Broadband degrading over time

[Roleypoley]

I'll try and summarise - in short, my broadband speeds are considerably less than when I moved to the property in February 2021.

I live in a village with no fibre, so I don't expect speeds of 1000mbps, however in March 2021 I have multiple speed test results recorded of 55-60mbps dowload after first getting set up with Sky. Now, I'm getting ~11mbps. Our guaranteed minimum 10.5mbps, so of course without it dipping below that Sky say there are no problems, however when I look on the service checker it frequently displays the speed to my hub as being poor. I go through the options to 'fix the issue', and it returns the same speed but now with no errors. Sky say I'm on the best available speed for my area, however I ran a speed test at my neighbours, who is with BT, and they're getting ~45mbps. BT also have a guaranteed minimum of 40mbps for my address.

I followed the link on another post to show the router statistics, results are below (apologies for the formatting, it won't let me post as the table). Does this show any issues which could be leading to my poor speeds? Thanks in advance.

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 69584442 179732980 0 87139 3702755 319:30:35 LAN Up 235385076 93622933 0 3945940 91163 488:39:26 WLAN (2.4 GHz) Up 2035656 0 0 415 0 488:36:53 WLAN (5 GHz) Up 5464472 2826631 0 6694 1932 488:36:22

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 11399 8496 Line Attenuation (dB) DS1:19.7    DS2:38.7    DS3:52.7 US0:16.0    US1:32.2    US2:42.9 Noise Margin (dB) DS1:6.1    DS2:6.1    DS3:6.3 US0:7.7    US1:7.7    US2:7.7

[Chrisee]

@Roleypoley your stats seem to be within where they should be assuming your line is pretty long (over say 2 kms) to the street cabinet. The noise margin at 6.1dB while not brilliant are within normal range. What is very surprising is the line ever delivered 60Mb/s. Speeds over FTTC, the technology you are using, do drop as more lines are sold as there is crosstalk between the lines the longer the line the greater the effect but not by the factor you quote.

Could you put your full address into this checker and paste the results into a post having obscured any address detail  https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome as that will tell us what Openrezch say your line should deliver. 

[Roleypoley]

Thanks for the reply - stats from that link:

Cheers!

[Roleypoley]

Is anyone able to explain the above please? Interested to know which of the numbers shown on the Openreach checker indicate what speeds I could reasonably expect. My neighbour (street behind) is fed from the same cabinet and while some of the numbers are slightly different, they're all roughly the same. His speeds are roughly 4X mine.

Thanks!

[TimmyBGood]

@Roleypoley 

The significant information is in the top couple of lines: Openreach / BT Wholesale think your address should be getting pretty much the maximum speed (80Mbs) which FTTC is capable of.

Irrespective of what their online 'test' says, Sky should absolutely book an Openreach investigation.

[Roleypoley]

Perfect - thanks for clarifying. Will contact Sky and see, although fully expecting to be fobbed off given the guaranteed minimum in the contract is so low.

Thanks!

[Roleypoley]

@TimmyBGood 

Just to update this (as much for anyone else who may see this as a resuly of the same issues, as anything), Sky have refused to consider there may be a fault and instead offered me the right to exit my contract without charges. Not overly helpful as this doesn't fix the problem, but there we go.

Any other ideas or contacts? Or is my best option now to leave Sky and take out a new broadband contract with BT on their offered minimum speed of 40mbps? Either I'll get those speeds (excellent, problem solved) or at least if it still remains slow they may have more impetus to look at the problem.... hopefully.

Have to say the customer service from Sky has frankly been woeful. Do any workers from Sky ever represent the company on this forum?

[mae-3]

@Roleypoley 

Definitely, a fault at 20dB on D1 you should be getting in excess 25Mbps with only 1 band the other two bands' attenuation on D2 and D3 also shows capacity. So, should be around the 55-65Mbps level but the fault is preventing those speeds reporting 11.4Mbps downstream and 8.5Mbps upstream.

Unfortunately, Sky is just looking at the noise margin which is showing only 6.1dB downstream when it should be sky-high usually with the type of fault

[mae-3]

@Chrisee 

That isn't a 2km line it is about 600 metres to the cabinet...