Broadband Speed and Account

[Rach227]

Hi 

I set up a broadband account 3 weeks ago and we set it up a week ago.

We're only getting 10mb download and should get a minimum of 25. Also, I try to find my account and still seems to think I have a TV only deal. So, when I 'check my line' I can't because it seems to think I don't have a broadband account

Can someone help?

[gavs82008]

@Rach227 

You’ll need to wait 10 days for the line to settle. Is the speed poor over Wi-Fi or Ethernet?

If it’s just over Wi-Fi you can try splitting the bands to see if that helps.
https://help.nowtv.com/article/improve-broadband-speed

[Rach227]

Thanks, we're now at 10 days and no change. I can't actually 'Test my line' either as my online account still thinks it's only a tv account and not a broadband one.

I tried everything else though, including splitting the line. It has improved response time (111ms to 23ms) but download speed still remains and in fact has become worse in the last 3 days (gone down to 6-8mb)

[gavs82008]

@Rach227 

Give the broadband team a call to see if they can sort something out. Could be a fault with the router or your line as far back as the cabinet. 

See the below link for the number.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

[Rach227]

Thanks, been going round in circles on this site to find a number 😂