topic Re: Superfast Speed Lower than advertised in Broadband

Superfast Speed Lower than advertised

davester2k — Fri, 22 Dec 2023 11:39:11 GMT

I've been with Sky a few months now having switched from Vodafone.

When I signed up, the availability checker gave me an estimated download speed of 46-52 Mb/s and a supposed Minimum speed guarantee of 42 Mb/s.

The reality is that the actual speed to the hub is 18.7 Mb/s currently and the Minimum speed guarantee is only 12 Mb/s.

This looks like blatent mis-selling.. I also note that the availability checker still quotes the same speeds.

Any ideas what I can do?

Re: Superfast Speed Lower than advertised

mae-3 — Fri, 22 Dec 2023 13:32:17 GMT

@davester2k

It is actually what the contract states as the minimum guarantee speed (MGS) that's important. If you are still in the cooling-off period then you can cancel the contract without penalty. Otherwise, you are stuck in a contract with the speeds specified in the contract.

Re: Superfast Speed Lower than advertised

Laing1 — Fri, 22 Dec 2023 18:53:22 GMT

@davester2k can you post your router stats see link below on how to do this

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M312513

Re: Superfast Speed Lower than advertised

davester2k — Sun, 24 Dec 2023 16:41:01 GMT

Re: Superfast Speed Lower than advertised

davester2k — Sun, 24 Dec 2023 16:41:46 GMT

Hi there, see above for the stats.

Re: Superfast Speed Lower than advertised

mae-3 — Sun, 24 Dec 2023 16:43:10 GMT

@davester2k

Just waiting for the screenshot to be approved which takes a little time for the power to be...

Re: Superfast Speed Lower than advertised

JimM1 — Sun, 24 Dec 2023 17:45:13 GMT

@davester2k @mae-3

I will let mae-3 explain your hub issues with regards to what he see's from your stats,

At the point of capture, if you look at the Rx b/s you will see that the download at this snap

point is at 20Mb/s and over the 5Ghz wifi, hub issue with displaying figure so Tx b/s will be showing

that false value of 0, only shows for 8-12hrs after reset, quirk of the hub.

Re: Superfast Speed Lower than advertised

mae-3 — Sun, 24 Dec 2023 17:53:52 GMT

@davester2k

The router stats are showing a 22.4Mbps downstream currently it could be a much higher speed depending on the service profile you are subscribed to which looks like a 40/10Mbps profile.

With those router stats, it should easily support the max speed for that profile being 40/10Mbps but there is a fault on the broadband line showing a fault with reduced broadband speed below 40/10Mbps of 22.4Mbps.

Recommend you report the fault to Sky...

Re: Superfast Speed Lower than advertised

mae-3 — Sun, 24 Dec 2023 17:56:10 GMT

@davester2k

And you are on the wrong profile should be 80/20Mbps but you won't achieve the high speeds until the fault is fixed.

Re: Superfast Speed Lower than advertised

JimM1 — Mon, 25 Dec 2023 08:01:54 GMT

@mae-3

Can you possibly clarify something for me, as i was having issue's with Broadband to home for nearly

a year before getting sorted by Sky/Openreach.

My profile is 40/10 and is at present working reasonable getting 36/9 range when speed testing etc.

When openreach engineer said you can get faster ie 80/20 i thought, strange DSL checker does not say, and i am on FTTC approx 6-800M from my box and i do know were it is.

The issues i have and think is Virgin Media forced there fibre all through the BT ducting, so suspect

that they have disturbed doing all this work, My last fix was DSL reset, and possible cable connection checks, taking 2 seperate visit's by OR contractors, but you never find out what happens....

Now that it is working and i say (reasonable do not touch and pray it stay's and the telephone does not get too noisy to hear)

You know it's like the world comes to an end when the broadband does not work, but i just take the chill pill and try to relax

Have a wonderfull xmas and all the joy's that go with....

Re: Superfast Speed Lower than advertised

davester2k — Fri, 29 Dec 2023 09:26:40 GMT

Morning all.

I did report the issue to Sky and the engineer has been round this morning.

Unfortunately, he wasn't able to help and said the situation was rather odd. His tests indicated the line could support a 97Mb/s connection but was capped down to 35Mb/S and the speeds of all the Sky products Superfast 35 and Superfast are now all quoted as the same (this has changed since last week).

It also appears that since I checked a week ago that Openreach have updated their own data to suggest the line will only support 35 Mb/s.

Something is obviously going on in the local area.....is it possible to get this elevated to Openreach?

Re: Superfast Speed Lower than advertised

mae-3 — Fri, 29 Dec 2023 09:31:38 GMT

@davester2k

Can you post your router stats again?

Re: Superfast Speed Lower than advertised

davester2k — Fri, 29 Dec 2023 10:00:13 GMT

Here you go. 😀

Re: Superfast Speed Lower than advertised

TimmyBGood — Fri, 29 Dec 2023 10:11:34 GMT

@davester2k wrote:

Something is obviously going on in the local area.....is it possible to get this elevated to Openreach?

Probably not: if Openreach now declare 35Mbs to be the maximum supported speed then ISPs can adjust their guaranteed minimum accordingly.

I'd observe that Openreach are increasingly reluctant to expend resources on the remaining copper network rather than redeploying them for fibre rollout.

Re: Superfast Speed Lower than advertised

mae-3 — Fri, 29 Dec 2023 10:16:01 GMT

@davester2k

The router stats still show a fault and you aren't even achieving a speed of 35Mbps, it needs to go back to Sky for another engineer visit to fix the fault.

Re: Superfast Speed Lower than advertised

davester2k — Fri, 29 Dec 2023 10:38:47 GMT

The engineer was quite adamant that there was no fault on the line though.

Re: Superfast Speed Lower than advertised

mae-3 — Fri, 29 Dec 2023 10:41:56 GMT

@davester2k

The engineer is wrong there is a raised noise margin above 20dB and the speed is capped at 27Mbps, do you have any unusual cabling going to the telephone socket that feeds the router?

Re: Superfast Speed Lower than advertised

davester2k — Fri, 29 Dec 2023 10:43:58 GMT

The engineer did say that the cable to the master socket is an extension cable, rather than the incoming one.

He also said that's not unusual.

Re: Superfast Speed Lower than advertised

mae-3 — Fri, 29 Dec 2023 10:46:31 GMT

@davester2k

The router should always be plugged into the master socket, the fault is likely with the extension socket wiring that is causing the issue which is your responsibility.

Re: Superfast Speed Lower than advertised

davester2k — Fri, 29 Dec 2023 10:49:38 GMT

That's the strange thing.....it is the master socket. but it's on extension wiring apparantly.