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Robocop-99
Aspiring Contributor
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Message 11 of 19

Re: Not Getting sync speeds paid for.

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How can i post them here without saving as an image? Also I guess you want the information page vs the event log?
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Robocop-99
Aspiring Contributor
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Message 12 of 19

Re: Not Getting sync speeds paid for.

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Think i worked it out. If this is what you was asking for 🙂2019-07-30 21_39_52-Information.jpg

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Distinguished Sage
Distinguished Sage
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Message 13 of 19

Re: Not Getting sync speeds paid for.

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thanks and confirms stats in message 1 - essential package 40/10mb



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Robocop-99
Aspiring Contributor
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Message 14 of 19

Re: Not Getting sync speeds paid for.

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So to summarise. I am paying for the Superfast Fibre Plus, which is speeds 80/20. However my router is syncing at 40/10 which is the essentials package so I am not getting what I have paid for.

So could someone please look into this for me.
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Distinguished Sage
Distinguished Sage
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Message 15 of 19

Re: Not Getting sync speeds paid for.

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have you phone customer services or the options team on 0800800030 and see if they can help

 



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Moderator
Moderator
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Message 16 of 19

Re: Not Getting sync speeds paid for.

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Hi @Robocop-99  sorry that you are not seeing the speeds you would expect from your broadband package. We will be happy to help get this fixed for you. I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

cheers
John

Moderator
Moderator
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Message 17 of 19

Re: Not Getting sync speeds paid for.

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Hi @Robocop-99  thanks for sending over your details. I checked and you are receiving speeds within your estimate but as it looks like the line the support I higher speed I have got the 40/10 profile changed to the 80/20. The order has completed now so can you check and see how your connection is performing and let me know.

cheers
John

Robocop-99
Aspiring Contributor
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Message 18 of 19

Re: Not Getting sync speeds paid for.

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Thank you so much for this! Was very worried i wouldnt be able to get it sorted! Modem is now syncing at.

2019-08-02 17_47_33-Window.jpg

and after a reboot of the router we're getting a solid 60mb+. Very very happy now. A+

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Distinguished Sage
Distinguished Sage
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Message 19 of 19

Re: Not Getting sync speeds paid for.

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That's more like the correct speed and may yet get a bit better



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