Broadband connection slow

[ma671]

Broadband speed has dropped from 30+ Mb/s to as low as 9 Mb/s in the last few days, no changes to setup. Smart TV no longer works without the dreaded spinning wheel. Internet connection both Wired and Wireless problematic.
Rebooted everthing, Sky test say all is working correctly which it is not. Work is/has been carred out by on the phone / fibre infrastucture in the month or so.
Renewed my contract with sky broadband, maybe I should not have?

[JimM1]

@ma671 It can an may possibly be all off the surrounding work going on with ANY potential provider disturbing the existing cable infrastructure but they do try to avoid that and sometimes problems arise, if you are still on the cabled copper at present, then you may / may not have an associated line problem that can be developed or just out off the blue also happen. Run the system diagnostics and also take a look at the service checker for the last 30 day's to see what is going on, links below.

https://www.sky.com/servicechecker

https://www.sky.com/help/articles/broadband-diagnostic-start

[ma671]

Hi, thanks for reply, have tried all the options available and all report system is ok. Upload speed is unaffected at a poor 4-5 Mb.
I need a number to contact an engineer to resolve this problem. 

[JimM1]

@ma671 What did you see over the last 30 day's? And the link below to get you to the number for sky.

https://www.sky.com/help/home

[ma671]

Do not know where 30 day check is?  Service checker shows all is ok. Speed report say it is fine but is 1/3 of the guarrentee speed.

I will check out the phone numbers tomorrow 

Thanks.

[ma671]

Wired and WiFi speeds are the same when using same device for both tests.

[JimM1]

@ma671 It is in the service checker, you just click on the Sky Broadband and it opens up and shows you.

[ma671]

Hi, I have found it, but had to clich on an icon to expose it.  Problem started 4 days ago when the constant 30 Mb/s dipped to 13/s then bck to 28 for a day and now at 9Mb/s for last two days. 

[JimM1]

@ma671 So looking like you have a copper line fault, now you know what to look at, diagnostic test may sort it out for you, and IT IS a do, with a 24hr time to have it jump up in speed again, it is NOT an instant fix. Link is below. If it does not work it's a call to sky to get sorted either there end or an OR engineer visit. If you have been doing a lot of switching off/on with the router then STOP that, it can kill your broadband....

https://www.sky.com/help/articles/broadband-diagnostic-start

[ma671]

Thanks for the interaction, I have managed to get hold of a hepl desk human who was very helpful. He did a line check and found no problem, we had an extended conversation and he did another check and found there was some instablity on the line for some time, step 1) is to replace my old standard router with the latest standard router to see if that fixes the problem. Should arrive in a few days. I will keep you informed as to what happens.

Best regards MA.

[ma671]

Just checked your last reply. I leave my router on 24/7 and only reboot occassionally if I see a problem.

[JimM1]

@ma671 Thanks for the reply, it's only on the copper line where the system gets instability, bad connection or OFF/ON's which it cannot know about with the last, then it DSLAM's the line way down in speed to try and best get a working system but recovery is a slow process in its automation.....

You are doing 100% correct with your reply.👍

[ma671 · Accepted solution]

Hi, new hub arrived today, set up and working fine, just wait now for a week or two for it to settle in. 🙂

[ma671]

New Hub was short lived, speed dropped again. 
Engineer came and replaced the incoming connection box and the problem has been fixed.
Sky and thier engineers were most helpful throut the problem period and only delay in fixing it was a Bank Holiday.

😎

[JimM1]

@ma671 You want to have a look at the Router Stat's and take a note off them with a good running system, gives you something to compare too when the line start's or goes to bad. Link is below is from the Tips above....

How to read your Sky Hub statistics