Substandard services

[Rob3331]

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

[Me134]

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@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

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

[TimmyBGood]

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@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 .

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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.