Hmm well this sounds like a technical problem, some form of quirk within the network - if you and your neighbours are affected i think line interference is probably the reason for this and I'm afraid it's down to BT to find and fix the problem.

Of course this doesn't really leave you in a great position really - speaking to Ofcom is not the answer.

Technically speaking you're still in a contract with BT - you might be able to get out of paying the cancellation fee by checking the terms of service to see if not delivering an adequate speed is a part of that, if it is then you might be able to get out of paying the cancellation fee, (ie they promised X speed and have failed to deliver this despite trying to fix it).

My first port of call is Consumer Direct - they can give some free and impartial consumer advice but they can't really do that much in terms of resolve your case.

The next step after that is to contact someone such as Otelo or CISAS to help you resolve your dispute.

Cheers

Jason

Yep Ive used my laptop also. The speed patterns are so strict that Im almost certain its the ISP. My next door neighbour is on Sky and she is experiencing speeds of 200+! Whereas someone else in my street who is on the same package as me is experiencing similar speeds as I am.. he just puts up with it because download speed isnt a major concern for him.

I signed up for speeds that relate to my line profile.. im getting speeds that are 10% of that. During 6pm to 12am.. its noticable that the speeds are being throttled. Maybe I'll get somewhere if I bring Ofcom into this?

My main concern here is that the same technical problem you have now might follow you across if you try to get a service with Be plus BT are the only people who could fix this problem as well.

The other problem is that at the moment BT are acting in the correct way and I fear that at the moment they are within their rights to ask for a cancellation fee from you if you try to move away.

Distance from the exchange can make a massive difference to speed but based on your proximity to the exchange it must be something else either a line fault to the exchange or it might be your PC. Your speed may be restricted by certain kinds of software on your computer, the security settings or perhaps spyware/adware.

Have you tried the connection with a different PC or laptop? What effect did that have?

Cheers

Jason

Jason you seem to be reading my mind! Thats exactly why I want a MAC code because I want to join Be*!!

Im using the Home Hub that you get with the BT package.. they even sent me out a new one just incase it was equipment fault! Altogether Ive used 2 hubs and about 6 different filters.

 The broadband engineer fitted me new sockets, and sorted out all the wiring in the house, the telephone line engineer checked the connection from outside and from the main phone booth.

 The reason Im so annoyed is that I want out! But BT said that I'll have to pay the rest of my term of 10 months! Why on earth would I do that when i wont be using them! I signed up for a 12 month contract thinking at get at the very least a decent service... These 2 months have been anything but that!

 I just dont know what to do now.. I always find myself transferred to the India help desk where they try and find a new way to solve my problem!

 ps.. I dont think the distance to the exchange has anything to do with the speeds because this didnt stop me getting 250kB/s with AOL.. so far.. the fastest I have gone with BT is 50kB/s! and that only lasted for a few minutes!

Hi Murtz

Well you live 2.3km from your exchange so speed will be affected by distance - on an up to 8Mb product you should be able to get 2-4Mb speeds.

I think you may have answered the question as to why you're not getting the speed - are you still using the same modem as to what you used with AOL?

That might be the problem here - you might be using the wrong type of modem - have you tried your connection with a new BT modem (they should give you one for free with the deal)?

Have you made sure you have microfilters in place in the house, plus did the engineer check the internal wiring and was he aware of any places nearby where you might get line inteference?

If none of these areas give you an improvement in speed you can always consider changing provider - I notice that you can get Be Broadband in your exchange - this is superfast broadband at up to 24Mb speeds.

I advise you to seriously consider Be Broadband if you can't get the technical matter around speed resolved with BT.

Cheers

Jason

Post code is LE47TU The thing is.. nothing in my house has changed since I switched from AOL to BT. Everything is the same, from the PC, to the distance to the socket. BT seem to be throttling speeds especially during 6pm and 12pm.. where I average speeds of about 12kB/s!

 

They keep on telling me that I should be getting 3.35 meg.. but Im getting less than 10% of that! Ive just had enough with their poor customer service and worse broadband service

Hi Mutrz

OK well we'll do our best to help you if I can.

What's your postcode - this may indicate the reason why you're having problems with line speed.

I look forward to your response.

Cheers

Jason

Ive been having so many problems with BT broadband, ive been doing some research on the net and this forum.. so hopefully it can help!

Basically, I signed up to Total Broadband Option 3 on the 8th of March, after being with AOL for 5 years where I was achieving speeds of about 250kB/s average (on a 2mb package)

So, needless to say I was expecting the same or faster speeds with BT!

The first 4 weeks were a drag.. i was averaging speeds of about 25kB/s! BT said it was a line fault.. so I had a broadband engineer to visit my house.. he did some rewiring, and said that everything is sorted.

I still was getting terrible speeds.

Then we had a telephone line engineer come round.. he said there was no problem either.

Ive kept on giving BT chances, they've sent me out a new hub which i was willing to wait for and try, to no avail, Ive had 2 engineers, ive probably called them over 50 times spending over 20 hours talking to them!!

The last month Ive been trying to get a MAC code, but they keep saying that Ill have to pay the rest of the 10 months unless they get the go ahead from the Technical help team! And everytime they put me on hold whilst they speak to the tec team.. after 15 minutes of holding I find myself transferred to the India helpdesk.. where I spend another 45 minutes of them trying to 'help' me.

Ive been going through that scenario for the past few weeks.. and Im just fed up now.

Downloading chunks of data is a major part of my work so I can work from home.. with AOL's speeds of 200kB/s +, Id download the data within hours.. with BT's speed of 25kB/s it takes me days!

If this was just a leisure thing.. Id be less frustrated.. but because it is affecting my work.. Its really getting my fuming!!

Please help me if you can