Confusing renewal options

[#1]

Screenshot 1: Current package and renewal

Screenshot 2: "upgrade" offer

Screenshot 3: New customer offer (using my address)

Looking at my renewal options, why is the speed a downgrade on my "upgrade" (i'd happily do without a LL as don't even have one plugged in), and why is the new customer option package not available to me?

My current average speed is 42-45Mb

[#2]

Hi @Kimmy I agree it doesnt make sense!

It looks like some estimates are based on the specific address and line length , whereas others seem to be on average for the area.

I've escalated this to try and get some (sensible!) explanation

[#3]

Hi @Kimmy 

Out of curiosity, I've been seeing if I'm able to replicate this and, in doing so, apologies if you've received an email regarding some pre-contract information. I can confirm no changes have been made. 

I'll see if I can find an answer...

[#4]

Appreciate the help, thank you.
I've 3 months until my current contract ends so plenty of time to sort something out.

[#5]

From what I can gather, the speed estimates shown in the Member Centre for the fibre only package are more accurate than that shown for a new customer as they’re tailored to the speeds you’re actually receiving.

The Fibre Extra package you’re on is in essence the same supplier product as the other one, so the speeds you actually receive should be the same. The only difference is that the new product doesn’t include a landline. 

[#6]

@Gandalf  Sorry to pick you up on this, but there is still a copper line to the premises but no phone service.

A landline can mean various things, so can be confusing to many people.🤔

[#7]

@Kimmy - Hiya, I'm just wondering if you could PM me with your username so I can look into the speed estimates in more detail. Thanks

[#8]

I did send a PM on Saturday.

Had another email with contract summary on Tuesday, so perhaps this is still being looked into?

Basically I would like to sign a new contract for the Fibre without landline package, I just need to know that my speed won't drop from the current (45) to the speed shown for the package (now 36 to 41 since I posted the screenshot)

[#9]

Hi @Kimmy I can confirm this hasn't been ignored and it's still been investigated on our side.

[#10]

So it's a month since I raised this and three weeks since I had an update.
Would appreciate a full response and resolution soon, I've been more than patient.

[#11]

@Kimmy  Hiya, I'm sorry you haven't heard anything about it, I know the issues is relating to observed speed vs estimates but I'll need to speak to a colleague who should be in on Tuesday to get clarity so bear with me. Thanks

[#12]

@Kimmy  Bear with me I'm still getting to know the ins and outs of how the estimates work so I'll get back to you tomorrow.

[#13]

@Kimmy - Sorry for the delay, so the different in speed you see is because it's generated from different places. The speed that has been generated when you go through the new customer journey doesn't take into account line statistics because a new line would be needed if you signed up that way (Being an existing customer).

The estimate you see on Screenshot 1 and 2 is based on observed speed for your line and the estimated speed shown in BT Broadband (btwholesale.com) .

I've sent you a DM so you can send me your username and I'll look specifically for you. Cheers

[#14 · Accepted solution]

So I have no idea why it took such a long time to resolve, but last week in My Account the upgrade offer finally showed a speed estimate which reflected what I was already getting, it changed to 43-48Mb

After thinking some more I decided to recontract for Fibre only and get rid of the LL that I don't use.

I also got an email offer which lowered the cost to £24.99 a month... for a few months at least until the annual increase kicks in!