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Openreach lack of service.

To cut a long tale short I live in the sticks. In july this year openreach installed a fibre cabinet 260m from my house. The data held by all ISP's shows this small row of houses as only being able to get 3-5mbps broadband.
After emailing the chief executive I managed to get 38mb FTTC supplied to my house. As of 5 days ago I tried to get an upgrade to 60mb only to find all the data has reverted to the old long loop figures again showing 3-5 mb adsl. Why wont these people listen. Now when I try to email chief executive my email gets bounced. Anyone any advice ??? The offer for 60mb only has 3 weeks left to run.
 
So, just to be clear, the ISP has already managed to get you installed on a working FTTC line via the 38Mbps profile but they won't let you upgrade to 60Mbps because of the same database confusion, like you had before?

Hmm I've not seen a problem exactly like this one before, perhaps some ISP reps on our forum can suggest something (once they read your post). Certainly if you were with a smaller ISP then I doubt that this sort of problem would exist but I know that bigger provider's don't always have the most versatile ordering systems and alas you can't rely on big firm CEOs to act as personal support assistants :) .

I assume that 60Mbps is the upper estimate for your line provided by the ISP and that you've run speedtests to confirm that you're already receiving the promised c.38Mbps via your existing package? I'd also check your router's connection stats to confirm what kind of Max Rate(kbps) it thinks may be possible for your connection, just to double check that it's actually worth upgrading in the first place.

Ideally the best solution here would be to contact Openreach directly and try to understand why the ADSL vs FTTC confusion exists in the first place and get it corrected. The ISP would normally be able to do this for you, at least they would if they cared because (Openreach tend not to tackle these things directly with end-users, although you could try asking via their official Twitter support account https://twitter.com/OpenreachGB).

If no ISPs have responded with some useful advice by the end of this week then I can try to chase the issue for you, although Openreach's PR teams have become quite slow.
 
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