Universal Service Oblgation

Just received an email from "Superfast Worcestershire":

"Ofcom's Universal Service Obligation (USO) starts today
Every home and business in the UK has the legal right to request a decent, affordable broadband connection.
From today, if you can�t get a download speed of 10 Mbit/s and an upload speed of 1 Mbit/s, you can request an upgraded connection from BT, by calling 0800 783 0223 or visiting www.bt.com/uso."

I am on an FTTC connection with ZEN, and they have agreed previously that I can only expect 5 or 6 mb due to the length of the copper line to the cabinet.

I tried to register with BT as suggested, but their website says I already have a 10mb connection, and so do not qualify.

This is patently untrue. Their own BT Wholesale speedcheck says (as of 25 minutes ago and again as of minute ago...) a speed of 5.92mb.

(and this is measured while directly wired to the router - ie. not WIFI - and the router plugged directly into their socket at the point of entry into the house, so no wiring "in the premises")

I have tried calling the number they give for queries (0800 028 2020) but gave up after 15 minutes on hold.


What is going on?

Edited by deleted (Fri 20-Mar-20 15:49:06)

This is likely to be a fairly common issue.

One thing I wonder is whether their "checker" takes account of 4G availability as well as that may make a difference (or does it specifically say you can get fixed line at 10Mb/s and above)?

MrSaffron is going to be looking into someone else's case I think that raised it on the news article on the front page.

What does https://my.btwholesale.com/includes/adsl/adsl.htm say for the address or phone number if you have a BT line

We want to see the low range to top figure.

Suspect you are another person where the low figure is around your sync speed but the top figure is just over 10.0 Mbps

Have emailed BT and moans about the USO checker are on front page so hopefully they are aware.

It is a Friday which never helps, and with teams all spread out working from home it is doubly difficult to get any action. So for now sit tight.

If EE 4G signal is such that 10 Mbps is possible over that then looking at th 4G Home Broadband router is probably what they've have you doing anyway to meet USO.

Don't believe it is taking 4G into account (but cannot be 100% sure) due to the wording which says sending out a 4G hub is the solution.

Fingers crossed some not costly for anyone dispute scheme will appear.

In the work from home situation at present it may be that things take longer to get sorted out, so the most important thing is to catch those in the range where even the best case estimate is under 10 Mbps get help.

The result for my address: "You could get a faster connection with mobile broadband and our 4G Hub"

I can just about obtain 1.5 mbps on ADSL, but I have M100 Virgin Media Broadband.

A point raised with BT.

i.e. the need to tell people that the initial check is not looking at the alternate providers that exist and can in many cases deliver much faster than USO speeds.

I think I might be the poster on the article.

The exchange in question is STRUAN on the Isle of Skye which only has ADSL Max and no other network providers.

The O2 coverage checker for Ullinish is laughable as its results simply don't reflect our experience.

The mast that provides our mobile service is 16 miles away NNW on a hill called Scoval at 57.465426, -6.702019 and you really can see the mast from our house if you stand in the field with binoculars. The hills in the area mean we don't get a signal from any other mast.

A year or two back our hopes were raise when fibre was run along site the road ( we stopped to ask about it ) from Broadford to Sligachan and then to Dunvegan. Places along the way now have FTTC but Struan and Ullinish still don't.

Out of interest have you tried any other mobile network? Obviously hills cause problems.

Yes. Our visitors have tried them all. Sometime you can make a brief phone call but texting is the only reliable option. Even then, it's best to go out and stand in the field for a better signal.

That's a shame given the push the networks have made into the remote areas in that last few years. Keep hoping the new deal signed in Feb helps soon.