Paying for the upgraded 200mb service. Current max when the service is responding is at a maximum of 20mb. There have been ongoing problems in the SL1 area for over 3 weeks. Status checker shows no problems. Online tech support for reporting appears to be hidden. No way to contact through the main site. Not receiving what you're paying for, no way to report it, telephone support taking over an hour to answer a call (not tried for longer than an hour). Marketing calls to increase commitment to the product, still being made though. Overall this is a shoddy service. It will do nothing to encourage retention. Rather, it will ensure customers use channels available to them to warn others. Unprofessional. Unsupportive. Breaking SLAs. Ombudsman needs to look at this. The consumer needs protection from this kind of rogue commercial behaviour.
What speeds do you get at >> SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?
Then immediately after …
Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?
If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Please post a 'Live Link' to your BQM on here straight away.
Instructions for posting BQM Live Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.