4G Internet speed limited to 2Mb/s up & down?

[Eddles]

Recently changed my tariff but have found my internet speed is limited to 2Mb/s up & down - it was much higher than this before the change, like 36Mb/s down & 18Mb/s up.  This happens no matter where I am, whatever tower I use, it's always exactly 2Mb/s up & down.

I am incredibly displeased about this and I cannot contact anyone at O2 because I keep getting hung up on.

[MI5]

@Eddles 

You need to say you are calling about an upgrade or fraud to get through to an agent Guide: Coronavirus Community Help and Support 

[Eddles]

I did, they keep on hanging up on me.

[MI5]

Early morning is the best time to call.
They open at 8.00am.

[Eddles]

I called the 0800 number on the page you created, which worked. Got through to someone who confirmed that all unlimited packages are limited to 2Mb/s. I complained that this was not made clear to people buying this package, and I just got (paraphrasing) "I understand that this is frustrating but it is what it is". They offered to switch me to a 100 GB plan for £28 per month - I said that it's unfair as there's a 120 GB plan for £20 per month on offer, but he said they won't allow this as I signed an 18-month contract in May.

I feel this is unfair as there were no information or note that the unlimited package has permanent speed limits and I feel I've been hoodwinked by O2. It wasn't immediately obvious and it was only after a few experiments when I discovered the issue.

What's my recourse here - what's the best way to complain to O2? How should I word my letter?

Many thanks again!

[MI5]

@Eddles 

There's no mention of a speed cap in the T&C#s so I'd use those as a basis for your complaint https://www.o2.co.uk/termsandconditions/mobile/unlimited-tariff-terms