topic Re: Slow broadband after minimum contract period in Broadband

Slow broadband after minimum contract period

NXG — Fri, 14 Feb 2025 19:47:02 GMT

I have Sky Broadband Ultrafast+ which has always, and still does, connect at the expected 500Mbs. I had always been able to get just over 400Mbs actual usable throughput, but soon after my minimum contract period ended, and Sky were no longer required to give a minimum speed guarantee, my actual throughput has dropped to 200Mbs or lower.

Just to preempt a few queries, nothing has changed with my setup, I use wired gigabit ethernet throughout the house, no additional devices have been added, the router was replaced by Sky with an exchange box to eliminate that as a cause and my line has passed several external tests. Also, I'm a career network engineer.

I get the distinct feeling there is no fault on the line and that this is concious throttling of the line through configuration by Sky. Has anyone else experienced this?

TIA.

Re: Slow broadband after minimum contract period

Addie15 — Sat, 15 Feb 2025 09:59:35 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Slow broadband after minimum contract period

NXG — Sun, 16 Feb 2025 00:00:13 GMT

I haven't seen the "chat bubble", unless you mean the popup automated text box?

Whenever I try and talk to someone I get the runaround by the Sky IVR system then eventually get put through to someone whose only training seems to be in the use of platitudes.

I pay Sky for 500 but after the minimum contract period get 200. Seems pretty clear what's happened. Uswitch to the rescue... Different provider, same fibre, 900 with guaranteed 500 for £12/month less than I'm pay Sky for 200.

Re: Slow broadband after minimum contract period

Chrisee — Sun, 16 Feb 2025 08:01:55 GMT

@NXG there should be a brightly coloured icon on ezch forum psge click thst to start a chat with the team.

Whatever is wrong is coincidental with the end of the contract period. Technically it would be very difficult to apply limits to speeds and commercial suicide if it was possible as customers are free to move supplier so it simply doesnt happen.

Re: Slow broadband after minimum contract period

NXG — Sun, 16 Feb 2025 09:32:22 GMT

No coincidence unfortunately, a quick Google shows there are other people with the same experience.

As for applying speed limits, please don't spread misinformation, it's a basic network configuration option, not technically difficult and is applied on every circuit (either to provide the minimum guaranteed rate or cap the maximum rate to what the customr is paying for). It goes by the name of CDR (and other names) and the majority won't notice, so it frees bandwidth in the core, reducing provider costs.

Re: Slow broadband after minimum contract period

TimmyBGood — Sun, 16 Feb 2025 09:39:16 GMT

@NXG wrote:

No coincidence unfortunately, a quick Google shows there are other people with the same experience.

With tens of millions of households using broadband (six million through Sky alone), every possible situation has 'other people with the same experience'.

Broadband is heavily regulated, and Ofcom would not tolerate such a tactic.

Re: Slow broadband after minimum contract period

NXG — Sun, 16 Feb 2025 20:06:25 GMT

Would love to get into the specifics around that regulatory generalisation, but I'd prefer to get feeback on my original query, though probably not urgent as I'm almost certainly binning Sky broadband in favour of a better provider (this isn't just my opiion, check the ratings; in a recent Which? survey Sky don't even feature in the top 10).

Re: Slow broadband after minimum contract period

Addie15 — Tue, 18 Feb 2025 10:50:18 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Slow broadband after minimum contract period

NXG — Tue, 18 Feb 2025 11:03:23 GMT

I didn't get the invite.

Re: Slow broadband after minimum contract period

Chrisee — Tue, 18 Feb 2025 11:23:03 GMT

@NXG as I posted you needed to usectge chat icon in the forum but its possible you have pop=up blocker or similar thst stopedd the display. However suggest you call Sky as that will be quicker.