Slower than expected after new contract

[#1]

I recently switched to Unlimited Fibre (I was previously on upto 80Mbps Unlimited Fibre Extra since 2013).

On the previous package my real world speeds were around:

38-41Mbps down 10-11Mbps up with around 10-12ms latency on uk sites.

Since I switched packages I'm seeing around

31-34Mbps down and 8.5Mbps up with around 24-30ms latency on uk sites.

When I log into my account it says my line speed is 35.2Mbps, but I can see that my actual HG612 modem is currently synced at 39.456 Mbps down and 9.995 Mbps up. I'm not sure if some kind of interleaving or INP delay on the line right now but the latency increase is quite noticeable :(.

[#2]

Thanks a lot for getting in touch @LeJimster and I'm sorry to hear that you're having issues here. I think I have the right account for you on my side, but aren't too sure. Can you please send me a PM with the account username?