Hi,

It's a business package (option2).

I have had no end of problems this past week with BT. Sales changed our package to the Network Package which should have up'd our upload speed to 832k. After 10 days this was never changed so I contacted sales I was then passed over to support. Support said they'd call back within 48hrs... No callback so I contacted them and was told that I cannot receive the network package in our area and that we would have to revert back to our previous package and was transferred to sales. Sales could not however put us back on our previous package as it is no longer an option and was told that the only option was an advanced packed which is £42/yr more expensive than what we were paying before. To top that she renewed our contract for 3yrs!!! So wrong information, we end up paying more (£126 more over the 3yrs) and we have a contract extended, all due to BT’s mess up. Not a very happy business customer. We will be writing a complaint but it's just a joke!!!

There have been endless discussions in the media about "up to 8Mb" packages over the last 2-3 years! It has been to the Advertising Standards Authority on several occasions, but the ISPs are still allowed to get away with it.

As to your actual issue - standard ADSL packages are restricted to a max.upload sync speed of 448kb/s - this would give a max. connection speed of ~ 384kb/sec.On a d/l sync of 2.5Mb/sec your line will be profiled at 2Mb/sec - you will actually be able to get about 85% of that which gives you 1.7Mb/sec.

If you desperately need a higher upload then you need to look for LLU suppliers who will allow a higher upload sync. Are you out of contract with BT?? If so, find out who (other than BT) has a presence at your local exchange by using this site.

http://www.samknows.com/broadband/broadband_availability

I have just found out that we signed up to 8Mb broadband.
So we recieve about 20% of what we are signed up to...

There must be a policy for advertised speed and actual speed, even half would be a bonus!!

We have always had really poor download and upload speeds but I decided enough is enough and asked BT if they could sort our problem out once and for all.

SpeedTest Average Upload Speed 350k (Speed on Router Config 448k)
SpeedTest Average Download Speed 1.7Mb (Speed on Router Config 2.5Mb)

After speaking with BT they said that there is a problem but using our current set up we would not be able to get faster speeds and recommended that we purchase the Network Package which would be able to provide 1Mb upload speed.

The problem is that we do not have any contract documentation containing minimum speeds.

How should we proceed?

Thanks

P.S. The upload speed is more important to us for video conferencing.