Broadband guarantee (Superfast)

[Broadbanned]

Hi all,

We were getting very poor Superfast Broadband speeds for over a month, consistently at 19Mbps downstream connection speed.  This has picked up a bit today (to 27Mbps) but still falls below the Guaranteed min of 32Mbps.

https://www.sky.com/servicechecker/broadband/checks says that the 'normally available speed' is 39 - 55Mbps.  

Our contract says 'We estimate your line could support 36.6 and 51.2 Mbps download speed'

... but the Openreach site for our address says that Superfast would only be capable of 23-35 Mbps which is below *both* of the above figures. 

Are Sky selling us something that they can't deliver ?

Based on this, how did Sky estimate that the line could support between 36.6 and 51.2 Mbps ?

[Chrisee]

@Broadbanned sometimes lines perform less well in practice than theoretical estimates indicated prior to the install. Where Sky cannot meet the minimum guaranteed speed and Openreach cannot improve the line you can ask to becreleased from contract BUT you have to becaware you will get pretty much identical speeds from any other ISP using that line.

Post you hub's stats as they will help forum members to see what the problem is see Find your Sky Broadband router statistics

[Broadbanned]

Hi Chrisee,

Thanks for the reply. 

I appreciate that some of the line speeds are estimates, but when Sky sells a package that does not appear to be supported by Openreach infrastructure in my area, that sounds dishonest.  Per my first update: 

https://www.sky.com/servicechecker/broadband/checks says that the 'normally available speed' is 39 - 55Mbps.  

Our contract says 'We estimate your line could support 36.6 and 51.2 Mbps download speed'

... but the Openreach site for our address says that Superfast would only be capable of 23-35 Mbps which is below *both* of the above figures. 

Anyway, here are the Router Stats: 

[Broadbanned]

Remind me again what the Sky Superfast Broadband package is supposed to offer ?

The image above is the capability to our address. 

[Mr+Slant]

Based on that table you are stuck with Sky.

If you try to migrate to another ISP there is a very good chance someone else will get the port you currently have on the VDSL cabinet.

That'll mean you're back on ADSL.

[Broadbanned]

Yes - that's what I was afraid of. 

Is still wonder how Sky came up with  (and are allowed to get away with) with their estimates in our contract:

Our contract says 'We estimate your line could support 36.6 and 51.2 Mbps download speed'

I agree it's an estimate, but it's certainly not based on the available infrastructure in our area.  

[Mr+Slant]

No idea. Having said that the attenuation figures are unusual. I wouldn't expect such a large variance between D1 & D2/D3, ditto U0 & U1/U2.

If you put the address of neighbouring houses into the BT Broadband checker do they have similar RangeA/Range B estimates?