We've been with Sky broadband (w/ Sky Max hub) for a couple months, a week or so ago noticed that the speed was slow.
Testing speeds on both the sky app on a phone & Ookla on my desktop connected by ethernet showed similar results (~11 - 14 Mbps download, ~15-18 Mbps upload) where our minimum guarantee is ~36Mbps. These results are consistent even when no devices are doing anything demanding like streaming/downloading etc.
After 3 days of monitoring and a few more waiting for the appointment, an engineer came round earlier today who ran tests before & after fixing a cable at some terminal & replacing the socket that connects to the hub. He showed me the results he got as texts, where he got similar results before but after he was reading 60Mbps download. He said the router will restart & take a few mins to diagnostics shortly after he leaves, so I waited an hour or so and ran another test. The results we're getting as well as the performance is exactly the same as before he came, even after trying unplugging router for 10 mins.
I've gone through the help guides & nothing has worked, submitting an issue form got closed because we apparently already have a case open. The Sky App says it will monitor our internet for the next 24 days but that's not an acceptable amount of time to wait for further developments on this problem, calling Sky is limited to Sky Mobile & Sky Talk packages unless we're willing to be charged (Which we're not)
Is there anything not included in the help guides which might be preventing us from reaching minimum speed?
Is there some way to bring this issue forward to Sky to let them know an engineer couldn't help, rather than trust in an automated process, that for as much as I know, will wait 24 days? It has already been at least a week.
Thanks
