Hey there, just landed on this page via Google and just registered to reply here, but we're in the CM13 post and we're on the 900/900 package but also getting terrible speeds today!
I've sent an email to their support because a few weeks ago they were expanding in our area (moved stuff onto the BT network I believe) and our internet was basically down for 5 days. A real shame as we've been with them since about June and until the recent works everything was perfect, now it's just issue upon issue :/
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Hi
Which router do you have the Adtran huge grey thing or the linksys tall white thing. Befibre will insist on you doing speed tests via the linksys app/ browser as that eliminates the devices on your network and gives a test from router to their equipment side.
I've been a disgruntled customer since autumn last year, problems from day one, ip address showed as non uk, stopping most UK streaming apps from opening, let alone watch soething. Then regular drop outs, always when the office is closed. Took them to the ombudsman a few months ago, due to poor service and complete lack of customer service and dealing with my service issues, despite an email trail of saying they would be in contact, I got nothing.
Anyways, the ombudsman agreed in my favour, got £150 cash payment and remainder of contract reduced to £28, including static ip.
Don't call them, unless you really have to, email them first, so they reply with evidence if you need it down the line, then call them. Keep all emails they send you.
It's a shame they continue to sell their great packages to new customers, makes you wonder if they move bandwidth to new customers before the 30 days guarantee then move to the same standard as everyone else from day 31 onwards.
LB