1.6GB only for new customers?

[Holiam2024]

I just spoke with your sales team.  I have 900MB full fibre broadband and asked about upgrading to 1.6GB.  I was told that this offer was only for new customers.

Now I'm aware a lot of companies don't allow a downgrade whilst in contract, but this is the first time i've been told by a service provider that I am not able to upgrade even if i agree to the same T&C's duration etc.

Please tell me this is not your standard policy and the sales team member got it wrong?

[Mustrum]

@Matt_124   there is no sidestepping going on.

Openreache's  checker has always shown the max speed technology available at an address. When it was ADSL/VDSL it was pretty useless as it gave no clue what speeds customers would actually get. But now with fibre available people are jumping to it, rather than going to the ISP website to see what products are available to them.

As for the BTW checker, fo not forget it is called a DSL Checker, it shows accurate details of the speed available on DSL products. But now that fibre is available the fibre section is not so handy, and people really do need to go to their ISP for available fibre speeds. BTW od not so able to determine if a customer take 40GbFF or 1.6Gb, its role is to ensure the traffic gets from the exchange to the other end.

Bottom line customers need to use the ISP availability service, not take short cuts and use OR or BTW to determine what customer facing products they can get.

[Carwynba]

Openreach is owned by BT the OFC needs to be notified of this. I have been a loyal BT customer for 20 years. Please advise where the ombudsman’s stance is on this. Profiting again. Look forward to a prompt reply. 

[Mustrum]

@Carwynba  what is it you think is a problem?

[JimM11]

@Carwynba Do not think that you will find anywhere that BT own Openreach, and sure that is what you would also be told by the ombudsman should you ever get to that stage! 

[Mustrum]

@JimM11  is it me not understanding people this evening? Openreach is clearly past of BT Group.

https://www.bt.com/about/bt/our-company/group-businesses 

[JimM11]

@Mustrum No you are correct the BT Group own and operate 4 independent companies, BT / EE / Plusnet & Openreach.

BT Does not own Openreach, and allegedly OR should not favour any of those in the group over other specific customers, if so offcom should have plenty to say about it and come down hard on which ever one.  

[Mustrum]

OK, maybe not me, so to expand, Ofcom many years ago due to BT's dominant position in the market dictated that Openreach must act independently and treat all ISP's equally. So no favours for anyone, and BT (ISP) customers and staff have to use the same interfaces as any other ISP provider or customer. 

That said, Altnet suppliers such as Virgin Media, Gigaclear, City Fibre, Community fibre and many more because of their current minority share of the market are not subject to the same restrictions.

[Carwynba]

I think you'll find they do under a loophole. Have colleagues working for both and it's all closed and daggers. Managed to find out in my time with BT that emails to the Customer complaints dept was to an IP address. I have it all stored 👍. Tax evasion who knows but corrupt yes....... will leave and let them chase me with a CCJ disgracefully ran organisation as is all large corporations. Where money is money goes

[Carwynba]

A call to the ombudsman then we have rights. Loyal 20 year customer and the tech is there and the infrastructure in place it’s discrimination for profits but new customers get cheapest deals????? Wow please answer EE 

[Mustrum]

@Carwynba  you are making no sense, what is the issue you are trying to raise?