topic Not getting my speed in Broadband

Not getting my speed

Soph-Kilo — Fri, 09 Aug 2024 15:40:28 GMT

Hello can someone advise please, mysky is showing a problem in that i am not getting the speed i should.

i should be getting 35mbps but the app is reporting an issue and i am only getting 28mbps.

i have gone through all the tests but its still reporting lower speeds.
it says it should improve in 7 days, however it has been like this for 30days.

ive had an email saying i can end my contract without any penalty charges.

i would just like the problem sorted out rather than leaving.

i upgraded to their fasted wifi router (the white one) this didnt improve my wifi now i have speed problems.

could someone kindly advise, i am not a tech person so be gentle in your replys..

thank you sophie

Re: Not getting my speed

Jynxy — Fri, 09 Aug 2024 15:42:32 GMT

call sky and have then run line tests, they may find a fault on the the line.

Re: Not getting my speed

Soph-Kilo — Fri, 09 Aug 2024 19:52:22 GMT

I have finally got through to sky after 44 minutes, they are sending an enginner out.

But after reading reviews about the white sky max hub, it seems lots of people are having problems with slow speeds.
That seems to tie in as i upgraded about 4/5 weeks ago and the last 30 days my speed is slower.

Can i ask sky to send me the old style router back out, sky max is rubbish.

Re: Not getting my speed

TimmyBGood — Fri, 09 Aug 2024 21:01:38 GMT

@Soph-Kilo wrote:

ive had an email saying i can end my contract without any penalty charges.

i would just like the problem sorted out rather than leaving.

The email indicates that Sky has no confidence in Openreach resolving the issue: realistically they are reducing investment in the copper network during the transition to FTTP.

However you shouldn't have been charged to move to Max: the change in Hub cannot improve the condition of a copper line.

Re: Not getting my speed

Soph-Kilo — Mon, 12 Aug 2024 19:25:14 GMT

Well I think I've had it with sky, spoke with a guy yesterday about leaving.

They offered me superfast broadband with the max router etc etc.

Said it should be on today, however I am only getting a speed of 34 instead off 60 to 70, I've unplugged my router and left for 10 minutes but still only getting 30 to 34

This is a joke, the max router is scrap and I am not getting what I was told.

I am thinking about swapping now to zen Internet, had enough of sky..

Re: Not getting my speed

TimmyBGood — Mon, 12 Aug 2024 19:40:07 GMT

@Soph-Kilo

In your first post, you said you should be getting 35Mbs, and now the Max Hub is delivering something close to that.

As I stated earlier, no router can make up for a poor phone line.

Re: Not getting my speed

TimmyBGood — Mon, 12 Aug 2024 19:38:48 GMT

@Soph-Kilo wrote:

I am thinking about swapping now to zen Internet, had enough of sky..

Note that any other ISP using the Openreach copper network will encounter exactly the same issue.

Re: Not getting my speed

Soph-Kilo — Mon, 12 Aug 2024 19:58:42 GMT

Yes originally I was only getting a slow speed instead of 35mbps, an engineer came out sunday and got my speed back up, after speaking with sky yesterday as I had the right to cancel my contract, they offered me superfast 60 to 70 mbps for less money than I am paying, however today when I should be getting the faster speeds I am not.

If I can't get 70mbps over copper line then sky shouldn't have sold me this package.

Re: Not getting my speed

TimmyBGood — Mon, 12 Aug 2024 20:46:16 GMT

@Soph-Kilo wrote:

If I can't get 70mbps over copper line then sky shouldn't have sold me this package.

All FTTC is 'up to' either 40Mbs or 80Mbs, because those are the only two wholesale bands available. If your line cannot support above around 50Mbs then you should only be offered a 40/10 service, by any ISP.

However, 80/20, even if actually unachievable, may well be cheaper than 40/10 thanks to the oddities of wholesale pricing.

Again, no ISP can magically transform dodgy Openreach copper into something better: only the arrival of the national FTTP rollout in your area can do that.

Re: Not getting my speed

Soph-Kilo — Tue, 13 Aug 2024 08:12:32 GMT

Thank you all for your advice, I think if these speeds are not achievable then the sales people shouldn't offer me deal, I am not a tech person so have to rely on what I am told/offered.

When I put my postcode in the search it says I can get superfast between 60 & 80, my next door neighbour is with BT, he achieves around 72mbps..

Again thank you all for your advice.. Sophie

Re: Not getting my speed

Soph-Kilo — Tue, 13 Aug 2024 09:07:34 GMT

Finally sorted the problem myself, logged into the hub and did a factory reset.

I am now getting speeds of 73mpbs.

If only I'd have known this before, my neighbour told me just login and reset 👍