Broadband speeds less than guaranteed minimum

[Gamer2]

After making a phone call just over a week ago about my broadband speeds being very slow (24mbps), they have improved to 64mbps!! My package should be giving me 154mbps with a guaranteed minimum download speed of 100mbps.

The Technical Team were going to look into it and get back to me within 72 hours from that initial call. That has yet to happen. I have followed all the steps that are stated on the step by step, instructions from the call centre and I have even spoken to a field technician (who was doing some work near where I work), all of which haven't solved this issue.

As the speeds I am getting are below the minimum speeds that were stated in the contract that I agreed to - and the customer care team have emailed saying that it is below too - what are my options? Only because it doesn't seem like Sky want to do anything about it.

[mae-3]

@Gamer2 

Sky is contractually obliged to fix the issue with the speed in a month and if they cannot provide the minimum guarantee speed (MGS) then they will give you the option of releasing you from the contract without penalty.

[Gamer2]

Thank you, I will give them their 30 days as I have complained numerous days in a row. Then if they haven't sorted it or come back to me - then I guess it's a good thing.

I'm doing speed tests daily which are all coming up a lot less than my guaranteed minimum speed!

[Chrisee]

@Gamer2 what service are you buying is it over a full fibre connection or over a  copper line using G.Fast?

Normally full fibre has few if any speed issues but G.Fast on the other hand can be problematic.. Openreach seem to be increasingly less  eager to sort issues on copper lines as they switch to full fibre. In additionmost ISPs have stopped the sale of G.Fast it is becoming more difficult to buy. Therefore your choices if Sky cannot get Openreach to imorove the line will be very limited unless you have access to a different line or you switch to mobile or satellite connection.

[jdb1703]

I've had exactly the same issue now for 6 months - they seem completely clueless as to how to fix the issue. I upgraded from 100MB (when I was getting 88MB max but dropping) to 400MB (where I am still limied to 88MB) - advised by the that days support staff to do so!

I firmly believe I was misold a faster broadband service when they cant actually deliver it. Support have been useless - andI'm still waiting for this mythical call back after 72 hours. 

[Chrisee]

@jdb1703 How are you measuring speeds? Speed tests record the slowest part of the transfer which can be within your home network. Typical problems are slow wifi or even using a 100Mb/s ethernet link rather then Gigabit ethernet. 

[jdb1703]

I disconnected EVERYTHNG, changed the password and hard wired my laptop to the router. Still 88MB .... 

[Chrisee]

@jdb1703 have you checked thst your laptop has a Gigabit ethernet port and is correctly configured to use thecfull speed? Speed is suspiciously in the area that a 100Mb/s port would return.

[jdb1703]

Ahhhh, great intel. How do I check that? I have a CAT 6 cable but good point on the laptops capabilities? 

You're more helpful than all of the support team I've spoken with ! 

[Chrisee]

@jdb1703 the csble doesnt matter unless it is gettting near 100m long😀

Assuming its a windows laptop this may help https://www.windowscentral.com/how-determine-wi-fi-and-ethernet-connection-speed-windows-10

[jdb1703]

Update .... I have checked speed of LAN adapter and it states 100MB. Went into adapter settings and located 'speed and duplex' option,  switched from auto negotiate to 1GB .... and connection to internet drops. Unsure if this is a router issue or laptop now. Router is SR204. 

Found a setting wihtin the router to change ethernet speed to gigabit (previous setting was fast... )
I now have ethernet 300 ishMB downlaod speeds! 

Coun't find a simialr setitng for wifi though - hwoever tested wifi speeds and now getting 250 ish MB ! Which is way faster than what I Was getting, so looks like the gigabit setting under ethernet has somehow upped both connection types?! 

Thanks for your help! 

[jamesn123]

@jdb1703 

That would be because your Sky hub connects to the Openreach ONT via one of its ethernet ports. If your hub was set to 'Fast' ethernet then it would have been limited to 100mbps no matter how fast your speed was getting to the Openreach ONT. By changing it to Gigabit you've not only increased the connection speed to your laptop via ethernet but you've also increased the speed to the Openreach ONT allowing your WiFi devices to get faster speeds. 

It is beyond me as to why Sky's troubleshooting tools do not check this or at least have the support agent get you to check this when any FTTP connection is in use. 

[jdb1703]

Totally agree - I must have spoken with 10 different people over the phone and have had 2 engineers round. Not one of them has suggested making this change. Thanks again to all on this forum  outstanding work. 

[Gamer2]

I have a full fibre connection.

I was getting 17mbps on copper!! Which on one of the tests they did on fibre they got a 24mbps reading. 

Paying extra for 7mbps isn't really worth it haha.

I'll see what they'll say when their 30 days run out - if they even bother to get back to me.

[Laing1]

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@Gamer2 wrote:

I have a full fibre connection.

I was getting 17mbps on copper!! Which on one of the tests they did on fibre they got a 24mbps reading. 

Paying extra for 7mbps isn't really worth it haha.

I'll see what they'll say when their 30 days run out - if they even bother to get back to me.

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@Gamer2 don't suppose you could post your router stats could you see link below on how to do this 

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M3125...