Broadband speed drop

[Willst132]

My broadband speeds have dropped to 2.5mb. Have tried going through the checker and I'm just going round in circle. Trying to get through to a technician chat but can't find option. 

Can anyone help?

[Chrisee]

@Willst132 chat sessions don't connect to technicians so forget that they are handled by customer service reps from the same teams who answer the phones.

A lot depends on how you are measuring speeds as for example its impossible to know if a speedtest run on a device connected by wifi is telling you there is a line issue or simply the wifi signal is dodgy.

Run the connection test in the My Sky app which should tell youthe speed to the hub and  if it finds a line issue and offer to book an engineer to fix it. If you would like independent advice from forum members post your hub's connection stats Find your Sky Broadband router statistics

[Willst132]

@Chrisee Thanks for the response.  I've run the sky app and have got results of 2.5mb whereas earlier in the week they were 11.3mb.  Still below the guaranteed 18.3mb.  I have just got the 'Right to Exit' email so I'm assuming Sky might be looking at it already?

It seems todays reading is back upto 11.3mb but its clear, this is not correct.  Do you reckon I just need to contact Sky to get OpenReach to look at the line?

Thanks

Will

[Willst132]

Oh, btw, here are the statistics... 

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 1671025 2615366 0 24024 308660 05:14:02 LAN Up 2458574 1487906 5 714625 36622 05:15:50 WLAN (2.4 GHz) Up 45050 0 0 1308 0 05:13:45 WLAN (5 GHz) Up 378607 295933 0 6199 4278 05:13:09

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 11399 2295 Line Attenuation (dB) DS1:24.1    DS2:74.0    DS3:0.0 US0:10.4    US1:59.8    US2:0.0 Noise Margin (dB) DS1:18.5    DS2:0.0    DS3:0.0 US0:9.3    US1:9.3    US2:0.0

[Chrisee]

@Willst132 sorry Sky only normally send that email where Openreach have indicated they either cannot (or it would cost too much) get the line up to the guarantee speed. This seems to be getting more common as the switch away from copper to fibre becomes nearer. 

Is there another non Openreach network like Virgin Media in your road? As without one the right to switch is pretty pointless although mobile broadband is viable for many people.

[Willst132]

@Chrisee Good to know.  Would it be worth getting in touch with Sky though as it is only the past couple of days that the connection has gone down or should I look at alternative providers now?  I believe Virgin are in my street as can get a quote from them.  Or would it be worth just getting an O2/Vodafone wifi setup in the house?

[Willst132]

Also, do I lose Sky Talk if I move Broadband provider?

[Chrisee]

@Willst132its impossible for me to know if mobile broadband will work for you but Virgin Media are likely to be able to provide a far faster broadband service. If you cancel the Sky service normally you would lose tge Sky Talk line and to be honest I dont know if they offer a stand alone phone service you would have tonask them. You maybe able to transfer the number to another provider like Virgin again you would need to check.

Its worth checking with Sky and also check if Openreach are going to run full fibre to your road - enter your details in this checker https://www.openreach.com/fibre-checker

[Willst132]

@Chrisee Thanks for your help.