Slow Upload Speeds

[Scoobs]

Hello there. I was enquiring as to why my upload speed is extremely slow. I was with another provider until last month and while my download speeds have been great (35 - 49 Mbps), my upload speeds barely get to 0.30 Mbps. I was told that my old router was faulty by Openreach with my old provider. However, with a new router I received when I joined Sky Broadband, I'm still getting the same speeds. 

I'm now stumped as I've had sever engineers out from Openreach (with my old provider) and they fix the line but for over 18 months, my upload speed went from a respected 8 - 10 Mbps to now only getting 0.25 Mbps on average. Even my Sky speed guarantee says my upload is 0.2 Mbps and I just don't understand what caused it to drop massively. 

If anyone can help out, it'd be appreciated. 

Kind regards, 

Scoobs. 

[Chrisee]

@Scoobs as a first stepin diagnosing what is wrong please post your Sky hub's connection stats see Find your Sky Broadband router statistics

Openreach engineers do blame ISPs routers whenever they can't find a line fault as it clears the call for them. The issue with upload faults is the guaranteed speed only applies to downloads.

[Scoobs]

Hi there, @Chrisee @@ Thanks for the reply

Unfortunately I don't have access to my Sky statistics as I got the white router 6 hub and the link you sent me says it's not available for that. If there's another way, that'd be great to know.

In regards to Openreach, should I make a complaint to Openreach as they've lied to me saying this to me on multiple occasions when they come out or should I try again but via Sky customer service? 

Thank you. 

[TimmyBGood]

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@Scoobs wrote:

In regards to Openreach, should I make a complaint to Openreach as they've lied to me saying this to me on multiple occasions when they come out or should I try again but via Sky customer service? 

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Unfortunately the Openreach complaints procedure aims to bounce all such issues back to the CP ('Communications Provider', i.e. the ISP)

As @Chrisee indicates, ISPs typically don't guarantee outbound speed, although the Universal Service Obligation specifies a minimum 1Mbs.

[Chrisee]

@Scoobs all contact has to be via Sky as Openreach does not deal with end customers.

Sky Max is a pain where its used on copper lines as a major diagnostic source is missing - the superuser group has raised this with. Sky. You can run the Connection test in the My Sky app but I suspect thatwont tell you much either as it essentially queries the data used to generate the stats. 

I am escalating your pist to a Sky team who support the forum whio are a resourceful bunch who may know what if anything can be done. Look out for an invitation to an online chat through the forum where a chat icone will appear.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Scoobs.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.