New contract: new problems!

[LewyWatson]

Hi all, 

I renewed my sky broadband contract to take effect from 1/1/2022. Prior to this I had ZERO issues. I played on my computer, the kids played their switches and my partner would watch things online with 0 problems. 

Now recently, I have been experiencing mini drop outs, ping spikes and the internet in general is DISGUSTINGLY slow. Test my connection online with Sky and they said connection is good, with 0 way to contact or complain about it. I renewed purely because it was stable for me all last year but it feels since they've got me tied in again, something has went wrong during the renewal process and it's been a nightmare to live with... 

[JPR007]

@LewyWatson How are you using said devices, via WiFi or are they cabled?

If you could post your router stats it could indicate a potential line fault.

Believe it or not, Sky don't purposely flick a switch once you agree to an 18 month contract to give you awful broadband and give themselves bad press and potentially cause themselves bills with compensation or costs of calling out Openreach.

It'll be either a line fault has developed, or a WiFi issue I suspect.

[LewyWatson]

@JPR007 Hi, I have my computer set up via TP Links and everything else via WiFi. 

How do I post my router stats?

It's just confusing as the only thing that's changed is my contract. They even charged me a set up fee, I have the same hub, same cables and literally nothing else has changed. Bit bizarre! 

[Skull+Treaty]

@LewyWatson 
Posting your router stats can be done following the information in this link

[JPR007]

@LewyWatson It's more than likely WiFi interference has started to stick its nose in.

With any ISP, the speed and any subsequent guarantees are only up to the router (and any Speedtest are only valid if done on a device connected via Ethernet). We ask for the router stats as these can indicate if it's a line fault causing problems. 

Trouble is with WiFi is it can work fine for days/weeks/years, then all of a sudden it won't. It is the nature of the technology. The more devices you connect to it, the slower it gets as well. 

[LewyWatson]

 

[LewyWatson]

Thanks! I copied and pasted but it just kept giving me a bunch of errors when I tried to post it here. 

I tried a screenshot but I don't think that worked.

[mae-3]

@LewyWatson 

The broadband connection is on an 80/20Mbps profile but the speed is below 40Mbps downstream with a slightly raised noise margin but more importantly, the downstream speed is below your guaranteed minimum speed at a speed of only 32.4Mbps. Either run a line test or call Sky directly to get an engineer allocated to investigate the line fault to the cabinet.

[JPR007]

@LewyWatson Look out for a blue chat bubble on here, I've flagged the post for escalation 🤓

@mae-3 to the rescue again😆

[Lisa-P1987]

Thank you for escalating this. We have now sent an invite to chat 🙂

[LewyWatson]

Got an engineer booked for Monday so hopefully the issue can be resolved then! Thanks for your help.

[JPR007]

@LewyWatson Let us know how you get on👍🤓

[Mr+Flibbles+86]

Update – Thanks for chatting to us. Unfortunately there was no response in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[LewyWatson]

Engineer came this morning and changed out my hub and socket. 

Speed had been capped at 29.9999 for a while. Been uncapped now and running at 46 download. Escalated to openreach as they believe the speeds could be upped by a further 10-20mb. Good news!

[cookiemonsteruk]

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@LewyWatson wrote:

Engineer came this morning and changed out my hub and socket. 

Speed had been capped at 29.9999 for a while. Been uncapped now and running at 46 download. Escalated to openreach as they believe the speeds could be upped by a further 10-20mb. Good news!

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@LewyWatson that should automatically happen over the next 10 days or so .

Post your stats again for a current snapshot