Download speed

[Emily1981]

I am writing to make a formal complaint regarding the broadband service I am receiving. I am paying for a 900 Mbps broadband package, yet the speeds I am consistently receiving are significantly below what I am paying for. I have carried out multiple Speedtest checks, and the results show considerable and repeated variation, including: 56.5 Mbps download / 42.7 Mbps upload 60.0 Mbps download / 54.7 Mbps upload 96.4 Mbps download / 49.4 Mbps upload 133 Mbps download / 64.8 Mbps upload 216 Mbps download / 104 Mbps upload 226 Mbps download / 105 Mbps upload 289 Mbps download / 106 Mbps upload 300 Mbps download / 95.6 Mbps upload 357 Mbps download / 99.8 Mbps upload Even the best result shown is only 357 Mbps, which is less than half of the 900 Mbps package I am paying for. On several occasions I am receiving speeds of only around 50–100 Mbps. I appreciate that Wi-Fi speeds can be affected by the device, distance from the router and other factors. However, the frequency and extent of these low results are concerning, particularly when I am paying for a 900 Mbps service. I would therefore like you to: Investigate my broadband connection and router configuration. Confirm the actual speed being delivered to my property. Carry out any necessary line and equipment diagnostics. Explain why I am receiving such inconsistent and substantially reduced speeds. Arrange an engineer visit if the problem cannot be resolved remotely. Confirm what compensation or refund is available for a service that has not been performing as expected. I do not consider it reasonable to pay for a 900 Mbps service while regularly receiving speeds as low as 50–100 Mbps. Please treat this as a formal complaint and provide a written response explaining what action you intend to take to resolve the issue. I look forward to your response. Kind regards, Anthony Gates

[TimmyBGood]

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@Emily1981 wrote:
Please treat this as a formal complaint and provide a written response explaining what action you intend to take to resolve the issue.

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That cannot be done through this forum.

Your 900Mbs service (600Mbs minimum) is speed delivered to the Hub over optical fibre and ethernet cable, not WiFi from it.

If the WiFi Max subscription supplement is on the broadband account, the 'guaranteed' wireless speed is a whole 25Mbs.

Realistically no ISP can promise to deliver FTTP speeds over WiFi, which is why they don't.