Broadband speed capped at 28

[noshadow]

I have been having a long running issue with the broadband speed from my Sky hub. My speed guarantee is for 55mbps but for nearly two months now it has consistently been capped at 28mbps, it never gets above that. I have had three engineer visits; two Openreach and one Sky. The first Openreach said everything into the property was fine and testing the speed at the socket was getting 77mbps but as soon as she tested from the router it dropped to 28mbps. She suggested getting a new router from Sky so I did that and the exact same issue exists with the new router so I contacted Sky again to see what else to do to resolve it. That was when they Sky engineer came out, he tested the socket and found similar speeds in the 70s but again testing my old router, new router and a router he brought with him it was capped at 28mbps. He tested with both the old cables and the new ones provided with the new router. He mentioned he had seen a similar issue in the area recently but was unsure what the follow up action to that case had been. He said all he could do was report back to Sky and line up another Openreach engineer. The second Openreach engineer found the exact same as the first one. The only additional thing he mentioned was that he thought it could be a "throughput issue" on Sky's end but this should be a straightforward remote fix by Sky. I called customer services with this info and my case was sent to "The network team (CNS)" and they said they'd be in touch within 5-7 days to check with me if they had fixed the issue. I got an automated text a couple of days later saying they thought they had fixed my issue but if problems still existed to use the online help function. Again, I called Sky and mentioned this throughput issue the Openreach engineer raised. I was fobbed off and told Sky can't do any remote fixes. The person on the phone just read the usual script of doing all the basic checks that are suggested on sky's online help, testing the line from their end etc. and finally we landed at the pointless suggestion of sending another engineer out. I fail to see what another engineer is going to do differently to the previous 3 and we're just going round in circles. Sky don't seem to be taking real ownership of the issue and just seem to read off a script and we end up going round in circles. Has anyone had similar issues to this and have any idea what route to take to resolve it? Is there an alternative contact number to the basic customer service one or any suggested team that I could ask to talk to? I'm at the end of my tether with this and this is a last gasp effort before I cancel my contract with Sky and go elsewhere. Thanks

[mae-3]

@noshadow 

A throughput issue can be difficult to identify. I have had similar issues and it turned out to be an issue with parameters further upstream on the backbone equipment with a fault there that eventually got fixed after 60 or so days... It can be the DSLAM issue with parameters and at the exchange with it electronics on a line card in the exchange card itself.

I suggest first posting your router stats to confirm it isn't capped at the DSLAM, there are instructions at the top of this area of the forum that explain how to post those stats. Also, the stats from the diagnostics would be useful that report the actual speed that you have been getting historically over the previous 7 days I believe.

And a throughput speed test from a wired connection to the router to support the throughput fault

[noshadow]

Thanks for the reply. I've attached the stats but can't find anything for historical diagnostics when I look at the Sky hub. The only historical record I've come across is the speed history when I run diagnostics on My Sky. Is this what you meant or are you able to guide me to the right page?

[mae-3]

@noshadow 

Well, the router stats show you are connected to the DSLAM, so the broadband line itself is good. Engineers do not need to visit your house as the fault isn't on the broadband line to the DSLAM. But the historical information on throughput which you did post correctly shows a throughput fault which is upstream and a fault on the backbone or exchange line card fault.

[noshadow]

Thanks. What would be the best way to get this resolved? Is there any Sky technical staff on this forum that it can be flagged to so they can escalate it? Like I said in my previous post I just seem to be going round in circles when talking to Sky customer services by phone and all they seem to be able to do is test the line and suggest sending another engineer.

[mae-3]

@noshadow 

Your post should be escalated to Sky with information that should be passed to the network team, unfortunately, I'm not a superuser but hopefully one will be along to escalate this clearly shown throughput fault to the network team.

Please ensure when chatting to Sky that you insist that the broadband line and DSLAM clearly show no issue with the broadband line and hence no requirement to send engineers to your house or DSALM.

The issue is further upstream with broadband line card fault at the exchange or capacity issue/contention issue on the backbone.

[noshadow]

@mae-3

Thanks for all your advice on this. Hopefully a superuser spots this and flags it up to Sky

[noshadow]

Just a hopeful bump in the hope that a superuser spots this and can flag it to Sky

[Tom-W19]

Hi @noshadow 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat 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

[Chrisee]

@noshadow the pist was escalated yesterday by a superuser the team should be in touch when they pick it up.

[Ruraluser]

Hi,

I have exactly the issue as the original post. 4th BT Open Reach eng coming today and lost the will to live with Sky call center. This started 5 weeks ago and, I have had new Hub/Router, new master socket etc.

BT Open reach can see 79mb coming to the property but my Sky service checker is shows slow speed to the hub. The levels are constantly below my guaranted minimum of 50.1Mb

Can yu assit advise?

[Ruraluser]

Current Router Stats

[noshadow]

I wouldn't hold out much hope. Your post might get escalated to a superuser and they'll do more fault finding but in my case Sky basically gave up. They said there was nothing more they could do and that I just had live with the slow speed.

The upside is that I left sky broadband immediately and my new provider is consistently giving speeds of 65mbps or above so it was clearly a sky issue and not with the line. Because Sky were not giving the guaranteed speeds I had the right to exit my contract without any early termination charges so don't let the risk of getting penalised put you off going elsewhere

[GD1]

@noshadow  Posts don't get Escalated to Super Users, they get escalated to The Community Messaging Team who are Sky staff, Super Users are not Sky staff.