Minimum Speed Guarantee.

[Obsidian]

Does anyone how to issue a claim to cancel a contract using the speed guarantee?

I’m on the city fibre 900 package and like many I’m having my traffic shaped every single evening. Usually to around 50 down, jumping on vpn and I’m getting 500 down. Just being insulted with reboot your router, reboot the ONT, are you sure you’re using a wired connection, send us a video. Sick and tired of it. 

[Tal]

Hey @Obsidian, If you are facing speed issues with your service, the Broadband team will have to run a few tests with you and if the tests confirm we have an issue they will raise a ticket for the incident and help get it resolved by remotely fixing it or sending out an engineer to fix the issue.

If for any reason all the steps and investigation has been done and the issue is not fixed, then the Broadband will look into alternative options for you.

The first step is to get it raised with the team by calling them on - 0333 3040 191 or webchat.

We do have a diagnostic tool here, that will run the tests with you and raise the case to the Tech team if it finds any issues instead of contacting the team.