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New fibre customer not recieving "guaranteed speeds" !

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Community Team - TT Staff

Hi H2theb,

 

I'm sorry about this, you certainly weren't lied to but there appears to be an issue with the potential speed showing on our billing system. It does indeed show the Estimated peak throughput, minimum guaranteed download of 67.8Mbps. But I've checked a back end system and it's showing the handback threshold at 30Mbps. The speed on the billing system is taken from information provided by Openreach but in this case there appears to have been an error somewhere 

 

I can only apologies and as we've said, we can raise a complaint on your behalf to our CEO's Office


Chris

 

 

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Team Player

Hi @OCE_Chris 

 

Firstly, what correct packages for my correct speed can you offer me? please consider the horrific start I have had with your company when quoting prices.

 

 

Harley b
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Community Team - TT Staff

Hi H2theb,

 

Your best bet would be to speak to our Loyalty team, if you explain the situation to them they should be able to help, unfortunately it isn't something we can really deal with via the Community - There are contact details here, hope this helps

 

Chris