0 to very slow Upload Speed

[Peter19584]

This morning my broadband internet stopped working. It is a wired connection usually 60mbps.

I ran google speed test which resulted as 35mbps download and 0.07 mbps upload.

I ran Sky's online connection checker, which tested ok. The problem is that the connection checker only tests the download speed, which seems to be still ok, but it is the -upload- that is not working, so the internet is constantly timing out and is unusable.

The problem is that the online connection tester thinks the connection is ok, so there is no option to get further help, or request an engineer. Similarly the phone help line also thinks the connection is working, so there is no way to get further help.

This seems to be a fundamental flaw in Sky's connection tester, and Sky's customer service, that there is no way to get further help in this type of situation.

[Brill+Gill]

Hi there @Peter19584, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[TimmyBGood]

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@Peter19584 wrote:

This seems to be a fundamental flaw in Sky's connection tester, and Sky's customer service, that there is no way to get further help in this type of situation.

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Unfortunately it's an issue inherent to FTTC connections, where outbound speed is never guaranteed.  Some line faults can cause outbound speed to drop so low that inbound bandwidth is effectively unusable.