on 06-10-2020 11:59 AM
My faster fibre contract is due for renewal on 25th October. I'm trying to renew it now as I'm going to be out of the country for a month. But, I have some questions and can't find a help line telephone number or web chat box, so can someone help me with this please?
1. I'm supposed to be getting 67MB/S download speed as I have the speed boost, but in reality I get between 25 and 40MB/S with an average of 33MB/S, so why am I paying for faster fibre and not getting it?
2. I can renew my faster fibre but not the speed boost. Why not?
3. I'm being asked for a payment of £30 for a new wifi hub, which looks just like the one I already have, which is only 18 months old (Device Ver.: FAST 5364-3.T8). Why can't I renew without the new Hub?
I'd be grateful if someone can help me out here.
on 07-10-2020 03:38 PM
I got through to the loyalty team. Unable to work out what the web renewal was doing, as my renewal had gone through as a new order, so cancelled the order, and will renew my contract tomorrow manually, on the phone. Hope it works.
Thanks for your help.
on 07-10-2020 03:27 PM
I can see that ferguson has answered your questions regarding loyalty. If you'd like us to take a look at your speeds could you start your own thread (if you haven't already) and we'll be happy to help
on 07-10-2020 03:07 PM
Hi Chris. The link takes me to "Canceling your contract....", not the Retention team.
I am out of contract, since end Sept ( we were on hols), considering staying but would like assistance. Is Fast 5364.3.T8 router the latest? Recent speed test 7.7 up, 21.1 down. Cheers
on 07-10-2020 02:36 PM
on 07-10-2020 01:41 PM
Your current sync speed is 54.9Mbps which is a bit lower than it should be. How many telephone sockets do you have? Do you have anything connected to your telephone socket(s) in addition to your router)
Regarding renewing your contract, could you speak to our loyalty team, there's details how they can be contacted here