I have been a fibre customer with you know for 6 months, during which i have never been happy with my fibre speed, espicially due to the fact it has got slower through the months. when i applied for your broadband, i was offered the Fibre Large package with speeds upto 76mb, nice i thought considering i was only able to have standard broadband before with speeds varing around 8mb. Since i have been live with you, my router has never picked up more than 37000, which makes it in the fibre medium package of speeds upto 38mb. After talking to one of your collegues yesterday, i asked the question that if i can't recieve speeds upto 78mb, only 38mb, can you move me to the fibre medium so i am not overpaying for a service that i am not getting. Her response was i am in a contract till dec 2016 and if i downgrade i will have to pay a cancellation charge. WHY? You are not providing me with Fibre large speeds, so why offer me fibre large speeds? Surely you are breaking you contract by not offering me speeds within the fibre large package but only offering within fibre medium. And to top it all off, my router is know set to recieve download speeds of just over 33000. So now, my fibre is getting slower. This is disgusting!!!
I did a search on broadband speed checker that can compare estimated speeds from ISP for my area. Talktalk are in the 23mb-38mb, where as sky, bt and plusnet all offer speeds off 46mbs-77mbs. So my question is, if these ISP can offer on packages of upto 78mbs, estimated min speed off 46mbs and maximum 77mbs. why cant you??? i am extremly unhappy and want to move to an ISP who can offer me speeds that i am paying for rather then being forced to stay in a contract that i am not getting my money for. It is daylight robbery and how can you get away with it.
I would like some kind of resolution to this cos if other ISP are able to offer me speeds within your Fibre large package, then surely you can too otherwise you are overcharging me for your service.
I am happy for you to escalate this to your manager to try and get this resolved if required
Thanks