What is this 'cannot refuse' guarantee?

In reply to a post by HarryHomers:

a daft question ?
how do they know whether your line is clean or impacted ? and what does it start on an engineer install, clean or impacted ?

From what I've been told by both an ISP and Openreach Engineers...

Clean = Line Installed and/or tested by engineer (from customer premises)

Impacted = Line Remotely Activated and Un-Tested (So if your provider sent you a router and then gave you an activation date to plug it in rather than a visit from Openreach.

The ISP should be sending an engineer if the speeds are not within the quoted upon ordering the service.... if they refuse to book an appointment or can't due to Openreach's refusal ( or changing the estimate figures after order) then the ISP needs to offer the customer an early termination without fee's if they want to go elsewhere for service.

In reply to a post by MrSaffron:

What is this 'cannot refuse' guarantee?

The line is below the minimum speed expected for the line. Surely an engineer is sent out to attempt to remedy the problem or the OP is allowed to leave the contract without penalty?

In reply to a post by mlmclaren:

The ISP should be sending an engineer if the speeds are not within the quoted upon ordering the service.... if they refuse to book an appointment or can't due to Openreach's refusal ( or changing the estimate figures after order) then the ISP needs to offer the customer an early termination without fee's if they want to go elsewhere for service.

Exactly how I understand it works.

The figures are almost certainly within those shown on the BT checker at time of order.

The OP is synced at 25meg. The low end of the clean range is 35. Something is not right, either the checker isn't accurate, or there's an issue with the phone line.

At 700m (if this is correct) the OP should be getting more than 25meg. I would expect closer to 45.

So what?

The low end of impacted is below the actual sync. The OP IS within forecast speed ranges.

When you sign up with BT retail (not sure about other ISP's) the speed range you're given on their website is the clean range. Nothing is mentioned about the impacted range.

If the OP is with another ISP we need to know what they were advised their speeds would be when they took out the service.

I've just picked a random postcode to test this on. Number 28 at NE6 3SF.

Clean range is 49.7-37.

BT's website shows 50-37meg with a minimum guarantee of 32meg.

ISP and Openreach can still refuse to send out an engineer, i.e. there is no guarantee of any engineer attending to uplift the speed