topic Re: Got 500 MB installed, still capped at 80 ? in Broadband

Got 500 MB installed, still capped at 80 ?

J4CKO99 — Wed, 26 Feb 2025 08:29:33 GMT

The engineer came and hooked up my fibre braodband yesterday, all went well but he couldnt get a speed over 80 mb, rang OpenReach and they confirmed the instll was fine, connected the hub to the new socket to rule out the rest of the cabling in the house, same.

Its working fine but he said something aboutt he profile being capped, which OpenReach confirmed, so it looks like I am still set on the Sky systems as my previous FTTC speed.

He said I needed to contact customer service, they dont have a direct line, which is a bit poor, and off he went. He said it would likely change over to the new speed overnight, it hasnt !

Just looks like someone needs to change something at the Sky end.

Shouldnt have to have to call Sky, which is a pain to get to anyone who can help (Mother in law is with PlusNet, so much easier) have paid to upgrade and not sure why I need to intervene to get the service I ordered.

Re: Got 500 MB installed, still capped at 80 ?

Chrisee — Wed, 26 Feb 2025 08:37:38 GMT

@J4CKO99 this has been observed in the past that there can be a delay before Sky apply the correct profile to your line so check the speed again but ensure the device is either using an Ethernet connection or you are in the same room as the hub if using WiFi. I experienced this myself for a few minutes when my line went live.

If you are still definitely stuck at 80Mb/s post again and if you tag me by typing @ and choosing my.username I will get your post escalated. You can of course call Sky and assuming you get passed the bot by not accepting offers of SMS etc you will talk to one of Sky's agents.

Re: Got 500 MB installed, still capped at 80 ?

J4CKO99 — Wed, 26 Feb 2025 09:10:47 GMT

Hi, its definitely capped, the engineer confirmed this but said he cant do anything, they discussed profiles but OpenReach cant do anything, thats a Sky thing apparently.

Can see it on a Speedtest, it rises to, and sticks to the maximum which usually indicates somethign hitting an artificial threshold in my job.

Every device I run speedtest on, wired or wireless is hitting the same plateau, which feels like the previous speed but unfettered by actual, physical constrains of the copper wiring/contention, never really saw 80 plus before, so never saw it hit the limit as it couldnt, but now its lovely modern fibre it can, but its being held back.

My mobile hits the same speed, Raspberry Pi wired, Laptop wireless etc.

Thanks for the quick reply !

Re: Got 500 MB installed, still capped at 80 ?

Chrisee — Wed, 26 Feb 2025 09:43:01 GMT

@J4CKO99 I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

As I said a brief period of a slow service is not unknown but it should have switched to the full connection within minutes.

Re: Got 500 MB installed, still capped at 80 ?

J4CKO99 — Wed, 26 Feb 2025 09:58:31 GMT

Cheers Chrissee, much appreciated !

Its not the end of the world by any means but just want to close it off as done, took a while to get installed and I had to install a new cable to the router to the garage where the fibre comes in, had to go under the floor which is never a pleasant experience !

Re: Got 500 MB installed, still capped at 80 ?

Addie15 — Wed, 26 Feb 2025 11:27:11 GMT

Hi there! Thank you for escalating this. We have sent an invite to @J4CKO99.

Re: Got 500 MB installed, still capped at 80 ?

Chrisee — Wed, 26 Feb 2025 11:32:57 GMT

@J4CKO99 was tgst your choice as tgst does not sound like a normal installation.

Re: Got 500 MB installed, still capped at 80 ?

TimmyBGood — Wed, 26 Feb 2025 11:35:09 GMT

@J4CKO99 wrote:

I had to install a new cable to the router to the garage where the fibre comes in, had to go under the floor which is never a pleasant experience !

Is that over certified Cat5e (or better) pre-made ethernet cable?

Re: Got 500 MB installed, still capped at 80 ?

J4CKO99 — Wed, 26 Feb 2025 11:42:51 GMT

Hi, yeah its a pre made Cat5 cable, but the problem is the same when its right next to the cable entry point thing on another cable.

not sure what "TGST" is ?

It just plateaus, it looks like it could go much higher but is hitting a threshold, it works fine, so what the engineer said makes sense, its getting to the top value the previous package could theoretically do

Re: Got 500 MB installed, still capped at 80 ?

Doc5907 — Wed, 26 Feb 2025 13:21:20 GMT

@J4CKO99 wrote:
Hi, yeah its a pre made Cat5 cable

@J4CKO99

Cat 5 or Cat 5e ?

There is a big Difference

Re: Got 500 MB installed, still capped at 80 ?

J4CKO99 — Wed, 26 Feb 2025 13:51:22 GMT

Its a Cat5e, just checked the advert from which is was purchased, dont think you can still buy normal Cat5 easily now ?

But its not that, the Sky engineer ruled my cable out, which is a fairly long one by moving the router into the garage where the fibre comes in, using a Sky cable about a metre or less in length, and the result was exactly the same.

It hits 85 and is very stable with very little flucutation, not had any dropouts so it doesnt seem like a fault, more a configuration issue.

The engineer said there was a message from OpenReach, to that effect "ONT speed profile is incorrect" which they said was a Sky thing not an OpenReach one, guess its where your package is capped so you dont get more, or in my case, less than your contract includes.

Re: Got 500 MB installed, still capped at 80 ?

Chrisee — Wed, 26 Feb 2025 13:54:17 GMT

@J4CKO99 use the chat icon @Addie15 has added to your forum pages as Ibagree tge profile looks notvto be correctly set up. If you cant see the icon try another browser orcturn off any popup blockers etc.

Re: Got 500 MB installed, still capped at 80 ?

J4CKO99 — Wed, 26 Feb 2025 14:03:38 GMT

Chrissee, had a chat, a case has been raise and have been asked to give it 72 hours, its not critical at all as have perfectly adequate service, just want to get it sorted and am also interested in what the issue is.

Re: Got 500 MB installed, still capped at 80 ?

J4CKO99 — Thu, 27 Feb 2025 09:52:39 GMT

All sorted, spoke to a very helpful chap in tech support who had me do a factory reset ont he router and some stuff at his end, can now get 400 plus in selected places.

Need to look at aspects of my home network and router placement but at least can now get over 80, was definitely throttled previousl.

So many thanks for everyones input, especially Chrisee.

Mark