Upgrade to 76mb, not hitting minimum 54mb

[dogdiego]

I upgraded last week from 38mb package to 76mb package. I was advised that I should expect between 60-80mb, but I would have a minimum speed of 54mb.

A week later and I'm still only hitting 50mb. I only live 250m to my nearest cabinet, so I thought I shouldn't be too far off hitting maximum available, dependant on crosstalk etc.

Attached speedtest picture, wired connection to master socket.

[Mohim2k13]

Open reach should do this for you . LinL was only.to show you pictures. 

[User1503]

I have been paying for 76mb since December 2016. I have never got more than 52mb. 

It also regularly drops out and needs constant rebooting.  I had open reach out last week. They again checked my connection and the cabinet. 

I called today to cancel but guess what they want me to pay cancellation charges! Apparently they have to open 3 tickets. I only have 2 open. Ok I said open the 3rd. 

I was then asked to take the connection cover off again. Excuse me but I’m a customer not a broadband engineer. 

Cant wait for June when the contract expires. I’ll never go near these highway robbers again. Where are you ofcom?

[User1503]

Had to call again. Another 12 min wait to speak to someone. Apparently I’m getting 53mb tonight. That’s funny when I can’t even open a website. 

I have now now plugged in the micro filter. Apparently it’s my responsibility (really I thought I would be watching movies and surfing the web when I signed up. Not crawling under the stairs plugging things in)

They now want 72 hours to monitor things and then?  Good question since after open reach came last week and nothing improved I never got a phone call. Apparently last weeks issue has been closed as everything was ok. 

No one asked me if it was ok. I’d have told them it isn’t okay. It’s anything but ok. As for cancelling apparently I can but I have to pay charges. 

Why do I have to pay charges? I pay for 76mb. I’m guaranteed 60mb but get 53mb that for some reason wont even open the bbc news app. But I have no right to cancel without charges!  Roll on June. 

[dogdiego]

Now on the 5th day since submitting ticket - no response.

Now two weeks since creating thread - no further forward.

[User1503]

Hi diego

after connecting the filter to the box last night I was told there’s now a ticket open. It’ll be a first if anyone responds. I did perform a factory reset on the router using the app. This improved matters considerably. I do suspect the router is the cause of most of my problems. 

[TJ]

@User1503 I'm sorry to hear that you've been having problems with your broadband speeds, I know how frustrating this must be and apologise for any inconvenience that's been caused.

I've sent you a private message with details on how to get in touch, so we can forward your query to our Broadband team for further investigation.

@dogdiego I apologise for the delay in getting back to you, I've chased up your email and one of the team will be in contact as soon as possible 😊

[dogdiego]

Appreciate your help and response TJ. Fingers crossed I get a response soon.

[User1503]

I have spoken with your team today and once again you are to send an engineer. Not sure what he will do this time that he hasn’t done before but hey ho your cost not mine. 

I have also been promised 20% discount on last 6 months bills and a review of charges going forward. 

I did a factory reset of the router and actually saw an improvement so I suspect you aren’t addressing the whole issue. Easier to blame openreach I guess. Looking forward to the promised review on Tuesday and leaving you in June. 

[User1503]

Oh sorry. Forgot to ask why you changed my user name?

[DaneB]

Thanks for letting us know @User1503 - I can only apologies for the experience you've recently had with us. Please keep us updated on your engineer visit.

In regards to your name change, this will depend if your username was complaint with our Community Guidelines.