For what it's worth the £200 (that's been marked up) charge from Openreach is for a visit where there is no fault with Openreach's part of the service, it's not really for ISPs to turn around and call it a fee if they can't fix the problem.

Lots of ISPs like to talk to customers in terms of "well if Openreach come out and can't find any fault then we'll charge you" but if you ever took a case to small claims where an ISP tried to charge you for a pointless Openreach visit that couldn't identify that you were the cause of the problem there's no way it would be ruled in the ISPs favour.

If Spitfire are claiming the only thing they can possibly do is to send an Openreach engineer then get them to clarify that the charge is for locating a fault within your area of responsibility, if they can't agree to this then ask what the next step is. If the tests between ONT and OLT are coming back fine then it can't also be true that there's PON congestion. They've already admitted to the same issue being present with their router in place so I am not sure what else they expect the subscriber to do about it other than keep paying a top tier price for service worse than TalkTalk would manage.

Don't do too much/any legwork for them though - keep the complaint very simple. Delivering 20Mbps on a 1Gbps service is a failure to keep to their contract, how they choose to resolve this is up to them and you've generously allowed them to let you out of the remainder of the contract term.

Edited by jpm (Wed 05-Feb-25 14:14:47)

If you leave Spitfire, I would suggest you do take a serious look at BTs Business package - ranging from the basic fibre only through various tiers with fixed IP, NBDsupport, additional IT support, 4g/5g backup, 24/365 contact centre, additional mesh devices &c, VoIP (if needed) but you can also choose your own supplier.

Not the cheapest out there but having used them for many years, no major complaints ... Currently running 500/70 service with several neighbours being home workers and a speedtest - any time day or night returns 513-517 & 71-72 time after time after time.

My speeds with TTB are consistently higher than the package speed, am going back to residential next month and 'expected speeds' are quoted as higher than package speed, seems to generally be the way with FTTP, but I wouldn't recommend TT due to poor customer service, OK if you know what you want and how to get it, took me 1 1/2 hrs to get the right price and T&C's.