topic Guaranteed Minimum Download Speed in Archive

Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 16:28:41 GMT

'We guarantee that if your speed falls below your Guaranteed Minimum Download Speed (that’s the speed we told you when you got your broadband) for at least three days in a row in a 30-day period, then we’ll give you money back. You need be within your minimum term but can claim up to twice.'

Have sent to sky the information

regarding the drop but keep being told that Sky Fibre Broadband Team will only be able to check the eligibility and only they can apply the refund of speed guarantee if you are eligible and they are available only through call.

Re: Guaranteed Minimum Download Speed

cookiemonsteruk — Wed, 03 Nov 2021 16:32:16 GMT

@al2512

Can you post your router stats

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

Re: Guaranteed Minimum Download Speed

JPR007 — Wed, 03 Nov 2021 16:34:40 GMT

@al2512 How are you measuring your speed, via the MySky app? And on what devices and how are said devices connected?

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 16:37:22 GMT

Re: Guaranteed Minimum Download Speed

cookiemonsteruk — Wed, 03 Nov 2021 16:38:26 GMT

@al2512

The image will just need to be moderated

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 16:39:53 GMT

Sky has resolved the speed issue but will not acknowledge the previous problem and issue a refund

Re: Guaranteed Minimum Download Speed

cookiemonsteruk — Wed, 03 Nov 2021 16:42:36 GMT

@al2512

And what is your guarantee. You are 59Mbps on a 80Mbps line. Have they recently fixed it

Re: Guaranteed Minimum Download Speed

JPR007 — Wed, 03 Nov 2021 16:44:40 GMT

@al2512 Your stats show your line speed is 59M/b, but all your traffic is over WiFi. The fault may have been fixed by Openreach before Sky knew about it, but you won't get a refund if your line speed is as it should be. Your stats show you use everything over WiFi, the speeds over WiFi do not apply to the Guaranteed minimum download speed, all that applies to is your line speed.

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 16:51:06 GMT

I sent Sky all the details before and it was Sky who arranged for open reach to attend and fix the issue

The problem happened before and I informed Sky

What is the point of having 'Guaranteed Minimum Download Speed' if it drops off for at least three days in a row in a 30-day period, then we’ll give you money back.

Re: Guaranteed Minimum Download Speed

GD1 — Wed, 03 Nov 2021 16:53:21 GMT

@al2512 wrote:
I sent Sky all the details before and it was Sky who arranged for open reach to attend and fix the issue
The problem happened before and I informed Sky
What is the point of having 'Guaranteed Minimum Download Speed' if it drops off for at least three days in a row in a 30-day period, then we’ll give you money back.

You do know you're only talking to other customers?

Re: Guaranteed Minimum Download Speed

cookiemonsteruk — Wed, 03 Nov 2021 16:54:06 GMT

@al2512

Can you run tests from your my sky app and post the details from more about your connection

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 17:08:06 GMT

I do realise that I am just wondering if anyone else has had this experience with Sky

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 17:10:31 GMT

Connection fine now but was not previously so just searching for information from anyone who had experienced this issue with Sky broadband before

Re: Guaranteed Minimum Download Speed

cookiemonsteruk — Wed, 03 Nov 2021 17:15:30 GMT

@al2512

It is not as fast as it could be is what i am saying. You line attenuations suggest you may get 80Mbps. Normally 80Mbps should have a guarantee of 55-60Mbps.

We need you minimum guaranteed speed before we can conclude that your line is fixed .

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 17:24:01 GMT

Re: Guaranteed Minimum Download Speed

cookiemonsteruk — Wed, 03 Nov 2021 17:46:53 GMT

@al2512

4Mbps above the guarantee. Not ideal

Noise margin of 6db where signs are it should be 3db and another potential 12,Mbps to come. If openreach fixed it recently then the 6db to 3db change may take a month or so. This is usually done via automatic dlm . The only way to know for sure is to contact sky both re the speed guarantee and the current speed

Re: Guaranteed Minimum Download Speed

jamesn123 — Wed, 03 Nov 2021 18:02:18 GMT

@al2512

Did you report it frome the first day or not?

The refund only applies if there is a record of the line speed being below the minimum for 3 days in a row and you reported it on the first day. A throughput issue does not count towards it

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 18:06:19 GMT

Reported it and it occurred for 7 consecutive days

Re: Guaranteed Minimum Download Speed

jamesn123 — Wed, 03 Nov 2021 18:09:24 GMT

@al2512

Does it show in the speed tracker on the online checker or is it too long ago to show now?

Re: Guaranteed Minimum Download Speed

al2512 — Wed, 03 Nov 2021 18:17:36 GMT

Too long ago but I have screenshot it