topic Re: Speed to Hub in Broadband

Speed to Hub

mloughlin — Sat, 18 May 2024 19:14:33 GMT

Hello!

I've been a sky customer for sometime, my guarenteed download speed is around 54Mb/s but I've been constantly getting around 35-39Mb/s.

I suspect openreach are to blame, is there anything I can do?

Re: Speed to Hub

mloughlin — Sat, 18 May 2024 20:10:45 GMT

Re: Speed to Hub

Chrisee — Sun, 19 May 2024 07:25:16 GMT

@mloughlin there does appear to be a mismatch between your hub's current performance and the line's potential speed which needs investigating so I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

There are several potential causes including an issue with the connection in your home but it needs checking out.

Re: Speed to Hub

Addie15 — Sun, 19 May 2024 09:54:28 GMT

Hi there! Thank you for escalating this. We have sent an invite to @mloughlin.

Re: Speed to Hub

Lisa-P1987 — Sun, 26 May 2024 07:15:18 GMT

Thanks for chatting to us @mloughlin . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Speed to Hub

mloughlin — Sun, 26 May 2024 08:25:25 GMT

Hello,

im not sure what you mean? An engineer has been booked to come provide some answers on Tuesday. Still very much need help on the issue.

mike

Re: Speed to Hub

mloughlin — Sun, 26 May 2024 12:40:01 GMT

@Lisa-P1987 Would you mind confirming my case is still open? Would hate to think the engineer visit would be cancelled as I do still require help.

Re: Speed to Hub

TimmyBGood — Sun, 26 May 2024 12:46:12 GMT

@mloughlin

Only the chat invitation will have been closed: that's completely independent of any booked visit.

Re: Speed to Hub

mloughlin — Sun, 26 May 2024 12:47:22 GMT

@TimmyBGood Thanks for the info!

Re: Speed to Hub

mloughlin — Tue, 28 May 2024 14:17:23 GMT

Hello!

Openreach engineer came out, said line from exchange, cabinate, and distribution all look good. We did find a sneaky tap in the house which he removed, and cleared the error it was causing on the line.

Connection is still sitting around 36Mbps. My assumption is it will take a couple of days for the the line to start picking up speed. Is there anything else I can do?

Thanks in advanced

Re: Speed to Hub

mloughlin — Wed, 29 May 2024 16:20:42 GMT

Hey @Addie15 or @Lisa-P1987

Is anyone able to help? I'm not seeing any improvements in speed yet?

Re: Speed to Hub

mloughlin — Sat, 01 Jun 2024 18:30:28 GMT

Hello again,

Do you think it's possible to open another chat with someone to take another look at my speed issue?

Openreach engineer did a great job, removed the tap and error from the line. Still seeing a low speed.

Kind thanks

Re: Speed to Hub

jamesn123 — Tue, 04 Jun 2024 11:29:52 GMT

@mloughlin

Your downstream speed is still way too low for what it should be on a line with that attenuation. You will likely need another engineer visit to have it looked at

Re: Speed to Hub

mloughlin — Tue, 04 Jun 2024 12:23:20 GMT

@jamesn123

I agree would love to have someone at sky start a chat session so I can get things sorted...

Re: Speed to Hub

jamesn123 — Tue, 04 Jun 2024 12:27:52 GMT

@mloughlin

I have escalated your post, look out for a message

Re: Speed to Hub

Tom-W19 — Tue, 04 Jun 2024 12:34:13 GMT

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