Broadband speeds consistently below guaranteed level, how to sort this?

[ellis651]

Our speed check shows its been below guaranteed speed for a while now. How can I improve this, or claim a refund?  Below are my router stats;

[Highlinder]

@ellis651  Could you run a broadband test, when it completes can you click on click on " Tell me more about my connection ". This gives you the speed that you are supposed to get between and your minimum. Could you post a screenshot of this please. But if it also gives you the ability to book an engineer do so also.

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[ellis651]

@highlander  Here are the results. There was no option to book an engineer?

 

 

[ellis651]

Can anyone from Sky confirm if anything can be done to improve the speed, or if not make a claim as not meeting guaranteed speeds? Thanks.

[Highlinder]

@ellis651Looking at the information that you provided with your router stats and also the connection test shows that you should be getting more speed than you are at present. Does the broadband speed test show no issues when you run it?

If it is showing no issues you will need to call Sky and say that you are getting below your minimum speed that you are supposed to be getting.

Dial 150 on your landline phone, when asked for the nature of the call say " Technical ", you may be asked for a mobile number give this, but DO NOT hang up, stay on the line to be dropped into the queue to speak to an advisor.

[jamesn123]

@ellis651 

A claim can only be made once you've notified Sky of the lower than guaranteed speed and they have made an attempt to fix the problem.