Evotel - not delivering the fibre throughput they promise

Pathetic service!!! That is all I can say. let me explain...

On 27 July 2022 I raised a support ticket through my service provider, MWEB that I am not nearly getting the internet speeds that signed up for. (I upgraded my line to a 1000 / 500 mb/s line on 1 July) I pay for a 1000mb/s down, 500mb/s up line. I am barely getting between 290 and 350mb/s download speed. Upload vary between 350 and 420mb/s.

MWEB checked on their side if there is any issues with my service. All was in place and they raised a ticket with Evotel to check my physical fiber.

I was quite impressed when in under an hour, a technician was at my door to check my connectivity. He re-spliced my fiber running to my router and checked that all is ok, taking several measurements. He could not explain why my download speed is so poor. He checked my router settings, the make of the router, cabling etc. Everything was ok. He escalated the ticket to the technical support on the Backhaul. Now, I do not get any feedback with the still poor throughput on my internet.

I now asked MWEB that if this fault is not fixed by end of August, they must downgrade my line to a 200/200mb/s line as I am paying for a service that I don't get.

I gave regular feedback on the ticket with screenshots of regular speed tests.

I even upgraded my router to a Tenda AC2100 just to eliminate any possible hardware issues on my side.

I sincerely hope that Evotel up their game and at least give feedback to their customers that they are at least attempting to resolve the issue. I think the most frustrating part is that I get zero updates on the ticket, as though they don't care.

I sincerely hope that they do not attend to their other customers this way.