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Symon
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M200 package only gives M100 speeds, no reschedule upgrade or contact

Problems:-

1.Have been on M200 package for over 6 months but never get better than 45-50mbs which is the listed guaranteed M100 speeds for several months now but have not been able to contact  anybody to resolve issue.

2. Finally managed to arrange upgrade to M350 and  TV boxes to Tivo6 , arranged for 11/2/21 via website but order was then cancelled 24hrs later and nobody has been in touch since to rearrange and can not reach anybody via live chat or phone despite trying several time each day.

3. The new contract for the M350 upgrade was sent to me and started on the 11/2/21 but I dont have any of the services or equipment.

3. TV is now almost unusable due to pixalation on all channels.

4. Happy to do self install if you can deliver a new modem and 2x Tivo6 boxes.

thanks

Date ConnType Download Speed Download Size Upload Speed Upload Size Latency Server InternalIp ExternalIp URL
05/02/2021, 00:53 Wifi 48.6046 65991152 20.730912 23018705 9 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7004764099
05/02/2021, 07:58 Wifi 48.560624 57973824 20.768624 23079785 10 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7005677402
05/02/2021, 08:53 Wifi 34.655448 38175072 17.298648 30125443 10 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7005816134
05/02/2021, 08:54 Wifi 28.98904 51335944 20.01112 31291760 9 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7005818575
05/02/2021, 10:31 Wifi 48.432976 57404512 20.560824 22726866 10 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7006067263
05/02/2021, 13:25 Wifi 44.01388 48841040 14.015096 18926441 9 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7006591599
05/02/2021, 21:28 Wifi 46.780616 75154344 13.19884 19698898 10 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7008131038
09/02/2021, 20:17 Wifi 52.807184 86410848 20.792888 19404843 9 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7022280007
11/02/2021, 05:34 Wifi 42.900648 35336992 17.7162 29648629 10 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7027174411
15/02/2021, 11:34 Wifi 44.031856 52820144 18.544416 30993212 10 Manchester 192.168.0.4 [DELETED] https://www.speedtest.net/my-result/a/7041459742

 

 

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cje85
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Re: M200 package only gives M100 speeds, no reschedule upgrade or contact

The speeds you're getting may be the best you can hope for over WiFi, especially if you're using the 2.4Ghz network. You'd need to do a wired test to determine the true speed. 

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Symon
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Re: M200 package only gives M100 speeds, no reschedule upgrade or contact

thanks, will try. How do I go about getting my upgrade?
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Megan_L
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Re: M200 package only gives M100 speeds, no reschedule upgrade or contact

Hi Symon,

Thanks for using the forums to get this issue looked into with your broadband, I am sorry if it's been causing you some frustration. 
Usually what we would ask you to do is just follow these links in order to try and resolve it before we have a look- 
Slow Speeds Help
Intermittent Connection
We may also ask you for a bit more information so we can understand your specific issue like have you checked your speed using our Speed test site here? Also we may need you to use a BMQ graph to gain more of an insight into your HUB's performance, this needs to stay active for 24 hours so we can see a good chunk of activity. We also may need to you reboot your HUB so that the data on the HUB's logs can reset, this helps the performance and also helps us identify any issues on our side. 

As for your speeds, WIFI is always going to be slower than Ethernet, this is the same with every provider due to the nature of WIFI signals. I have a link here - Our Speeds - that will tell you more about this. Did you manage to do a wired speed test on a laptop or computer with the ethernet?
Please let me know what you find out after following these steps!

As for your upgrade, we won't be able to do this here on the forums, however if you call 0345 454 1111 option 1, 4 then 1 the team will be happy to assist. You can also try texting them on 0753 305 1809.
Thanks, I hope this helps.
Megan_L

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