Continued Broadband Issues

[MattVW]

The images are showing my broadband speed, I raised an issue for this and apparently Sky have found no issues on the line. The solution is for me to pay an additional £6 a month 

"13:30, Jun 4

Nikhil: There's no problem found on the Openreach network. The performance of your service may be affected by a recent mass sync event. Submitting a fault to Openreach won't speed up the restabilisation of this service. The best way to resolve this issue is to add a WiFi Max subscription, which will enhance your broadband signals. There is a charge of £6 a month for this service."

"Nikhil: I understand how frustrating this must be – let’s get it sorted. I see you're experiencing issues with your broadband speeds, and it's disappointing that our service checker has indicated a problem. While the network checks haven't flagged any issues, we want to ensure you're getting the best possible speeds. You need to get the WiFi Max router."

13:39, Jun 4

Nikhil: I can see the tests that were run on those dates. They indicate that the line itself is stable, but the WiFi signal within your home is struggling to maintain a consistent connection. This is why the hub is reporting 0.0 Mbps upload speed on those days.

What should I now do? I had much more of a conversation than shown, of which they reiterated the issue will be fixed with WIFI Max (or I'll get a refund). I have been working from home now for a long times, years, and never had an issue and now I struggle to log onto my work connection and Teams calls are almost impossible. I've disconnected the mesh, all smart devices and have just two laptops (both work) connect to the router and still no improvement. I've also tried a second router that I've previously had working with no issues and still have the problem.

I live in a rural location, do I just bite the bullet and go with Starlink?

Any advice? Feels like I am talking to a script whenever I contact help.

Any messages appreciated, even a 'keep your chin up!' ..... 🙂

Cheers,

Matt

[LJB-C]

Hi @MattVW, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[MattVW]

I have opened the community response chat and waited from 10:09am until the time I'm posting this reponse to see if there was a response so I have now closed that chat window, I assume when a response is provided I'll be able to come back in and see it.

Latest speed on the service checker is 5th June 14.2mb/s.  I no longer seem to be able to view the upload speed.

Using Fast.com I get the following:

Speedtest.net gives the following:

Thanks,

Matt

[Me134]

@MattVW Yep, that's definitely not right. You'll get a number 1 showing on the chat bubble whne you get a reply, just be patient as it's not an instant chat.

It may be worth reading through the following meanwhile and doing the full diagnostic first at least before you speak to someone.

https://www.sky.com/servicechecker
https://www.sky.com/help/articles/broadband-diagnostic-start
https://www.sky.com/help/articles/broadband-speeds-explained
https://www.sky.com/help/articles/broadband-tips-when-working-from-home

[MattVW]

Just had another text message stating that the issue has been looked into and no network fault can be found. 

This is the third message now. Picture from skyservice checker shows upload speeds still severly impacted. 

[Me134]

@MattVWI've just noticed the message from the Sky agent earlier regarding your end of minimum term, 24-07-2027 with £53 ETCs. The ETC's can't be correct unless the contract ends 24-07-2026 rather than 2027? If it it is 2026 then I'd consider switching to BT if available, even if it's dearer. I think you'll get more help resolving this.

[MattVW]

[MattVW]

I thought it was likely incorrect as well, the term is to 2027. I can only assume I'm doing something wrong somewhere, overnight the performance declines significantly and I've been told 3 times there is no issue.