Network speeds are terrible

[Jordy1998]

Hi,

For the past 2-3 days, my internet has been very poor in terms of latency and download speed. My internet should be 120Mbps+ but now it's consistently outputting 40-60Mbps with high latency and the odd packet loss. I've restarted and rebooted the router but doesn't fix my problem and I've logged into the router and did a network diagnostic and nothing came up of concern. Is there works going on in my area or is it something else causing the issue.

Below is my network monitor. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a54c1de6b332269d4d74830b5e2f2765acc12041

 This is my speed test result using: www.speedtest.net and the other screenshot is from www.thinkbroadband.com/speedtest. I used two speed test sites to remove any discrepancies.  

[Client62]

First call 0800 561 0061 - use the automated service to see if there is a local service issue.

This is a useful test as it makes it possible to split out issue to the Hub from issues with customer kit / cables.

https://www.samknows.com/realspeed/  

Once the test begins click on: Run full test to see all the stats.

[Client62]

The speed test results would be about right for an M50 service  ( 54 / 5 Mb/s )

Check the Configuration tab of the VM Hub to see what speed profile is loaded.
Look for the Downstream and Upstream "Max traffic Rate".

[Jordy1998]

Hi client62,

I don't pay for M50 service, I'm on the M125 package. So I should be getting 132Mbps on average not 40-60Mbps. 

And for the downstream and upstream max traffic rate:

[Client62]

That is an M50 profile.

Restart the Hub 3 to see if there is an M125 profile to pick up for your account.

You are looking for a Downstream Max Traffic Rate of 143,750,047 for the M125 profile.

[legacy1]

Your BQM shows a problem low level packet loss.

[Jordy1998]

Did a router restart and is still showing 57,500,000 on the downstream max rate. So that would indicate that my speeds have been downgraded from M125 to M50, right? 

[Client62]

That does appear to be the case.    Good luck with customer services.

[Jordy1998]

Well it turns out that the account holder (not me) changed from M125 package to the essential plan, which explains the substantial dip in Mbps. With how bad my internet normally is with latency, this plan ain't it lol. Well, thanks for the help, much appreciated Client62.  

[Robert_P]

Thanks for the update Jordy1998, if you have changed from M125 to Essential this would explain the drop in speeds. If you wish to change this back, please contact the team using any of the methods here and they will be happy to help.

Rob