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Saleeeeee
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Not getting speed I'm paying for and connection cuts out

I've been paying for 100mb broadband for a year now and the average speed when I test is never more than 35mb. When I run the same test at my mums house the speed averages 90mb all the time.

I've called 150 about this before and they say it has been speeded up but it never is. I'm tired of not getting what I'm paying for. I've just called again and after 20 mins on hold they hung up on me so I'm resorting to this.

Also, the connection constantly drops out which makes streaming almost impossible.

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Saleeeeee
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Message 9 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Hi Sam,

For the last few months we've been having the same old problem of low speeds nowhere near what we are paying for. The highest we get is around 35mbps.

I've received an email today saying you've upgraded us to 200mbps, but there is no improvement in speeds.

I've rebooted the router to see if that helps and it doesn't.

The signal also drops out intermittently still, it has always done this.
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Superuser
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Message 2 of 13
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Re: Not getting speed I'm paying for and connection cuts out

are you connecting by wireless?
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Message 3 of 13
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Re: Not getting speed I'm paying for and connection cuts out

I've got a main wired connection and other wireless connections 

 

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Saleeeeee
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Message 4 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Update: I spent another half an hour on hold to 150 last night, guy on the line said the problem should be resolved now. Two minutes after hanging up the connection cut out again
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Forum Team
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Re: Not getting speed I'm paying for and connection cuts out

Hey Saleeeeee,

 

Welcome to the community Smiley Happy

 

Sorry to hear about your connection faults, it sounds frustrating.

 

I've tried to look into this for you but I'm unable to locate your account.

 

I'll drop you a PM (purple envelope, top right) to confirm additional info.

 

Speak with you soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Message 6 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Hello again Saleeeeee,

 

I hope you're well Smiley Happy

It's been a little while since we spoke last so I just wanted to pop by and see how you're getting on.

If there's anything else I can help with, please just ask.

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Message 7 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Hi heather,

The speed has increased to where it should be now, this has happened in the last few days and is the first time in over a year I have got the correct speed. The connection is still dropping out though is the fault still ongoing?

Thanks,

John
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Message 8 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Hi there John,

Thanks for getting back to us.

I'm glad to hear that you have noticed an improvement in the speeds and apologies that you are now experiencing intermittent connection.

From checking your connection, there have been no time-outs reported and no faults in your area.

Does this happen on both wired and wireless devices?

Do you notice any lights change on the router at all?

Let us know how you get on
Sam


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Message 9 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Hi Sam,

For the last few months we've been having the same old problem of low speeds nowhere near what we are paying for. The highest we get is around 35mbps.

I've received an email today saying you've upgraded us to 200mbps, but there is no improvement in speeds.

I've rebooted the router to see if that helps and it doesn't.

The signal also drops out intermittently still, it has always done this.
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Saleeeeee
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Message 10 of 13
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Re: Not getting speed I'm paying for and connection cuts out

Hi Sam,

For the last few months we've been having the same old problem of low speeds nowhere near what we are paying for. The highest we get is around 35mbps.

I've received an email today saying you've upgraded us to 200mbps, but there is no improvement in speeds.

I've rebooted the router to see if that helps and it doesn't.

The signal also drops out intermittently still, it has always done this.
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