Unicom wont let me leave

Im not sure if many people will have heard of this company as it's quite a small one, it is for business broadband. We are with them as we used to be a business but we had to close but were still in contract and so we moved the broadband to my home. We have continued to stay with them and recently upgraded to the full fibre with them. I have about 5 months left of my contract and I will be leaving it as soon as it ends. They are providing me with '220 Mbps of speed but I'm only getting 28mbps for the download and around 4 Mbps for the upload. According to them, this is not a breach of contract as their minimum speeds are 0.4mbps which is very unrealistic and they won't do anything about it. I've been told that there is nothing that they can do. In this house, people work from home and do work for education which isn't the best with rubbish internet. It just gets worse by the day and I've asked what the price for terminating the contract early is and it is £598 for the voice and broadband which is very high. They have offered to upgrade my speed to 300mbps without restarting my contract to see if it will resolve the issue so now I'm just waiting that out and ill see if it works. I pay £72 a month which is very high because they have risen the price of my contract about 3 times from £42 to £72. For me to be paying that price and getting such [censored] wifi is unbelievable and all they can say is 'Wait it out until the contract ends then u can go'. Does anyone have any tips or anything that can help? I'll update when the upgrade comes in.

That really doesn’t sound right.

Are you connecting via ethernet ?

with ethernet it does go up to around 40 but the 28 mbps speed comes from tests on both my end and my isp's end.

Who is the actual ISP? Go to this page and wait a couple seconds, then click the "Lookup ASN" button. About halfway down the results highlighted in orange should be the ASN of the network providing your connectivity. As far as I can see Unicom are only a reseller.

My actual isp comes up as ZEN-AS Zen Internet - UK, GB.

Zen don't have a 220Mbps package so that's an interesting question straight off the bat.

Perhaps someone friendly at Zen can see what product you've actually been provisioned onto.

Perhaps someone friendly at Zen can see what product you've actually been provisioned onto.

I’m wondering if it’s FTTC not FTTP ?

In reply to a post by Ryan1506:

They are providing me with '220 Mbps of speed but I'm only getting 28mbps for the download and around 4 Mbps for the upload.

By itself, that doesn't really make much sense.

Firstly, what technology are you on: I am guessing it's FTTP, but I don't want to rule out G.Fast? And although it's almost certainly via an Openreach connection not an altnet, can you confirm that? And can you give the Unicom name of the service you have bought?

Secondly, how are you measuring the download and upload speed?

Thirdly, what sort of router and/or modem do you have connected to the line? Is it your own, or something that Unicom provided?

Clearly if you have a "220M" FTTP and are only getting 28-40M, something serious is wrong.

The two main possibilities I see are:

1. You have been provisioned on a 40/10 or 40/2 profile; or
2. There is something very seriously wrong with your home network or router.

If the profile is wrong, then regrading to 300M might fix it.

If your home network is borked, then it won't make any difference at all. But we can't help you with that one unless you describe what you have.

In reply to a post by Ryan1506:

with ethernet it does go up to around 40 but the 28 mbps speed comes from tests on both my end and my isp's end.

Wow so they have acknowledged that you're not getting the speed you pay for.

The only one thing concerning me is the difference between wired and wireless speed as really at that low speed there really shouldn't be any real difference between them if the issue is on the Zen backhaul rather that your home network.