topic Re: Drop of speed. in Archive

Drop of speed.

blade44 — Wed, 03 Nov 2021 04:22:12 GMT

I’ve always had around 36mbps speed but over the last few weeks its dropped to 24mbps, having spoken to sky they are telling me that my location can only accept 25mbps and there’s nothing they can do !

I find it very strange that this has only occurred over the last few weeks when I’ve had speeds of 36mbps for over 5 years.

Any thoughts of why the sudden drop of speed?

Many thanks,

Re: Drop of speed.

cookiemonsteruk — Wed, 03 Nov 2021 05:20:16 GMT

@blade44

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: Drop of speed.

cookiemonsteruk — Wed, 03 Nov 2021 06:08:44 GMT

@blade44

Oh, and by the way could you enter you full postal address below and post the full table. This will give you the maximum attainable speed as well as other openreach data

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Drop of speed.

blade44 — Wed, 03 Nov 2021 07:33:36 GMT

Re: Drop of speed.

blade44 — Wed, 03 Nov 2021 07:36:38 GMT

Re: Drop of speed.

cookiemonsteruk — Wed, 03 Nov 2021 07:37:23 GMT

@blade44

Images need to be moderated

Re: Drop of speed.

blade44 — Wed, 03 Nov 2021 07:39:44 GMT

Ok, thank you.

Re: Drop of speed.

cookiemonsteruk — Wed, 03 Nov 2021 07:55:08 GMT

@blade44

Whilst waiting for bt wholesale what is your minimum guaranteed download ? Can you run tests from my sky app and post or copy and paste the details in more about your connection

Re: Drop of speed.

cookiemonsteruk — Wed, 03 Nov 2021 07:59:16 GMT

@blade44

Your guarantee may be below 32Mbps therefore you profile would be a 40Mbps. On saying that you may actually still be below the minimum . We need the details from more about your connection

Re: Drop of speed.

jamesn123 — Wed, 03 Nov 2021 13:25:32 GMT

@blade44

Your line shows a fault with the raised margin. I've flagged your post to Sky, lookout for an email or message on the forum

Re: Drop of speed.

dmy24 — Wed, 03 Nov 2021 13:27:23 GMT

Thank you for escalating, a chat request has now been sent 🙂

Re: Drop of speed.

blade44 — Thu, 04 Nov 2021 22:03:04 GMT

Spoken to Sky again today, they are still saying that my property will not accept no more than 25mbps so not sure where the 36mbps come from the last five years! They will not send an engineer out because there no fault that they can find.
My minimum speed is 28mbps so they said I could have a small refund because I am under the speed what they have guaranteed; they have also said I can leave at any time! Nice when I have been with them 22 years.

Re: Drop of speed.

mae-3 — Thu, 04 Nov 2021 22:25:46 GMT

@blade44

I'd give the router a reboot once just to see if the speed improves, eg: bad weather and overhead cable is the most likely reason when you rebooted the router when the router was last analysed the VDSL2 channels can cause issues. If the weather was anything like we had in Plymouth 5 days ago it was very windy and absolutely pooring down with rain. You could wait and see if DLM will do it itself and improve the speed?

Re: Drop of speed.

blade44 — Fri, 05 Nov 2021 10:31:40 GMT

I’ve rebooted the router, still no difference in speed.

Re: Drop of speed.

mae-3 — Fri, 05 Nov 2021 10:33:37 GMT

@blade44

A raised noise margin at 10dB is a clear fault, Sky should really address this issue by allocating an engineer in this case to fix the fault.

Re: Drop of speed.

blade44 — Fri, 05 Nov 2021 16:51:41 GMT

I have now spoken to them three times, they will not have it that it is a fault and will not send an engineer out!

Re: Drop of speed.

mae-3 — Fri, 05 Nov 2021 17:06:24 GMT

@blade44

Just a suggestion because you are below your minimum guaranteed speed that you raise a complaint, but be advised the usual result is that Sky releases you from the contract. Unfortunately, that won't resolve the fault because it will follow to the next internet provider but you may get more luck with a new provider in your case.

When you get released from the contract which I believe Sky has already said they'd do, do a migration to another internet provider. Then you can see if you wish to take the matter further for damages under consumer protection law if they don't award a sum fitting for the trouble you have had with the internet connection and transferring to a new provider.

Re: Drop of speed.

blade44 — Fri, 05 Nov 2021 17:10:02 GMT

Thank you, I will raise a complaint and see what happens.

Re: Drop of speed.

mae-3 — Fri, 05 Nov 2021 17:23:22 GMT

@blade44

https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/4/enacted