Very slow download speed

[Emmie2291]

So! I am a new customer and already thinking of cancelling my contract. I was promised a minimum of 50mbps download speed as we're all gamers (myself, my partner and my 2 older children) everytime I start a game of COD the Internet goes off and I have orange flashing lights... 

I'm now Tring to download a new game and have been waiting 24hrs already. The game is only 5gb and I'm not even downloading at 1mbps.

What the hell! I was pre warned that the connection may drop for the first 3 weeks. I'm on week 5 and have had enough already. 

[GD1]

@Emmie2291  Please post your router stats for the forum to be able to advise https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

[Emmie2291]

 

[Emmie2291]

• MER 63599699 90028286 0 834880 11225684 30:18:25 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 30514176 18002188 0 9784 0 232:22:59 WLAN (5 GHz) Up 193221127 109398462 0 0 0 232:22:58

---

Broadband Link Downstream Upstream Connection Speed 11399 kbps 19000 kbps Line Attenuation D1(10.2 dB) , D2(23.2 dB) , D3(37.1 dB) U0(3.2 dB) , U1(16.9 dB) , U2(27.3 dB) Noise Margin 11.3 dB 5.1 dB

[cookiemonsteruk]

@Emmie2291 

Something very wrong there .

Line attenuation and upload speed indicate 70-80Mbps

The noise margin indicates a line fault.

Call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone to get an engineer booked

[GD1]

2nd image isn't needed as those provide no stats and are just your hubs details.  

[Emmie2291]

I will call them in the morning as my children are asleep and I could get very loud on the phone to them 🤣 I will let you know what they say. I only had it fitted 4 weeks ago so I shouldn't be having this much trouble should I?

[GD1]

@Emmie2291  Sadly line faults can happen at anytime as the whole network is decades old 😞

[cookiemonsteruk]

@Emmie2291 

Any issues tag myself and @GD1 after speaking to sky