BROADBAND /WIFI SLOW OR DISCONNECTED

[Francamm]

Broadband down for weeks now... Done absolutely everything possible and still no change... 8 hours to update my son's game at a speed of 4mbps when the online checker says 520mbps! Done all checks, troubleshooting, on, off all sorts.. 

We work from home and have 3 children so this is a joke. Unable to stay connected and when it does its no good to anyone anyway it's so slow. 

Absolutely ridiculous. 

Anyone else having the same issue? North wales conwy. 

Stats below if anyone can make sense of it all. 

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN WANoE 157636310 393243382 0 1452098 22790009 170:19:32 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 415104857 97056014 0 46476976 1386033 00:13:48 WLAN (5 GHz) Up 373626708 68868234 0 0 0 00:12:51

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Broadband Link Downstream Upstream Connection Speed 549900 kbps 75000 kbps

[mae-3]

@Francamm 

It is a capacity/congestion or AI misbehaving on the backbone and restricting throughput unless you are connected by wireless then you need to connect devices via ethernet to get the full speed provided or 5Ghz for better performance and ensure the wireless signals are solid and not experience heavy interference from the shared wireless environment in the neighbourhood.

[Francamm]

I managed to get hold of them... They ran checks, said it was a fault with the hub. 

I was told I'd be sent a new hub and I just needed to change over to the new one. 

Received new one next day (2 turned up) plugged it all in, nothing.

Checked the stats and it stated broadband was disconnected. 

Contacted them again to be told there was an error and not only had I been sent 2 new hubs but for some reason my broadband had been CANCELLED. Not only was it cancelled, my broadband account number etc no longer exists at all so they were unable to turn my back on etc 

Told I'd be sent a new hub AGAIN which appears to be arriving today. 

So after 4 and a half hours on the phone yesterday I ended up having to take out a new broadband contract from fresh (given a few quid discount) and I now have to wait till the 21st to be turned back on. 

So we currently have no broadband/TV till the 21st and 3 brand new hubs sat here which are useless. 

Huge error on sky's part, I just hope they credit me as promised and we get turned on a bit earlier. 

Family of 5 and work from home so it's ridiculous that we've now got to wait even longer after having no Internet for 3 weeks already. 

[mae-3]

@Francamm 

Thank you for the update on your issue, hopefully, a new router fixes the issue! 😎