Gigafast guaranteed Speed

[STJ2803]

Hi,

I had my Sky gigafast broadband installed on Friday last week (9th Sept) and I'm getting 500MB download which is lower than the recommended download (600mb). I spoke to someone on the day it was installed and said that the speed was lower but got told to call back in 14 days as it can take a while for the line to settle.

I was prevously on Virgin media and never had these issues with the speed it was there from the start. I've included the router statistics below for reference.

Thanks,

Simon

[jamesn123]

Hi @STJ2803 

What device are you testing the speed on and how is it connected to the router?

[STJ2803]

I've connected over wireless using my iphone. I've also tried connecting to the router using a wired connection with my laptop and get the same speed

[jamesn123]

@STJ2803 

Are you able to post a screenshot of a test from speedtest.net using a wired device? Also is the laptop directly connected via ethernet to the hub or do you have something inbetween such as a booster or powerline adapters etc

[STJ2803]

Apologies my last post was incorrect. I tested the Laptops speed over wifi and not via a wired connection as my laptop doesn't have a ethernet port. 

[jamesn123]

@STJ2803 

500mbps over WiFi is a very good speed and you likely wont see higher than that. The guarantee that Ultrafast offers is for speeds over ethernet only not WiFi.

The idea of the Ultrafast package is to provide UHD streaming speeds (Approx 30-50mbps) to many devices at once. Not to provide a single WiFi connected device with 500-1000mbps 

[STJ2803]

Its a good speed but not the speed I'm paying for. The customer service person i spoke to on friday mentioned nothing about wired connection speed.

I was told to wait for the 14 days to see if anything changes with the speed and I guess thats what I'll do for the moment. If after this I'm not satisfied I'll cancel as I'm within my cooling off period of 31 days.

[jamesn123]

@STJ2803 

I can tell you for a fact now you wont get the full speed over WiFi. No sales person will tell you that it needs to be wired but in the small print it will say that your speed guarantee is the line speed/wired ethernet only. Its the same for all ISPs. 

[jamesn123]

Oh and there is no 14 day training period. This is for FTTC connections only. Since you are on FTTP the connection is either on or off & the speed you get on day 1 will be the speed you get from there on.

[simon194]

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@STJ2803 wrote:

Its a good speed but not the speed I'm paying for. The customer service person i spoke to on friday mentioned nothing about wired connection speed.

I was told to wait for the 14 days to see if anything changes with the speed and I guess thats what I'll do for the moment. If after this I'm not satisfied I'll cancel as I'm within my cooling off period of 31 days.

---

Unfortunately it's a limitation of Wifi 5.

Until Sky start providing a Wifi 6 hub, it's best you will get. but you will still need wifi devices that support Wifi 6 to get faster speeds over wifi.

[STJ2803]

I spoke to the Sky customer service team and they've told me that the cooling off period is 14 days. They said to check the speed after 10 days and then give them a call. If at this stage I'm not satisfied I can cancel my service. Ideally I hope the speed does improve but I guess we'll wait and see

[STJ2803]

Hi,

I'm curious to see what speeds others are getting on Gigafast. I'm currently getting around 500mb download and 105mb upload.

thanks

simon 

[Chrisee]

@STJ2803 reading your previous posts you are only likely to be able to access speeds over 500Mb/s over ethernet or if you use a router or access which offers wifi6 and your laptop does as well. The restriction isnt your connection its likely to be within your home network The main reason why people buy a faster link is so multiple users can use it simultaenously.