Do sky retest speeds and does my connection look OK?

[19ka]

Grateful for advice. I'm on the superfast 65 plan. I'm getting 37.8mbs. Not perfect but I understand there's loss and I'm fttc so distance/User issues at play. Talking to neighbours and other isps the line is expected to be hitting 50-70mbs. Looking at the modem set up, the speed looks set to 40mbs...so 37ish makes sense. But, and I am hoping the add image button shows up after this post, is there anything apparent that there is undue interference/noise that would cause that limit to look odd? I have had the contract for ages ( in 2018 I was guaranteed 50mbs apparently!). I think it's capped for consistency vs speed and drop outs but does it look iffy and is there a way to get sky to review/ re-do the 14 day test?

[19ka]

.....had to go out from the app, not use chrome and use duckduckgo to get the add picture buttons. Ace 🙂

 

[jamesn123]

@19ka 

Are you sure your on higher tier package? To me it looks like your on the 40/10 package rather than the 80/20

[19ka]

Hi. They told me I am on the superfast 80 they told me the other week when I was looking to renegotiate a contract? Could I be being missed do you think? It's been like that for ages.

[Anonymous]

---

@19ka wrote:

Hi. They told me I am on the superfast 80 they told me the other week when I was looking to renegotiate a contract? Could I be being missed do you think? It's been like that for ages.

---

Certainly looks like the lower tier to me, what you're actually paying for is another matter. Another call is needed I'm afraid and possible compensation or a better deal if so.

[jamesn123]

@19ka 

If you are on Superfast 80 then you must have a line fault which is possible because your upload is a bit lower than it should be. Problem is that unless you are below your minimum guarantee Sky likely wont investigate  

[19ka]

I will give sky a call and see if they have set me up on the wrong package on my router. Presumably that's something only sky can change remotely? 

If they say that's not the case I guess I can try openreach to check the line maybe if sky are unlikely to do so. I'm at the end of my contract so I'm tempted if nothing else to just go somewhere new and see what I get down the pipe.

Really appreciate people's feedback thanks  

[jamesn123]

@19ka 

You can ask but if they've already said your on Superfast 80 then thats the right one.

Also you can't engage Openreach directly, it has to be Sky thats why i said they may not be willing to investigate if your line speed is above minimum because if they try to pass it to Openreach, Openreach will reject it because the line is above minimums.

[19ka]

Thanks. So the contract I am on is the superfast one advertised at 61mbps.  This is what they are saying they see on the connection but not much interest in reviewing. All seems odd to me.  There's little to be done to test it then as far as I can see  bar change supplier. 

thank you for your patience 😊

I just explored your account and I can see that you currently have Sky Broadband Superfast
Normal Download Speed
35.3 Mbps - 39.3 Mbps

Normal Upload Speed
6.1 Mbps - 6.8 Mbps

Guaranteed Minimum Download Speed
31.8 Mbps

Is that correct ?

Qualified dentist soon with all the teeth I'm pulling with sky. Thanks again for everyone's input. 

[jamesn123]

@19ka 

Yeah so your syncing at 40mbps at the router & your minimum is 31mbps. Therefore Sky won't look at it any further as you are within the line predictions

[Chrisee]

@19ka it is Sky's policy to provision lines with handback/guaranteed speeds around 40Mb/s or below onto Openreach's 40/10 line profile rather than 80/20 despite the lines in ideal circumstances being capable of delivering speeds around 55Mb/s as it looks like yours potentially could. In practice this does not mean you are paying too much as both tiers cost the same but it can be annoying.

The policy has been queried on a number of occasions but never been varied to my knowledge.