BT criticised for failing to deliver broadband for new homes header image

Published: 29th Jan 2016

BT has been criticised for failing to deliver high-speed broadband to new-build homes, after a number of buyers complained about poor or non-existent internet connections in their properties.

Broadband advice website published the findings of an investigation into this problem which triggered an influx of complaints from consumers who had been shocked by the poor or inadequate service they were receiving.

One correspondent, Alec, revealed that he lived in a new housing development in Plymouth, near a hospital and a university with access to high-speed fibre broadband.

Three years after moving in to his home, he said he was still "paying through the nose" for a BT broadband service providing speeds of less than two megabits per second (Mbps).

"This is slower than I had as a student in the same city ten years ago. BT have a lot to do," Alec added. was also contacted by Matt, who was receiving speeds of around 1.5Mbps at his home on the Greenacres estate in Exeter.

"When we moved in (Christmas 2014) we were promised fibre availability but it took over two months just to get a phone line and basic ADSL and were sadly told that BT Openreach had rejected the fibre order as there wasn't any capacity in the cabinet," he said.

"Now over a year later we still can't get fibre and are struggling along with 1.5Mbps speeds along with most of the estate."

There is no guarantee that other providers will step in when BT fails to deliver an acceptable service.

Craig, who moved into the Hawkhead Village development in Paisley last year, revealed that Virgin was "nowhere to be seen" in his area.

A group of MPs led by Grant Shapps recently called for BT to be separated from its Openreach broadband infrastructure division, in order to stimulate competition in the market and drive up standards.

BT argued that Openreach would be left with less financial capacity and ability to invest if it was a standalone company.

Consumers disillusioned with traditional internet services that rely on underground cables could try alternatives such as satellite broadband, which uses a satellite dish to receive a signal and transfer the data via a cable connected to a modem in your home.