Query on my rights to cancel

I have had a line with BT for around 10 years, and recently signed a new deal in July 18 for Infinity 2.
The email they sent me included the following:


How fast will it be?
We estimate your download speed will be between 67Mbps and 80Mbps, and your upload speed will be between 19Mbps and 20Mbps.

The minimum guaranteed speed you can expect from your broadband will be 60Mbps.

We comply with the Ofcom Broadband Speeds Code of Practice. We'll always aim to give you the download speed shown, but if your actual speed is slower you should call us on 0800 111 4567 and we'll do our best to fix it. If we can't improve it and it stays that way, you'll be able to cancel your broadband contract without having to pay early termination charges.


Up until the last couple of weeks, I have always connected on an 80Mbps profile and received roughly 68-74Mpbs down/16-18Mbps up speeds.
A couple od weeks back however, it all went wrong and the speeds began to fluctuate (as low as 20Mbps profile, and now settled for the last few days at 57Mbps profile - down from 80 normally).
So I now only get speeds of roughly 54Mbps down/10-12Mbps up.
So far, I've had 2 Openreach visits who haven't been able to get the speeds back up, and a 3rd visit is booked for Tuesday.
Assuming it still can't be fixed, do you think I am able to cancel my contract completely (as it's below the 60Mbps that they said was my guaranteed speed)? I'm only concerened because reading the small print, does it actually mean I can only cancel the Broadband side of the deal, leaving me with a phone line that is never used?
I realize that i'm only asking for opinions and that you can't know for sure.
Maybe somebody has faced a similar issue?

Incidentally, I have another line to the property (Plusnet) which still syncs at the full 80/20 and the speeds I achieve are roughly 74/17. It's only the BT.com line that has gone to pot.

Thanks.

Ask engineer no.3 to manually sync their tester on the second line and take a note of the stats ......

Then repeat with the faulty service .....

This should hopefully show them what is, and has been, possible.

A little polite conversation might discover if they are a noobie or not ... they will have a senior engineer who they might ask for advice.
Good luck

In reply to a post by greatcapp:

do you think I am able to cancel my contract completely (as it's below the 60Mbps that they said was my guaranteed speed)?

I would guess so, otherwise the "guarantee" is meaningless - and most deals these days are for broadband+phone combined, although check what you've signed.

However even if you can get out it doesn't really help you much, unless there's an independent network provider you can change to (e.g. Virgin Media, wireless/4G, or one of the fibre altnets like Hyperoptic or Gigaclear).

Any other major ISP will be using the same copper and FTTC infrastructure, and you'll get exactly the same sync speed to the cabinet. So best to get BT (as your current service provider) to push Openreach to fix the issue.

In reply to a post by candlerb:

In reply to a post by greatcapp:

do you think I am able to cancel my contract completely (as it's below the 60Mbps that they said was my guaranteed speed)?

I would guess so, otherwise the "guarantee" is meaningless - and most deals these days are for broadband+phone combined, although check what you've signed.

However even if you can get out it doesn't really help you much, unless there's an independent network provider you can change to (e.g. Virgin Media, wireless/4G, or one of the fibre altnets like Hyperoptic or Gigaclear).

Any other major ISP will be using the same copper and FTTC infrastructure, and you'll get exactly the same sync speed to the cabinet. So best to get BT (as your current service provider) to push Openreach to fix the issue.

This could be down to the dlm stability profile they have provisioned the circuit on, Have they tried a DLM reset?

I guess I'm in a similar situation in that I've been with BT for years (to be honest, nothing else at my location, e.g. Virgin Media) but since the end of last year we've been suffering with disconnects (too many/day) and lower sync speeds... We've had replaced the internal wiring (that internal wiring has been fine for the last 4-5 years since we moved in but bell wire now all of a sudden isn't suitable for high-speed...), we've had the external wiring from the house to the pole replaced... the only thing internally that they wouldn't replace was the BTHub6 (out of contract - wanted me to sign up for another 18 months - wasn't prepared to do that!). I've borrowed another BTHub6 but still getting the same disconnects and reduced profile. BT engineer visit number 3 was a no-show - not good. BT apologised and this has now been rescheduled for Friday. I've suggested they check the cable from the pole to the green cabinet - don't know if that's been done as yet. Very close to cancelling BT and going with a 4G router!

This isn't the first post that I've read recently where people that have enjoyed decent speeds/connection profiles are now suffering... is something else going on here that we're not aware of?

In reply to a post by NutCracker:

This isn't the first post that I've read recently where people that have enjoyed decent speeds/connection profiles are now suffering... is something else going on here that we're not aware of?

Must admit, this is becoming more and more noticeable.

In reply to a post by NutCracker:

This isn't the first post that I've read recently where people that have enjoyed decent speeds/connection profiles are now suffering... is something else going on here that we're not aware of?

Some possibilities:

* More and more people taking up FTTC -> increased crosstalk
* Copper infrastructure is continuing to age