Got Fibre 500, still only getting 80mbps Download Speed

[Chris4318]

We recently upgraded from Super fast 80mbps to Sky Fibre 500. But since the switch, download speed has been capped at the old 80mbps.

I know this from testing the broadband and looking at the average daily speed. On the old Superfast it was always slightly below 80mbps daily, which I understand to be normal. Now it's changed to 500mbps it's exactly 80mbps like it's being capped at the old rate. Please see the below photo showing exactly 80mbps from the day we upgraded on 4th July.

 

I've seen other people have the same issue. We've already spoke to customer service and completed all the checks recommended such as rebooting the router, checking the ethernet cable etc but nothing has helped. In reality there's nothing wrong with the hardware because everything has been tested. The guy just sent us a replacement router, but it's exactly the same router. It doesn't feel like that's the problem though, as we've never had a problem with the router before and it feels more like the download speed is being 'throttled' at 80mbps because it's exactly that every day which is unusual.

I've seen the term 'incorrect speed profile' being used on other threads but seeing as we've already called customer service and they haven't mentioned this in not sure what to do. It's very frustrating to me that we've upgraded our internet at an extra cost to usand we're not getting anyway near the promised minimum 400mbps. Changing router seems like unnecessary hassle and it seems unfair that we have to put so much time and effort to try and get what we were promised.

Anybody experienced something similar or have any advice?

 

[Chrisee]

@Chris4318 It does look like you have been put on the 80Mb/s profile not the 500Mb/s you asked for. I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See here for details of how escalation works Escalating a post to a Sky expert | Sky Community

[Chris4318]

Hi,

Thank you for you help. Unfortunately after several phone calls and a chat, the problem still persists. We've explained we're on the wrong speed profile and continued to monitor the speed. We're at a loss really, it seems we can't get through to anyone.

[JimM1]

@Chris4318 The check is right on the hairy edge of a possible bad cable from the ONT to the sky Hub, it takes only 1 bad off the 8 cores on it to drop it down to the 100Mb/s speed range, so if you do have a spare cable lying around would be well worth swaping it over!

Plus one other thing, the hub has not been set to fast ethernet on it's setting's as that would force all the lan ports down to the 100Mb/s range!

[Chris4318]

I understand there may be other issues with the router & the cable. I just find it suspicious that our old rate was 80mbps and that's what we're getting everyday since the day we changed to 500mbps and it's exactly 80mbps. When we were receiving 80mbps Download speed it was always 70-something, it was never exactly 80mbps. This to me is very strong evidence that it's being artificially prevented from going beyond the 80 and that it something to do with our speed profile. 

I'm trying not to lose my cool whilst on the phone with Sky. We've already tried everything they've suggested. It doesn't seem like anyone we speak to understands what I'm on about when I say it's stuck at 80mbps. It's absolutely maddening and I think we're probably going to have to call it quits soon and we may have to explore other providers. It can't be that hard to fix it.

[JimM1]

@Chris4318 If you have the SR203 hub and web to 192.168.0.1 maintenance router status and per the example link below Modem is the only place that you can see if applied, but would try a cable on the Hub/ONT as a JIC factor!  

Re: Consistent latency issues - Page 2 | Sky Community and post 16.

[JimM1]

@Chris4318 See link below and post number 7.

Re: New gigafast- consistently slow!? | Sky Community

[Chris4318]

Thank you for you help.

Unfortunately I've followed your instructions and the router mode is already set to 'WANoE'.

We're still stuck at 80mbps. 

[JimM1]

@Chris4318 What about the cable between have you done anything, and also on the hub think it is the Ethernet tab, must NOT have the fast ethernet on as that reduces the speed to 100Mb/s on the hub nic ports!

[Andy-03]

We have exactly the same issue.  Sky offered us 500 mbps instead of the old 100 for £4 pcm less, so we went for it.  I was also told (by the Sky Engineer who fitted the OTP that Sky have been bought out by a large American company (cant remember who) and that the culture has changed away from service levels being central to the ethos, to volume of sales being central which is why they have turned every single "visit your home" engineer into a sales guy who can switch you to a "better deal" on the spot - which is what he did.  None of this would be an issue if it want for the fact that they have not done what they said - and if (as other posts indicate) it seems to be a problem with the configuration of the router then that's pretty basic - so why have some correspondants found no resiults when calling the experts (i.e. Sky themselves).  FYI my LAN cable is brand new and supplied by Sky themselves. 

[Andy-03]

 

......amd here is the paltry result just now.  5 mins ago it was 75mbps. It is literally all over the place. Good thing I don't rely on it for work!!

[Chrisee]

@Andy-03 Sky have been part if the Comcast group since 2018. Not sure what you mean by the OTP the unit fitted for full fibre is an ONT - Optical Network Terminator. Sky have reduced the number of engineersthey employ as they switch from satellite broadcasting to streaming. Sky's engineers and phonecagents have always been paid for sales leads its not something Comcast introduced..

Leaving aside the no doubt highly researched opions of the random guy installing your fibre connection your ussue is likely to be one of three things firstly most commonly the WiFi speed in your home which is over whelimingly most commonly issue. Secondly rarely it can becan issue with the cable connecting the ONT to the hub but that looks unlikelly in your case. Even more rarely there can be an issue with the speed from the exchange.