Upgrade to 'up to 20mb' network

[reab]

Silly really - small home network running ok and never any real problems with with BT running up to 8mb, so I took advantage of the offer to upgrade to 'up to 20mb' after bt transferred me to the 'new' higher speed network now available in Littlehampton, West Sussex.

BT's website didn't make it clear exactly what steps needed to be taken such as to resign for a new contract period and what the implications were (I was on option 1).

However, I've resigned to option 2 apparently as I opted for a 12 month contract thinking the price would be the same but . .  yes its a higher cost, plus my static ip address and ip phone.

BT seem to think I'm upgraded but after several days my hub seems to be stuck on the same speed (its also got a different interface than that shown in bt's help). My ip profile also states 'up to 8mb' and that hasn't changed either.

BT say 10 days to settle down before contacting engineering support - so is this normal behaviour during an upgrade or am I expecting too much?

Ah yes . . tried the speed tester

Results are:

Download speedachieved during the test was - 7115 Kbps
 For your connection, the acceptable range of speedsis 1000-7150 Kbps.
 Additional Information:
 Your DSL Connection Rate :8124 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
 IP Profile for your line is - 7000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 12.9:23.07:64.03 (SBE:NBE:PBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.

The results of this test will vary depending on the way your ISP has decided to use these traffic classes.

Any help appreciated as the initial tests indicated that I should receive up tp 13mb!

Roger B

[Tracey]

Hi Douzeper,

Sorry to read about the problems that you have been having with your BT Business service.

I have checked your account and I can see that you have been credited the agreed amount onto your account. I can only apologise that this was not explained to you correctly, as you are expecting the credit to be returned to you. The credit stays on the account and when your next bill is generated the credit is deducted from the outstanding amount so that you have less to pay, which has been the case on your account.

I have also checked on the speed issue you are having. I can only apologise, however the distance you are away from the exchange has effected your broadband speed.

I apologise that you are not happy with your speed. However your line works at the speed that it is stable, so that you do not have a dropping connection.

I would also like to advise, that BT do not actually charge you for the speed of the broadband. What you are charged for is for the inclusive package; ie email addresses, option to have a free domain etc etc. All the packages offer varied products and services which explains the cost difference.

Hope this is of help Douzeper.

Thanks

Tracey

BT Forum Moderator

[reab]

Thanks Alun,

I'll see if residential can give me a figure of the distance involved, if you believe that the line is not as stable as it could be which department do I talk to to get it checked and possibly improved from the business broadband point of view as generally no one seems to want to dig too deep especially as it is working albeit not at full tilt !

Roger B

[Alun]

It would be the Business Broadband team that would need to check this, it may require an engineer but would not be any guarantees that they could increase the speeds.