do you have so many days to cancel

Discussion in 'BT Broadband' started by sunderland, Sep 14, 2007.

  1. sunderland

    sunderland
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    sorry another question on bt,ive got it setup the home hub but bt told me my line would accept 8mb and i only live 200 yards from exchange,now im only getting 2mb which i had at talktalk, so is there like a 7 days were if your not happy you can cancel, cheers for any advice
     
  2. beerhunter

    beerhunter
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    Under Distance Selling regs you can cancel with seven days.

    Having said that I am surprised that you are getting that speed. As it so massively slower than it should be try going to www.speedtester.bt.com and posting your results back here.
     
  3. sunderland

    sunderland
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    here you go beerhunter
    The speed test has completed on test server speedtester1.nat.bt.com for use and you have downloaded a 1.7Mb file at a speed of

    1867 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

    , your browser is reported as being Microsoft Internet Explorer 7.0 and is running on Windows NT 6.0.

    BT would regard the speed ranges shown below as normal service:

    For 250kbps End Users speeds between 50 - 250kbps.
    For 500kbps End Users speeds between 100 - 500kbps.
    For 1000kbps End Users speeds between 200 - 1000kbps.
    For 2000kbps End Users speeds between 400 - 2000kbps.


    You may now disconnect from the speed test account (click 'disconnect' in your internet connection window) and if you wish to regain normal access to the internet please re-connect to your ISP using your usual username and password.

    Please note that test results may vary according to varying traffic in the network. If you continue to experience slower throughput when logged in to your ISP, this may be due to a slow internet site or high traffic levels beyond the BT Wholesale Network. Please report this situation to your ISP's helpdesk.
     
  4. beerhunter

    beerhunter
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    Those results look very odd to me. Did you use the link that I posted?
     
  5. sunderland

    sunderland
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    yes m8 use the link you give me and this is what it says,eill try again and post it up again m8,and thanks for trying to help me m8
     
  6. sunderland

    sunderland
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    here you go m8
    The speed test has completed on test server speedtester1.nat.bt.com for user and you have downloaded a 1.7Mb file at a speed of

    1846 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

    , your browser is reported as being Netscape 9.23 and is running on Windows NT 6.0 en.
     
  7. beerhunter

    beerhunter
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    Here is a quick guess based on your odd results. I thinbk thjat youare connected to a fixed speed (2 Mb/s) service rather than a Rate Adaptive service (ADSL Max) which should give the speeedtester results in a completely different format. This means that you will never go faster than 2 Mb/s until you are moved to the rate adaptive service called BT Total Broadband.

    Unfortunately BT's support people are useless and would not know what you are talking about. If it was me I would call sales and threaten to cancel if they don't fix it. Tell them they have x-1 days (where x is the time your seven days is up.) to get it fixed or you walk.
     
  8. SeanT

    SeanT
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    Have you checked the sync speed on the hub? Are you leaving the hub on 24-7 or not? The rate adaptive service takes a while to train the DSL sync speed.
     
  9. sunderland

    sunderland
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    the hub is on 24/7 and how do i check the sync speed on the hub.this is what it says on the hub
    Downstream 2,272 Kbps
    Upstream 288 Kbps


    and thanks for the advice lads,will phone first thing in morning
     
  10. SeanT

    SeanT
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    Try the hub plugged straight into your BT telephone master socket, without the plastic front plate on, if you have one of those plates - it should be the socket where the phone line comes into the house - do you have telephone extensions etc running off it? Do you have an alarm system in the house?
     
  11. beerhunter

    beerhunter
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    Your sync speed (Line Speed) is 2.272 kb/s

    You appear to have a fixed rate 2 Mb/s service.

    Just a guess but it may be a hang over from your TT service.
     
  12. sunderland

    sunderland
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    sean it is running straight into the master socket m8 and beerhunter my bt line doesnt come on till the 19th so basically im still on the talktalk line,so wonder if thats the problem,once again cheers lads
     
  13. SeanT

    SeanT
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    It's the TalkTalk service still then - must not be LLU as if it was the HomeHub definitely wouldn't work! Your seven days should start therefore from the 19th - as there was no way you could assess the suitability of the service before then.
     
  14. beerhunter

    beerhunter
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    Did you not think of mentioning that first off before you wasted everyone's time?
     
  15. sunderland

    sunderland
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    sorry beerhunter m8 but didnt think it would have anything to do with it,and if ive wasted your time m8 i will just keep quiet from now on m8,and seant thanks for the info m8
     
  16. beerhunter

    beerhunter
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    My apologies for my earlier remarks. I was just dumbfounded for a minute.
     
  17. sunderland

    sunderland
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    no m8 not your fault i should of mentioned it straight of and then you would of know straight away,thanks for all the help,will let you know on the 19th when change over happens if speed goes up m8
     
  18. sunderland

    sunderland
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    beerhunter m8 all changed over now and stil on 2meg told them what you said and they say it takes 15 days now to find the best speed for your line,i told him that i wanted to cancel but he said i have to give them the 15 days to get my best speed,do you think they are just lying to me m8,going away till friday now so cant really keep check on it
     
  19. beerhunter

    beerhunter
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    I wouldn't say the the people at the BT Call Centres lie as such. Mostly they are so ignorant of their products they have tendency to make it up as they go along.

    The stabilisation period for BT Total Broadband is ten days. (Source BT Wholesale Broadband Max manual.)

    Under distance selling regs however you can cancel right away you do not have to wait to see if it gets better. BT should have made their agents aware of English Law.

    BTW as they have mislead you in law I reckon that you could still cancel distance selling even though the seven days may be up.

    Before you do that however why not try www.speedtester.bt.com again and post your results.
     
  20. sunderland

    sunderland
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    sorry for being to long m8 as just got back tried again and here is the results
    The speed test has completed on test server speedtester1.nat.bt.com for and you have downloaded a 1.7Mb file at a speed of

    1887 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

    your browser is reported as being Netscape 9.23 and is running on Windows NT 6.0 en.

    BT would regard the speed ranges shown below as normal service:
    For 250kbps End Users speeds between 50 - 250kbps.
    For 500kbps End Users speeds between 100 - 500kbps.
    For 1000kbps End Users speeds between 200 - 1000kbps.
    For 2000kbps End Users speeds between 400 - 2000kbps.


    You may now disconnect from the speed test account (click 'disconnect' in your internet connection window) and if you wish to regain normal access to the internet please re-connect to your ISP using your usual username and password.

    Please note that test results may vary according to varying traffic in the network. If you continue to experience slower throughput when logged in to your ISP, this may be due to a slow internet site or high traffic levels beyond the BT Wholesale Network. Please report this situation to your ISP's helpdesk.
     
  21. beerhunter

    beerhunter
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    You are still on your old fixed rate service.
     
  22. sunderland

    sunderland
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    so i guess i will have to phone and pester them again m8,cheers for your advice m8
     
  23. Rygar

    Rygar
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    You or a mod may want to edit out your phone No & IP address from your post. Not really a good idea to have this info showing on a public forum.
     
  24. sunderland

    sunderland
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    done it rygar cheers
     
  25. sunderland

    sunderland
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    beerhunter phoned again m8 and they said i should be on the max line from tomorrow but another 10 days to see which speed is stable for me,is that right m8 cheers
     
  26. Deleted member 92943

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    I still don't know whether i should renew my contract with BT. I need my Broadband and Phone line for under £30 a month
     
  27. Rygar

    Rygar
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    There is indeed a 10 day training period on ADSL Max,during which time the kit at your exchange will determine the fastest possible stable line rate.
     
  28. sunderland

    sunderland
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    beeerhunter m8 this is what it is reading now,any help please m8 cheers
    Test1 comprises of Best Effort Test: -provides background information.
    IP profile for your line is - 7000 kbps
    DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM)
    Actual IP throughput achieved during the test was - 5467 kbps

    If you wish to discuss these results please contact your ISP.

    If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.

    Your test has completed please close this window to exit the performance tester.
     
  29. beerhunter

    beerhunter
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    Your Line Speed is now very close to top speed possible (8128). Your IP Profile (the actual top speed that you will run at) is correctly in line with your Line Speed. Your Throughput number (5467 kb/s) is a little disappointing for the IP Profile (I would expect something over 6000 kb/s) but is probably caused by Contention (You actually share your Broadband service with up to 59 other subscribers.) or congestion (lots of people using your local exchange). If you run the tests during peak time (about 17.00 to 23.00) then it will always be a little slower.

    All in all you are running much faster than most people get. Now just leave the Home Hub plugged in and switched on for the ten day stabilisation period. During that time your Maximum Stable rate will be set. Then I'd suggest you do the test again - outside of peak time.
     
  30. sunderland

    sunderland
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    cheers m8 for all the help
     

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