After multiple OpenReach issues, I'm still getting low speeds

[bokkie79]

I'm at my wits' end. I know this is a long post but I really need advice.

I've posted here numerous times over the past year but let me summarise: last March I upgraded to Sky Superfast. I was getting around 20mbps, despite the guaranteed minimum of 51mbps.

After a few months I complained and they sent out a BT OpenReach engineer who visited, and afterwards I was getting around 55mbps... until the next day, when it dropped down to 36mpbs.

I called again, an OpenReach engineer visited again, and once again he got my speed up to 55mbps. Again, however, the very next day this was back to 36mbps.

It turns out that, for some reason, I was getting taken off the 80/20 provision and placed on the 40/10 provision. Numerous calls to Sky later and I was none the wiser; Sky blamed BT, BT said it was Sky doing the provision capping.

A third OpenReach engineer came out, and once again he got my speed to 55mbps. This time it lasted a few days before dropping back down to 36mbps.

I decided I'd just live with the 36mbps, even though I'm paying for a minimum 51mbps line. There are greater tragedies in life.

However, for the past week I've had numerous issues again. The line drops every couple of days both in terms of speed drops (down to around 3mbps) and also occasional total losses of connection.

My overall speed, when things are working, has now seemingly permanently dropped to around 24mbps.

An OpenReach engineer came out here on Wednesday. He spend around four hours working outside (he said he did find and fix some faults) and also came inside twice to check my socket and connection. He got the connection back up to 55mbps and said everything looked okay, but of course the very next morning I was down to 24mbps again.

I don't know what to do anymore. I'm working from home and the difference between my previous 36mbps and the speed now is actually affecting my VPN access to work because my work is graphics-intensive. I'm also finding that streaming films and whatnot is occasionally stopping to buffer, which is annoying. I was willing to compromise on the 36mbps, but this apparent new speed now of 24mbps is not good enough. I'm tired of Sky saying they can't find a fault with the line.

I've tried three different routers (two Q routers, and a TP-Link router), different ADSL cables, I've tried disconnecting all devices to test if any of them are causing problems; I've basically tried everything I can on my end to ensure there's no issues. My work computer is wired directly to the router via ethernet, and I'm getting consistent speeds via both ethernet and the WIFI network. The internet is working, it's just not fast.

I'm tired of calling Sky and hearing that Mad Men music for half an hour. I don't know what to do anymore. I'm fed up.

My Sky Q router stats:

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 6831 7157 0 0 0 00:13:04 LAN Up 7785 4829 0 0 0 00:14:31 WLAN (2.4 GHz) Up 3604 656 0 0 0 00:13:07 WLAN (5 GHz) Up 3668 2033 0 0 0 00:13:00

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 27398 6000 Line Attenuation (dB) DS1:10.1    DS2:22.0    DS3:33.8 US0:5.8    US1:19.3    US2:27.0 Noise Margin (dB) DS1:16.4    DS2:16.4    DS3:16.4 US0:17.8    US1:19.0    US2:18.7

[mae-3 · Accepted solution]

@bokkie79 

Well, you have a broadband line or DSLAM fault as the noise margin is excessively high and downstream & upstream speed accordingly impacted.

The only thing you can do is get BT  Openreach out again to investigate and fix the fault external to your premises which will require you to contact Sky again.

[lettice]

I've escalated this to Sky and they might be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

[bokkie79]

Thanks for the info. I'll write this down to mention when I speak to Sky. 

[bokkie79]

@lettice Thanks, I've received a message from them. Hopefully we can sort this out for once and for all. 

[Mags616]

I'm having this exact same issue, I've had countless engineers out, stays stable for a couple of days and then back to shocking speeds and constant drop outs.

I've now found that my 4th LAN socket on the router doesn't work so yet another waste of my life calling Sky for yet probably another buck passed to BT.