topic Wrong Minimum Guaranteed Speed in Broadband

Wrong Minimum Guaranteed Speed

Timboa — Mon, 24 Nov 2025 08:52:43 GMT

I re-contracted my TV & broadband last week (original contract had ended) but had an ongoing broadband problem at the same time which capped my line speed at 20mbps. My new contract seems to have picked that up and set the minimum guaranteed speed as 16mbps, my previous contract was 23mbps. My fault has since been fixed and speeds are back to my usual 25-26mbps, how do I get my contract updated to reflect the service & minimum guarantee I should be on? Thanks

Re: Wrong Minimum Guaranteed Speed

JimM1 — Mon, 24 Nov 2025 09:03:06 GMT

@Timboa You can't, the adjustment down to the new handback is fluid and sky use the current data available.

Re: Wrong Minimum Guaranteed Speed

Timboa — Mon, 24 Nov 2025 09:12:11 GMT

Thanks @JimM1. Does that mean that if my fault reoccurs (I've had it twice in last 12 mths) that as it results in a cap of 20mbps which is now above my new minimum, Sky won't do anything about it? If so, I'll be paying for a degraded service and not be able to do anything about it is my worry.

Re: Wrong Minimum Guaranteed Speed

TimmyBGood — Mon, 24 Nov 2025 09:12:20 GMT

@Timboa

Moving the GMDS downwards is effectively a recognition that copper circuits are going to become obsolete and Openreach really doesn't want to use resources maintaining them.

Re: Wrong Minimum Guaranteed Speed

JimM1 — Mon, 24 Nov 2025 09:20:29 GMT

@Timboa The figures you are saying and we have no idea what you have but it looks like you are connected on an old ADSL line, you can complain to sky, and you will probably find your speed is in the toilet when you get the issue anyway, they can and will get the support required to take a look at what is going on! As @TimmyBGood points out copper is slowly dying away to be replaced by Fibre but it's all time and cost managed by OR the infrastructure team!