Broadband Speed

[MAN76]

Hi there. We had an issue with slow speed which was resolved by an extremely helpful Sky engineer getting rid of numerous telephone extension sockets and replacing with one socket that our router plugs into. He re-set the line and said that despite our package being a 30mb guarantee he was getting 40mb to the router and it should be even faster than that. The online checker says we are getting 37.5mb since this work was done (last Tuesday 25th). He suggested calling sky and asking to be put on a 80mb profile. I did that and they didn't really follow me and said we were on the fastest available package (which is 30mb despite us actually getting 37.5mb). Any ideas on how we can increase the speed? Many thanks! 

[cookiemonsteruk]

@MAN76 

Could you enter your full address in the link below and post the table after removing your address from the image

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

Also could you post your router statistics

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[MAN76]

Thanks!

[cookiemonsteruk]

@MAN76 

I reckon its a case of the handback threshold (30-35Mbps) sky will put you on a 40 Mbps profile unfortunately if thats the case there's little a customer can do .  A copy of your router statistics would help

[MAN76]

Thanks v much - will post when back home..

[MAN76]

Router Statistics

System Up Time: 165:38:02

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 43409694 94194232 0 1158880 4151901 134:59:33 LAN Up 29199044 26740966 199 283212 288479 165:38:02 WLAN (2.4 GHz) Up 17057625 6894508 0 24725 967 165:36:00 WLAN (5 GHz) Up 99703067 49979695 0 0 0 24:41:53

---

Broadband Link Downstream Upstream Connection Speed 39999 kbps 8348 kbps Line Attenuation D1(17.6 dB) , D2(46.2 dB) , D3(70.2 dB) U0(5.7 dB) , U1(35.5 dB) , U2(55.0 dB) Noise Margin 11.4 dB 6.5 dB

---

Poll Interval:

Seconds (at least 3s): 

Set Interval Stop

[TimmyBGood]

---

@MAN76 wrote:

He suggested calling sky and asking to be put on a 80mb profile. I did that and they didn't really follow me and said we were on the fastest available package (which is 30mb despite us actually getting 37.5mb). 

---

Wholesale FTTC is available to ISPs at 80/20Mbs and 40/10Mbs versions: as @cookiemonsteruk indicates, Sky has you on 40/10.  This isn't the same as a 'profile' and typically isn't negotiable.

[DJT497]

@MAN76 can you help? I'm hitting brick walls trying to get some action to fix my (80+ y.o. mother's) broadband speed.

According to Sky call responder, who was otherwise helpful, the speed is slow because the copper line has become worn out, but, as a degree qualified engineer, I simply do not believe that a copper phone line would fail so quickly.
The diagnostic system  states that there's no local problem, but looking at the speed graphs [that I can't insert below except in number form] for the past month, I would say that something  very obviously went wrong between the 14th and the 15th of June. Also the last I checked, the daily average of 1.5Mb/s and the current actual of 0.2Mb/s values are less than her guaranteed minimum value of 3.3Mb/s.

Date      Sky's download speed figure
3rd July     0.2Mbs
2nd July     0.2Mbs

1st July       0.2Mbs

30th June   0.2Mbs

29th June   0.2Mbs

28th June   0.3Mbs

27th June   0.4Mbs

26th June   0.6Mbs

25th June   0.7Mbs

24th June   0.4Mbs

23rd June   0.3Mbs

22nd June   0.6Mbs

21st June   1.0Mbs

20th June   0.3Mbs

19th June   0.3Mbs

18th June   0.3Mbs

17th June   0.3Mbs

16th June   0.3Mbs

15th June   0.3Mbs

Something MUST have gone wrong in the broadband connection at this point..........

14th June   3.4Mbs

13th June   3.4Mbs

12th June   3.4Mbs

11th June   3.4Mbs

10th June   3.4Mbs

9th June   3.4Mbs

8th June   3.4Mbs

7th June   3.4Mbs

6th June   3.4Mbs

5th June   3.4Mbs

4th June   3.4Mbs

How can I escalate this to get someone to physically check the connection?

Somewhat unhelpfully, Sky have offered her the option to either cancel her contract early or to upgrade to full fubre, which is not going to be available in this locality for at least another 18 months according to the Openreach team who were doing the first, initial survey of  the local infrastructure for what would likely need upgraded or replaced for fibre roll-out.

Thanks in advance for any help or suggestions.

DJT497

[TimmyBGood]

---

@DJT497 wrote:

According to Sky call responder, who was otherwise helpful, the speed is slow because the copper line has become worn out, but, as a degree qualified engineer, I simply do not believe that a copper phone line would fail so quickly.

---

Copper doesn't 'wear out' in this context, but high frequency data signalling over phone lines which Alexander Graham Bell would recognise is potentially subject to a myriad of fault conditions, and fundamental physics dictates speed is directly related to line length.

If you post your Hub stats, we'll have some information about your particular phone line and internet connection to work with.

Note that it's speed arriving at the Hub which counts against the minimum speed guarantee, not speed test website results on a wireless device.

[TimmyBGood]

---

@DJT497 wrote:

 or to upgrade to full fubre, which is not going to be available in this locality for at least another 18 months according to the Openreach team who were doing the first, initial survey of  the local infrastructure for what would likely need upgraded or replaced for fibre roll-out.

---

That's entirely plausible: the Openreach target to have FTTP within reach of every commercially viable address in the UK is December 2026.

[Highlinder]

@DJT497  First of all take it you are not at your mother's property?

What information does filling out the form below give for speeds available to your mother at the property. If you can post an image of this to help us better understand what is going on with the connection.

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

If you could also get router stats that would be of a great help also.

[cookiemonsteruk]

@DJT497 

Could you enter your mums full address below and post the table after removing her address from the image

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

[TimmyBGood]

---

@DJT497 wrote:

Also the last I checked, the daily average of 1.5Mb/s and the current actual of 0.2Mb/s values are less than her guaranteed minimum value of 3.3Mb/s.

---

I'd note that 3.3Mbs is a truly awful guaranteed minimum speed even for ADSL, let alone FTTC, and suggests either an extremely lengthy or very poor quality 'line'.

FTTC Speed vs Distance

[DJT497]

Thanks all.

Unfortunately, for whatever reason I keep getting the red "You do not have permission to upload images." banner appearing when I try to upload a screenshot of the BT report.

On a positive note, after multiple hoops to jump through, I've now managed to get someone [Alanna] at sky to look at the numbers & she agreed that something is not right, so an engineer callout has been arranged. 

I'll keep trying to post the screenshot of the BT form, but if I can't upload it, I'll post an update once the engineer has been with whatever they come up with.