Time to chase them then

Ok guys, having real problems with this now, called up BT and was told my exchange is still ADSL 1 and definately not ADSL 2 but they've kindly put more on a new contract, the *******!

I agreed to a new contract if they switched me to ADSL 2, they said this would be done on 19.11.12.

I've told them that I know want my mac code as I've been told different things by different BT representatives, and I'm now on hold for 25 minutes.

Have you got any advice or recommendations guys? It looks like I'm on a new contract which started yesterday but they never upgraded me, I doubt they will just agree to rip it up but I haven't signed anything.

Been on hold 30 minutes now and it's clear to me they're playing games and I have to go to work.

Update:

Called BT again who assured me my exchange was upgraded to ADSL2 and it was just that my line could not cope with more than 5-6mbs. They also told me my new contract did not start until tomorrow and that my verbal agreement could not be broken.

I told them I would not accept this or delivery of a new router (which I didnt ask for). The adviser assured me that she or anyone else could not now cancel the order, she then said 'oh, somebody has already cancelled it'. What a joke.

It also appears I've being paying £17 more than other people for exactly the same bundle!! This is my fault apparently. They offered to put me on another contract then!!!

I hate BT.
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This is my exchange wholesale page thing.

Your exchange is ADSL enabled, and our initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a fixed line speed up to 2Mbps.

Our test also indicates that your line currently supports an estimated ADSL Max broadband line speed of 3Mbps; typically the line speed would range between 2Mbps and 5.5Mbps.

Our test also indicates that your line should be able to have an ADSL2+ broadband service that provides a fixed line speed up to 2Mbps.

Our test also indicates that your line currently supports an estimated ADSL2+ broadband line speed of 3Mbps; typically the line speed would range between 2.5Mbps and 6.5Mbps. Our test also indicates that your line could support an estimated ADSL 2+ Annex-M broadband upstream line speed of 500Kbps and downstream line speed of 3Mbps; typically the downstream speed would range between 2.5Mbps and 6.5Mbps.

The actual stable line speed supportable will be determined during the first 10 days of use. This speed may change over time, to ensure line stability is maintained.

If you decide to place an order, a further test will be performed to confirm if your line is suitable for the service you wish to purchase.

Thank you for your interest.

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.

Note: If you already have a Broadband service enabled on this line and you want to switch service providers, you will need to contact both your current provider and your new provider to get your service changed over new and existing service provider to have this service transferred.

Also provision of some services may not be allowed due to product withdrawal, please contact your service provider for further details.

Edited by deleted (Tue 20-Nov-12 16:01:46)

Latest router stats.

Line state: Connected
Connection time: 0 days, 02:05:48
Downstream: 7.875 Mbps
Upstream: 448 Kbps

ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 9.4 dB / 28.0 dB
Line attenuation (Down/Up): 32.9 dB / 18.5 dB
Output power (Down/Up): 19.9 dBm / 11.8 dBm
FEC Events (Down/Up): 22273 / 1
CRC Events (Down/Up): 458 / 3

What date did the BT Wholesale checker say it was available to order? i.e. show ADSL2+ speeds?

When confronted with that information what did BT Retail say?

This sounds stupid, but they may be working off their own version of the database that is only updated every now and then. It might be worth checking what speed estimates other providers offer that use the BT Wholesale service.

Just to double check that the update has been issued to all the providers, and is not a mistake on the BT Wholesale system.

Whatever service I'm receiving it does appear that I max out at 6.5mb/s.

Obviously I'm gutted as fibre is unlikely ever to be here unless funded by someone other than BT, the exchange catchment area is too small.

Is there anything I can do to ramp up speeds, it does appear that I have jumped from 5.5 mb/s to 6.5mb/s but upload speed is still about 350kb/s. Which isnt good enough for Xbox live in my experience.

Is there anything engineers can do that can be requested by the customer?

Nothing you can do until a provider connects you to an ADSL2+ service.

Your line is running at ~ maximum downstream for ADSL (with interleaving on)
The upstream increasing significantly will be the first sign of ADSL2+ being enabled on your line.

As for 350Kbps not being enough for XBox live, what are you trying to do? XBox live runs happily in 128kbps for online gaming, add voice and should be 200Kbps at worst. Usually a lot less.

You could in theory join a provider that will sell you Max Premium, but that costs a chunk more money, and no point with ADSL2+ around the corner.

Thx for all the help.

I'm completely baffled BT say I'm ADSL 2 already!

In reply to a post by RedKelt:

I'm completely baffled BT say I'm ADSL 2 already!

Modulation: G.992.1 Annex A - in your stats, is ADSL, not ADSL2+, which is what you mean. ADSL2 is something in between that we only use in very particular circumstances.

Is it possible your router is either not capable of ADSL2+ or is set to ignore it?

(And by the way - editing a 9am post (that has been replied to) at 4pm and making material changes rather than just correcting a typo is a seriously bad idea. The changes are not likely to be seen).

In reply to a post by RedKelt:

Whatever service I'm receiving it does appear that I max out at 6.5mb/s.

Obviously I'm gutted as fibre is unlikely ever to be here unless funded by someone other than BT, the exchange catchment area is too small.

Is there anything I can do to ramp up speeds, it does appear that I have jumped from 5.5 mb/s to 6.5mb/s but upload speed is still about 350kb/s. Which isnt good enough for Xbox live in my experience.

Is there anything engineers can do that can be requested by the customer?

On ADSL2+ your line should connect at between 11 and 13Mbps, with upstream probably over 800kbps connection on request.

I have wondered about changing the router.

I'll have a look to see if it set to ignore ADSL2+, not that I know where to look :- )