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Slow fibre speeds

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I have fibre med with you and I have had ongoing issues with speed. I was with BT before switching and i got amazing speeds. I have logged issues on phone and eventually said my router was faulty so sent me a new one. After installing new one I am still only getting download speeds of 18!!??? How can this be when the colleague on phone told me I would get speeds of around 55 and when i was with bt I got this. So frustrating when you are paying for a service which you are not getting......

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