I was sold a 1gbps package which was activated on the 26th of August 2025. The test the engineer ran on the day showed the guaranteed speed but I have not been able to get more than 200mbps anywhere in our small flat since then.
In a flat this size, I should not need to use wifi extenders and ether over powerline adapters, however I have tried both of these solutions, with different devices and manufacturers and still cannot exceed 200mbps on any devices. I've followed all of their online guides and suggestions on improving speeds, and been bouncing around the website over the last month trying to get in touch with a real human. Alas, no luck.
From the hub to my PC, a WiFi connection spanning a whopping physical distance of 10 meters, I get a maximum of 100mbps -- if I'm lucky -- but usually less (bear in mind my guarantee is ~800mbps.) I have a dedicated wifi card in my PC which has a bandwidth of 2400mbps. In previous residences, I have been able to achieve 800mbps at a far greater distance than what I am currently getting <100mbps from Sky. My PCs wifi capability is not the problem.
I tried to find a way to contact sky but they seem to want to make it incredibly difficult to speak to anyone (case in point, despite their chat support advertising 0800-2030 Mon-Sun hours, I am told it is unavailable at 1500 on a Friday.....)
Fine. I'll buy a WiFi extender (also 2400mbps bandwidth) and see if that helps. The connection is more stable but still hovers around 100-200mbps -- again this is 25% AT BEST of what my guaranteed speed is.
I've now tried using a powerline ethernet adapter, giving me an ethernet connection from the router to my PC. Somehow my download speeds are even worse with this at 11mbps.
Since the 26th of August I have not even been able to achieve over 25% of the guranteed speed, but their useless (and, in my opinion and experience) biased speed checker via the website and app is telling me "there are no problems" with my broadband. This is unequivocally false. I can prove it and am happy to do so.
I'm not tech illiterate. I am an IT professional and currently working as a cloud engineer; I have a comprehensive understanding of how a home network functions. Despite all the troubleshooting and additional equipment I have purchased off my own back, I can't get a speed greater than 25% of my guaranteed speed for 30 days.
Do I have any recourse or way to get in touch with Sky about this? Is there anything I can do to get out of this contract early? Or are they going to look at the (false) results of their (biased) app and try to gaslight me and tell me that I'm wrong?
