Broadband downgraded without notice.

[Sarajs]

Hi,

We signed up for Fibre Max in may 2020 and have been getting 80mb download speeds. We specifically upgraded from the regular 20mb broadband we had previously because there are 7 of us in the house and we all use the internet for streaming or gaming etc as 20mb wasn't cutting it obviously.

Recently I noticed the internet speed was rather slow and did the usual router checks only to find we were connected at 35mb.  Upon checking the Sky website I noticed there is no mention of Fibre Max now and we had been placed onto the Superfast 35 package.  We were not notified about this and the price wasn't reduced to compensate.

Our line supports upto 80mb and that is what we contracted for and what we were paying for but now we have a substandard speed for the same price.

My question is can I get my 80mb back or get a price reduction and how is this even legal?

[Sarajs]

Upon double checking the Sky website states we are on the Superfast package, which should be 59mb.

When I check the broadband checker it tells me some interesting information.

Estimate Upload speed = 15mb

Normally available download speed = 78-80mb

Guaranteed Download Speed = 72mb

Actual speed = 32mb

I'm really confused now.

[GD1]

@Sarajs   Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

[Sarajs]

[Chrisee]

@Sarajs there is a fault somewhere and as the app explains you are due compensation if Sky cannot get your speed back to the guaranteed minimum speed Sky will release you from the contract. I am escalating your post to Sky so expect an invitation to an online chat through the forum where a button will appear.

[Sarajs]

I awaited the chat for a couple of days now and I got no request.

My internet had been literally [language removed] everyone off in the house now and we are not getting the service we contracted for.

I just double checked by router and its gone down to 33mb now.

If this is a fault then I need to speak to someone who can resolve it.

Thanks.

EDIT: Removed language

[Sarajs]

Got worse speeds today than usual.

If this is a fault on the line can I talk to someone who can fix it?

[Tom-W19]

Hi Sarajs

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[jamesn123]

@Sarajs 

Also worth noting that your router is not appropriate for the package you are on it is way outdated. Sky should provide you with at least the Sky Q hub. 

[Tom-W19]

Hi Sarajs

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.