Downgrading from FTTC/Fibre to ADSL

I switched from Sky ADSL (8-9Mbps) to BT Superfast Fibre at the end of May after being tempted by an offer I saw. I am only getting 23Mbps according to the Smart Hub, instead of the Guaranteed Minimum of 45Mbps. An engineer visited last week and found that most of the connection from the box to the property is aluminium. BT have agreed I can leave my contract, but that just seems to be start of my problems rather than the end. I believe it should be possible to switch back from Fibre / FTTC to ADSL, but the only posts I�ve found via Google are from a few years ago. I would appreciate any help, suggestions or advice on where to go from here.

If I put my postcode into any comparison site and choose ADSL, BT, Sky, Plusnet and NowTV are among the options available. However when I go to the provider�s website and enter my details, only fibre options show as available due to the existing line now being fibre.

Even before I switched to fibre, I tried to get a Plusnet offer that often pops up. Despite being available to �99% of the population�, it was not available for my postcode, despite living in a large town and not a rural area. Neither Plusnet nor the comparison site could explain why.

I would like to take advantage of cashback from TCB or Quidco, but can�t do that if I have to phone the provider. The discounted rate I had with Sky wasn�t brilliant, but it may have been better than anything I seem to be able to get now.

Sky, Talk Talk and Vodafone LLU are available at my exchange.

I am envisaging problems trying to persuade a new provider to switch me back from fibre to ADSL. I don�t want to be stuck in an expensive ADSL contract with BT if they switch me back.

I would appreciate any help as I feel as if I am going round in circles.

If BT switch you down to ADSL2+ the price should drop to what that service is, then once out of contracting migrating to another ADSL2+ provider is simple enough


The online order systems might favour you staying on VDSL2, but if you phone up ISPs should be able to take the order.

NOTE: Consider leaving BT FTTC and someone like TalkTalk or Sky - there FTTC service is pretty much the same price or cheaper than BT Superfast, and a migration from BT to TalkTalk

Vodafone don't sell ADSL2+ now at all.

In reply to a post by MrSaffron:

If BT switch you down to ADSL2+ the price should drop to what that service is, then once out of contracting migrating to another ADSL2+ provider is simple enough


The online order systems might favour you staying on VDSL2, but if you phone up ISPs should be able to take the order.

NOTE: Consider leaving BT FTTC and someone like TalkTalk or Sky - there FTTC service is pretty much the same price or cheaper than BT Superfast, and a migration from BT to TalkTalk

Vodafone don't sell ADSL2+ now at all.

Thanks for the reply.

I really don't want to remain in contract for the next 17 months paying BT's current rate of £30/month just for ADSL. As I am able to end the existing contract under the new Ofcom regs I think that is the better option.

I did wonder if I could switch back to ADSL by calling other ISPs, but then I would miss out on online only offers. It's bad enough having to accept slow speeds, but a double blow having to also pay full price for it and not to be able to take advantage of cashback and offers available to others.

Unless I'm missing something, I don't see any advantage in migrating to FTTC with another ISP. The small increase in speed doesn't justify the additional cost.

ADSL from say TalkTalk costs £20, FTTC from them costs £24, myself I would be happy to pay £4 extra for 2 to 3 times the speed.

You need to find the ADSL package e.g. TalkTalks, https://www.talktalk.co.uk/shop/broadband

Enter your phone number when you place the order not the post code.

I have done a fibre to ADSL order and did not experience only fibre being displayed. It will often show fibre as the first option as it's the fastest, but there is almost always the option to pick the ADSL package if you select it initially at checkout.

Post office do adsl for £15.90, and you can get a £50 amazon voucher via broadband genie (or something similar sounding - it�s on Moneysavingexpert). This is similar to paying £11.74 if you can use Amazon to get something you were going to buy anyway (I buy vodka when found needing to use amazon credit up as it�s same price as the supermarkets).

Not recommending them as heard some horror story�s in the past - but I was going to take a punt for a second line.

In reply to a post by burble:

ADSL from say TalkTalk costs £20, FTTC from them costs £24, myself I would be happy to pay £4 extra for 2 to 3 times the speed.

Thanks.

I have been put off Talk Talk by reports of poor customer service in surveys.

I agree that it would be worth a small extra cost for greater speeds and that is what persuaded me to switch in the first place. However I haven't noticed any benefit with the increased speed so I may as well be on ADSL, especially when there are cashback and other offers that make the net cost of ADSL £11 or less.

In reply to a post by ukhardy07:

You need to find the ADSL package e.g. TalkTalks, https://www.talktalk.co.uk/shop/broadband

Enter your phone number when you place the order not the post code.

I have done a fibre to ADSL order and did not experience only fibre being displayed. It will often show fibre as the first option as it's the fastest, but there is almost always the option to pick the ADSL package if you select it initially at checkout.

I followed your link and had to enter both the postcode and phone number before it would show the packages available. I selected ADSL / Broadband route only, yet the results page said

TalkTalk For Everyone
Important Information:
You�re better off on Faster Fibre. We can see that our standard broadband won�t be up to scratch at your home. You�ll be better off on Faster Fibre, which will let us give you a much faster and much more reliable connection.

and it only offered Faster Fibre or Faster Fibre Speed Boost, no Fast Broadband / ADSL option. And that is despite me entering the following criteria

Recommendation based on:

1-2 Devices
Browsing & Social Media
Edit selections

I cannot understand why TT think that needs fibre.

Unfortunately it is not my experience that ADSL is further down the results. Eg even when choosing ADSL Only at the beginning with Plusnet, it only shows fibre options after I enter my postcode and phone number with the ADSL option greyed out and Not Available.

In reply to a post by gary333:

Post office do adsl for £15.90, and you can get a £50 amazon voucher via broadband genie (or something similar sounding - it�s on Moneysavingexpert). This is similar to paying £11.74 if you can use Amazon to get something you were going to buy anyway (I buy vodka when found needing to use amazon credit up as it�s same price as the supermarkets).

Not recommending them as heard some horror story�s in the past - but I was going to take a punt for a second line.

Thanks.

I have just managed to complete the Availability Checker after yet another dropped connection. For the first time, the results were actually for ADSL. However like you, I haven't read good things about PO BB.

I tried Talk Talk again for the third time with the PO working, but unfortunately the results were the same as before.

What speed are you estimated here?
https://my.btwholesale.com/includes/adsl/adsl.htm?s_...

I suspect the speed estimated is very low hence it�s greying out.

In reply to a post by ukhardy07:

What speed are you estimated here?
https://my.btwholesale.com/includes/adsl/adsl.htm?s_...

I suspect the speed estimated is very low hence it�s greying out.

Thanks. Is this what you are looking for?

ADSL Products


Downstream Line Rate(Mbps)


Upstream Line Rate(Mbps)


Downstream Range(Mbps)


Availability Date




Left in Jumper
WBC ADSL 2+ Up to 7 -- 4.5 to 11 Available -- --
WBC ADSL 2+ Annex M Up to 7 Up to 1 4.5 to 11 Available -- --
ADSL Max Up to 5.5 -- 4 to 8 Available -- --
WBC Fixed Rate 2 -- -- Available -- --
Fixed Rate 2 -- -- Available -- --

If you are happy with the Plusnet FTTC or ADSL offers. I would suggest ringing them. If the person you speak to can't do what you want you could ask to be transferred to a supervisor.

So not showing any FTTC/VDSL2 estimates at all?

Providers are trying to send you done the FTTC path because as web pages are getting larger and more people stream video its a better service for the majority.

In reply to a post by Michael_Chare:

If you are happy with the Plusnet FTTC or ADSL offers. I would suggest ringing them. If the person you speak to can't do what you want you could ask to be transferred to a supervisor.

Thanks, I may try that.

BT are calling me back in the next couple of days to see what I want to do, but I'm not sure if I should call Plusnet before BT call to see what they can do.

In reply to a post by MrSaffron:

So not showing any FTTC/VDSL2 estimates at all?

Providers are trying to send you done the FTTC path because as web pages are getting larger and more people stream video its a better service for the majority.

Sorry, I only posted the ADSL results. These are the full results

Featured Products


Downstream Line Rate(Mbps)


Upstream Line Rate(Mbps)


Downstream Handback Threshold(Mbps)


WBC FTTC Availability Date


WBC SOGEA Availability Date


Left in Jumper
High Low High Low
VDSL Range A (Clean) 75.6 53.4 20 16.2 48 Available Available --
VDSL Range B (Impacted) 73.4 49 20 14.5 41.5 Available Available --

Featured Products


Downstream Line Rate(Mbps)


Upstream Line Rate(Mbps)


Downstream Range(Mbps)


WBC FTTP Availability Date




FTTP on Demand 330 30 -- Available -- --

ADSL Products


Downstream Line Rate(Mbps)


Upstream Line Rate(Mbps)


Downstream Range(Mbps)


Availability Date




Left in Jumper
WBC ADSL 2+ Up to 7 -- 4.5 to 11 Available -- --
WBC ADSL 2+ Annex M Up to 7 Up to 1 4.5 to 11 Available -- --
ADSL Max Up to 5.5 -- 4 to 8 Available -- --
WBC Fixed Rate 2 -- -- Available -- --
Fixed Rate 2 -- -- Available -- --

Observed Speeds


VDSL
Max Observed Downstream Speed (Mbps) 25.71
Max Upstream Observed Speed (Mbps) 10.9
Observed Date 2019-07-01

Other Offerings








Availability Date




VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --

Premise environment


Status
Bridge Tap U
VRI N
NTEFaceplate N
Last Test Date 28-06-2019

I have fibre currently, the fastest one but I see all options.

https://m.imgur.com/a/5lOEUjS

I think you will have to call the ISPs

In reply to a post by ukhardy07:

I have fibre currently, the fastest one but I see all options.

https://m.imgur.com/a/5lOEUjS

I think you will have to call the ISPs

Thanks.

I noticed that your images were on a phone so I tried that instead of the computer. Same result as previous, that I would be better with Faster Fibre, no Fast Broadband option.

Yes it looks like I will have to call, but unfortunately that will exclude me from online only offers. If I have no option except to pay full price for ADSL, I may be as well to stay on fibre if the price difference is minimal. At the moment I am considering Sky, Plusnet and NowTV although I believe NowTV is online only contact.

Yes this is strange. Generally ISP will honour the online prices via telephone and can often do little extras such as not charge for install. I would not expect the price to be more.

Price point wise TalkTalk is probably one of the cheapest options. Generally the service is the relatively the same on all mass market providers.

In reply to a post by ukhardy07:

Yes this is strange. Generally ISP will honour the online prices via telephone and can often do little extras such as not charge for install. I would not expect the price to be more.

Price point wise TalkTalk is probably one of the cheapest options. Generally the service is the relatively the same on all mass market providers.

Thanks.

It is not only the online price. I wouldn't expect they would honour or match potential cashback available via cashback sites which can vastly reduce the net cost.

I have had good CS from Sky and BT, but am wary of moving to an ISP that has a poorer reputation. How long have you been with TalkTalk and how have you found their CS?

Customer service is bad but not worse than BT in my experience.

Sky for me has been much better for CS.

Connection wise my Talktalk hub the latest gen has better range than sky�s q hub by a mile and was better than my home hub 6 marginally.

Edit to get the same range as my talktalk hub I have the sky q hub and 2 sky boosters... says a lot

Edited by ukhardy07 (Wed 03-Jul-19 13:34:41)

Cashback and other incentives work only because of the automated no human involved (i.e. needs paying) so in edge cases like yours the loss of this incentive is no suprise.

Someone migrating off of FTTC back to ADSL is also more prone for problems e.g. jumpering issues and more work needed even when done right the first time.

In reply to a post by ukhardy07:

Customer service is bad but not worse than BT in my experience.

Sky for me has been much better for CS.

Connection wise my Talktalk hub the latest gen has better range than sky�s q hub by a mile and was better than my home hub 6 marginally.

Edit to get the same range as my talktalk hub I have the sky q hub and 2 sky boosters... says a lot

Thanks.

With the Sky hub and wifi booster I could get wifi outside no problem, but struggle with the BT Smart Hub. There are also frequent drop outs on all devices with the Smart Hub, including a mobile in the same room as the hub. Drop outs on Sky ADSL were very, very rare.

Edited by deleted (Wed 03-Jul-19 13:58:02)

In reply to a post by MrSaffron:

Cashback and other incentives work only because of the automated no human involved (i.e. needs paying) so in edge cases like yours the loss of this incentive is no suprise.

Someone migrating off of FTTC back to ADSL is also more prone for problems e.g. jumpering issues and more work needed even when done right the first time.

Thanks.

Yes I was aware that the incentives were due to doing everything online rather than by phone. Unfortunately it is not by choice that I would have to phone as I prefer to do everything online where possible.

Sorry I don't know what you mean by "edge cases". Can you explain please?

What is also very annoying is entering my postcode on various BB comparison sites "so that we will only show you packages that are available in your area". Yet when I click through to the ISP's own website and enter my phone number, those same packages are not actually available. There are only 23 houses in that postcode.

It is also the possible problems of switching back from Fibre to ADSL that is making me wary of an ISP with poor CS who may not rectify any problems or be slow to do so.

I expect the chances of getting BT to put me back on ADSL, but not taking an ADSL contract with them, are slim to none.

I am so wishing I had kept what I had rather than open a can of worms.

The edge case is wanting to go from FTTC to ADSL - that is not very common these days and so systems may not be written to account for it.

I�ve done this with talktalk and sky, moved the lines to ADSL when I was away for 6+ months and it was half the price moving ISP and keeping some connectivity for cameras etc.

Always been online, I think it now displaying any ADSL option is an edge case but it seems strange for ISPs to not display ADSL at all.

In reply to a post by ian72:

The edge case is wanting to go from FTTC to ADSL - that is not very common these days and so systems may not be written to account for it.

Thanks for the explanation. That may explain why ADSL is not showing as an option after I enter my phone number and the system can see that it is currently a fibre connection.

In reply to a post by ukhardy07:

I�ve done this with talktalk and sky, moved the lines to ADSL when I was away for 6+ months and it was half the price moving ISP and keeping some connectivity for cameras etc.

Always been online, I think it now displaying any ADSL option is an edge case but it seems strange for ISPs to not display ADSL at all.

The only ISP that has shown ADSL is the Post Office, but they are not an ISP I would consider.

I'd appreciate your thoughts on something I've just thought of. If I switch to fibre with another ISP, and they cannot provide their Guaranteed Minimum speed, would they be under any obligation to switch me to their ADSL connection or is leaving the only option? I would need to check that they have signed up to the new Ofcom regs. I don't want to remain with BT on an ADSL contract.

I really would prefer to resolve this without too much faffing about, but I do want a satisfactory end result.

I would not bank on any obligation to switch you to ADSL.

At the price point fibre is often just a few pounds extra.

Post office is a poor choice.

If you go down the talktalk route they cannot regrade packages for a period of time, unless it�s an upgrade. Even that can be a huge headache to get actioned... For £24 vs £20, I would stick to fibre optic.

It's nothing to do with already having fibre.

The Talktalk website just point blank refuses to allow ADSL orders if fibre is available and the ADSL estimates are very low.

It doesn't matter if I try transfer my existing number, get a new number or get a whole new line installed. The Talktalk site just refuses any ADSL order from ANY address on my street.

Cashback offers tend to be better for taking fibre.
Why not check what cashback is available for fibre and see if the extra cashback outweighs the extra monthly charge for it?

In reply to a post by ukhardy07:

I would not bank on any obligation to switch you to ADSL.

At the price point fibre is often just a few pounds extra.

Post office is a poor choice.

If you go down the talktalk route they cannot regrade packages for a period of time, unless it�s an upgrade. Even that can be a huge headache to get actioned... For £24 vs £20, I would stick to fibre optic.

Thanks.

I need to get my head round the fact that switching back to ADSL is only an option IF I can get the net cost for considerably less than the best easily available cost. Otherwise I am just as well staying with fibre, even though the speed is half the Guaranteed Minimum speed. It just feels like a Lose / Lose situation.

I understand that I can leave BT if they cannot fix the speed issue within 30 days. However is there a time limit on advising them of my intention to leave? Can I do it at any point during my contract, or is there a point where I would be deemed to have "accepted" the lower speed?

In some areas (like mine) TalkTalk refuse to provide any service at all (broadband or phone).

In reply to a post by j0hn83:

It's nothing to do with already having fibre.

The Talktalk website just point blank refuses to allow ADSL orders if fibre is available and the ADSL estimates are very low.

It doesn't matter if I try transfer my existing number, get a new number or get a whole new line installed. The Talktalk site just refuses any ADSL order from ANY address on my street.

Cashback offers tend to be better for taking fibre.
Why not check what cashback is available for fibre and see if the extra cashback outweighs the extra monthly charge for it?

Thanks for confirming that you are finding the same with the TalkTalk website. I was beginning to think it was unique to me, despite trying their site on different browsers and devices, going Incognito, using a VPN, not using a VPN, etc.

Thanks for the suggestion re cashback. I can see a spreadsheet looming. However as I mentioned earlier, it is frustrating having to enter my details, only for many of them to say they are not actually available, or at least the offer isn't. Plusnet was one example. Not Available via a link/offer on MSE, yet going direct without the offer it was available.

The contract timeframes customer services should have made clear.

You won�t ever cancel BT as that ceases your line you simply place an order with a new provider.

First steps I can think of ring BT and go to cancellations / retentions. Explain BT have offered you the ability to leave free of charge but you would like to stay if they can reduce the price point considerably. Let them know you are open to ADSL. Explain the speeds nowhere near the speed quoted and open reach have confirmed it�s an error.

I suspect you will be offered a price that makes the moving providers hardly worth it.

Edited by ukhardy07 (Wed 03-Jul-19 16:25:06)

In reply to a post by ukhardy07:

The contract timeframes customer services should have made clear.

You won�t ever cancel BT as that ceases your line you simply place an order with a new provider.

First steps I can think of ring BT and go to cancellations / retentions. Explain BT have offered you the ability to leave free of charge but you would like to stay if they can reduce the price point considerably. Let them know you are open to ADSL. Explain the speeds nowhere near the speed quoted and open reach have confirmed it�s an error.

I suspect you will be offered a price that makes the moving providers hardly worth it.

I got a call from Case Management, but they didn't make things clear and only said that I had the right to leave my contract. I was aware that the new ISP cancels the service with the old one. However I wasn't sure if I also needed to let BT know so that it wasn't treated as Early Termination of Contract.

I asked them to call back at the end of this week to give me time to explore my options. I did ask about a discount and was told there was probably very little they could do as I have "a heavily discounted rate". It is the same introductory rate available to all new users.

I have taken note of what you have said. Would i tbe better to wait for the call from Case Management or pre-empt it with a call to Retentions?

The only team with good deals is retentions. When they offer you something average ask for a manager to double check.

Usually BT just remove the contract term so there�s no contract.

I would double check the timeframes but I suspect it�s whenever.

What are you currently paying?

Edited by ukhardy07 (Wed 03-Jul-19 17:27:49)

In reply to a post by ukhardy07:

The only team with good deals is retentions. When they offer you something average ask for a manager to double check.

Usually BT just remove the contract term so there�s no contract.

I would double check the timeframes but I suspect it�s whenever.

What are you currently paying?

Thanks for the advice.

What department should I ask for when I call, should I just ask directly for Retentions? As cancellations are done by the new ISP, asking for Cancellations doesn't seem right.

I am currently paying £30 for Superfast Fibre (50Mbps). There is a slightly cheaper 36Mbps package, but my speed can't even reach that!

You must be close to the cabinet to be seeing a result like that from the DSL checker site.

I would actually persist with BT. Try and get Openreach to come out on another Broadband Boost task. If you�re only a few hundred metres from the cabinet you should be seeing much higher speed than 25Mb aluminium or not.

In reply to a post by Icaras:

You must be close to the cabinet to be seeing a result like that from the DSL checker site.

I would actually persist with BT. Try and get Openreach to come out on another Broadband Boost task. If you�re only a few hundred metres from the cabinet you should be seeing much higher speed than 25Mb aluminium or not.

I am 400m from the cabinet according to the OR engineer. He is the first one to track the cabling at each point from the cabinet, rather than just check the nearest connection, and said the speed starts to drop within the first 50m.

Ring and ask for cancellations. This is retentions

£30 (assuming it includes like rental) for fibre is a good price, you might shave £5 to £10 off with another ISP.

Are BT refusing to issue further engineers?

In reply to a post by ukhardy07:

Ring and ask for cancellations. This is retentions

£30 (assuming it includes like rental) for fibre is a good price, you might shave £5 to £10 off with another ISP.

Yes, I am aware that Cancellations is actually Retentions, as that is the route I've always taken when I was at the end of my contract. However you said earlier

You won�t ever cancel BT as that ceases your line you simply place an order with a new provider.

Then I got confused when you said to ask for Cancellations after saying "you won't ever cancel"! As long as they realise I really mean negotiate and not cancel, as I don't want them to cease the line in error.

I agree that £30 is a good price for fibre, IF you are getting the advertised speed, but I don't think it is particularly good for the actual speed I'm getting.

What sort of price point do you want?

Yes if you don�t get the deal you want simply let BT know you�ll think about your options.

I was told that the engineer said line is now working at the best possible speed it is capable of and can�t be improved, which sounded pretty final.

Ideally I would like to be back on a stable ADSL at a net cost similar that available to others of £11 or less, but that is never going to happen. I don't think the fibre connection I have is worth more than £20, when compared to the prices available to people getting the actual speed they're paying for, but even then it would need to be a lot more stable than it is.

I appreciate all the replies and suggestions.

Apologies for the intermittent replies, but I'm watching the footie and the Netherlands have just scored in extra time.

£11 for ADSL? That�s extremely cheap...

Have you considered a note to the BT exec team, not sure if they pickup cases anymore.

You won�t get BT ADSL for £12, possibly £20 with a decent retentions offer.

As an aside, I believe you have to be away from Sky for 12 months before you can go back as a New User. I have searched their site high and low, including several T&Cs, but cannot find it mentioned.

Ideally I would like to be back on a stable ADSL at a net cost similar that available to others of £11

The OpenReach line rental charge alone is over £9 a month (inc vat).

ISP's need to add ADSL, capacity, support and a profit on top of that.

Where do you see £11 (net) a month available?

Any cashback you have been looking at with a low monthly price is likely an 18 or 24 month contract, and the lower price is only for the 1st 12 months.

£11 a month sounds unrealistic to me.

In reply to a post by ukhardy07:

£11 for ADSL? That�s extremely cheap...

We were paying only £5 per month for ADSL2+ with BT.
But that was due to our line was that bad and when it rained heavily or became very windy we lost connection and often the phone too, this became a regular issue, and because there were no spare pairs left and me keeping on at them they just reduced the cost.

Paul

And how much line rental?

In reply to a post by ukhardy07:

£11 for ADSL? That�s extremely cheap...

Have you considered a note to the BT exec team, not sure if they pickup cases anymore.

You won�t get BT ADSL for £12, possibly £20 with a decent retentions offer.

There are often deals around that price point on the MSE weekly email. That is the price net of any rewards or cashback.

Plusnet has appeared several times at under £10. Recently the Post Office was £11.74/mth' over 1yr contract for ADSL, Vodafone was '£16.45/mth' over 18mth contract for 35Mb fibre and £21.45 for 63Mb and Virgin was '£18.75/mth' over 1yr contract for 108Mb cable.

Yes I realise that £12 is unrealistic for BT ADSL, but I would really like to get a net cost nearer that available to others.

Vodafone is a no-go zone in my opinion.
Can you place an order if you go via the post code checker instead of phone number? You could then contact the provider straight after placing an order and provide a phone number to be transferred.
It should come up that you already have a landline.

In reply to a post by MrSaffron:

And how much line rental?

Not sure, but that £5 was just for the broadband, but the line rental was already paid for the year.

Paul

Edited by PaulKirby (Wed 03-Jul-19 23:27:13)

In reply to a post by ukhardy07:

Vodafone is a no-go zone in my opinion.
Can you place an order if you go via the post code checker instead of phone number? You could then contact the provider straight after placing an order and provide a phone number to be transferred.
It should come up that you already have a landline.

All the sites initially only ask for a postcode, but on the following screens you cannot progress without confirming the address and entering your phone number. The only way NOT to enter your phone number is to choose the option that you are moving to that address.

Yes - just keen to see, does this option show the ADSL option? Do not place the order, but it will give you an idea of whether this is a BT database issue.

EDIT: PM sent. I believe BT can push for more given the length of line. Don�t let a single engineer be the end of this.

Edited by ukhardy07 (Wed 03-Jul-19 23:50:15)

ELC team involvement?

In reply to a post by ukhardy07:

Yes - just keen to see, does this option show the ADSL option? Do not place the order, but it will give you an idea of whether this is a BT database issue.

EDIT: PM sent. I believe BT can push for more given the length of line. Don�t let a single engineer be the end of this.

Now there's a strange thing.

I went to the BT home page, without logging in, and it showed all the BB options, including standard BB at the bottom. I clicked Check Availability, entered my postcode and it asked me to confirm my address, but there was an option to continue without confirming it.

Can't find your address? Get an estimate using just your postcode

The results were surprising...................... The only option available for my postcode was Standard Broadband and I didn't choose the type I wanted at the beginning.

Thanks for the PM. I have replied.

In reply to a post by ukhardy07:

ELC team involvement?

Erm, I think they were, was a long time ago, I do recall a lot was said both sides LOL and I got passed further up the chain until it reached the chairman's office.
Where I was then told after several phone calls and several engineer visits it would be cheaper to charge £5 for just the broadband than it would to run a new set of cables.

But on average back then we would loose connection at least once or twice every week or so (i.e when it rained heavy) and would be down for a few hours.

Basically our copper cable has leaks in it along with a HR Fault.

That £5 was only until the issue was resolved, which it never was so the price stayed at £5 pm.

All of the above issues was why we moved everything over to our fibre connection when we were finally able to order it (remember BT was insistent FTTP was not even here LOL), so we are not using any of our copper line any more, so I terminated it in the BT80 Box.

But yeah, its good to keep on at BT (but not being rude) until stuff gets done.

Paul

If chasing retentions the BT Fibre Essential product is down at £26.99/m for new customers starting on Friday

Thanks for the info. It may be worth holding off calling them till then.

First of all, may I sincerely apologise to all who replied for taking so long to update this thread. This was mainly due to ill health. I know and appreciate how frustrating it is when you reply to a query, never to hear from the person again, which was never my intention.

I really appreciate all the help I received, but I particularly would like to thank ukhardy07. Your help and support was invaluable. I would have given up after the first few attempts by BT to resolve the issue, but you encouraged me to persist.

I had a wonderful contact at BT, who worked with me to resolve the slow speed. After several engineer's visits, one found a damaged joint / cable and repaired it. I now also have BT Whole Home Wifi which is excellent. My speeds are now:-

Internet speed test
015102050100+
9.09
Megabits per second
Testing upload�
41.9

Mbps download

9.09

Mbps upload

Latency: 53 ms
Server: Stavanger
Your Internet speed is fast

Your Internet connection should be able to handle multiple devices streaming HD videos at the same time.

I cannot thank you enough.

I hope you have a lovely Christmas and New Year.

Best regards