Fibre 67 essential upgrade

[RothwellJohn7]

Currently on fibre 67 essentials package within 14 day cool off period, 54-60 mbps (48mbps)

Yesterday the website advertised 56-63 mbps and (51mbps) for my property and other ISP’s also offer the faster speeds, obviously whilst still within 14 days I called to request the upgrade to and EE customer services agreed. 

i recontracted for the same price and for the faster speeds and guarantee however within 2 minutes the order said complete ‘ no change’ and no change to app. I called CS and they weren’t sure why the upgrade appeared not to action and advised me to contract again which I did, the same things happened, order complete and app still reflected old speeds and guarantee. 
48 hours on CS don’t seem to know what has happened and quote previous speeds when I ask them to check account, but acknowledge the order was raised, they say they will add a note to my file to ensure I get the upgraded speed guarantee if I have to contact tech support but it’s messy and I’m not sure why the simple upgrade hadn’t worked? 
othet ISP’s offer the upgrade speeds, hub stats max downstream is 68mbps so appears set up capable. Bt wholesale checker has 68mbps as last observed speed 30-1

[JimM11]

@RothwellJohn7 What EE Router do you have, the speed delivered to your property is really down to how good the connection is from the OR Street cabinet to your home, and one of the reason's that there is a min - max, and potential guaranteed achieved. You may be better to post your router stats up for viewing rather than quoting what if's from EE web sites, all ISP's love to give good figure's but they just may not be able to get there.

This speed checker below will give you more detail to what is going on.

https://speed.cloudflare.com/

[RothwellJohn7]

 

[JimM11]

@RothwellJohn7 Posted pictures need to be approved and cleared for viewing, once done will take a look.

[Mustrum]

@RothwellJohn7   Not sure what you are expecting to happen. Both your router and the BTW checker show you are getting 68Mbps, so well above the 56-63 figure you mention.

Due to Ofcom not understanding how telecoms work, they force ISP's to give customers expected speeds which unless there is a fault on the line are lower than actual most of the time.

You are getting a decent amount more than quoted. Are you expecting them to reduce actual speed or increase the estimate?

[Mustrum]

PS, just approved the pic.

[JimM11]

@Mustrum Thanks seen it already and your reply, looks like about as good as it's going to get, line driven well. Thinking some other ISP has put 80/20M split, but you just never know.

[RothwellJohn7]

I’m maxing at 60 mbps never above! And was on 54-60 Mbps package with 48 Mbps speed guarantee 

the issue is a upgraded to 63 mbps with speed guarantee of 51mbps and had contract email however the the app says order complete ‘no change ‘ and app hasn’t changed 48 h’s on, 

still showing previous package 54-60mbps with speed guarantee 48mbps which is not what I recontrwxted to 

I was showing my stats and bt wholesale checker to show I think my house is capable of the upgrade! 

[JimM11]

@RothwellJohn7 So looks like router done and applied, is it just the paper work discrepancy that you are complaining for to match your order request? 

[Mustrum]

@RothwellJohn7   but it is not really an upgrade, nothing will change and the estimated figures are only there as a guide.