Broadband speed low, disconnections

[Sarahm3009]

We moved in to our new flat on 19/11/2022. 

There is only an available guaranteed speed of 25 in this area. 

We were advised to try to use the internet to the max so that Sky could do the usual.

Except since we went live we have had constant issues with the speed not meeting minimum, even dropping as low as just under 1mbps -2mbps, and regular drops in connection completely. We have a new hub with 4 lights on the front. The lights would be fine and not show any orange status when this happens. 

You expect some up and downs as we always have with previous broadband suppliers, but I have lost hours with work now (working from home) because of this, after 10-14 days. 

We kept getting told we had the expect speed and there was nothing wrong and to just keep rebooting the router and it would settle. It hasn't. 

Finally Sky realised something was an issue as they could not connect to our line to even run the diagnostics, neither could I using the Sky app. It would get stuck on connection to the hub. 

They sent an engineer out from Sky who tested the line and said oh I'm seeing 30mbps, looks fine. Then realised he was getting a split pair fault coming up. He replaced the master socket plate to a newer one (5C) and said we have a broadband only line (don't remember the exact word he gave it, but began with S). Since the plate was changed, we can now run the diagnostics. 

He booked a job with openreach. They came a few days later. 

Openreach tested the line and was talking to Sky and said it can't be a split pair as the tests he has run wouldn't produce the good results if that was the issue. He said he had seen this issue come up when the Sky router was the issue. 

Sky said there were code violations coming up on the line regularly and drops at various time with no pattern. The speeds looked fine. 

They asked the Openreach engineer to do a lift and shift. He did this. We were then told we would have to wait another 10 days to let this settle. 

Since then, it's been worse. We are now experiencing more drops, regularly pictures will not load on webpages or apps like Amazon. It's slower when we do the speed tests. But ofcourse the sky app always says 30mbps tested a few minutes ago. 

I won't bring up the sky stream puk issues as this is a broadband space, but it's also rediculous. 

The things the staff on the telephone lines have said are not correct, someone else will say this isnt true, and no that information you were told/promised is not correct. 

The person we signed up with in the first place screwed everything up from the begining and it's been nothing but trouble. 

Then once the engineer from openreach has been, I get a text saying good news, we've fixed your internet issue... No you haven't, not did you even ask. 

That day my connection dropped completely and I couldn't work again. 

I called up and explained what was happening and said the only thing that was happening this time was the orange light was on on the VOIP light, which makes no sense, as the person on the phone told me. 

He asked me to reboot,even though I'd been told not to,after previously been told to reboot. 

He then started talking about why I had such a low speed... Because that's the only speed available in my area. 

He then told me I could sign up to get alerts about when it would increase. 

Completely ignoring the issue at hand. 

I told him this was not the issue at hand, and openreach have no plans to get ultrafast speeds in my area at in the next few years. He then said he would send a new router. 

We received this, nothing has changed.

I'm at my wits end now. I am having to make up all the time for work that it being spent on people coming out, as well as not being able to work, and I'm fed up of being told everything looks fine. It clearly isn't. 

Can someone please help me? 

Please see my router stats. I've included this as it seems to be regularly requested in other subjects. 

Both sky engineer and openreach see no issues with placement of router or any other issues in our home that a user may cause.