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Fibre large speed issue

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Hi,

 

I upgraded to fibre large on 3rd Jan and my speed isn't acceptable. Before this, I was on fibre medium, and always managed to hit the maximum speed, both up and down with no issue. to clarify, I acually received 38Mb down and 2Mb up.

 

Since upgrading to fibre large, my download speed remains at 38Mb, although my upload is a fantastic 19-20 Mb.

 

I know that I am able to  attain at least 60Mb download, but looks like I'll need your help to get this.

 

During the fiasco in which i upgraded ( the person i spoke to on live chat decided to both quote me the wrong prices for fibre large, and then decide to renew my existing fibre medium package, so i had to then complete the upgrade through your loyalty dept. ) iwas promised a new router, as the one im using is the older HG533 and seperate BT modem; its served its purpose, and needs consigning to the scrap heap. I have yet to receive this new router, so would appreciate you sending me one.

 

I have done several speed tests using both www.speedtest.net and your own speed test tool, which should be on record as i provided my number.

 

I can not provide you with my line stats due to the locked BT modem.

 

i have rebooted the router numerous times.

 

thanks in advance for your help,

 

Nichola


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