topic Substandard services in Broadband

Substandard services

Rob3331 — Wed, 13 May 2026 18:48:39 GMT

We should have a guaranteed broadband speed of 44.9mb/s. However our speed has only ever been a maximum of around 20mb/s the lowest is 3mb/s . This means programmes glitch/pause or the tv turns off so we can use the tv package either.

I am struggling to put a complaint in to request a credit for the services we have been paying for but not received. We do have an engineer coming out to replace the cable to a glass cable but we need to be reimbursed for the substandard services

Re: Substandard services

Me134 — Wed, 13 May 2026 18:50:58 GMT

@Rob3331 wrote:
We should have a guaranteed broadband speed of 44.9mb/s. However our speed has only ever been a maximum of around 20mb/s the lowest is 3mb/s . This means programmes glitch/pause or the tv turns off so we can use the tv package either.

I am struggling to put a complaint in to request a credit for the services we have been paying for but not received. We do have an engineer coming out to replace the cable to a glass cable but we need to be reimbursed for the substandard services

Are those quoted speeds via an ethernet connected device or WiFi?

Re: Substandard services

TimmyBGood — Wed, 13 May 2026 18:55:06 GMT

@Rob3331 wrote:

We should have a guaranteed broadband speed of 44.9mb/s. However our speed has only ever been a maximum of around 20mb/s the lowest is 3mb/s .

If that's speed at the Hub then you can claim against the terms of the Guaranteed Minimum Download Speed for a one month subscription refund.

Note that speed delivered to wireless devices doesn't count.