Upgrade to 76mb, not hitting minimum 54mb

[dogdiego]

I upgraded last week from 38mb package to 76mb package. I was advised that I should expect between 60-80mb, but I would have a minimum speed of 54mb.

A week later and I'm still only hitting 50mb. I only live 250m to my nearest cabinet, so I thought I shouldn't be too far off hitting maximum available, dependant on crosstalk etc.

Attached speedtest picture, wired connection to master socket.

[dogdiego]

DaneB/TJ

Voicemail left last Friday. I missed the original call - was at work, so not really able to answer. Voicemail left advising would get further phone call. Follow up email recieved requesting some security info, filled this out and emailed back. Had further phone call on Friday but it was asking for somebody else? I then sent a further email querying this to see if person had got confused, no response to that email. 

Still no further foward and I have to be honest, I'm inching towards formal complaint. This is taking far, far too long to even start the process of diagnosing what is even going on. 

[Mark]

@dogdiego So we can chase this and get one of the team to contact you again, please confirm the case reference (looks like [#11234567]) on your replies.

[dogdiego]

I have two:

[#18229064] was the one I originally got when submitted ticket.

[#18273917] was quoted on the email on Friday.

[Mark]

@dogdiego I can see we've received your email with case reference [#18273917]. I'm sorry for any confusion caused regarding this. One of our team will be in touch shortly.

[dogdiego]

Heard nothing.

Complaint going in today I'm afraid. To find myself absolutely no further forward in 21 days, to even begin the process of receiving some level of diagnosis or technical support, is nothing short of ridiculous.

[Mark]

@dogdiego Apologies for our delayed response to your email ([#18273917]). I've asked one of the team dealing with these to pick up your latest reply and get back in touch with you.