2 weeks slow speed. Engineer & home checks repeated, still slow

[Houndsome]

I've got the fastest broadband available for my area. Previously been getting guaranteed speed but now getting half speed, only averaging 30 mbs. Done umpteen home equipment checks & complete resets, and SKY states their engineers have done 2-3 external checks & apparently resolved the problem but it really hasn't. Had one engineer home check too and home equipment isnt faulty. I don't want to leave SKY. I changed over from Virgin Media after 15+ yearsand I wouldn't go back to VM. The only other fault cause I can think of is that the physical external cable servicing my house hasn't been updated, upgraded or changed for at least 18 years. Could this be the issue? I'm just hoping the fault can at last be resolved and a return to my max speed.

[jamesn123]

Hi @Houndsome 

Please post a screenshot of a speedtest done on an ethernet connected device.

Also what is your guaranteed minimum speed that Sky quoted you?

[Houndsome]

Hi @jamesn123 

My guaranteed speed is 50 mbs but actual speed is half of that recently. 

Ive attached screenshots as requested. Thanks very much for replying to my post.

 

 

[TimmyBGood]

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@Houndsome wrote:
The only other fault cause I can think of is that the physical external cable servicing my house hasn't been updated, upgraded or changed for at least 18 years. 

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Quite possibly, but that won't now happen for a copper circuit given the national rollout of optical fibre is the only priority.

[jamesn123]

Hi @Houndsome 

Looks like the checker has picked up on the issue. Is there no option within the app to book an engineer visit?

[Houndsome]

Hi. An engineer has been booked on 2 seperate occasions so far to check / fix external faults. However there's been no change to my speed and still only averaging mid 30 mbs. A contracted engineer visited my home and checked the modem & internal equipment, and found no fault. I contacted SKY by phone who said they would contact me again after they received the engineer report but ive heard nothing. I was also having tv sound sync problems and the SKY person said it was probably due to the same broadband issue. That was 7 days ago. I cant understand why the problem continues. I have same number of equipment using the WiFi since installation and I was getting at least 50 mbs until 3 weeks ago or so. Engineers have said theres no faults externally or with my home equipment. Ive done all the reset procedures a number of times. Its getting very frustrating tbh. Thanks again for your response. Much appreciated.

[jamesn123]

@Houndsome 

You need Openreach to attend and look at the line, not Sky. I would contact Sky again about it

[Houndsome]

That makes good sense. I spoke to SKY again today about the issue, and I'm now waiting for them to contact me again. I'll ask them if they'll contact OpenReach as you've suggested. 

Thanks very much again. You've been really helpful. Once i get a resonse from SKY and a new plan I'll update this post.

[Houndsome · Accepted solution]

@jamesn123 

Hi again. Just had an email from SKY stating the problem / fault is sorted.

The MySky app broadband tester still shows a reduced speed, mid 30 mbs, but Oopla app shows a much better speed now above 50 mbs.

Hopefully it will stay sorted and perhaps has resolved the tv sound sync issue as well.

Thanks again for your advice and time to respond to this issue. 

[Houndsome]

 

[mal199]

HelloI have the same problem, I was getting 50mbs untill a few days ago it went down to 19 , engineer sent problem fixed but it is still the same. they are keeping an eye on speed for 30 days, I have not seen an openreach van in my location for weeks, I think it is just a way to stall things.

[Houndsome]

Hi. I first had a SKY engineer come to check the home equipment. That was ok, followed by a second visit to check external. That was supposed to check out ok as well. I just persevered  contacting SKY Help team & eventually the problem was fixed, apparently by a further Outreach engineer. That was after a Community member had replied & advised me. 

It took about 4 weeks in all but since it's been fixed I'm now getting 53-58 mbs. I hope you soon get a similar fix to your seeds. Regards 👍

[Maltwigg199]

Hi, Looks like im sorted ,back up to 55mbs from 19,dont know how or what was wrong but glad its ok, I think stateing on here helped a great deal,so thank you.

[Houndsome]

I think thats what helped with mine too. 👍