Mis-sold broadband plan? (worried it will be a lower speed than currently)

[RH1978]

I  recently visited a store to take a new contract for my broadband, as I was out of contract. I was on a 'Fibre Max Broadband 100 without landline' plan, apparently not available anymore, and was encouraged to take a 'Fibre 67 Essentials' plan. My understanding was that this would give me service of an equal or better standard. The representative told me it was the best package for my area. I'm now waiting for my new router (Smart Hub Plus) to be delivered, but when looking through the documentation, I note that my former arrangement gave me "Average download speed 145Mb/s" (and a speed test verifies this), but the new contract says "Your guaranteed download speed is: 59.6Mbps". I'm concerned that this will mean that the speed will not be equal or better, but instead will be dropping when the new contract term begins after I install the new router. Could I have been mis-sold an incorrect package? Or even though I've been sold a package with this lower average speed, is it possible I will still get the same speed as now?

[JimM11]

@RH1978 You should be concerned, looks like you were on a G.Fast connection from your home to the OR Cabinet if your connection was copper through the OR Master socket, and it will say G.Fast printed on it somewhere. Confirm that if you can.

G.Fast is now being retired by OR, so if they can get you off it they will, downside is your speed will be drastically reduced. EE may be conforming to this request. Post a picture up of where your router currently plugs into if you can.! See link below

openreach 2020 BT G.fast Telephone Master Socket NTE5c MK2 & VDSL/ADSL Faceplate MK4 Toolless design...

[Chris_B]

@RH1978  No you’ll not get the same speed.  

[JimM11]

@Chris_B Do not know the old EE packages, is it a G.Fast one.?

[XRaySpeX]

No, there's no way a 80 Meg VDSL (your Fibre 67) line can be faster than a 165 Meg G.Fast (your Fibre Max 100) line. However you weren't mis-sold as unfortunately new G.Fast lines are no longer sold by EE. But why on earth did you visit a store to take out a new BB contract? You coulda stayed on your existing contract as is. They wouldn't have taken that away from you.

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[Mustrum]

@RH1978  it is hardly Mis-sp;d, the product you were on is no longer available as was explained, you moved to the fastest available product.

You could perhaps cancel the change and carry on with your G Fast service until that is withdrawn, but alas you cannot keep it in a new contract.

[Matt_124]

Yes it sounds it, Legacy EE supported G.Fast a lot better than the equivalent BT Products at the time, and seemingly for longer, but it has eventually been discontinued across all providers for new orders and (in the majority of cases at least) recontracting. I highly doubt Legacy EE could recontract it, but would be interesting to find out if they could do anything with the price plan while maintaining the G.Fast.

Normally the G.Fast stop sells were fine in a lot of areas as quite a few G.Fast areas were overbuilt with FTTP pretty quickly. But in areas where there is no FTTP availability, it's usually back to FTTC or maintain the existing rolling contract until the service is forcibly withdrawn.

[XRaySpeX]

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@JimM11 wrote:

it will say G.Fast printed on it somewhere.

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It doesn't have to say so. G.Fast will work perfectly well from an ordinary NTE5 phone socket altho' a filtered phone socket would be preferable.

[RH1978]

Thank you, @JimM11. I'm not familiar with G.Fast. So I've been trying to find out about that. Here's the picture of my master socket. 

[RH1978]

Thanks, @XRaySpeX.

Re: "But why on earth did you visit a store to take out a new BB contract? You coulda stayed on your existing contract as is. They wouldn't have taken that away from you."

- I was worried about the cost once out of contract. It had gone up £10. I hadn't expected that getting a new contract would mean a loss of speed. I was just looking to save some money.

I followed the link you suggested and though I don't have a phone number I was able to look up the UPRN and get this info to show you: