topic Re: not getting minimum guarantee speed in Broadband

not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 13:06:11 GMT

Hi,

I am using Sky broadband and not getting the minimum guarantee speed of 31.9Mbps, now they have put me into measure my internet for the next 30 days, however, I don't hold out much hope, as Sky said I am but Speedtest and Sky App say otherwise.

I was wondering can I use speedtest.net or BT Wholesale speed test or Sky App as evidence, to get out of the contract or get them to sort it out?

As you can see from BQM and F8lure, the connection doesn't look great, this is with browsing mainly

Regards,
Gaz

Re: not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 13:07:21 GMT

This morning, I had a download speed of 6.03Mbps and an upload speed of 0.24Mbps according to speedtest.net and Sky App said 6.5 Mbps

Re: not getting minimum guarantee speed

SKY1992bf — Sat, 06 Jul 2024 13:08:28 GMT

@Anonymous Sky won't accept third party readings

Re: not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 13:08:28 GMT

Between 6 and 10pm last night I was only gaming and this morning was just browsing

Re: not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 13:09:04 GMT

Not even from there own App?

Re: not getting minimum guarantee speed

cookiemonsteruk — Sat, 06 Jul 2024 13:09:42 GMT

@Anonymous

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M101474

Re: not getting minimum guarantee speed

SKY1992bf — Sat, 06 Jul 2024 13:10:32 GMT

@Anonymous Skys app is not third party, that's the only one that they will accept

Re: not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 13:13:23 GMT

Are these them?

Re: not getting minimum guarantee speed

cookiemonsteruk — Sat, 06 Jul 2024 13:21:31 GMT

@Anonymous

Could you enter your full address in the wholesale checker below and post the table after removing your address from the image

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

This should give us a better idea of how you line should perform

Re: not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 13:24:37 GMT

Re: not getting minimum guarantee speed

cookiemonsteruk — Sat, 06 Jul 2024 13:49:25 GMT

@Anonymous

Looks like a line re-sync were throughout the night the green minimum latency increased . This could be enough to drop the line and decrease your speed below your guarantee. Other than that during the period of lower minimum latency you speed is showing 35Mbps per your router

I strongly recommend you let (usually the network team) investigate in the background. They where good for me when my bqm was up the left and solved it so they are knowledgeable

Re: not getting minimum guarantee speed

Anonymous — Sat, 06 Jul 2024 14:05:06 GMT

Hi,

Thanks for the reply, however it not just today, it just not been great the past month
Below is from the 4th July, while not as bad, but everytime I go to gaming, it spikes up, regardless if that on PC or Xbox.

It is fine during the night, which isn't much good to me when I am sleeping

4th July

1st July

Regards,

Gaz

Re: not getting minimum guarantee speed

jamesn123 — Tue, 09 Jul 2024 14:43:11 GMT

@Anonymous

The BQM's are virtually pointless on Sky routers because the ping response is of least priority to Sky hubs. Therefore you are seeing 'spikes' when you are using the connection because the Sky hub is dealing with your requests first.

Re: not getting minimum guarantee speed

jamesn123 — Tue, 09 Jul 2024 14:43:55 GMT

@Anonymous

What would be useful is if you could post your router stats again but do it while you are gaming when you are noticing the issues.