Wrong IP profile

[Chai]

Hi All

I have recently jointed BT broadband again on an enhanced Fibre 67 and was given an estimated download speed of 62 Mbps. (Previous provider was attaining 62 plus speeds)

I checked the speed while the Outreach installer was on site to find it was 30.2 Mbps. The engineer said I was on the wrong IP profile 10/40. He said I should have been on 20/80 to attain the estimated download speeds. following numerous phone calls I have had four engineers on site all saying the cabling is fine and that I am on the wrong profile. Complaint got escalated to the Miss Sold department who firstly didn’t understand about IP profiles then flatly denied anything was wrong BT’s End and said rudely I have no redress. I live next door and have ee essentials Fibre 67 where I am getting 60plus Mbps download speeds. Same cabling distances and cable routes as my BT Broadband. Any suggestions as I’m hitting my head against a brick wall.

thank you 

Chai

[BethM]

Hi Chai

Is it a BT Business or personal account you have? If it's BT Business, I can help. If it's a personal account, you will need to reach out to them.

[Chai]

Hi BethM

Apologies for the late reply I didn't receive a notification from the Forum that you replied. Yes we have a business account.

[BethM]

Hi Chai

Please send over a private message with your account details.

[BethM]

Hi Chai

I have deleted your post as it contained sensitive information, please send over a private message with your Broadband account details.