Terrible Broadband speed and customer service

[#1]

Apparently, this is supposed to be fixed!

Guys, this is still really poor! How is this fixed? Look at the RTT!

The attached file still shows really poor download speeds. You pointed to the line, which is in sync at 38Mbps download, but this is unachievable if the upstream network to the POP is oversubscribed. Can you please fix this or cancel my contract if you are unable to.

C:Users\steve>ping bbc.co.uk

Pinging bbc.co.uk [151.101.192.81] with 32 bytes of data:
Reply from 151.101.192.81: bytes=32 time=231ms TTL=58
Reply from 151.101.192.81: bytes=32 time=214ms TTL=58
Reply from 151.101.192.81: bytes=32 time=220ms TTL=58
Reply from 151.101.192.81: bytes=32 time=246ms TTL=58

[#2]

Sorry to hear this.

I've passed feedback on regarding the last agents response as it's not the level of quality we'd expect.

We'll get this chased up for you and the ticket updated shortly