BT Wholesale Broadband Checker Adds “Downstream Handback Threshold”

The official BT Wholesale Checker has recently added a new column for Fibre-to-the-Cabinet (FTTC / VDSL2) based broadband lines called “Downstream Handback Threshold (Mbps)” and after a few days of head scratching we now know what it means.

The change, which was spotted a few days ago, is accompanied by a frustratingly vague description that states: “In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.” So what exactly is “Handback“?

The term has been used by BTW in the past and it’s tended to reflect the forecast 10th percentile speed for a line (i.e. the slowest 10%). Below this speed the operator will normally consider the service not acceptable and allow an order to be reversed without charge.

This is useful to know because Ofcom requires ISP’s (i.e. those that are members of its Speed Code) to attach a Minimum Guaranteed Access Line Speed (MGALS) to each line (you can request this from your provider), which reflects a similar definition of speed (see below). The MGALS speed is important because you can leave your contract (at any time) penalty free, provided your speed keeps going below the level it sets.

Ofcoms Explanation (MGALS)

If asked to explain further or asked to state the definition of “significantly below“, the ISP should provide information on the access line speed achieved by the bottom 10th percentile (or above) of the ISP’s similar customers (“the minimum guaranteed access line speed“) and explain that if the customer’s actual access line speed is below the minimum guaranteed access line speed, then it will follow the process set out in the 4th Principle.

Suffice to say that adding this information to the BTW checker is very useful. Mind you BT Wholesale’s checker doesn’t work for all lines (e.g. new fully unbundled [LLU] lines like those provided by TalkTalk and Sky Broadband) and it obviously won’t give a result for those on completely separate networks, such as Virgin Media’s cable platform etc.

Likewise if you have a significant problem with line speed, such as falling below the 10% level above, then simply changing to a different ISP on Openreach’s network may not solve the issue.

A BTWholesale Spokesperson told ISPreview.co.uk:

“This process falls under the scope of Ofcom’s voluntary broadband code of conduct and relates to the value known as the 10th percentile speed for a given line. If the performance of an individual line falls below this speed, the CP is responsible for investigating whether there is a fault which needs to be resolved or whether the line simply cannot support greater speeds using the current technology. The CP should first investigate whether internal network issues are causing the slow performance on the line.

Should they find that a fault relates to the external network they should raise this with their wholesale provider. If after further investigation and remedial action the line is not able to support speeds higher than the 10th percentile speed, the end customer is given the opportunity to leave their contract free of charge.”

A quick look inside the WBC FTTC Handbook Issue 20 (pages 27-28), which is only intended to be read by ISPs, also offers up some information on the “handback” rules.

Handback Rules:

This deals with performance issues relating to a service that has been in service for less than 1 year and cannot be adequately fixed by Openreach.

If the line has been in service for 90 days or less, the line can be ceased (if the line was a new provision), or reverted back to ADSL (if the line was migrated from ADSL), at no cost to the customer. If the line is older than 90 days but less than 1 year, the line can be ceased (if the line was a new provision), or reverted back to ADSL, (if the line was migrated from ADSL), the only charges that will be raised will be the line rental for the period that the line was active.

The service must have been investigated by Openreach for under-performance since its Service Activation date (i.e. the line will not synchronise at a speed above the 10th Percentile point of sale predicted rate, or the line rate has dropped by more than 25% over a 14 day continuous period).

We will send you 1 of the following codes:

9384 – “This line will not support the ordered downstream sync speed”
Action required: This is a warning message advising that the service will be set with a reduced downstream bandwidth. If the reduced bandwidth is not acceptable, you can request to cease the service by submitting a cease order.

9501 – “This line cannot support the requested upstream sync speed”
Action required: This is a warning message advising that the service will be set with a reduced upstream bandwidth. If the reduced bandwidth is not acceptable, you can request to cease the service by submitting a cease order.

9502 – “This line cannot support the requested upstream and downstream sync speeds”
Action required: This is a warning message advising that the service will be set with reduced upstream and downstream bandwidths. If the reduced bandwidths are not acceptable, you can request to cease the service by submitting a cease order.

If you choose to cease the affected service after receiving one of the above codes, you may be entitled to a refund of the following charges (where applicable):
Connection charges
Cease charges
Rental charges
Early termination charges

To qualify for a refund of charges, you must raise a cease order against the WBC FTTC service to arrive with our supplier within 1 year of the service’s activation date.