Slow Supperfast Broadband

[210036272016]

Usually running at46/54mbs suddenydropped to 19mbs last few days.

No change in devices 

Any ideas 

Thanks

Router stats below

System Up Time: 141:36:35

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 383674 647447 0 2912 4181 12:00:53 LAN Up 3602725 674227 0 13926 1166 141:36:35 WLAN (2.4 GHz) Up 6756746 1097237 0 9878 0 141:34:58 WLAN (5 GHz) Up 35385744 14535695 0 0 30224 141:34:48

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Broadband Link Downstream Upstream Connection Speed 19220 kbps 2832 kbps Line Attenuation D1(21.7 dB) , D2(41.0 dB) , D3(58.8 dB) U0(11.4 dB) , U1(32.0 dB) , U2(46.6 dB) Noise Margin 5.9 dB

6.2 dB

[Highlinder]

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

Could you after completing the broadband test, click on " Tell me more about my connection " and post the speed you are supposed to get between and your minimum speed please.

[210036272016]

@Highlinder 

Many Thanks

See below

Your internet

Status: Warning

19 Mb/s

Access line speed to your hub is 19 megabits per secondAccess line speed to your hub

It's the speed between your local telephone exchange or street cabinet and your Sky hub.

The speed you get to a WiFi connected device might be lower. It can depend on how far it is from your hub, how it's connected and how many other devices are connected to your hub.

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More about your speed

Your package: Sky Broadband Superfast

Estimated upload speed: 2.8 Mb/sEstimated upload speed: 2.8 Megabits per second

Normally available download speed 44 - 57 Mb/sNormally available download speed 44 to 57 Megabits per second

Guaranteed Minimum Download Speed: 39 Mb/sGuaranteed Minimum Download Speed: 39 Megabits per second

Don’t think you’re getting your Guaranteed Minimum Download Speed?

[Highlinder · Accepted solution]

Does the broadband test allow you to book an engineer?

[210036272016]

@Highlinder 

Yes ,have booked engineer.

Thanks

[storeyman]

Our broadband has dropped to 1.48 and an engineer was supposed to call today between 8am - 1pm but didn't show , all the trouble shooting hasn't worked, please advise !!

[Highlinder]

@storeymanIs there any information in track orders in my account about your engineer's vist today?

[storeyman]

Nothing on the text they sent , telling me if the engineer didn't show for any reason open reach will let them know why then I have to re-book another appointment, that doesn't help me losing a days wage waiting for them ! 

[Highlinder]

@storeymanDid Sky say that you needed to be in for Openreach to attend or was the problem outside of your property?

[storeyman]

They asked if someone would be in from the appointment time given 8am - 1pm and I was here all day 

[Highlinder]

@storeymanDid Sky give you a new date for when Openreach would attend or do you have to wait for Openreach to get back to Sky. If they have not attended you are entitled to credit on your account if that is found what they did.

https://www.sky.com/help/articles/auto-compensation#need-a-hand 

[storeyman]

Sky have to wait for open reach to get back to them before they can give me a new appointment, open reach didn't show today .. trying to get to talk to a human being from sky is quite poor. 

[Highlinder]

@storeymanIf you are trying to get to talk to someone and your phone-line is not the affected service you can dial 150 on your landline. When you are asked the nature of the call say " Technical ", if you are asked for a mobile number give this, but DO NOT hang up and you should be dropped into the queue to speak to an advisor.

[storeyman]

Sky are experiencing high volumes of calls and I had a waiting time of 25mins 

[Highlinder]

@storeymanIf you are looking for answers it might be best to hang on and wait to see if there has been any updates.