Sky Broadband Speed

[MrMRich]

I am on the unlimited package...Because of the bad weather I have been working more at home these last few days and my current stats are 506kps! That's right - one half of a MB, with an upload of 414kps. I have followed the tips to improve this speed, with no effect.

I only recently changed over to an all in one package with Sky and whilst I am saving money my speed is not fully usable - though this is always covered in the T&Cs when you sign up. My speed has never been much better than half a Meg once the initial testing phase was over. My connection is very stable.

BT Infinity comes to my exchange from the end of this month so when my contract is up in 2011 (and assuming Sky don't go over to FTTC) then it will be bye bye Sky, hello BT.

My wish would be to have Virgin Media move into the area. A current deal with them is 10Meg connection, 65 TV channels, unlimited landline use, a free Nokia mobile with 100 mins and 500 texts for £30 per month!

If anyone else is suffering in the CW2 area please record your stats in this thread as it may convince Sky to investigate further.

Hope Sky start to sort things out for you soon.

[Xen-Pu+Ovid-So…]

Hi: Although that your Unlimited Sky Broadband package does not have any download limits, it could be down to the fact that you maybe using more than one computer that is connected up to the Sky Broadband services, and therefore each computer's download abilities would be divided up between each computer in theory, but not always the case!

Example a) If there are 2000 Sky Broadband users on a given "Sky Broadband" or a given "Sky Whole Sale Broadband" Service type like "Sky Broadband Connect", and each "Sky Broadband User" starts doing their own downloads during those same hours while the others are connected, then these download speeds could quite possibly be affected by all those concerned, possibly from the local BT Exchange due to BT wholesale policies, in that these speeds could be equally divided up amongst the 2000 users that are downloading their files from the net!

Example b A desktop PC & a notebook PC, both the connections (technically) would be halved, but not always the case - in that each machine would possibly only get from a 16MB down to either a 8MB/4MB down-stream for each PC, depending upon your broadband service type, and the total number of computers connected up, due to the download file sharing of either both machines or multiple machines upon the same Sky Broadband network, and how you use each machine on the net.

If the situation is just that you only use a single machine, then you should get almost or nearly the correct top (down-stream) speeds that Sky quoted for, if you're using an RJ45 cable connection. Should you not be getting less than what you expected for your down-stream, then go to thinkbroadband & do your thinkbroadband speed tests there.

Go to thinkbroadband "Download Test Files" http://www.thinkbroadband.com/download.html and do download the 100MB file for your download test! While the file downloads, take an image screenshot (use Ctrl+Print Screen) to capture the image of the download while the download it is actually still in progress to show the actual download speed shown in kb/sec displayed within the "download progress box" of your physical download, and save the image in a .jpg format for your/Sky Support records.

Please do see my Sky Forums posting http://helpforum.sky.com/t5/Technical-Issues/Sky-B​roadband-Connect-Downloads-amp-Sky-Easynet-BT-Tra... which covers some of these issues.

As with "Sky Broadband Connect" - any Sky+HD movies viewed online with your Sky Player, could also place you under a "BT traffic management policy", (in which Sky slows you down to 256 KB daily, from 17:00 to 0:00 during evening peak hours), should any of these viewed Sky+HD movies file sizes actually exceed/go over the 1.3 GB daily, or the 40 GB monthly policies limit allowance, during any given day/month. - Viewing any online movies are also counted towards your Sky downloads!

It maybe wise to logon to thinkbroadband http://www.thinkbroadband.com/ & also sign up for a free thinkbroadband account so that you can check upon your monthly broadband usage & info etc, that you use with Sky Broadband.

You can use thinkbroadband http://www.thinkbroadband.com/speedtest.html for doing your full Sky Broadband speed tests as they are impartial. For doing this test please do make sure to have Java fully installed, & disable Panda Security just for this test, then re-enable it again afterwards.

Please do see my "Sky Broadband Connect - Downloads & Sky/Easynet/BT Traffic Management Policies!"

http://helpforum.sky.com/t5/Technical-Issues/Sky-B​roadband-Connect-Downloads-amp-Sky-Easynet-BT-Tra...

I don't use "Sky Broadband Connect/Sky Broadband" for the internet, as I'm not able to receive "Sky Broadband Unlimited" for my BT exchange area, so I now use Eclipse Internet for my ISP services instead, due to these (Sky/BT) 1.3 GB daily, or the 40 GB monthly policies limit allowance, during any given day/month.

Thanks. Xen.

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If you feel I have been helpful, please click the star under my name to give me a kudos for this post, as I'll be very grateful :-)

[MrMRich]

There is only 1 PC attached at any one time to my router.  I check my PC regularly for any signs of Malware, virus etc. and all is clear. My problem is simply a really slow connection speed.

I already use thinkbroadband - here is my latest test result:

http://www.thinkbroadband.com/speedtest/results/id/12914642201576515803.html

Anymore offers of help & support are welcome. Thanks

[MrMRich]

This is the fastest I have had it when I first swapped over to Sky:

http://www.thinkbroadband.com/speedtest/results/id/128343559220813229978.html

That .8Mb is now a memory.

[Xen-Pu+Ovid-So…]

Hi: You'll now need to call Sky Broadband Support on 08442414141 and select option (3) then option (1) & get these guys to sort this out for you asap! Tell them the exact link Sky Forums link you just placed for them to also study as well. Thanks. Xen.

[MrMRich]

Thanks. Just firing them an email now as their centres are busy due to the cold weather. Just noticed on my account they also have me shown as Mrs R! Doesn't bode well.

[Xen-Pu+Ovid-So…]

Hi: Please also do the Test a just below as proof! These tests should be sent on to Sky Broadfband Support possibly via their Help Site etc!

Test a) Go to BT http://www.speedtester.bt.com/ and select yes and insert your broadband phone number including the dialing code and then select GO to do your speed test. (NB:- This BT test can only be done once, during any hour/60 minute time period.)

Test b) Also go to thinkbroadband "Download Test Files" http://www.thinkbroadband.com/download.html and do download the 100MB file for your download test & do take a screenshot image of this test & save it as well!

While these file downloads, take an image screenshot/s of both tests - with test a & test b (use Ctrl+Print Screen) to to show the actual download speed shown in kb/sec displayed within the "download progress box" of your download, to capture these images of each download/s, while each download is actually still in progress, and save these image/s in a .jpg format for your/Sky Support records.

In order to get the correct download speed, open up your operating system calculator & input the correct kb/sec reading that you got for your download, (obtained from each test a & test b done above).

example a) Download reading obtained was 835kb/sec. With the calculator open, input the 835 reading. Hit the (*) key & input 8 (please use the figure 8 to convert/s the kb/sec into MB) & hit the = key. example a results for your download is 6680 MB/Sec.

You'll then possibly need to call Sky Broadband Support on 08442414141 and select option (3) then option (1) & get these guys to sort this out for you asap! You may need to give Sky Broadband Support via the web this info to study as well.

Thanks. Xen.

--------------------------------
If you feel I have been helpful, please click the star under my name to give me a kudos for this post, as I'll be very grateful :-)

[pfeggles]

I would,nt bank on any replies to you Emails, I,v Emailed them quite a number of times over the last few months, never had one reply.

People suggest all sorts of reasons for slow download speed, but like yourself i have one computer plugged straight in the main phoneline with numerous new filters no viruses, all anti virus programs running well no extension to router, or phone, live approx; 1800 metres from main exchange does not appear any reason for slow speed, only fact seems to be Sky sets my speed to 0.4mbs, raises it to 2.4 mbs when i complain then it reduces gradually over the next month back to the slow speed, Beats me; have taught computers to A level for many years can,t figure this one out

[Xen-Pu+Ovid-So…]

Hi: Please do study method a (but Sky Broadband recommends to use mthod b) as it makes perfect sence as to why I gave my response to the "Large house cant commect on the otherside out of range!!!!" problem original posting link:- http://helpforum.sky.com/t5/Technical-Issues/Large-house-cant-commect-on-the-otherside-out-of-range/... I that had answered for that "new member" the other day!

The reasons why I gave you this info:- My main socket + a filter is in my living room and my computer is placed in my bedroom. The extention cable is over 20 meters from the living roon to my bedroom with two sockets + two filters in my bedroom. Altogether I've got three phone sockets in my home. The main one in the living room and the other two in my bedroom, with one socket on the window side of my bedroom and the other on the other side by the wall. All three sockets work correctly just like my main sock works, as per BT Engineering instrustions I got several years ago.

In a nut shell - here's what to do:- Just use Method a:- The cheapest options:- as I've set out just below!

Here's the help I had given:- (Updated!) - Please do follow Sky's Recommendations as set out below under (Method b), or call out a BT Engineer at your expense, to sort out your issue!

Method a:- The cheapest options:- Purchase up to say a 50 meter phone extension cable, and connect up one end into the back of your master socket, (to do this, you'll need to remove those two plugs/sockets if these are supplied, from both ends of the new phone cable). Open up your master socket, & correctly wire one end of the new cable on top of those other wires within that master socket - that are also in there, & make sure not miss out any of the wires, so that there two cables that come out of the master socket, & then close it up afterwards, with one cable that goes to the phone pole, and the other cable (the new cable), that goes to your computer room. - Run the new cable possibly along your skirting boards, to your computer room, to where your computer is placed, and correctly connect it up at that end!

After I had implemented (Method a) above in my home, some several years ago, I got the "Seal Of Approval" from the BT Engineering Department, as to what I had done, after being advised by the BT Engineer, & BT had inspected my work!

Method b:- Sky Broadband Recommendations! Purchase anything from a 10 to a 50 meter RJ45 cable possibly purchased from Amazon or your online electrical store. Plug that cable into your main socket and unwind the full cable to the other end where the computer is placed, and plug that end of the cable into your computer. You'll need to obtain the right length of the space in your house for the cable to be placed from the master socket to your computer, so that you can purchase the right RJ45 cable length!

As I had implemented (Method a) in my home, by running a 20 meter phone cable directly from the back of my master socket in the living room, up into and along my ceiling, then down into my bedroom! - Results! It works perfectly just like the actual master socket!

Then connect up your PC, by the cable to that new socket in your computer room!

Thanks. Xen.

[MrMRich]

My current router results:

ADSL Link Downstream Upstream Connection Speed Line Attenuation Noise Margin

506 kbps	414 kbps
73.0db	46.4db
9.4db	11.4db

[MrMRich]

Many thanks pfeggles - it doesn't look hopeful then. I understand your frustrations.

Guess all of us with these issues must complain, organise and take action to make Sky address the problems.

Perhaps get your MP involved, contact the local press, demand reduced bills...other ideas welcome.

[pfeggles]

Don,t worry MrMRich Sky won,t have any problems getting things right to take the money out of your account,

You,v got to have a sense of humour if you are going to be a Sky customer.

   Seriously, ring them as soon as you can and insist that they improve your b/band speed immediatly, they can and will if you protest loudly enough, they improved mine to 2.4mbs, which is not great but will be ok for me, unfortunately it does,nt stay at that speed for long,  hope yours does,  good luck,  All Sky customers need it.

       pfeggles  (Peter)   (see post,  "slow speed internet  2/12/2010" )

[MrMRich]

Thanks for your message Peter. I agree - my payments are always calculated and taken at warp speed whilst they give me snail like broadband. Today, I wanted to watch a You Tube video of a BBC broadcast on World War 1 from above, but gave up after the first 7 minutes because of the constant buffering issue. Its so frustrating.

I have raised it with Sky and I'm now awaiting a response. They have previoulsy said its because of my distance from the exchange - which I acknowledge is a factor - but I have still had nearer to 1Meg at least in the past. I live on the edge of a major town not in the hills.

I was recently in the US in Stowe, Vermont. Whilst there I was able to use a free wifi connection provided by the State Tourist board to Skype to family in the UK from a mountainside in 2ft of snow! Family were really surprised when I told them I wasn't on a 'normal' hard wired phone but using the netbook mic and wifi.  Sky can't operate a call centre with 18" of the fluffy stuff!

I then watched the BBC News with no hint of buffering - all from a mountainside. In my own home.......you know the rest.

[MrMRich]

A neighbour, who is also with Sky, has been in touch to say he currently averages 780-800 kbs download speeds with 215 upload. He did get a max of 909 last Tues at 0130am! He had a BT Open Reach Engineer visit this week who got 1.1 MB with his equipment at the master socket.  He said that fibre optic should be supplied to our road end cabinet in the next month or so. But elsewhere on this forum I have noted that BTs fibre optic doesn't mean Sky speed will improve.

I also raised with Sky that they have the incorrect title for me, and they have emailed back to tell me, no my tittle( sic) is shown as Mr, and that the tittle (sic) is correct! Well I have checked my account again and my title is still listed as 'Mrs'! Three times in one email the word 'title' was spelt incorrectly. Argghhh!

[Xen-Pu+Ovid-So…]

Hi: Please also do the Test a & do the Test b just below as proof! These tests should be sent on to Sky Broadband Support possibly via their Help Site etc!

Test a) Go to BT http://www.speedtester.bt.com/ and select yes and insert your broadband phone number including the dialing code and then select GO to do your speed test. (NB This BT test can only be done once, during any hour/60 minute time period.)

Test b) Also go to thinkbroadband "Download Test Files" http://www.thinkbroadband.com/download.html and do download the 100MB file for your download test & do take a screenshot image of this test & save it as well!

While these file downloads, take an image screenshot/s of both tests - with test a & test b (use Ctrl+Print Screen) to to show the actual download speed shown in kb/sec displayed within the "download progress box" of your download, to capture these images of each download/s, while each download is actually still in progress, and save these image/s in a .jpg format for your/Sky Support records.

In order to get the correct download speed, open up your operating system calculator & input the correct kb/sec reading that you got for your download, (obtained from each test a & test b done above).

example a) Download reading obtained was 835kb/sec. With the calculator open, input the 835 reading. Hit the (*) key & input 8 (please use the figure 8 to convert/s the kb/sec into MB) & hit the = key. example a results for your download is 6680 MB/Sec.

Should your download speeds only average around 115kb/sec through to 215 kb/sec then there is something wrong as it's too slow. - You’ll then need to request for a Sky Broadband TEST Router, so that you can supply Sky Broadband with your download test results from your regular Sky Netgear/Sagem Wireless Router, & before the Sky Broadband TEST Router is delivered to you, as well as those also download tests done with the Sky Broadband TEST Router, (in which you will test your download speeds for up to a week (7) days) should Sky actually loan you one. Then after submitting these Sky TEST Router results back to Sky Broadband Support, you can return the Sky Broadband TEST Router back to Sky Broadband, & continue to use your regular Sky Netgear/Sagem Wireless Router.

With all ADSL broadband services, both the connection/s & the download speed/s are limited by both the line length and quality of your phoneline back to the exchange concerned. Until the FTTC services are fully rolled out to the entire UK, then those with long phonelines would be limited in the download speeds they can get!

After studying within these Sky forums, about Sky's slow download speeds, that having BTs fibre optic services with Sky, doesn't mean to say that Sky’s download speed/s will improve!

Although that your Unlimited Sky Broadband package does not have any download limits, it could be down to the fact that you maybe using more than one computer that is connected up to the Sky Broadband services, and therefore each computer's download abilities would be divided up between each computer in theory, but not always the case!

Example a) If there are 2000 Sky Broadband users on a given "Sky Broadband" or a given "Sky Whole Sale Broadband" Service type like "Sky Broadband Connect", and each "Sky Broadband User" starts doing their own downloads during those same hours while the others are connected, then these download speeds could quite possibly be affected by all those concerned, possibly from the local BT Exchange due to BT wholesale policies, in that these speeds could be equally divided up amongst the 2000 users that are downloading their files from the net!

In other words - quite possibly your download speeds will then average around 115kb/sec through to 215 kb/sec. Should this occur, then there is something wrong as your Sky Fibre Optics download speed/s as these are too slow. - You’ll then need to request for a Sky Broadband TEST Router, or get Sky Broadband to fix it!

Example b A desktop PC & a notebook PC, both the connections (technically) would be halved, but not always the case - in that each machine would possibly only get from a 16MB down to either a 8MB/4MB down-stream for each PC, depending upon your broadband service type, and the total number of computers connected up, due to the download file sharing of either both machines or multiple machines upon the same Sky Broadband network, and how you use each machine on the net.

If the situation is just that you only use a single machine, then you should get almost or nearly the correct top (down-stream) speeds that Sky quoted for, if you're using an RJ45 cable connection. Should you not be getting less than what you expected for your down-stream, then go to thinkbroadband & do your thinkbroadband speed tests there.

You'll then possibly need to call Sky Broadband Support on 08442414141 and select option (3) then option (1) & get these guys to sort this out for you asap! You may need to contact Sky Broadband Support via the web http://www.sky.com/helpcentre/contact-us/index.htm​l & supply your downloaded test/s results for "Sky Broadband" Support to study as well.

Your regular 8MB download speeds should average from around at least 650 kb/sec through to 850 kb/sec.

Thanks. Xen.

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If you feel I have been helpful, please click the star under my name to give me a kudos for this post, as I'll be very grateful :-)