Broadband only 42.1 but guaranteed 66.5

[Nick88882]

Hello everyone, my broadband has been terrible for a while and finally had enough. My guaranteed broadband is 66.5 but only receive 42.1. Ive done the service check multiple times. Comes up with a broadband issue. Have reset everything multiple times and triple checked everything but the speed is still not the guaranteed 66.5.

please can someone help? 

[GD1]

@Nick88882   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#

[Nick88882]

Status of your broadband and WiFi network

Broadband Connected

WiFi Enabled

WiFi Network Name (SSID) SKYJPEYF

WiFi Network Visible Yes

Current WiFi Channel (2.4 GHz) Ch 11 @20MHz (5 GHz) Ch 36 @80MHz

WiFi Encryption WPA2-PSK

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Devices connected to your home network

Device Name MAC Address UNKNOWN 

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[cookiemonsteruk]

@Nick88882 

You would need to click on the maintenance tab along the top and sign in with

Username     admin

Password      sky or wifi password

When the maintenance page loads click show statistics at the botton and post the table

[JimM1]

@Nick88882 Those are not the router stats, you need to follow the instructions to the end, first picture shows you what it looks like.

[Nick88882]

Router Statistics

System Up Time: 600:06:07

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 310511697 928983368 0 137789 10956122 523:08:23 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 146743488 44295662 0 660 0 600:04:54 WLAN (5 GHz) Up 790107874 267312940 0 0 0 600:04:19

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Broadband Link Downstream Upstream Connection Speed 46091 kbps 19575 kbps Line Attenuation D1(7.6 dB) , D2(19.5 dB) , D3(27.7 dB) U0(1.7 dB) , U1(16.1 dB) , U2(19.3 dB) Noise Margin 3.8 dB 6.0 dB

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Poll Interval:

Seconds (at least 3s):

[cookiemonsteruk]

@Nick88882 

Line attenuations do show you should get 80Mbps and the noise margins show no fault.  Are you sure the hub is connected to the actual mastersocket

[JimM1]

@Nick88882 Also log into your mysky account, run service checker, select your broadband, then line speed i with circle will show you last 30day history of the line speed.

[Nick88882]

It's consistently been round the 42 mark for the last 6 months or so 

[Highlinder]

@Nick88882  If you are below the minimum that you are supposed to get Sky should be doing something if you have told them already about this.

[JimM1]

@Nick88882 And does the check not allow you to fix or request an engineer to look at the problem?

[Nick88882]

It shows different potential problems and how to fix when I've run through multiply times. Doesn't give an option to book an engineer.

my broadband connection contract has just finished so only on a rolling contract, 

If they can't ge met fix it  I'll look at a different supplier 

thank you 

[Highlinder]

@Nick88882Call Sky and get them to check the connection or ask them to monitor the connection.