudsman" by the way. It is "Ombudsman Services", or more accurately The Ombudsman Service Limited. Previously known as Otello.

Hope that helps.

you know what I mean

The guy dealing with my case has been helpful and agrees it's not right, but there is only so much he can do.

Can you please post a link to this thread as I couldnt find it, thanks.

to be honest if they have said you can leave without penalty then do just that.

If they havent said that then there is ways for you to force the issue even without the ombudsman.

they told me, because it's within spec I can't leave without penalty

Which link do you require?

In reply to a post by lockyatlrg:

Which link do you require?

In reply to a post by lockyatlrg:

despite the massive growing thread on BT's forums with people in the same area all whining about poor speeds

It was at the top of their forums not really hard to miss.

http://community.bt.com/t5/BT-Infinity/CAN-ANYTHING-...

the one with others from your area with same problem.

There is a few ways you can get out without penalty, if you signed up via the website the estimated speed quoted dont say "up to" which translates to a point of sale terms saying you will get those speeds, I expect after someone uses that successfuly against BT it will be quickly changed but hasnt been done so yet.

Then there is this in the t&c

If you use the service in any way that we consider is likely to be detrimental to the provision of the service or which may adversely affect other customer's enjoyment of the service we reserve the right to terminate your service immediately

you can be creative to kick that in?

We aim to provide a continuous, high-quality service but we do not guarantee either the quality of the service or that the service will be available at all times. From time to time faults in the service may occur and maintenance on the network may be required which causes disruption. We will repair these faults as soon as we can and perform network maintenance when the network is least busy.

This one is vague, I would suggest its a copout for BT for occasional severe congestion, but if someone has consistent severe congestion every single night, I think the regulator would side with the consumer in a legal challenge, eg. the ASA would consider that off peak isnt relevant as the average person uses it at peak so the connection would have to be of high quality when the typical person uses the connection.

I also think you have basic consumer trading laws as a way out, a FTTC connection running at 2mbit/sec cannot adequatly stream HD content eg. and for that reason it could be considered as unfit for purpose.

There is a few more ways out but there is already a few listed here.

Yeah I have read up on everything, and it seems the law is on my side.

I will see what happens when I took it further on Monday.

I am confident I will get a resolution in one form or another.

Don't get done - get Dom

Another update, The deadlock letter has been quashed and BT are looking into my case with more detail and collectively with other affected parties.

It's amazing what contacting the local paper and ofcom can do

Seems they didn't like the call from the reporter.