*****ing customers money.

Hello Erin 
We understand why you’ve reached this point. Paying for a 100Mbps fibre service and consistently seeing around 21.9Mbps download is understandably frustrating, particularly when you’ve been trying to get assistance for a month. We’d like to help establish whether the reduced speed is coming from the fibre connection, the router/Wi-Fi environment or the device being used before you make any further decisions.A few checks can help pinpoint the cause:

• Test via Ethernet first: Connect a laptop or PC directly to the router with an Ethernet cable. Wi-Fi can be affected by distance, interference and device capabilities, so a wired test gives us a much more accurate view of the 100Mbps service.
• Use a suitable test device: Ideally test from a reasonably modern computer with a gigabit Ethernet port. Older devices, network cards or cables can limit throughput.
• Stop other activity: Before testing, pause streaming, downloads, cloud backups, and other connected devices. Multiple users consuming bandwidth can affect the result.
• Restart the equipment: Power off the router and fibre ONT for around 60 seconds. Switch the ONT back on first, allow it to stabilise, then restart the router.
• Run several tests: Test using a reputable speed-test service at different times, particularly when you notice the slowdown. Record the download, upload and latency results.
• Compare wired and Wi-Fi: If you get close to 100Mbps over Ethernet but only around 21.9Mbps over Wi-Fi, the fibre service may be performing correctly and the issue is more likely within the wireless environment.
• Check the Wi-Fi band: If your router supports both 2.4GHz and 5GHz, test on 5GHz while relatively close to the router. 2.4GHz generally travels further but is more susceptible to congestion and interference.
• Check the Ethernet cable: For a 100Mbps service, use a good-quality Cat5e or better cable and make sure the Ethernet link is negotiating at 100Mbps or 1Gbps rather than 10Mbps.

If your wired results remain around 20–25Mbps, especially across multiple tests and devices, that is much more useful information for the technical team than a Wi-Fi speed test. Please send us your registered MWEB email address via private message, together with a recent wired speed-test result and the approximate time it was taken, so we can investigate the service performance further. (using https://www.speedtest.net/) We also recognise that your difficulty reaching us has made an already frustrating situation considerably worse. The repeated call drops and difficulty getting assistance through our chat channels are not what you should have to experience when trying to resolve a service issue or request a cancellation. We’d like to help get your query to the right team rather than have you repeatedly start the process again. 

Kind regards, 
The Mweb Team