Broadband speed less than guaranteed download speed

[Sandeep2025]

Hi,

I have a "Sky Full Fibre 500" plan and a guaranteed download speed of 400 MB/s. 

However whenever I run a Service Checker speed test from the Sky website, it never shows more than 95 MB/s. I've tried to use the "call us" option following the speed test, but all it does is send me an sms message to run the test again.

Can someone please suggest the next steps to get this resolved?

Thanks

[JimM1]

@Sandeep2025 With the figure you are throwing up to the Forum, you are on that hairy edge of the 100Mb/s speed off a possible bad cable from your ONT to Port4 of the sky Hub wan, so that is worth a look at, also what is that 30 day Service Checker history look like, Broadband and the > to expand and see, at least it is saying that you have the FF500 product!

Takes one bad connection or cable pin to drop you down to the 100Mb/s, and the cable is Direct from the Hub to the ONT, not through any other device!

[Sandeep2025]

Hi @JimM1,

Thanks for taking the time to respond.

I am unable to see a 30 history of the Sevice Checker results. At the moment, I am doing the check manually. Is that option available on the Sky app?

In all my tests the speed has been between 85 to 95, so it seems suspiciously close to the bad cable issue you mentioned. I checked the cable between the ONT and Port4 of the Sky Hub, and can't see any visible fault. I also tried to unplugging and replugging it but it didn't make any difference.

Is there an option to request an engineer visit to check that? The cable at the ONT end was fixed very firmly and I wasn't sure whether it is something that comes off.

Thanks

[Chrisee]

@Sandeep2025 i would definitely check the cablle between the ONT and your hub as a broken strand could cause the reduction. However clicking on the link under the speed result should get you further help.

[JimM1]

@Sandeep2025 Strange answer's so yes the ONT Ethernet cable comes off just the same way as you did the back off the Hub, new cable will be the best way to try and the quickest, asking sky good luck with that, Engineer visit you have to call to find that out, it all depends on the package you have, that decides a charge or no charge per visit. but it is £25 and the cable cost's a few £'s only, so worth having a go with it first. Takes 1 bad connection on that cable and you are down to the 100Mb/s and you will never get faster.

Does the sky Hub have lights on it where the Port4 wan connection is, if so look and say also LHS/RHS colour is important for both if it has them!

[JimM1]

@Chrisee Is there a reason that the 30Day history would not show up? Unless clicking on the wrong part, not got my old SR203 connected so cannot look see!

[Chrisee]

@JimM1 suspect because of the warning about need to fix the issue.

[JimM1]

@Chrisee Got it, with you on that!👍 Trying the different route to see if the Max Nic ports have led's on them like the SR203 Hub!

[Sandeep2025]

Hi @JimM1,

The Hub model is SR213.  I can't see any additional lights near Wan Port 4 connection. In the front I see a constant white light. I have taken pictures of the front, back and bottom of the Hub if that helps.

Thanks

 

[JimM1]

@Sandeep2025 That's ok, was taking the different approach, the baby brother of the Max has led's either side, and you can tell by the colour what the cable connection has synced at, 100Mb/s it's Orange, 1000Mb/s it's Green, but as the unit does not have them then cable swap is the next best thing, there is nothing that i know allows looking at the port link sync speed. Just looked on my Nokia ONT so NO lights on that either! 

Do see though you have another Ethernet cable on Port 1 have you tried a swap off the cables to see how it goes that's the whole cable both ends temp test?

[Sandeep2025]

@JimM1 - The ethernet cable on Port 1 connects to a Deco Mesh Wifi system.

I am going to try your previous suggestion of replacing the cable from ONT to Hub Wan port, and see how that goes.

Once again thanks for all your help so far, much appreciated.🙏

[JimM1]

@Sandeep2025 Why dont you just swap the cables over or kill the deco to test the sky Max hub, take you 2 mins to know if it's a cable fault or not!

Hope also that your deco is NOT messing and clamping your sky Max connection! You should have thrown that out right at the start, i have a deco mesh connected to a sky Max hub and now i cannot get above the wifi speed off a 100Mb/s! There may be nothing wrong with your cable connecting to the ONT!!!