Slow speed and complaints not working

[Buzzy73]

I have had slow speed for 2 weeks. I have raised this twice. Instead of the 500mbps I am paying for I am getting between 100 and 270mbps. 

I have done everything on your page to try resolve this with no luck

i have sent two complaints but the site after saying complaint submitted then fails to show I have submitted a complaint. 

This is very poor customer service.

might have to consider leaving after 20 years with you if this is not resolved quickly 

[legacy1]

Boot PC in safe mode with networking and do a speed test by wire

[Buzzy73]

I have tried that with multiple devices, all it did was slow it down initially. Took 3 or 4 tests to get it back to where it was

[newapollo]

Hi @Buzzy73 

Check all of your cabling, especially the white coaxial cable, and make sure it's snug and tight and free from all kinks.

There are a lot of tech guru's on the forum that can look into your issues but when posting the hub stats they need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. 

You should also set up a BQM monitor  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 can post the link straight away.

Instructions for posting BQM 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 then click OK.