Changed to full fibre 500

[Baz43]

I have changed from super fast to full fibre as I was getting speeds of 76mb/s and internet was dropping constantly and watching things like Netflix and having programs pause was frustrating. Sometimes a program would play but the sound would drop for a few seconds too.  
I was advised I didn't need a different hub yet speeds have stayed the same. All four green lights on the hub are on so and online test says broadband is fine. Any ideas? Thanks 

[JimM1]

@Baz43 Run the service checker, click on Broadband or the right arrow, it will show you what the last 30 days look like when sky are checking your service, link is below.

https://www.sky.com/servicechecker

[Baz43]

Hi yeah I have tried that and it's been 76 mb/s or there abouts for the last 40 days.  I received an email to say the full fibre was activated yesterday. I'm not the greatest with stuff like this but assumed it would automatically kick in. 

[JimM1]

@Baz43 It is a daily check so once activated and you are now i assume changed over to a FF500 connection, you have changed the cable over as it is NOT the same as what you had before, then 24hrs later you will see the step up to the 500 mark. See the link below for FF connecting.

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

Set up your Sky hub | Sky Help | Sky.com | Sky Help | Sky.com

[Baz43]

Ok thanks for the help. I was originally advised the hub was fine but didn't know about different cable. Thanks 

[JimM1]

@Baz43 Justed add a 2nd link will take you more to setting hub to the ONT. Sky would send you depending on what you have router wise, lets say the Broadband hub black, a NEW cable to connect to your NEW ont that was fitted inside your home to have the FF500 service.

[JimM1]

@Baz43 Full Fibre is completely different, if you did not have it before, then a Openreach Engineer would have visited your home, installed a new Fibre cable, a new ONT modem and ideally asked for your router to connect it up and get you started. Really sounds like you have NOT had any off this done or am i reading it wrong....

[Baz43]

Definitely haven't had a sky engineer out. 

I was originally on Sky Broadband Superfast with sky broadband boost. 

Then changed to FF500 and all I got was an email stating my new contract and a link to my order. The order stated it would be activated by midnight on 27th April. I've since checked again and it just shows I'm on FF500 and stays shows as active. 

[JimM1]

@Baz43 Was your original Broadband delivered to your home via a OR Master Phone socket or via a FF ONT unit, the link shows you the connection types. If on the phone line then normal speeds are on a 80/20 split, IT CANNOT jump from that type to anywhere near the FF500 Mb/s speeds.

But if it was via a Fibre no issue going up. The link below just click on it and see what speed it returns to you now.

www.fast.com

[Baz43]

To be honest it was my partner that originally organised it all but we moved house about 6 months ago and just brought all equipment with us. 

I've just clicked on the link and it showed 360 mbps 

Apologies for the lack of knowledge. 

[JimM1]

@Baz43 Ok you have nothing serious to worry about, you have a FF500 package, now jumped up from your 80Mb/s to the 500Mb/s speeds.

Sky have done as you asked and upped the speed limit you requested as your fast.com has proven.👍

No need to apologise general user's do not require to have knowledge of how all Broadband is Connected or works, makes it easier when you have the issue for what to do!