In reply to a post by Chrysalis:

if the isp has a reason to believe the line will not exceed a 40/10 sync rate then to save themselves money they order the cheaper product from openreach.

This obviously makes sense but then the ISP should pass on the savings to the customer by offering a lower priced 40/10 product in their portfolio. TalkTalk Business certainly order a 80/20 service from Openreach irrespective of estimated speeds as I know someone who's on a 35/12 sync, their estimated speeds were less than 40/10.

this is capitalism, there is no law that requires an isp to only have a certain profit margin, from the isp point of view they are still supplying the same service.

It's pretty silly really. If the customer want 80/20 and the customer pay extra for this service, I am sure there is no reason that openreach can provided you fttc service for up to 80/20 product if the line had a max of above 60Meg or more. But if the max rate below 50Meg then I see there is no point to have faster 80/20.

My parents line was estimates at 60-80Mb and her line go live at 71Mb with max rate of 74Mb but since the year went, her line suffered crosstalk went down to 48Mb. So, her maximum rate is 49Mb so, my parents have decide to save their cost, downgraded to 40/2 with plusnet later this month. Funny is BTW checker still saying her estimates line rate is between (see below) as it proved BTW checker isn't correct due to crosstalk with her line max rate current sit at 49Mb not between 60 and 80Mb:


Telephone number:
01***************
Phone exchange:
CUCKOO OAK
Estimated line speed:
40Mb (This may vary between 60.6Mb and 80Mb) - Checked on 2017-06-07 11:06:36
Current line speed:
40 Mb

Edited by adslmax (Fri 14-Jul-17 15:56:41)

I wouldn't call it profiteering, there are many companies that profiteer, especially in the mobile phone world.

I would say it's fine if the line simply can't handle more than 40/10 and the ISP didn't sell a suitable product, but in the OP's case or anyone's where the attainable is higher they should be transferred onto the higher package, otherwise it's wrong and your not getting what your paying for and your line is capable of.

Thanks for the replies everyone.

I have emailed the CEO office at [email protected] outlining the problem and I have since received a phone call from them. They are raising the issue with the order team who should be in touch soon.

Let us all know the outcome, hopefully it will get resolved quickly.

Reminds of the time I ordered an ADSL Max Premium 'up to' 8128/832 kbps service from Netplan (Entanet reseller) many years ago. Yet Netplan put me on a bog standard (up to) 8128/448 service and kept saying my line couldn't support more than 448kbps in upload. In the end I got in touch with Entanet directly who knocked some sense into Netplan and eventually i was put on the premium product where my upload shot to 832kbps - download remained at a piddly 3mbps though.

Hope you get this resolved soon!

Edited by deleted (Mon 17-Jul-17 16:56:22)

Success! I received a phone call this morning to say technical support have completed the order. Now syncing at 80/20 with room to spare!

Stats...
https://postimg.org/image/zc2am0oor/

For a line with downstream attenuation of 17.6 dB, a Max attainable of 92Mbps is VERY good and suggests very little noise on the line either background or cross talk. And similarly with upstream, 33Mbps is very high

I am at 16.3dB attenuation and have a max attainable that varies from 79 to 80 Mbps due to noise, until one specific user powers up their modem and it drops to 67Mbps. My upstream max is around 25Mbps.

Just be aware that as others come online you may experience a drop in Max attainable and ultimately sync.

Edited by MHC (Wed 19-Jul-17 12:44:02)

Shame they made it so awkward to resolve because the "computer said no".
Good end result though!