Full fibre 100

[Maz19721]

why is it slower than my old Sky broadband super fast. Can't even watch smart tv without everything buffering. Doesn't cover the whole 2 bed flat! No good for working from home, teams meetings freeze, connection drops. All sky diagnostics state all working as it should be. Clearly not. Not had this problem before! 

[JimM1]

@Maz19721 When you upgraded, did your hub position change by much from where it was to where it is now, and did you also keep your old hub!

[Maz19721]

Hub is in the same place and we weren't supplied with a new hub? Should we have?

[JimM1]

@Maz19721 See the link below and say what hub you have from the pictures, going from a FTTC to a FTTP connection should be good, if you where on a 80/20 fttc you will not see any or much difference. When my FF500 get's busy have seen it as low as 200Mb/s but it is expected so that is why i went from 40/10 to the whole 500!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

[Maz19721]

We have the Sky broadband hub. 

[JimM1]

@Maz19721 Run the service checker, expand the broadband link > and see what is applied on your daily link history that sky see when they check! Link is below!

https://www.sky.com/servicechecker

[Maz19721]

I've done that. States nothing is wrong when their clearly is. We've never had buffering issues. Now we can't have more than one smart tv on at a time otherwise the other one buffers continuously. If we go on our phones when watching telly, it buffers. It's ridiculous 

[JimM1 · Accepted solution]

@Maz19721 The record contains the last total 30 day's off history if you are using the sky hub on a daily basis!

Looks along this line!

[Maz19721]

Yes I've seen that. States all ok and a speed of 109, somethings not right though. Teams drop, buffering, can't use more than one smart tv. Nothing changed in the house other than switched to fibre!

[JimM1]

@Maz19721 Can you run the speed test below and pay attention to lost packets.

https://speed.cloudflare.com/

[geoff88]

I have exactly the same experience.

The diagnostics say everythng is good but the reality is different.

Don't know what to do.

[Marcelk]

I have got Sky full fibre installed to day and the minimum guaranteed speed is 100 Mbps but in my case it is only 76 Mbps

[JimM1]

@Marcelk Is that what the service checker shows as speed to the hub! Day one today you have No history and how are you speed checking! Below all about sky speeds, and below that the service checker when you need to view your daily history!

https://www.sky.com/help/articles/broadband-speeds-explained

https://www.sky.com/servicechecker

[Marcelk]

I have measured the Internet speed with a speed tester from the Internet 

Why has Sky not a speed tester?

[TimmyBGood]

@Marcelk 

The Sky speed test is the report from the Hub itself, viewed in the My Sky app and on the link above.

Speed tests on other websites accessed from a wireless device are essentially testing local WiFi rather than the internet connection.