Sky not giving me the full line speed?

[jude73]

I have had Sky Superfast broadband  for the last couple of years & get average speeds of around 39 Mbps

I've just come to the end of my contract & went onto the Sky website via a private browsing session to see what new customers would be offered etc. When I put in my exact address it said I could only get Sky Superfast but with speeds of 50-68 Mbps estimated & 45 Mbps guaranteed.

I did a webchat with an advisor & they quoted the same speeds. I asked why I only get 39 Mbps & they said I'd need to speak to Broadband support. 

The deal I was offered was ok price wise so I agreed to proceed but when I got the confirmation email it said the download speed estimate would be 36.1 and 37.0 Mbps (which is what it was on the last contract).

I know my next door neighbour who is also on Sky gets faster speeds as does the other neighbour on BT as I've done a speedcheck in their houses so is Sky trying limit my line speed & how do I get them to increase the speed I have available?

[GD1]

@jude73  For the forum to help please post your router stats https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

[jude73]

[jude73]

Router Statistics
System Up Time: 670:39:51
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 50680298 75728495 0 143782 696255 670:38:42
LAN Down 0 0 0 0 0 00:00:00
WLAN (2.4 GHz) Up 45851522 26752897 110 1294935 172762 670:38:13
WLAN (5 GHz) Up 45953415 30511588 0 5158 3832 670:38:01
Broadband Link Downstream Upstream
Connection Speed (Kbps) 39998 9995
Line Attenuation (dB) DS1:13.0 DS2:30.6 DS3:46.1 US0:7.0 US1:26.4 US2:38.6
Noise Margin (dB) DS1:16.8 DS2:16.8 DS3:16.8 US0:14.6 US1:13.0 US2:11.2

[jamesn123]

@jude73 

As well as your stats can you please go to this website, use the address checker and post the results here

[cookiemonsteruk]

@jude73 

You have raised noise margins indicating a line fault down stream and also you upstream looks low

Can you run tests on your my sky app and post the details in more about your connection

[jamesn123]

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@cookiemonsteruk wrote:

@jude73 

You have raised noise margins indicating a line fault down stream and also you upstream looks low

Can you run tests on your my sky app and post the details in more about your connection

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There is no fault its a 40/10 line. Its artifically limited

[cookiemonsteruk]

@jamesn123 

Thought that was only when guarantee was under 32Mbps. Didn't think you could choose it on fttc

[jude73]

@jamesn123 

Moderation note: image hidden as it contains personal information (home address)

[jamesn123]

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@cookiemonsteruk wrote:

@jamesn123 

Thought that was only when guarantee was under 32Mbps. Didn't think you could choose it on fttc

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Reading the original post it looks to be a Sky admin issue putting the line on a lower profile than it should. Sky are quoting a line speed of 37mbps but the wholesale checker is showing up to 74. Its defiently been put on the 40/10 profile for whatever reason

[jamesn123]

@jude73 

Thanks for the screenshot. That does show that you should be on the higher tier speed profile. In your account what is the name of the broadband package you are on and what does the speed estimates say?

[jude73]

@jamesn123 

If it is a Sky Admin issue then how can I get thme to put me on the correct profile?

[jude73]

@jamesn123 

Sky Broadband Superfast

And the email I received when I re-contracted said:

We estimate your line could support between:

36.1 and 37.0 Mbps download speed
8.5 and 9.5 Mbps upload speed

You should expect a Guaranteed Minimum Download Speed of 36.1 Mbps.

[jamesn123]

@jude73 

Yeah not sure what is going on there at all. Your line check via the wholesale checker clearly says a minimum of 44mbps and a possible max of 74mbps if you were on the higher profile. I suspect some sort of admin problem when you placed the order and they've kept you on the lower tier for whatever reason.

I have escalated this post to Sky so look out for an email/message on the forum. However they may not be able to deal with it on there since there is areas of accounts/billing that are limited to the forum staff. You may have to call up and ask whats going on. You can quote the speeds that you are seeing as a new customer on the Sky website and ask why you are not on that package. 

[MartinSom]

I had a similar issue when I was with Plusnet before having me on a fixed line profile. And in some ways am having a similar issue with Sky now, it seems the ability to alter line profiles  and make sure you are on the right profile for your package is illusive for ISPs.

Keep on at the support team and you might get some help. Also make sure you get some money back if your line hasn't been meeting its guaranteed values.