Ultrafast 500 Pro - problems

[mrstalb]

We have had Ultrafast 500 since March 2020

with great success. Three teenagers in the house who all verified it was best internet speeds, no lagging, dropouts and were very happy. Roll on Sept 2020 when we were offered to move to Ultrafast 500 Pro with better price and free boosters, experts etc. Big mistake. Since swapping we have an Xbox with minimal speed, Sky Q dropping out constantly. Wifi not reaching certain parts of the house, whereas it did previously. I can’t understand why we are having these problems when in theory it should be the same broadband? I’ve called the Experts numerous times but get nowhere and just offered extra boosters. I think the problem is down to the fact we can’t split the devices. The smart TVs and Xboxes used to be on 5ghz and literally everything else on 2ghz. But we no longer have that option. Is there anything obvious I am missing that we could do to try to solve this? I have a very unhappy household…. 

[Amanda]

Hi @mrstalb - I can understand your frustration about these drop outs. 

We'd need to look into it further to see what's going on - please come and speak to my team over Facebook and Twitter. 

I'd love for you to have a happy household again 🏡

[mrstalb]

Thanks for your response. I messaged via Facebook as you suggested and an adviser asked me for further information, which I replied with straight away, however three hours later I am still waiting for them to respond….. 

[MarkD]

Thanks for the update @mrstalb, our Facebook team will get back to you as quickly as possible. When you sent us a message, did you include your Community username? 

[mrstalb]

I included a link to this post as suggested. I have heard back this morning and they have advised someone will be in contact from the social media team. 

[MarkD]

Brill, as soon as and agent picks this up, they'll be able to take a look at your query using Facebook. You'll have to let us know how you get on when you've spoken with the team. 

[mrstalb]

Thanks for your response. I message via Facebook as you suggested and an adviser asked me for further information, which I replied with straight away, however three hours later I am still waiting for them to respond…..