I'm a new customer with faster fibre, on day 1 I was getting good speeds, around 30mbps after day 4 it was down to 13mbps, several painful hours to CS it seemed to improve to around 18mbps (router reset essentially). I'm not getting the guaranteed minimum of 20mbps - I don't believe there is a line issue, it's just been installed and the BT engineer tested it etc, and the speeds on day 1 were great, it seems more likely that the line management is throttling back the speed or needs some attention. Expectations on my starter pack were 26mbps to 38mbps, I'm getting 13mbps to 19mbps, what to do next.......
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