topic Re: Contract Speed in Broadband

Contract Speed

Claire+Stones — Sat, 05 Jul 2025 20:09:41 GMT

Hi. Our broadband Contract speed is 500, the actual speed shows as no more than 145. I've done the service checker and it says ok. Could you please advise. Thank you Claire

Re: Contract Speed

JimM1 — Sat, 05 Jul 2025 20:20:11 GMT

@Claire+Stones Service checker shows you the daily and the average speed for 30 day's of history so what does it show you!

Re: Contract Speed

Claire+Stones — Sat, 05 Jul 2025 20:22:51 GMT

147!

Re: Contract Speed

JimM1 — Sat, 05 Jul 2025 20:27:23 GMT

@Claire+Stones Every day for the 30 day's?

looks like this!

Re: Contract Speed

Claire+Stones — Sat, 05 Jul 2025 20:28:01 GMT

Yes. Speed history is only showing 19 days. Average 148

Re: Contract Speed

JimM1 — Sat, 05 Jul 2025 20:30:24 GMT

@Claire+Stones Where you ever on a FF150 package then upgraded to the FF500?

Re: Contract Speed

Chrisee — Sun, 06 Jul 2025 06:21:46 GMT

@Claire+Stones you need tomspeak to Sky as the system does appear to have you on the 150Mb/s package not the 500Mb/s you think you are paying for. Otherwise the app would pick up you are below the contractual minimum speed for the 500Mb/s product which is 300Mb/s. Full fibre has no speed loss due to line length and while speeds to the hub can vary due to contention that amount of loss is really odd.

To speed this up for you 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.

Re: Contract Speed

JimM1 — Sun, 06 Jul 2025 07:17:51 GMT

Edited:- Not required!

Re: Contract Speed

Chrisee — Sun, 06 Jul 2025 06:51:02 GMT

@JimM1 Not sure what your point is but where the speed test is recording speeds below the contractual minimum Sky set the app should offer help but doesnt appear to be doing so. That implies the customer is on the wrong package which is something the community escalation team can help,with but the community members can't.

Re: Contract Speed

JimM1 — Sun, 06 Jul 2025 07:15:03 GMT

Edited:- Not required!

Re: Contract Speed

Addie15 — Sun, 06 Jul 2025 06:59:49 GMT

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

Re: Contract Speed

Chrisee — Sun, 06 Jul 2025 07:13:39 GMT

@JimM1 my mistake it is 400Mb/s.

Re: Contract Speed

Claire+Stones — Sun, 06 Jul 2025 07:36:05 GMT

Thank you all. Yes we did upgrade. I've checked the contract and we're definitely posting for 500

That's been really helpful. I will call them today.