Mobile Broadband Speed Issues

[Mary_03875]

For the duration of my current contract I can not say the broadband speed has been anything spectacular. However over the past 8 weeks we have seen a great decline in the quality of service being received.

On Average these are the kind of speeds we are achieving :

 DOWNLOAD Mbps : 0.34

 UPLOAD Mbps : 5.18

All we want is a remedy to the situation but we have seen a steady decline since first taking out the contract over 4 years ago.

We have done all the usual tests and methods but to no avail.

How can we get the level of speed the we are paying for and contractually entitled to under Contractual speeds - Regulation (EU) 2015/2120 ?

I can confirm to date ( in the past 4 years) we have never achieved 10Mbps.

We are no massive users of internet on average we would probably use 30GB out of our allowed 750GB.

So I do not see why we can not achieve decent speeds the majority of the time. 

I have been hearing good reports about the new Starlink Network and maybe this may be the only way to get a reliable source of Broadband going forward.

[Three_Deborah]

@Mary_03875 thanks for giving all the information above. When you say you've done all the usual tests and methods, can you tell me a bit more? 

Have you updated your SIM and software on your router?

Do you know if you're in a 3G or 4G area? 

Is your router facing your nearest mast?

Let me know and we'll go from there. 

[Mary_03875]

Hi Deborah

When i say we have tried everything I refer to the below list of actions:

-Change Router/Modem
-Change Sim Card
- Run daily speed tests
- Manually select network via modem
- Turn the modem off and on again
- Reset Modem

Based on the coverage map we we are meant to achieve 4G.

How can we get this resolved swiftly?

[Three_Deborah]

@Mary_03875 It's a possibility that 3G is the strongest indoor signal in your area. I appreciate that you've done a lot of trouble-shooting, but could you switch to 3G for the next 24 to 48 hours? 

We have a blog on how to do this plus some other bits of info that can help with coverage queries 👇

All about: Broadband Coverage 

[Mary_03875]

Hi Deborah

We have previously manually selected 3G as advised by technical support.

This has not remedied the situation.

This whole thread is a last ditch attempt to get some new ideas and results before we cancel the contract.

[Three_Deborah]

@Mary_03875 there seems to have been a fair bit of investigation done on both your side and our technical team. I'd like to have a look at the findings and for this, I'll need to access your account. Can you send me a PM with your full name, broadband number, address and date of birth? When your rank changes to "lookout" the PM capabilities will open to you.