topic Broadband speed consistently below minimum guaranteed in Archive

Broadband speed consistently below minimum guaranteed

dukescot — Thu, 16 Sep 2021 14:52:46 GMT

Hi,

As per the title I have consistently been getting 27mbits/s as opposed to the 32 I've been guaranteed. The data comes from logging in to the router via 192.168.0.1 and checking it there. Today it's way down at 6 which to be fair is pretty unusual. The fact is though, that I've very rarely hit the minimum target. I've had a sky engineer out previously who, after plugging in a handset both where the router is and where the line comes into the house, found the noise on the line was not caused by anything in the house but was external. He told me to wait 7 days to see if it cleared but it never has improved.

Today's stats

Router Statistics
System Up Time: 158:00:16
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 2915121 4190600 0 11495 4670 18:05:42
LAN Up 4430728 1634175 0 608148 32890 158:00:16
WLAN (2.4 GHz) Up 10654071 5062773 0 87O 173 157:58:41
WLAN (5 GHz) Up 10201071 3280883 0 6762 2528 157:58:29
Broadband Link Downstream Upstream
Connection Speed (Kbps) 6314 4394
Line Attenuation (dB) DS1:16.5 DS2:42.5 DS3:64.8 US0:7.7 US1:35.2 US2:52.8
Noise Margin (dB) DS1:26.5 DS2:26.4 DS3:0.0 US0:15.2 US1:11.2 US2:6.0

I'd appreciate it if someone could escalate this up the line to get openreach to take a look at the line and hopefully resolve things.

Thanks,

Robert Leitch

Re: Broadband speed consistently below minimum guaranteed

Highlinder — Thu, 16 Sep 2021 14:55:14 GMT

@dukescotAre you able to run the broadband test, there is a fault there and just want to see if you are able to run the test and book an engineer.

The broadband test can be run via the Sky app on mobile data or use the link below.

https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If an external fault is found it should let you book that engineer, if the test can't complete come back let us know.

Re: Broadband speed consistently below minimum guaranteed

dukescot — Thu, 16 Sep 2021 18:48:53 GMT

Hi,

I did run the test, twice. Last night and today. Last night there was mention of an engineer but I was pushed for time going out so couldn't follow through. Today there was mention of a fault but that it would probably correct itself in 7 days and no engineer visit would be possible.

The speed I've been getting consistently has been going on for the last 18 months or more but I've put off dealing with it because of the covid thing and didn't want to call anyone out as I was initially sheilding. I'm now in a position where it's not just the speed but the broadband is also cutting out on me from time to time.

Re: Broadband speed consistently below minimum guaranteed

Highlinder — Thu, 16 Sep 2021 19:07:54 GMT

@dukescot I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. They should be in contact tomorrow.

You will find more information about this process in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Broadband speed consistently below minimum guaranteed

Greenfingers001 — Fri, 17 Sep 2021 07:57:21 GMT

Thanks for escalating this. We have now sent an invite to chat 🙂