topic No connection or extremely slow speed in Broadband

No connection or extremely slow speed

Hards05 — Fri, 12 Apr 2024 16:11:06 GMT

Over the past couple of days I've either had no connection or if i am connected I'm getting a max speed of 1mb.

what the hell is going on? How does this get fixed? It's extremely frustrating and Skys "help" is literally just turn it off and on again.

Re: No connection or extremely slow speed

Highlinder — Fri, 12 Apr 2024 16:16:35 GMT

@Hards05 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101474

Re: No connection or extremely slow speed

Hards05 — Fri, 12 Apr 2024 16:36:19 GMT

Re: No connection or extremely slow speed

Highlinder — Fri, 12 Apr 2024 18:14:20 GMT

@Hards05 How long have you been with Sky and when joining what speed did they quote you should get. As your upload speed is far greater than your download speed and this is something that should never happen.

Re: No connection or extremely slow speed

Earvin — Fri, 12 Apr 2024 18:19:24 GMT

No connection when i came back from work at 630pm today. LOS light is red and no light on PON.

I'm living in Leicester

Re: No connection or extremely slow speed

Hards05 — Fri, 12 Apr 2024 18:19:36 GMT

Guaranteed minimum download speed: 22.5Mb/s and usually average about 27mb/s

Been with them for about 11 months without any problems really until now.

Re: No connection or extremely slow speed

Highlinder — Fri, 12 Apr 2024 18:23:13 GMT

@Earvin Are you able to report this external fault to Sky?

Re: No connection or extremely slow speed

Highlinder — Fri, 12 Apr 2024 18:24:16 GMT

@Hards05 Have you tried to run the broadband test to see if it finds anything wrong and this would let you book an engineer. Can you try this please using the link below.

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

it sRe: No connection or extremely slow speed

Hards05 — Fri, 12 Apr 2024 18:50:57 GMT

I've done it multiple times and sometimes it says there's a problem but other times it says it's fine. I guess I'll have to call them.

Re: No connection or extremely slow speed

Highlinder — Sat, 13 Apr 2024 07:47:05 GMT

@Hards05 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

it sRe: No connection or extremely slow speed

Tom-W19 — Sat, 13 Apr 2024 08:59:00 GMT

Thanks for escalating. We've sent an invite to @Hards05.

Re: No connection or extremely slow speed

Hards05 — Mon, 15 Apr 2024 12:26:09 GMT

Update: Had Openreach engineer round who did his stuff but whilst the connection is stable and connecting isn't an issue, I still have extremely slow speeds.

The weird part is that the Sky Hub diagnostics show a much better download speed as shown below yet when I perform an online speed test it is still sitting at around 1-2mbps

Re: No connection or extremely slow speed

Anonymous — Mon, 15 Apr 2024 16:05:06 GMT

@Hards05 @How are you doing the speed test? If you are doing it on a device using WiFi it can be unreliable. Any number of factors can degrade a WiFi signal.

Ideally you should test using a device connected to the hub via Ethernet to get a more accurate reading.

Re: No connection or extremely slow speed

Hards05 — Mon, 15 Apr 2024 16:07:14 GMT

Thanks everyone for the help.

The issue has now been resolved and I have full speed back 🙂