getting 8mps, paying for 125...

[theeicebear]

My internet has been super slow of late, and decided I would do a speed test and I'm getting 8mps and from what I can figure out, I am paying for 125. It's a A LOT of a drop off.

The "help & support" is next to useless, and takes me round in circles. 

I have had the same hub for nearly 10 years, so it's more than likely that. But as I am on benefits, and it's Christmas I just do not have a spare £60 laying around to buy a new one. Not that I should, as a loyal customer...they should be provided free of charge.

Is there an actual working telephone number I can call to talk to someone that will help me sort this out? I would like to talk to a British based call centre as I am autistic, and I find using the phone very difficult and I have communication problems. 

Any advice or help would be appreciated, thank you.

[Client62]

If a replacement of a defective Hub is required, it would be supplied without charges.

125Mbps down to 8 is a big gap, this test attempts to show 
where the speed is being lost : https://www.samknows.com/realspeed/

Post the results it can help when speaking to Customer Services.

[Adduxi]

What is the exact model of the Hub you have?  If it is a Hub 1,  2 or 2ac you should be in line for a free upgrade, as these Hubs are old kit now and cannot utilise the newer VM infrastructure.

[Vikki_M]

Hi @theeicebear

Thank you for your post and welcome to our community.

I am sorry to hear about the speed issues you have been having.

If your equipment is found to be faulty, we do not charge to replace these. 

We have call centres in the UK and other countries. The calls are routed to the next available agent so we cant guaratee what call centre you would get through to when calling us.

We are however happy to help you here if preferred to calling.

Was the speed test done on a wireless or hard wired device please?

Could you please do a hard wired speed test and post the results for us? This will give us a much better idea of the speeds going to the hub.

Please pop back to us when you can.