Fibre 65 Package - Download Speed

[KPB26]

I have Fibre 65 and I have just been invited to renew a contract BUT when I checked the speed (when the service was last available on 25 June) the mean download speed to my router was 49 Mbps and the MINIMUM guaranteed download speed to my router was given as  31 Mbps.  This does not seem to be Fibre 65.  Please  advise/help?  What have I been paying for? Thanks

[Mandisa-TT]

Hi @KeithFrench Thank you, Noted.

[KeithFrench]

Hi @Mandisa-TT 

Please note, I assume that this customer has Fibre To The Cabinet. In that case, the distance from the exchange is irrelevant. The distance from the fibre cabinet to the premises can affect the maximum possible speed.

[Mandisa-TT]

Hi @KPB26 I would like to clarify that the speed you experience can be influenced by several factors, one of the most significant being the distance from the exchange. Generally, the further you are from the exchange, the lower the speeds may be, even if you are subscribed to a higher-speed package.

Hence, At the time of signing the contract, we provided you with detailed information regarding the internet speeds you can expect to receive. For your reference, the specific speeds outlined in your agreement are as follows: 

Estimated Peak Throughput Speed (Mbps) 
Highest Download 39.5 
Lowest Download 35.6 
Minimum Guaranteed Download 32.0 
Highest Upload 5.8 
Lowest Upload 5.2 

 If you have any questions or need further clarification, please do not hesitate to reach out. We are here to assist you.

 

[Gliwmaeden2]

@KPB26, everyone has a minimum guaranteed speed which is mentioned in the contract you previously agreed to.

It's partly going to depend on your distance from the cabinet, which nobody can do anything about & changing provider would make no difference. Changing to Full Fibre when it's available will make a difference, but that is using different infrastructure. 

As an example of guaranteed minimum, mine is c 6Mbps on a line that can manage 16Mbps maximum. The national average for my package is 11Mbps. So I  am doing well whenever it's above 11 and I only start to panic when it's below 6.

Obviously your own package offers better "up to" speeds. Proportionately 31Mbps is fine.

Check your previous contract documents, but also investigate whether full fibre is available. 

For all this contractual stuff you are better calling 03451 720088 during the day, Monday to Saturday, or use Chat any day.

Don't just use "offers and upgrades" or emailed offers. Discuss your options with an agent. Forum staff are not authorised to set up contracts. 

[KPB26]

The point is that the guaranteed minimum shown is not commensurate with the Fibre 65 package that I have/am paying for.  31 Mbps is less than half 65Mbps.  No point renewing a contract for something that cannot apparently be delivered. I shall take it up with Customer Support.

[ferguson]

Fibre 65 is an "up to" speed, actual performance will be determined by a number of factors, chiefly the distance from your home to the fibre cabinet. You are well above the guaranteed minimum for your line, that's the main thing.