topic Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds in Archive

Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

annelle — Sat, 19 Mar 2022 11:40:02 GMT

Good morning.

I am having the exact same issue as the user below since Friday morning after our broadband was cut off for 3 hours,

Answered: Broadband Extremely slow 3-5mb download speeds and... | Sky Community

Could someone help me please?

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

GD1 — Sat, 19 Mar 2022 11:45:54 GMT

@annelle Your router shows you are connected at 74mbps down, it also shows you are connected over wifi only. Running speed tests over wifi is using the slowest point of the network.

You would be best doing speedtests over ethernet.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

annelle — Sat, 19 Mar 2022 16:27:28 GMT

Same results.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JPR007 — Sat, 19 Mar 2022 16:48:49 GMT

@annelle That is another test over WiFi on your phone. To confirm if there is a speed issue the speed needs to be confirmed/tested on a device connected via a cable, as already stated.

Any guarantee of connection speed is not for WiFi, it's what is delivered to your router.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JMS2 — Sat, 19 Mar 2022 20:55:04 GMT

Aolso sluper slow for the last few days

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

cookiemonsteruk — Sat, 19 Mar 2022 21:00:13 GMT

@JMS2

Can you post your hub stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

That could just mean you are downloading via wifi or someone else is downloading at the same time

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JMS2 — Sat, 19 Mar 2022 21:07:21 GMT

@cookiemonsteruk

Hi, thanks for the reply

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

GD1 — Sat, 19 Mar 2022 21:09:48 GMT

@JMS2 Those are not the router stats, please check the link provided as this explains how to get the correct info..

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

cookiemonsteruk — Sat, 19 Mar 2022 21:10:34 GMT

@JMS2

You'll need to click maintenance , log in and click show statistics at the bottom of the page

Username admin

Password sky or wifi password

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JMS2 — Sat, 19 Mar 2022 21:31:09 GMT

@GD1 @cookiemonsteruk

Its not recognising my login details

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

annelle — Tue, 22 Mar 2022 10:11:48 GMT

Can a Sky employee look into this and send me a private message?

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

Desmond85 — Tue, 22 Mar 2022 22:58:23 GMT

Having exact same issue, also since Friday the 18th of March - broadband went off for about an hour at circa 1am Thursday night, and has been slow ever since. I live in a block of flats, and several neighbours who are on Sky are also having the same issue, but those on other ISP's are fine, despite the building only having Openrech cables, so it must be somethibng on Sky side.

My speed test, on ethernet, directly to Sky hub, have been consistently returning 0.6 - 1.5mpbs download speeds and full 18-19mbps upload.

Sky engineer has replaced my hub and installed brand new Openreach wall socket, but that has made no difference and the call was escalated to an Openreach engineer, who has replaced the fibre port as well as lan card in the exchange cabinet - that also has not made any difference.

The line capacity test returns full download speed, but clearly the throughput test does not. This has been now esclated to Sky network team, though I am very frustrated that I had to do a lot of persuading and explaining the difference between the line capacity and throughput test, and both engineers were suggesting an issue on my devices or the hub itself.

To sum up - the downstream link on Sky hub and BT openreach testing device has returned 75mbps downstream and 20mbps upstream, while all speedtest websites (Ookla, fast.com, Google...) are trurning between 0.6 and 1.5 mbps download speed and 18mbps upload speed.

Sky hub and Openreach test device are only testing the line capacity, they do not send any data through the physical link. The speed tests websites are sending chunks of data and are measuring the actual speed of the link and that is what the Sky support team needs to focus on - it is probably a faulty config on their side or a bad firmware on the hub, or a lan card in their bandwidth distribution center.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

annelle — Wed, 23 Mar 2022 02:02:18 GMT

@Desmond85 @JMS2 Honest to God the amount of nonsense that comes out from these "non" Sky Employees is beyond me. And on top of that you have a customer service team that does not understand basic IT terms and engineers that are going to find every single word in the IT vocabulary to put the blame on.

@GD1

1. When you get consistently 60-65mbps downloading speed and 15-20mbps uploading speed of Wifi in the router area is that using the "slowest" point of network or what?

2. When you get consistently 45-55mbps downloading speed and 10-15mbps uploading speed of Wifi in an area with a booster on is that using the "slowest" point of network or what?

@JPR007

In fact there is a Wifi Guaranteed - WiFi Guarantee | Sky Help | Sky.com so again you have absolutely no idea what you are talking about just like you are clueless about what is a reasonable difference between a broandband downloading & uploading speed and a wifi downloading & uploading.

The fact is that you have multiple Sky customers posting recently downloading & uploading speeds in which the uploading speed is not only 3/4/5 times greater than the downloading speed but also have extremely similar numbers, should have been enough of an indication that it has got absolutely nothing to do with customers and their "faulty" and "old" equipment.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JPR007 — Wed, 23 Mar 2022 08:16:05 GMT

@annelle Yes we are all talking rubbish because you are an expert on technology clearly.
Infact, if you actually read the WiFi guarantee properly, it is just a marketing gimmick. All it does is allow Sky to wash their hands and you to not pay a contract add on if you can't get a pitiful speed on a WiFi device, they won't fix anything, and it isn't counted as your connection speed.

No one is denying that there might be a speed problem, and there have been known bandwidth issues such as those being described before, but the only way they can be proven is via a cabled connection, not over WiFi as it's too unstable. The speed in the contract with Sky is for the line speed, not speeds you get over WiFi, there is no definition of "reasonable" difference, WiFi is what it is, inherently unstable because of physics, that can't be controlled or fixed.
Any problems need to be evidenced to stand a chance of getting anything done about it, with examples of router connection details and speed tests shown side by side.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

cookiemonsteruk — Wed, 23 Mar 2022 07:22:33 GMT

@annelle

"Honest to God the amount of nonsense that comes out from these "non" Sky Employees "

Thats a bit condescending

The fact remains you are above the guarantee as all isps determine it.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

GD1 — Wed, 23 Mar 2022 08:10:47 GMT

@annelle Sky employees will not message you directly. The forum has provided the correct advise, as you don't seem to think we know what we are talking about maybe you should call Sky and tell them you think they are lying?

Your router shows you are getting the correct line speed, therefore there is nothing to escalate to the Community Chat Team.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

Desmond85 — Wed, 23 Mar 2022 08:44:24 GMT

Not exactly - the Sky Hub does not show the speed of the line, but the capacity. The throughput needs to be measured by sending data through the link and Sky Hub does not do that. It checks the capacity of the line between the wall socket and the lan card in the exchange cabinet. This issue sounds more like something wrong with the backhaul on Sky side.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JMS2 — Wed, 23 Mar 2022 18:06:12 GMT

@annelle @annelle

Same for me. Mine went off for a short while around the same time and since it came back on ive had 0.44 downlaod speeds and about 18 upload.

I spoke to two people from Sky, one was totally useless, wouldnt let me get a word in edge ways and just reeled off a load of basic stuff that a 10 year old would know: make sure the position of the router is correct etc.

The second perosn was more helpful and said she was 99pc sure it was my box that was faulty and that it would cost me £39 quid to replace it. It's arriving tmw, so we'll see... Wasnt aware that coustomers had to repalce the box if it was faulty, was never the case in the past with other providers ive used. Seems like sky passes tgis cost on to the customer, whuch is nice...

If its not the box, im going to **bleep**. I work from hime and cant even do basic thginsg like downlaid a powerpoint file.

Something seems to have have happened last week that has screwed up the download speeds of a number of people. Would be great if someone from Sky would come on here and offer an expnation of what happned, they must know.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

Desmond85 — Wed, 23 Mar 2022 18:57:14 GMT

Hi @JMS2

It is unbelievable that they charged you for a new hub!

I have had a new hub and new socket installed, which did not help. Then Openreach engineer has replaced the fibre link and lan card in the exchange cabinet, and that did not help either.

Please note that all the above work has been carried out free of charge, which you should also be entitled to - this is an issue on their kit after all.

My call is now with their network team and I am expecting a call back on Sunday.

Re: Broadband Extremely slow 3-5mb download speeds and 16-18mb upload speeds

JMS2 — Wed, 23 Mar 2022 18:59:46 GMT

How long have you been with Sky? They said my box was outside of warranty