£36 for 4.2mbs of internet?!? COME ON SKY ! SORT IT OUT

[Hannahellie]

I'm absolutely fed up of paying £36 a month for crap internet! I can never get through to talk to any one to sort it . I was also told we couldn't have sky Wi-Fi max after been sold it and yet I'm still paying for it after being told it would be taken off our bill in September last year!!! PLEASE MAKE IT EASIER FOR CUSTOMERS TO SORT PROBLEMS !!

[jamesn123]

Hi @Hannahellie 

Please post your router stats

[Hannahellie]

How do I do that please? Can't seem to attach a photo?

[jamesn123]

@Hannahellie 

When composing a reply/message on the forum click the icon of a camera to attach a photo. It may be hidden behind a 'three dot' menu if your on mobile.

If you still struggle you could copy & paste the table instead.

[Hannahellie]

I'm struggling to access stats at all ? Just says password and username incorrect 

[Hannahellie]

 that's all I have access too 

[jamesn123]

@Hannahellie 

That will do. Shows your line speed is 4.9mbps which is below the 5.9 minimum Sky say you should get. I would note though that its a very low speed for Superfast, you must be far from the cabinet?

If you go to this site https://www.broadbandchecker.btwholesale.com/ and use the 'address checker' then post the resulting table back here we can see what your line should achieve.

[Hannahellie]

Sadly I'm sat about 1 m away from the sky box! 
it's ridiculous and has been for over a year! 

[jamesn123]

@Hannahellie 

No not your router. The cabinet. The cabinet is the green box on the street that serves your property via copper cabling. The further your house is from this green box the lower your speed will be that is just the physical limitations of the technology in place.

[TimmyBGood]

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@Hannahellie wrote:

Sadly I'm sat about 1 m away from the sky box! 

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The key factor is copper line quality and distance of the address from the local fibre cabinet (FTTC) or telephone exchange (ADSL)

As @jamesn123 indicates, that's a really low guararanteed minimum download speed, but this relates to the external Openreach infrastructure, not Sky or any other ISP.

[TimmyBGood]

@Hannahellie 

Putting the address into the BT Wholesale Availability Checker should indicate which provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

[TimmyBGood]

@Hannahellie 

5.9 / 0.6 would usually indicate ADSL, which is now the oldest and slowest broadband technology still in use.

Edit: but it's Superfast 35...

[jamesn123]

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@TimmyBGood wrote:

@Hannahellie 

5.9 / 0.6 probably indicates ADSL, which is now the oldest and slowest broadband technology still in use.

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I don't think its ADSL. The screenshot from the Sky service checker says 'Superfast 35'

[Hannahellie]

 

 

[TimmyBGood]

@Hannahellie 

Ouch.  That's pretty horrible, and unfortunately affects all ISPs on the Openreach network.

Are you in a remote location?