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Low downloads and high ping

I have been having lower than expected downloads and high ping when doing wired speed test for months now. Its evident whilst gaming aswell, when i rang recently i was told it was due to demand in the area, for the last 3 years every time i have this issue its because of same problem, i thought the broadband package i was on prevented this issue and when can i expect it to be fixed.

I also requested a discount but was told it woukd automatically be applied if i was entitled to one but i still get full price bills. 

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