topic Re: Broadband super slow in Broadband

Broadband super slow

wandahorse — Wed, 03 Jan 2024 18:34:20 GMT

Have had serious problems with my Sky Broadband Superfast, Its been very slow and I am sure that I have been missold this product, my download speed at the moment is 1.87 mbps and after talking on the phone yesterday they said that it was better now and they will monitor it. the most it has ever been is around 7Mbps but the last few months its not got to 3 mbps.

Also after checking my bill we have been paying for over 3 years for Sky Broadband Boost which I believe is for a Wifi Repeater which we have never recieved or had installed so we have been charged for a service we are not recieving so Sky have effectivly stolen over £180 from us

At the bottom of our Bill is the following, Could somebody explain what this is please.

Changes to your Sky portfolio

The following subscriptions have been added, you will be able to access content immediately or from the start of your next subscription period:

Unappointed Openreach Engineer on 02/01

Any changes to your payments will be reflected on your next bill.

Re: Broadband super slow

TimmyBGood — Wed, 03 Jan 2024 18:47:25 GMT

@wandahorse wrote:

Also after checking my bill we have been paying for over 3 years for Sky Broadband Boost which I believe is for a Wifi Repeater which we have never recieved or had installed so we have been charged for a service we are not recieving so Sky have effectivly stolen over £180 from us

'Broadband Boost' is a subscription supplement, one feature of which is the option to claim a wireless booster retrospectively under the terms of the WiFi Guarantee. No such hardware is shipped by default.

Re: Broadband super slow

mae-3 — Wed, 03 Jan 2024 18:46:34 GMT

@wandahorse

If a wired ethernet connection throughput test doesn't supply at least 9Mbps on superfast then you have a fault which should be reported to Sky for them to fix the issue.

Re: Broadband super slow

wandahorse — Wed, 03 Jan 2024 18:51:39 GMT

Thank you for the reply, we have reported this several times and they just keep fobbing us off, its a lot of money to spend a motth for something that does'nt actually work.

Re: Broadband super slow

mae-3 — Wed, 03 Jan 2024 18:54:59 GMT

@wandahorse

If you are still in contract then make an official complaint, otherwise, I'd seek a new provider that will provide the service you need for your home.

Re: Broadband super slow

wandahorse — Wed, 03 Jan 2024 18:57:58 GMT

Hi Thanks for that, Just read through the T&C's from your link it states " Then if you’re not getting 3Mb/s WiFi in every room, we’ll check the setup in your home to find the best way to fix your WiFi issue."

If the actual main broadband is less than 3Mbps than we are still paying for something that we are not getting.

Re: Broadband super slow

jamesn123 — Wed, 03 Jan 2024 18:59:25 GMT

@wandahorse

If you want the forum to take a look for you then please post your router stats along with a screenshot of speedtest taken via ethernet.

Re: Broadband super slow

mae-3 — Wed, 03 Jan 2024 19:00:59 GMT

@wandahorse

There will be a minimum guaranteed speed (MGS) of at least 10Mbps for superfast broadband which they must achieve, so that needs to be accounted for in your complaint.

Re: Broadband super slow

wandahorse — Wed, 03 Jan 2024 19:10:07 GMT

@jamesn123

Please see attached

Re: Broadband super slow

cookiemonsteruk — Wed, 03 Jan 2024 19:11:59 GMT

@wandahorse

Could you click on show statistics at the bottom of the page in the first image

Re: Broadband super slow

TimmyBGood — Wed, 03 Jan 2024 19:12:07 GMT

@mae-3 wrote:

@wandahorse

There will be a minimum guaranteed speed (MGS) of at least 10Mbps for superfast broadband

I'm not aware of any such guarantee, and towards the end of its maximum distance from the cabinet speed could be below that.

There's the Universal Service Obligation, but that's different, and Sky is not the USO provider.

Re: Broadband super slow

GD1 — Wed, 03 Jan 2024 19:12:41 GMT

@wandahorse The 1st image is not your router stats and has been rejected as it shows your public IP.

Please follow the steps on this link to the very end. https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

Re: Broadband super slow

mae-3 — Wed, 03 Jan 2024 19:14:02 GMT

@TimmyBGood

Sky uses BT Openreach and they offer the USO.

Re: Broadband super slow

wandahorse — Wed, 03 Jan 2024 19:16:10 GMT

Sorry please see statistics below

Re: Broadband super slow

TimmyBGood — Wed, 03 Jan 2024 19:18:16 GMT

@mae-3

BT Broadband (and KCOM in Hull) are the specifically named USO providers.

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-regulation/general-conditions-of-entitlement/universal-service-obligation

Re: Broadband super slow

cookiemonsteruk — Wed, 03 Jan 2024 19:18:49 GMT

@wandahorse

Could you enter your full postal address below and post the table after removing your address from the image

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

Re: Broadband super slow

mae-3 — Wed, 03 Jan 2024 19:21:41 GMT

@TimmyBGood

BT Openreach offer the USO, see https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-regulation/general-conditions-of-entitlement/universal-service-obligation

Re: Broadband super slow

wandahorse — Wed, 03 Jan 2024 19:23:49 GMT

Hi @cookiemonsteruk

Attached

Re: Broadband super slow

mae-3 — Wed, 03 Jan 2024 19:24:12 GMT

@wandahorse

You are on a long line and it has a major fault showing a raised noise margin of 16.8dB, and an appalling speed because of the fault.

Re: Broadband super slow

TimmyBGood — Wed, 03 Jan 2024 19:32:11 GMT

@mae-3

Only BT and KCOM are obliged to accept a challenge under USO: that's why Ofcom publishes their contact numbers in the USO section of their website. This is BT Broadband, not Openreach PLC (a division of BT Group).

Anyway, @wandahorse apparently has inbound double the USO, although outbound is below it.