Full Fibre just connected but 45mbps lost at router

[Yar43]

Just had full fibre finally connected after waiting 6 months (3 months with Sky) with no internet or landline. We are in our 80s and this is our lifeline so has been tough to be without. Had to wait for a team to clear a blockage in ducting. Even when this was done Openreach struggled to pull the cable through to the property. Finally connected what is supposed to be 76mbps but we are only getting 30mbps out.

Have contacted Sky who refuse to do anything because it's within the first 10days - they quote the usual fluctuating to find optimum speed. I have tried to explained this isn't fluctuating, the speed is in fact not going above 30mbps and seems like it is being capped.

I have read other posts on this forum with the same issue in that there was a loose connection in the cabinet which automatically caps the speed to prevent further issues which does not show up to Sky on a line test.

I have continually explained this but they refuse to budge and considering we have waiting 6 months with no broadband or landline, and the problems they had pulling through the cable it would make sense to investigate. This and especially when it is Christmas when we really need the full speed with family coming and high usage of devices during that period.

It is quite saddening that Sky does not have any compassion with all the difficulties we have already faced. It seems clear they do not read any of their own forums to realise the problems their customers are facing and how shocking their customer service is.

If anyone has any help or ideas it would be appreciated. I have done the usual resets etc but no change. Same speed coming out hard wired and on wifi. Although Sky did try and convine us that it would be normal to lose 45mbps next to the router on wifi!

Thanks

[cookiemonsteruk]

@Yar43 

Can you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[TimmyBGood]

@Yar43 

76Mbs isn't a 'full fibre' speed band unless you specifically ordered Superfast but it was provisioned optically: was this the case?

[Yar43]

They call it full fibre but I assume thats because it is fibre to the property. I think 75mbps is what we should get.

When we were on copper we got the full speed on the package we were on 50 or 76 mbps.

So I am guessing from what you say this isn't fibre that can be increased/decreased as desired. It is rather just replacing the copper with fibre so getting those relevant speeds.

[Yar43]

@cookiemonsteruk 

I will have to get my son to talk me through it.

Thanks

[TimmyBGood]

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@Yar43 wrote:

So I am guessing from what you say this isn't fibre that can be increased/decreased as desired. 

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All FTTP can carry gigabit (or faster with better hardware).  It's just relatively unusual to swap Superfast on copper for Superfast over an optical connection.

[Yar43]

@TimmyBGood 

Apologies but don't know how to get the thread included.

Basically when we came to end of contract on copper the only options are FTTP as they are not supporting copper by any provider for new contracts. I assume thats part of the big switch off.

[Chrisee]

@Yar43 yes in some areas Openreach won't accept new orders from isps for services over the copper infrastructure. The advantage of fibre is it delivers the speed bought whatever the line length up to 20kms. You should therefore get 80Mb/s at the hub which equals roughly 76Mb/s at the device after overheads. Of course if your connecting over a slower wifi connection that is the speed your test will show.

[Yar43]

@Chrisee 

But it shouldn't be losing 45mbps coming out the router. Even on wifi it should only lose 2-3mbps.

So the question is why won't Sky do anything about this when I have even pointed them to the same/similar problems in this forum about auto capping because of a loose connection.

[Chrisee]

@Yar43 the way digital connections work mean a dodgy connection doesn't lose speed they either work or they dont. I dont know what your issue is but a "lose connection" isnt a factor.