Broadband speed

[Jc110]

I am paying over 40 pounds for sky internet and the speed is 5mb and I get buffering all of the time . It's terrible . Has anyone any idea how to fix it's meant to be high speed 

[Highlinder]

@Jc110  black or white router from Sky?

[Jc110]

Black router . I tried doing a diagnosis and it says there is a problem but it's asking me to change all these cables round and do something with a filter . I haven't got a filter I have one cable that goes into the wall phone socket and one power cable 

[TimmyBGood]

@Jc110 

FTTC speed isn't related to pricing: it's almost entirely a product of the copper line length to the fibre cabinet.

[Jc110]

Thing is I am guaranteed 28mb and most I have ever got is 11mb so I am paying for a product that I am not getting 

[JimM1]

@Jc110 Post your router stat's just as you see in the link below.

(1) How to read your Sky Hub statistics

[TimmyBGood]

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@Jc110 wrote:

Thing is I am guaranteed 28mb and most I have ever got is 11mb 

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That's a very poor speed for FTTC which suggests a lengthy line and consequently lots to go wrong.  You can claim against the 'guarantee' (which is actually a guarantee of a small refund, not a guaranteed speed) but realistically Openreach just isn't interested in improving copper when in most cases this is being replaced by fibre anyway.

[Jc110]

Is there an actual person I can talk to at sky rather than posting in here ?

[JimM1]

@Jc110 The number is in the link.

https://www.sky.com/help/home

[Jc110]

That's not a number that's a link and here lies the problem it's all auto bot . I just need a number to call someone 

[daveNOS]

@Jc110 The link posted does provide a phone number(the forum filters do not allow the number to be posted here), you just need to scroll down and click on "need more help", when calling you will initially be speaking to a bot but just stay silent and it should eventually put you through to an agent.

[Jc110]

I spoke to an engineer and they can't get speed any higher than 11 mbps so will go with another provider who will be a lot quicker . He actually helped me look for one which was nice . 

[TimmyBGood]

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@Jc110 wrote:

 so will go with another provider who will be a lot quicker .

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That will have to be Virgin or an altnet (private fibre) ISP.  All Openreach providers are limited by the current infrastructure.