Hi, I'm currently on the 200mb package, and consistently receive speeds of around 500KB/s to 600KB/s. Speed tests return 10megabit at the very best of times (The exception to this is if the test is ran at around 2/3am, at which point it goes at about (26MB/s) (Higher than advertised, I appreciate that, but it's consistency I need). This tells me that the connection and devices are entirely capable of achieving the advertised speeds, however only delivers these at extremely minute times.
I am using a wired connection, have spoken to support on the phone who confirm the speed is extremely slow and say they'll investigate, but I never hear back from them.
Reading from other posts you need information from my router, so please, take a look. I can 100% guarantee and assure you that this is not my computer, my wire, or anything of the sort. I have tested these extremely extensively and tried many, many different wires and devices. I have even gone to the extent of trying the router in modem mode, to no such avail.
I beg and implore you to assist. I am in the PO4 8HN post code. It would be extremely appreciated if we can deal with this digitally rather than referring me to your call centre. I've worked in customer service and I try to be polite, but honestly, my patience is very thin at this point. It's been like this for the best part of 2-3 years now, and I'm fed up with it. God knows how many notes my account has on it; no wonder nobody calls back.
I'm in PO4 8AH and am affected by fault F003957459. It's been ongoing since October 2015, so don't hold your breath for a quick fix! VM are saying that the next review date is 29/03/17. As you're so near by, this may be the same fault or something completely different. You should be able to get a reduction on your bill due to diminished service if it's something VM can't fix.
"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016