Broadband speed below Min Guarantee

[paultitch]

Hi

Noticed stuttering on watching an HDR film and was prompted to test my speed. I was shocked to find the speed below the minimum and has been so for over 2 weeks. 

Looking around sky.com it seems that the minimum speed for new customers is less than on my account, yet the router seems to have a connected speed exactly where a new customer would top out. As if my speed has been accidentally capped?

How do I get this fixed please?

[Chrisee]

@paultitch I am escalating your post so expect Sky to be in touch offering you a private chat through the forum as something odd is going on. Your line could well be capped but the attenuation figures and noise margin are consistent with a long line performing quite well so even if uncapped the speed would only be marginally faster.

. Sky will release you from contract if they cannot get the line to deliver the guaranteed speed but it can happen that the guranteed speed was based on an innacurate estimate in the database which would mean any isp using that line wiuld deliver similar speeds. However it needs checking out.

[Tom-W19]

Thanks for escalating. We've sent an invite to paultitch.

[paultitch]

Thanks both.

Sorry, one thing I didn't say is that the speed normally is 65-70mb no problem. And had been like this for quite a while. 

[Addie15]

Update-We have booked an engineer for this issue to be resolved, hence we consider this closed on our end. If  there is anything else we can help with, please do not hesitate to reach out. Thanks.

[paultitch]

Sorted this morning. Line fault, all reset and good to go. Thanks to all