BB speed below minimum guarantee

[wm-0001]

My minimum guarantee is 50 Mbps when I run line check it reports 32 Mbps and declares this as GOOD!

It should be reported as BAD and automatic remedial action taken.

Now BB is a poor service with poor customer support.

No telephone number is given to report that the minimum guarantee speed is not being delivered.

Why isn't chat line activated?

[gavs82008 · Accepted solution]

@wm-0001 

You won't get any form of staff giving updates on here in relation to broadband. It has never happened in my time of using the forum.

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

This link also shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

[wm-0001]

It is a shame that to contact BB support it is necessary to submit a complaint.

Also the depth it is hidden away, seems to reflect NOW's desire to limit communication with their customers!

[wm-0001]

@gavs82008 I marked you post as an answer with regard to identifying the phone number to call.

The rest was irrelevant as it was about wi-fi speed.

My issue is the sync speed between HUB and exchange.

[wm-0001]

Following an exchange by email with Now BB support ... and the supply of some irrelevant info by me that Now BB should have obtained themselves (well Vodafone could themselves) ... An Openreach engineer appointment was booked.

The Openreach engineer identified and corrected the issue. RESULT my full sync speed was returned.

Good point ... after acceptance there was an issue the Openreach arrived within 2 days. Timeframe OK as the BB was syncing at 30Mbps, while now it's returned to 62Mbps🙂