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.