Broadband speed

[Dennis27]

I'm trying to sort the broadband speed for my father in law who has dementia. Looking on here I can't find any links to be able to speak to an actual person. Running broadband tests on the My Sky app Sky says "all looks fine" How can an download speed of 9.5Mbs and an upload speed of 0.96Mbs be fine? A neighbour also has Sky Broadband and their download speed of 122Mbs and upload of 21.2Mbs so far far better! Can someone give me a number or details of who to we can contact to make this better?

[jamesn123]

@Dennis27 

Well that would depend on what broadband package your father in law is on. If its ADSL thats a pretty normal speed.

Can you post the router stats?

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717/jump... 

[Dennis27]

0.96Mbs upload is good???? I'm on asdl at home with Vodafone and I've just checked it and it's currently 6.61Mbs. And I'm having to post on some stupid Sky Community to sort it out or find an answer???? When I had an issue with Vodafone the app realised that I had an issue and within a day Openreach called and sorted it!

[TimmyBGood]

---

@Dennis27 wrote:
0.96Mbs upload is good???? I'm on asdl at home with Vodafone and I've just checked it and it's currently 6.61Mbs. 

---

The maximum upload speed on ADSL2+ in the UK is around 1.4Mbs which is then reduced by the line length to the telephone exchange.  Download speed tops out at 24Mbs: the huge asymmetry is reflected in the product name.

To get 6.6Mbs outbound requires FTTC and a reasonably short line to the local fibre cabinet.

[TimmyBGood]

---

@Dennis27 wrote:
A neighbour also has Sky Broadband and their download speed of 122Mbs and upload of 21.2Mbs 

---

And that has to be an 'Ultrafast'-branded service using either G.fast or FTTP: it's not possible on FTTC which has maximum speeds of 80/20Mbs.

[TimmyBGood]

@Dennis27 

The Hub stats which @jamesn123 indicated would show which broadband technology is in use and whether it's performing as can be expected: 9.5/0.96 is entirely plausible for ADSL2+ at around three kilometres from the exchange.

 

If that's the case, someone with account authorisation would need to place an order for a different broadband technology to get higher speeds: your comment about a neighbours connection would seem to indicate that's possible at the address.

[Dennis27]

Basically it's the same set-up I have at home (which is only about 1/4 mile away) but I'm with Vodafone not Sky and my service is way way better and faster. I shouldn't have to be posting messages on some community page. Someone from Sky should be available to make it better. But no, we have to pay extra to guarantee the speed! It's confirm if I ever consider changing my broadband supplier at home I'm NOT considering Sky as an option!

[TimmyBGood]

---

@Dennis27 wrote:
Basically it's the same set-up I have at home (which is only about 1/4 mile away) but I'm with Vodafone not Sky and my service is way way better and faster. 

---

It's almost certainly not the same underlying broadband technology: ADSL, FTTC and G.fast all connect over the copper phone line and Openreach wall socket but otherwise use very different signalling types and external network topologies which is reflected in widely differing speed bands.  Unfortunately the only way to confirm which is currently in place is to know the product name or see the connection type in the Hub stats: an ADSL connection would typically appear as 'PPPoA'.

[TimmyBGood]

---

@Dennis27 wrote:

Someone from Sky should be available to make it better. But no, we have to pay extra to guarantee the speed! It's confirm if I ever consider changing my broadband supplier at home I'm NOT considering Sky as an option!

---

Changing technology requires an account holder or their nominated representative with accredited account access to place an order for a different broadband service on a new minimum term: you'd find that's the case with any ISP because it's a legally binding contractual agreement and financial commitment as well as a technical process.

[TimmyBGood]

---

@Dennis27 wrote:
I'm trying to sort the broadband speed for my father in law who has dementia. 

---

This would appear to be relevant:

https://www.sky.com/help/articles/third-party-assistance 

[Dennis27]

We are now paying extra for a guaranteed speed and it all is working much better. Download 35.78Mbs & Upload 5.81Mbs. No one's done any changes to the line or tech, no new broadband box, all the exactly same, just have to pay the extra which we don't have to at home with Vodafone. It must be magic! 

[JPR007]

---

@Dennis27 wrote:

We are now paying extra for a guaranteed speed and it all is working much better. Download 35.78Mbs & Upload 5.81Mbs. No one's done any changes to the line or tech, no new broadband box, all the exactly same, just have to pay the extra which we don't have to at home with Vodafone. It must be magic! 

---

@Dennis27 no, it isn't magic. If you took note of what people in the thread were telling you, the original connection was ADSL, which would give the kind of speeds you quoted.
FTTC gives you the kind of speeds you are now reporting. All that's happened is you've been moved across to an FTTC connection. It is a change to the line but does not need an engineer visit to the property, so it happens seamlessly and can usually run on existing supplied routers. 

[TimmyBGood]

---

@Dennis27 wrote:

We are now paying extra for a guaranteed speed and it all is working much better. 

---

ADSL doesn't have a guaranteed speed 

FTTC does.