topic Re: HELP Please My Account in My Account/Billing

HELP Please My Account

kenm — Tue, 04 Jul 2023 18:47:10 GMT

Is it too much to expect that when i sign in to my account at the member centre

that I should see the correct details that i contracted for a few weeks ago at present they are all wrong.

I managed to get the price corrected after 3 phone calls, I have a question open on it but cannot get a good reply

told its okay their side so dont worry about it ! Q no 235027570 latest reply on it is not what was being spoken about .

But I do worry it is INCORRECT and is causing a lot of stress and worry. I should be enjoying my upgrade to FTTC instead of

spending my time phoning PN, answering questions and making request on here for help. !

Re: HELP Please My Account

MatthewWheeler — Thu, 06 Jul 2023 11:57:00 GMT

Afternoon @kenm

I'm sorry to hear about these issues you've had with your account.

From what I can see everything is showing as correct on our end now.

Can you drop me a PM with a screenshot of the member centre as it looks on your end?

Re: HELP Please My Account

kenm — Thu, 06 Jul 2023 19:00:05 GMT

Thanks for reply Have sent 2 screenshots to your PM page

Just checked my Questions and someone has closed them again in the middle of a conversation

I wish people would read things properly I am not complaining about SPEEDS I am asking that my account shows what i have contracted for.

I my be phoning about speeds after my 10 day router setting is completed because at the moment its not great for fibre

Thank you.

Re: HELP Please My Account

ClaudiaG23 — Fri, 07 Jul 2023 07:18:55 GMT

Hi @kenm I've got this sent off to investigate. As it's coming up to the weekend I'd be advising this can take up to 72 working hours to look into.

Re: HELP Please My Account

kenm — Fri, 07 Jul 2023 13:15:32 GMT

I have just signed in to member centre and some details have been altered

previously said 17 - 19mbp have changed to 18 - 21mbp

who has been fiddling because these figures are still wrong

thank you

Re: HELP Please My Account

Gandalf — Sat, 08 Jul 2023 07:31:42 GMT

I think what’s confusing things is that the speeds shown in the portal are based on the ‘observed speeds’ of what you’re currently getting, so they’re bound to change.

When investigating a fault, we’d always use the minimumum guaranteed speed agreed at the time that the contract was taken out, as confirmed here.

Re: HELP Please My Account

kenm — Sat, 08 Jul 2023 08:56:11 GMT

I am not complaining about SPEEDS I am asking that my account shows what I have contracted for.

I will start checking the speeds for problems once I have been running the new router for its training period ( 1week to go )

I am a bit confused 3 people have answered my question on here, but still not got an answer.

When re-contracting I was offered Down 24-35mbps UP 4 - 6mbps Min G Speed 22.6 confirmed by email,

I would expect my account to show that for future reference.

So most of those figures are just sales waffle and all I can ever expect to get is the min guaranteed figure, that's what could be

classed as miss-selling for customer retention.

Just run a BT wholesale test D 21.4 U 1.7 will keep looking for any improvement in coming week.