Are BT Holding Back ADSL2+ To Loyal Existing Customers?
(Written on the 23rd November 2008 – times change as technology improves!)
ADSL Max is used by most people using broadband Internet in the UK at the time of writing and has a maximum speed of 8Mb/S that generally decreases as you go further away from the exchange, although other factors are involved including internal wiring which are the same for all other ADSL technologies.
ADSL2 has a maximum speed of 12Mb/S, but it’s less tolerant to distance from the exchange, the closer you are, the greater the improvement over ADSL Max, if you are more than a few Kilometres away, ADSL2 won’t be much or any faster than ADSL Max.
ADSL2+ has a maximum speed of 24Mb/S and is the fastest broadband Internet available generally to the masses in the UK at the time of writing, but this will change. ADSL2+ is much less tolerant to distance from the exchange and speeds are only improved if you are quite close to the exchange. In fact estimates say that only 10% of customers will get over 12Mb/S with ADSL2+.
VDSL and VDSL2 can achieve speeds up to 100Mb/S at 0.5KM from the exchange, but 50Mb/S at 1KM and far less as we go further. The new technology is only available to a very small number of test subjects in the UK at the time of writing and isn’t generally available. Over the next few years we will see much more of VDSL2 which requires fibre optic lines.
Unfortunately even VDSL2 still doesn’t resolve slow speed problems for people who live a good distance from their local exchange, so I’m predicting a brand new technology to be released in the next few years that will offer very high speeds even to distant customers. At the moment, only a dedicated line can resolve these issues and the cost of this is way out of the average person’s budget.
One possible solution for the future maybe satellite broadband which is starting to become feasible for people who live in remote parts of the UK and can’t get a broadband connection at all using conventional ADSL, but at the time of writing for £59 a month with a company called Broadband Wherever, you only get a 0.5Mb/S (512Kb/s) connection and it costs a whopping £349 a month for the maximum speed which is only 2Mb/S.
BT are working on making ADSL2+ available to the majority of broadband customers over the next few years as part of improvements to what they have called their 21CN (21st Century Network). I live less than 1KM from the exchange and would get speeds of around 20Mb/S on ADSL2+ if only BT would let me have it. I know my exchange is enabled for ADSL2+, but BT seem to be holding the technology back and are keeping very quiet about it.
I am on BT Total Broadband Option 3 which is unlimited with up to an 8Mb/S ADSL Max standard connection. BT have been testing ADSL2+ during the summer of 2008 and during this time I was getting speeds of up to 20Mb/S as I’m very close to the Exchange named the Midland Exchange in Birmingham, UK. I want ADSL2+ as soon as possible, but BT have kept it very quiet and have nothing on their front page or when one clicks for information on their broadband products. It does however at the time of writing say the following on the official BT website in the section, “What can I do to get this faster ADSL2+ broadband service?” when one searches for “ADSL2″, see link for the evidence (if BT haven’t changed or removed it since I wrote this) or read the extract below:
“New customers:
If you join BT Total Broadband and ADSL2+ is already available in your area, you will be able to get this faster service straight away. If you join before we launch ADSL2+ you’ll be able to pre-register your interest online and we’ll keep you updated.
Existing customers:
We will contact you when we’re ready to upgrade you. You’ll also be able to pre-register your interest online and we’ll keep you updated.”
So according to BT one can only get ADSL2+ now if you are a new BT customer and loyal existing customers like myself are told to wait until BT are ready. Is this fair? Well my neighbour already has ADSL2+ with a rival company named UkOnline as well and feeling very left out, I called BT. They first denied that ADSL2+ was available at all at my Exchange. I complained and told them that I used to get ADSL2+ speeds and that my friend has ADSL2+ with a rival company and they escalated my call to a manager for a call back. Later BT called back to say that I could have ADSL2+ if I had an additional line only, but this would cost me more than I could reasonably afford. The BT person on the phone then got cut off due to a fault with BTs phone system (apparently according to BT) and when calling back, the next operator told me that ADSL2+ was only available to a random select few during a test phase which apparently I was never on even though I was getting ADSL2+ speeds. I asked them why it said otherwise on their official website and they continued to say it’s only on test even after I directed the operator to the exact website page. I advised that I will leave BT and change to UkOnline to get ADSL2+ now and they offered me a discount on my subscription from £24.99 a month to £15.49 a month as long as I go on a new 12 month contract. I am considering this offer as if I left BT now, I would have 5 months left of an 18 month contract and I’ve also been told I have to pay this off just to leave. I will probably accept BT’s discount offer, but I would much rather pay more and have ADSL2+. BT reckon it will be available by Easter 2009 to all customers with enabled exchanges including myself, but I won’t hold my breath because on-line it also says ADSL2+ will be available by the end of 2008 to all customers and this looks very unlikely as it’s already the end of November 2008.
My friend recently signed up for Tiscali and wanted Tiscali TV. Unfortunately they can’t offer my friend the Internet TV package until Easter 2009. They said this is because BT are refusing to let them put the relevant equipment in the BT owned exchange to allow them to provide access to ADSL2+ and the TV. They said that the TV wouldn’t run well on a normal ADSL Max connection. BT are holding back the competition from offering ADSL2+ even though they are ready and the exchange is ready. This is wrong and OFCOM should do something to promote fair competition. It’s strange they let UKOnline have ADSL2+ at the same exchange, but they aren’t offering a TV package that rivals BT Vision and it’s rumoured UKOnline have made a special deal with BT.
Well, I can only speculate that since BT put up on their website that they are offering ADSL2+ to existing customers, I have noticed ongoing slow down problems using broadband during peak times. It has progressively got worse over the last couple of months. After lots of complaining, it’s better, but not as fast as it used to be. Could it be that ADSL2+ privileged customers are taking up more than their fair share of bandwidth at the exchange, causing the slow down? I suspect so, but can’t prove it. See also “Is BT Broadband getting overloaded?”.
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Comments:
Comment from admin
Time December 2, 2008 at 7:21 am 
I am having trouble even calling BT to sort this out as their phone system is failing and repeatedly cutting me off and it’s been progressively getting worse for weeks. See http://www.paranormal-marketing.com/2008/12/02/bt_hanging_up for full details.
Comment from admin
Time December 8, 2008 at 4:16 am
Despite BT saying that ADSL2+ isn’t available to new customers and exsting alike in my area until the 2nd quarter of 2009, a neighbour has just signed up to BT Total Broadband and they have offered ADSL2+ now. If he actually does get ADSL2+, then BT are lying to me. The only good thing is that speeds seem to have picked up at busy times on standard ADSL.
Comment from admin
Time January 18, 2009 at 7:12 pm
It’s now January 18th 2009 at the time of writing and BT have put up a more recent article about how they are starting to roll out ADSL2+ to both new and existing customers, although it seems that new customers are still getting ADSL2+ first if their exchange happens to be enabled when ordering as my neighbour already has ADSL2+ when BT still tell me it’s not available in my area yet (a lie). I’m still waiting patiently as I haven’t got much choice not to.
BT also talk about possible 50Mb/S speeds in the future as they are investing millions of pounds in transferring people to fibre optic cables from copper. Apparently they are allowing for future developments with possible speeds as high as 1000Mb/S, yes 1000Mb/S (it’s not a typing mistake), but that’s going to be a good few years off yet. The thing is Virgin Cable has already release VDSL which is already allowing customers up to 50Mb/S when very close to the telephone exchange, so BT are long behind.
Faster speeds will mean more amazing services available on the Internet including more Internet TV including HD technology and much more.
VERY USEFUL: Here is an excellent website for checking specific Internet services available on a telephone line or your area, what speeds you can expect to get and much much more, I recommend you visit Kitz.co.uk and see their ADSL checker at http://www.kitz.co.uk/adsl/adslchecker.php and type in your post code, it’s even more accurate if you have a phone number too, but it’s not essential. If 21CN appears green, then your local exchange is ADSL2+ enabled, if not there should be a rough installation date.
Comment from admin
Time March 30, 2009 at 3:48 am
BT still haven’t enabled 21CN at my Exchange after disabling it months ago, yet my 2 neighbours are both with Talk Talk and are getting speeds as fast as 15Mb/S when I’m getting 6Mb/S at best.
This just isn’t good enough BT, what’s happening? I have been having speed problems for 6 months with BT during their peak times as I know they are overloaded. They cannot cope with standard ADSL so they know they can’t cope with ADSL2+ until they upgrade the connections to the actual Internet itself. I am asking BT again when they are getting ADSL2+ and will update as it’s unfair it’s available with other providers.
Comment from admin
Time April 15, 2009 at 6:46 am
The speed problems finally appear fixed and 21CN is finally enabled at my Exchange after what I suspect was work last night because the phone lines kept going down intermittently. There’s still no ADSL2+ on my line although my neighbours on Talk Talk have been enjoying faster than 8Mb/S broadband for a few months now, but it’s now just a case of BT enabling it – well if it was only that easy to get them to do this. I have written to BT asking them for ADSL2+ now it’s enabled – I will update.
Comment from admin
Time April 18, 2009 at 1:10 am
Ouch, I spoke too soon, since the 21CN (ADSL2) upgrade, my speed has been terrible. I have complained to BT as I’ve experienced 7 months of slow speeds now and I’ve demanded ADSL2+. I’ve been passed from pillar to post, but my friends have ADSL2+ with another provider and on friend who is also a neighbour got told that if he came back to BT they could offer him ADSL2+ speeds. At first BT tried to fob me off, but after a few hours of calls and complaining, BT have finally agreed to upgrade me to ADSL2+, I will believe it if and when it’s done as BT have proved to be incompetent to say the least as every operator says different things, but I will update soon.
Comment from admin
Time April 18, 2009 at 3:27 pm
ADSL2+ as promised NOT delivered, spending hours on phone yet again to BT and got through to manager finally and they hung up the phone. Terrible, spoke to at least 10 people now in the last 2 days alone.
Comment from admin
Time April 18, 2009 at 3:36 pm
My friend and neighbour is getting speeds of around 15Mb/S, yet BT are saying I can only get 5Mb/S-6Mb/S which is total utter rubbish. I am being lied to BT with numerous broken promises. ADSL2+ is meant to be ordered and on now, it was also promised for April 09 when I started a new contract, it’s available on the exchange. Also during the ADSL2+ trials I was actually getting between 15Mb/S and 20Mb/S so this proves beyond doubt my line is capable of this.
Comment from admin
Time April 19, 2009 at 11:36 am
Going round and round and round with BT phone different departments trying to get ADSL2+ sorted as promised, spending numerous hours, so many different numbers, all saying different rubbish and none want to sort ADSL2+ as I’ve been promised, eventually I get given a number I have already used and fobbed off, this keeps happening repeatedly. BT are utterly terrible in every respect. In the meantime, last night I was getting just 0.25Mb/S when my neighbour was getting 15Mb/S, that’s 60 times slow than my friend. Heard so many silly and pathetic excuses it’s unbelievable.
Comment from admin
Time April 19, 2009 at 12:33 pm
Gone through to another 4 different departments at BT, passed from pillar to post and I’m getting yet another pathetic excuse at the end of it from BT, remember my friends & neighbours already have ADSL2+ and remember that I was promised it in April 09 as part of my contract. Also I was promised ADSL2+ by a manager only a few days ago:
BT’s Pathetic ADSL2+ Excuses So Far:
1…Your line is only capable of speeds of 5Mb/S to 6Mb/S.
2…The Exchange is not upgraded yet and it will be June.
3…You can’t have ADSL2+ until you finish and renew your contract.
4…And now, ADSL2+ is on trial at the moment.
Now complaining yet again to BT as they are lying to me, this time on 0800 328 2050 which is another new number I’ve just been given but sitting in another extremely long queue and I’ve spent a good 5 hrs just in the last few days alone to BT. Very stressful, all BT operators want to fob me off with other numbers to call and often go round in circles. Waited in queue so long I think it’s a dead number – over and hour of my time, this is utterly disgusting, especially when it says “your call will be answered as soon as possible”. This is yet another example of terrible abysmal service.
Comment from admin
Time April 19, 2009 at 1:23 pm
After over an hour BT finally answered on 0800 328 2050, but yet again it’s not the right department, saying it’s the technical department which appeared to be in England, not India this time. They rang through back to the sales department, who I tried talking to ages ago on numerous occasions. They got back with yet another pathetic excuse:
5…You can’t order ADSL2+, sorry, but there’s just no way you can order it.
I’ve now complained to customer options team to leave BT as after 7 months of total hell with BT and 9 months of hell after moving flats with BT that’s still not sorted. Even though BT have certainly breached their contract on numerous occasions, they had the nerve to say I’m on contract, telling me that I’d owe BT if I left, which is ludicrous. You are legally allowed to leave an ISP during a contract if the service provided hasn’t been good enough for the main purpose of having it, which it hasn’t for 7 months as I watch Internet TV which hasn’t worked during busy times. Internet TV uses only around 1Mb/S bandwidth on average.
After telling them I won’t pay my final bill as BT have breached their contract explaining that I’ve already complained to OTELO, the customer options team operator at BT suddenly said pathetic excuse No 6 as it was meant to be already ordered remember,
6. ADSL2+ will be available in June 2009.
See also http://www.paranormal-marketing.com/2008/10/29/bt_overloaded/ and http://www.paranormal-marketing.com/2008/07/24/btmovenightmare/ and you will see how many complaints I’ve made.
I will reluctantly bare with them until June 2009 even though I most certainly shouldn’t, but I’ll be demanding that my dire speeds are rectified, plus. I sincerely hope BT aren’t lying this time.
Comment from admin
Time June 1, 2009 at 11:53 pm
After a lomg wait for ADSL2+ it’s now the 1st June and it’s finally due this month, but no sign of ADSL2+ yet, watch this space as if it’s not here by the end of this month I will be complaining again
Comment from admin
Time June 9, 2009 at 6:24 pm
I was assured and promised by BT managers I would get ADSL2+ in June 2009 after numerous phone calls, I have called BT to find out what’s happening and they’re being totally unhelpful in every way, they are not even giving me a person to talk and are refusing to put me through to anyone saying I’ve just got to wait when it’s due as promised and agreed when I started a new 12 month contract. He said that I couldn’t have spoken to anyone about it when I did and that BT are only rolling out ADSL2+ to a small number of people, which is also total utter rubbish as it’s a massive national switch over.
Called BT sales as finally advised after an argument and they say that I’m already on ADSL2+ from 1st June 2009 and I’m MOST DEFINITELY NOT, http://www.kitz.co.uk/adsl/adslchecker.php says I’m on ADSL2 standard and my Hub says I’m on ADSL standard, BT are most certainly lying and speed tests are ADSL standard speeds too. When I tried to tell them, they just put the phone down on me with total utter arrogance.
Called BT Broadband Support (in India) as advised by BT sales, they put on hold once for ages after just taking my details then a second time when I mentioned ADSL2+, the operator didn’t seem to know why I’d even called, so I advised that I was told to call by BT sales. After ages, he’s just given me the standard BT number to call, E.g. 0800 800 150.
On my 4th call to BT, had to wait in a queue yet again. None of the options were relevant and I’ve ending up in sales yet again – going round in circles which BT are best at doing. Back on hold yet again, but the operator is finally checking when I’m being switched over this time.
Now told June – September which is NOT what was promised and agreed when they got me to start a new 12 month contract. I will be complaining asking for compensation for the delay if I’m not turned on by the end of this month as promised and repeatedly assured to me by BT managers when they wanted my money.
Comment from admin
Time June 9, 2009 at 7:02 pm
I have written another complaint to BT about ADSL2+ delays asking for a MAC code if they don’t honour the agreement to enable ADSL2+ this month, June 2009 or pay compensation as June 2009 is already greatly delayed.
Comment from admin
Time June 12, 2009 at 4:27 pm
BT replied and given me another number to call, 0800 8232 050 and IT’S UNOBTAINABLE! Doesn’t exist. I call technical support and they give me the sales number, I call the sales number and they tell me to call technical support. Complaining yet again – this is an absolute joke – total utter incompetence by BT.
Comment from admin
Time June 12, 2009 at 4:40 pm
Called Sales and they put the phone down when trying to transfer me to another department. The incompetence of BT is unbelievable to the extreme. Spoke to sales again as clearly instructed by BT technical support and they tell me I need to speak to BT technical support (back and forth, back and forth forever and ever), I demanded a manager and got given 01324 450 716 for the customer options team. In the middle of speaking to them and giving the details the phone suddenly started ringing out and another operator answered, had to start all over again for now the 20th time explaining everything.
Finally they say I’ll be upgraded on the Tuesday at the end of the month, E.g. 30th June – we will see and I’ll believe it if it happens.
Comment from immune
Time June 18, 2009 at 12:14 pm
Hi there
In reply to your problem, i work for BT and i am waiting for the 20mb service also, but i have got some information…
Basically BT are waiting to transfer everyone accross to a new system, which is why we have not been upgraded to the 20mb service, and new customers have been, hope that this info helps.
PS
I only found this out.
http://www.bt.com/superfastbroadband
Comment from admin
Time June 19, 2009 at 12:23 am
Thank you ‘immune’ for your comment, it’s much appreciated.
Comment from admin
Time June 30, 2009 at 12:05 am
It’s now the 30th June, the day BT promise my upgrade to ADSL2+, I’m very sceptical BT will honour their promise and have already written to them demanding that they stick to their agreement today or I want a Mac code to leave BT this time as they’re already very overdue what I was originally promised ADSL2+ as part of my contract agreement. If I’m forced to leave BT, I won’t be paying my final bill for breaching their contract as BT will have broken clear repeated promises and the contract will be sold under false pretences for services not provided as agreed, also I’ve gone months with very slow speeds although it’s improved recently for ADSL standard speed.
Comment from admin
Time June 30, 2009 at 11:25 am
Getting passed between departments, all saying I need to speak to the other department, then passed back. Forced to complain as getting nowhere with BT.
Comment from admin
Time June 30, 2009 at 4:06 pm
BT are BLATANT LIERS and are denying the promise of ADSL2+ on the 30th June as assured by management. Getting passed around BT and not even getting a date except possibly November 2009 which wasn’t agreed and I feel ripped off and let down by BT. Getting passed from department to department and every single one won’t help at all, not even managers, instead led round in complete circles, one department says speak to another and they are definitely the right department, then that department says I’ve been told wrong information repeatedly. Told to wait finally for another 2 days where they are supposed to be calling me back. Give the number 0800 800 030 to call if I need to speak about ADSL2+ after that.
Comment from admin
Time July 3, 2009 at 2:35 am
BT haven’t called and it seems I’ve been lied to and let down yet again by BT. WIll be complaining again tomorrow and will demand a MAC code as my contract was sold under false promises as I’m supposed to be on ADSL2+ for the same cost now.
Comment from admin
Time July 3, 2009 at 3:29 am
HERE IS MY LATEST COMPLAINT TO BT, (it says it all):
PLEASE IMMEDIATELY PASS THIS COMPLAINT TO A SENIOR MANAGER!
This is my 2nd written complaint about this matter within a few days as the last written complaint was simply swept away by giving me a phone number to call for a department that was WRONG and wouldn’t help at all! PLEASE DEAL WITH MY COMPLAINT THIS TIME!
I have been blatantly lied to repeatedly by BT including when I was sold a new contract and since on numerous occasions.
My new broadband contract on December 5th 2008 was sold to me on the promise and definite assurance that I’d be upgraded to faster ADSL2+ in April 2009. I asked repeatedly and I kept getting assured that this would certainly happen and it would be included at no extra cost. I was about to leave BT due to numerous complaints beforehand, but this blatant lie and false promise made me stay. I note that I also have a witness who at the time also spoke to BT on my behalf, he was also told I’d be upgraded in April 2009. This witness will come forward if necessary.
When my ADSL2+ upgrade wasn’t done in April 2009, I was told June 2009 after making complaints threatening to leave because of being lied to. When this still wasn’t done in June 2009, I was assured by a BT manager that ADSL2+ would be upgraded on my line on the 30th June 2009. I was promised and certainly assured by the customer options team and my friend again witnessed all this! On the 30th June, no-one at BT seems to know anything about ADSL2+ on my line and after hours on the phone getting fobbed off, I got told I’d definitely get a call back within 2 days about my order for ADSL2+. It’s now 3 days and YET AGAIN BT HAVEN’T CALLED and I’ve been lied to yet again. The operator 3 days ago repeated assured me I would definitely get a call back.
Every time I’ve tried to speak to BT, I’ve ended up going round in endless circles getting passed back and forth from department to department, every one telling me it’s not the right department and they can’t help me. For example, I get assured that this time the Sales department is the correct department by BT Broadband Tech Support, then I speak to BT Sales and they tell me I’ve been misinformed and I have to speak to BT Broadband Tech Support. This has gone on every time I’ve called about this problem and it’s took hours every time to get someone to actually help, but then I’m lied to blatantly every single time and I’m sorry, but this is an absolute fact. I’m totally dismayed and very upset that I can be treated so terrible by BT who I thought was one of Britain’s best companies that we should be proud of.
As you can see, it’s been totally impossible to deal with BT and BT have lied and made promises to me that they have broken on numerous occasions, then they deny even promising me in the 1st place. I’m sorry, but nothing anyone says from BT any more can be trusted as I’ve literally been lied to even by people who claim to be BT management.
I see I have no other option but to demand a MAC code which I’m entitled to under “General Condition 22″ of Otelo rules as I am now being ripped off by BT as the contractual agreement as sold is not supplied as promised. I also went for longer than 3 months with dire speeds due to BT being overloaded at the Midland Exchange without any compensation where I wasn’t able to use the Internet for it’s main purpose it was brought for. I was persuaded then to stay with BT when I demanded a MAC code as I was ASSURED AND PROMISED I WOULD HAVE ADSL2 IN JUNE 2009!
I will not be lied to or fobbed off any more – please send me a MAC code and incidentally I most certainly will NOT be paying my final bill to BT as BT have broken the agreement and miss-sold me the contract. I will also be reporting BT to OTELO and OFCOM, you will also be hearing from a solicitor if you attempt to pursue me for a contract that BT have mis-sold to me. I have a very long list of complaints and problems with BT and there’s far too many to write about here, but they will be used as evidence if this becomes necessary. I also have a complaint already logged with OTELO. If I have to I will also be contacting BBC Watchdog and ED Doolan from BBC Radio WM about this matter with my long list of complaints.
I wanted to stay with BT, but the trust between us is completely and uttered shattered and you should understand that I just cannot see any other option but to leave under these dire circumstances. If you had been treated this way, you would surely be very upset too. In return, I have paid BT every bill on time, every time since starting with BT.
If you wish to discuss this matter, please contact me, but I won’t be lied to again or fobbed off to another department. In the meantime, please send me my MAC code as I am legally entitled.
Comment from admin
Time July 3, 2009 at 3:44 am
I have just used an ADSL2+ availability checker at http://www.bt.com/superfastbroadband and it says that 40% of the population are already upgraded to ADSL2+ and it’s actually available to me, but it sends me to a new customer sign up page and there’s no option for existing customers to sign up. It gets worse and worse, either BT’s availability system is totally wrong, or they are giving ADSL2+ to new customers and not existing loyal customers unless they renew their contract, but I renewed my contract in December 2009 and it was promised to me for April 2009 clearly as part of my new contract then. I am utterly disgusted by BT’s deceit and blatant lies! Please come back for further updates…
Comment from admin
Time July 4, 2009 at 5:45 pm
BT’s response to the complaint about why I don’t have ADSL2+ as promised and assured as part of my renewed contact in December 2008 includes, “I am very sorry that you have not received the higher broadband speed as promised to you by June 2009 however work is currently in process to enable everyone in your area to have the higher Broadband speed and this is due to be between June 2009-June 2010.”. Well I was initially promised April 2009 and got fobbed off to June 2009. This is an absolute sham especially when BT’s official ADSL2+ checker says it’s definitely available now to new customers in my area but only to existing customers if they renew their contact, even though it was clearly promised when I renewed my contract back on the 5th December 2008 as a done deal, so why should I renew yet again and how could one trust BT to upgrade to ADSL2+ anyway when they have blatantly lied before repeatedly? I’m utterly disgusted at the abysmal way I’ve been treated by BT with what is now deceit and lies.
Spoken the the customer options team at BT who have escalated this to the “escalations team” be investigated. Awaiting up to 5 days for a response.
Comment from admin
Time July 10, 2009 at 3:39 am
Had a call back from BT, but they are now telling me that ADSL2+ won’t be upgraded until sometime in 2011, yes 2010 when I was promised it ages ago as part of my new contract in December 2008. This is terrible and I’ve been repeatedly lied to and misold a contract that I wouldn’t have renewed if they hadn’t have clearly promised me ADSL2+ as part of the package. I have been apologised to and told I can now leave BT without paying breach of contract charges which I’m contemplating doing, although they still have to nerve to tell me I’d have to pay a disconnection charge which I would refuse to pay under the circumstances, especially when I’ve also suffered dire speeds for around 4 months earlier this year. I was told that new customers can have ADSL2+ as they are on a different system, apparently they are slowly migrating existing users to this system. It sounds like complete b*lls**t to me as last year I had ADSL2+ during BT tests when I was getting speeds of around 16-20Mb/S.
It’s extremely unfair that BT are holding back ADSL2+ to loyal existing customers when they are giving it to new customers in the area.
Comment from admin
Time August 20, 2009 at 4:20 pm
ADSL2+ ENABLED ON MY EXCHANGE, BUT MORE LIES AND DECEIT FROM BT.
BT are finally offering ADSL2+ on their website and it’s available on my line according to the on-line checker, but I’m still not upgraded when it was promised as part of my renewed contract back in December 2008 and I’ve asked for this at least 25 times now, even to BT managers, see the log above. I’ve been promised it numerous occasions by different BT operators and managers, but the haven’t delivered. In fact I asked ask for ADSL2+ repeatedly way in Summer 2008.
Registered my interest for ADSL2+ yet again and it’s saying I have to renew my contract with 12 months, but I did this in December 2008 and the agreement was part of this then, that’s the reason I renewed and I made this clear.
I’ve spoken to BT sales and demanded that they honour the agreement made in December 2008, especially after months of being fobbed off by BT. I certainly shouldn’t be renewing the contract as this was done for this reason in December, but BT let me down.
They are telling my November for ADSL2 now when it’s advertised on TV and it was ordered in December 2008 so how can I be down in the list of people waiting? Complaining as had enough of lies and deceit from BT, it’s not acceptable as they are now saying November 2009 when my contract ends in December 2009 when it was supposed to be enabled in April 2009, I most certainly shouldn’t be at the end of a very long waiting list and in fact I should be offered compensation. They are also saying my line is only capable of 9Mb/s when my neighbours are getting 16Mb/s and I have the same contention on the line. My exchange is enabled on ADSL2+.
They are now denying the contract made in December 2008 and asking for them to check the recording. I also asked for written confirmation then and then failed to send it which is utterly terrible. As usual getting passed from department to department getting fobbed off. Going round in endless circles being put back and forth to no avail, no department will help and can’t even speak to a manager. Some people are even saying it’s not available when it certainly available. They even hung up when trying to be put through.
Called back and another operator is lying telling me I’m on ADSL2+ and I’m most certainly NOT! Repeatedly asked for a manager to no avail.
Demanded to leave as they sold a false contract promising ADSL2+ in December 2008, now they’re saying I have to pay leaving fees. BT have breached the contract.
Comment from admin
Time August 23, 2009 at 2:55 am
I’ve made yet another formal complaint to BT and will be sending a copy via snail email as Otelo (Internet watchdog) insist this before they will take on a complaint. If they don’t sort out ADSL2+ now and insist on charging me penalties to leave when ADSL2+ was sold to me as part of my contract, I will be escalating it officially to Otelo. I’ve also demanded compensation for the terrible way I’ve been treated.
Comment from admin
Time August 23, 2009 at 9:04 pm
BT won’t move and are telling me in writing that they’ll charge me to leave, I have to renew to get ADSL2+ in November 2009 and that they won’t pay 1p in compensation for everything I’ve been through. It’s disgusting as I was lied to and promised ADSL2+ as part of my existing contract. I have written yet another complaint which is logged for Otelo:
“PLEASE ESCALATE THIS SERIOUS COMPLAINT TO A SENIOR MANAGER IMMEDIATELY: reference number
BT are now operating beyond the UK law by selling and lying about contracts just to get sales, then they have the nerve to say people have to pay charges to leave when the service as paid for isn’t provided as clearly promised officially and agreed.
BT have in fact committed fraud and deception which is a criminal offence, purposely selling me a false contract just to get a sale. I suspect this kind of illegal activity is happening throughout BT.
I was meant to have ADSL2+ and that was clearly made a condition of my acceptance of a new contract repeatedly and BT insisted and repeatedly assured me that this would certainly happen. Instead I’ve gone months without ADSL2+ with dire speeds for the price that was agreed for FAST ADSL2+ and I’ve had nothing but broken promises, hassle and complete lies from BT staff and even management.
I am definitely and legally entitled to compensation for each and every month that my service hasn’t been upgraded or I can choose to leave BT as therefore the contract is illegal, plus BT will still owe compensation for this breach of contract.
BT even have the nerve to write to say that I’ll have to start a new 12 month contract to get ADSL2+ when it is eventually available many months after the agreed and promise date. I was told that it would be part of my existing contract and that is the ONLY reason I renewed in the 1st place.
THE PHONE CONVERSATION IN DECEMBER 2008 WILL BE RECORDED AND BT HAVE TO KEEP THESE RECORDS! I DEMAND YOU REFER TO THESE AND YOU HONOUR THE CONTRACT OR ALLOW ME TO LEAVE WITHOUT ANY PENALTY! I ALSO I SHOULD BE PAID FOR THE BREACH OF CONTRACT!
I have made numerous complaints about this and all these complaints are logged and are also being sent to OTELO.
You will also be hearing from a legal solicitor soon and I will also report BT to the police if necessary. I am writing to Ed Doolan of BBC Radio West Midlands and BBC Watchdog. All this information is published on-line with a log of calls to BT and complaints.
BT are not beyond the law in the UK and I suggest they offer a reasonable and amicable solution very urgently before much higher action is taken.”
Comment from admin
Time August 29, 2009 at 3:46 am
BT still haven’t even replied to my complaint and it’s getting ridiculous now. Making yet another complaint now. I’ve been totally ripped off and lied to by BT, in fact it’s fraud and deception to sell me a contract under lies and false promises. I’m disgusted by the way BT are treating me.
Comment from admin
Time August 29, 2009 at 3:58 pm
BT are finally allowing me to leave without paying any breach of contract charges and I’ve got this in writing in case they do try to bill me which I wouldn’t put past BT. I’m now looking into transferring to Sky Broadband as my friend and neighbour is enjoying truly unlimited broadband with much faster ADSL2+ download speeds. Their support is much better too and is based in the UK, not India where there’s a language problem as English is often their second language.
Comment from admin
Time August 30, 2009 at 3:41 pm
BT ARE INCOMPETENT AND ARE PROVING INCAPABLE OF GIVING ME A CORRECT MAC CODE:
So far BT have issues 2 completely wrong MAC codes, 1 in writing. They are breaking every rule from OTELO. They are incompetence to the very end. Trying a 3rd time with a 3rd MAC code. Had an argument as they’re still saying I’ll have to pay breach of contract charges when I’ve got it in writing I won’t, I can see a large argument brewing when they still try to force me to pay leaving charges. The 3rd MAC code has worked.
Comment from admin
Time September 6, 2009 at 5:47 am
I’m officially being transferred to faster and truly unlimited Sky Broadband on the 9th September, please see http://www.paranormal-marketing.com/2009/08/31/sky-broadband-truly-unlimited-on-test/ for more information as I’m writing an ongoing review on Sky Broadband.
I have it in writing that when I receive my BT final bill with breach of contract charges included that I have to send an email and these extra charges will be simply removed immediately. I will believe this goes smoothly when it really happens and I’m most likely going to have to stop my direct debit with BT to stop them taking the entire amount that’s not agreed. I’m really expecting hassle as everything else has been with BT, but I suppose I could be pleasantly surprised. I will update…
Comment from admin
Time September 13, 2009 at 4:26 am
I’m now happily with Sky Broadband receiving much faster ADSL2+ speeds. I’ve received my final bill from BT and have asked for it to be corrected so I’m not held to term as agreed by them in writing. I’m awaiting to see if they actually do this as promise or if I’m going to have to fight one last battle with BT.
Comment from admin
Time September 14, 2009 at 11:15 am
MORE BT TOTAL INCOMPETENCE TO THE END!
BT are terrible to the very end, their so called service is certainly one of the worst I’ve ever known.
Even though I have written confirmation that I won’t be held to term when leaving BT and that my final bill will be corrected to this effect, I’ve replied to the email as arranged and the final bill with leaving charges is STILL live. I’ve been forced to cancel my direct debit to avoid paying what I don’t owe, I’ve written to BT again, but they’re STILL asking for the full money.
Now calling BT to complain, sitting in a stupid long queue listening to how busy they are which one gets 24/7, 365 days of the year normally with BT, I’m so glad I’ve moved to Sky Broadband.
BT are saying that I’m still using BT Broadband Option 3 when I’m using Sky and apparently the “settlement bill” is only a “direct debit settlement bill” and not my final bill which will include even more charges that I don’t owe. This is crazy as this bill is charging me till December when I left on the 9th September to Sky and it’s agreed I won’t be held to term in writing.
I’ve obviously refused to pay it and I actually owe NOTHING AT ALL as my bills are paid in advance. In fact BT probably owe me some money.
Billing put me through to the “Customer Options Team” who say I’m on contract and they won’t help asking me why I got put through to them in an abrupt and very snotty manner! I explained that BT put me through to them, but they still refused to help in any way what-so-ever with an inappropriate tone of voice.
I’ve demanded to be put through to someone who can help and they said “billing” who I spoke to in the first place. Even though I’ve already waiting in 2 queues, I’m forced to wait yet again in a very long billing queue listening yet again to how busy they are. Billing are still saying I’m currently using BT broadband which must be paranormal phenomenon as I’ve got a Sky Router logged in using Sky passwords with much faster ADSL2+ speeds, my BT router stopped working on the activation date which was on the 9th September, but according to BT my Sky router must be a figment of my imagination.
After arguing that I have in fact left BT, billing have apparently now cancelled my BT Broadband which should have happened automatically with the MAC code provided. I’ve been told to ignore the recent bill and that a final bill will be sent. The BT operator said that the charges holding me to term will be automatically taken off, well I very much doubt it, but I will take it from there when I get the final bill.
Comment from admin
Time September 16, 2009 at 4:37 am
I’m still being asked to pay for BT Broadband to the end of my 12 month term when it was agreed in writing otherwise. The recent bill remains unchanged and I am supposed to pay this bill I do NOT owe tomorrow at the time of writing. I’ve been forced to cancel my direct debits and obviously won’t pay. I have sent another complaint explaining that if BT pursue this money I don’t owe, it will be contrary to section 40 (1) of the Administration of Justice Act 1970 and I will be taking legal action against BT to this effect. I’ve also written that if they adversely affect my credit history because of a bill I don’t owe in any way what-so-ever, I will be seeking legal compensation from BT. I’ll be interested to see what happens next as last time I spoke to BT they insisted I was still using BT Broadband, yeah right, with a Sky router. BT are totally and utterly incompetent to the bitter end and I’m expecting a lot more hassle yet. I’m glad I’ve finally left at least, it’s been a terrible experience throughout with a dire service through much of it.
Sky Broadband so far has been brilliant, please see my on going Sky Broadband review.
Comment from admin
Time September 26, 2009 at 6:22 pm
A Bit Late, But Finally BT Do Something Right!
BT have sorted out my final bill without any problems so that I’m not held to term as agreed without any further arguments. This was a pleasant surprise and I’m actually in a few pounds credit on my final bill which they agree to pay shortly.
I’m now happily using Sky Broadband getting much faster ADSL2+ speeds that’s reliable at all times with truly unlimited downloads. It’s a bit late now, but at last BT have done something right. BT will soon be offering ADSL2+ speeds to everyone too, but unlike Sky it will have a fair usage policy affecting people who download too much and it could slow down during peak times or high usage, Sky Broadband doesn’t as yet from my experience.
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Comment from admin
Time December 2, 2008 at 6:29 am
After numerous phone calls and Emails trying to get ADSL2+, BT say that ADSL2+ is only currently on trial to a limited number of customers, despite their official website most certainly saying otherwise. I’m very sceptical about this as I still suspect they’re keeping it from existing customers as one operator admitted it was in fact available in my area and tried to get it for me.
BT have struck a deal to reduce my payments from £24.99 to £15.49 for a new 12 month contract and to offer me ADSL2+ when it become available in my area during the 2nd quarter of 2009 without any additional charge. The agreement has been made, but a day later it’s now it’s questionable if BT are actually going to honour this agreed contract. I will update shortly.