Unlimited fibre extra giving 12.89 download speed only

[#1]

Hi there.  I have been noticing very slow download speeds for quite a while and did a speed test today...12.89 mbps download and 2.89mbps upload.  This seems incredibly low for what should be 55mbps?  What could be wrong please?  I am not sure this is any different from when I had a standard broadband product?

Thanks for any help.

[#2]

Hi @PumbaaUK I'm sorry to see you're experiencing speed problems. Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.