on 05-05-2022 11:23 AM
on 30-05-2022 08:27 AM
on 26-05-2022 08:50 AM
on 25-05-2022 07:20 AM
on 24-05-2022 07:54 AM
on 23-05-2022 07:09 AM
on 20-05-2022 07:34 PM
@parrot1553 You need to contact the customer services team directly to sort out any change of package. There is generally a charge for doing this mid-contract, but I am sure if you explain the situation they will relent on that score.
on 13-05-2022 07:08 AM
on 12-05-2022 03:14 PM
It also says "We'll charge you if the Openreach engineer was unable to find a fault with your service" which could easily be span up, with all the "minimum guaranteed speed" and other nasty clauses. I would rather get back on my old plan, which had the same speed.
on 12-05-2022 02:58 PM
Apologies for any confusion, there would be no charge if the problem is on our side. When you would and wouldn't be charged is explained in the help article I linked too
on 12-05-2022 02:54 PM
Are you seriously asking me to accept "potential" engineer charges when the fault is clearly on your side?
I should in fact be receiving a refund instead due to it being almost a month with no fix.
on 12-05-2022 01:25 PM
OK, if you'd like us to arrange the engineer visit can you confirm:
I've also sent you a PM to confirm some other details
on 12-05-2022 11:33 AM
on 12-05-2022 07:52 AM
Just one last question, could you just confirm that the devices that you are running the speed tests on are capable of faster speeds.
on 11-05-2022 07:09 AM
OK thanks for trying that. Our network team have asked if you can do a factory reset of both devices (modem and router) and then retest. If then still no improvement in throughput speeds we'll probably need to arrange an engineer visit