I'm having similar problems but even lower speeds. Its obviously not right if like me, you get 13.7 Mbps on a superfast 2 deal that had an estimated maximum of 60+Mbps. I logged a call within a couple of hours of being activated but was told nothing would be investigated until the 10 days had elapsed which then only leaves you 4 days to cancel - that doesn't seem like a very fair approach to me if they are expecting to be given reasonable time to fix it.
After several attempts at getting it dealt with via the chat system I got totally sick of being told to plug the hub into the test socket for a couple of days and little interest in progressing to matter further so I raised an online complaint.
The complaint was ignored for 5 days so I complained again only to be told there was no record of the first complaint and another one was logged. I was told it would be elevated to the next level of the the support organisation and I'd be contacted with 48 hours by them - 5 days later nothing. Someone did email to say I'd get a call from customer relations at 14:30 today but I'm still waiting. This is really appalling and frankly I cant wait to get to the point where I can take it the Ombudsman / OFCOM and then go to a supplier that will deliver.
