Guarantee download speed

[Charli19]

My download speed is saying 15.7 when it should be 57.8 and I'm paying for 69.something speed. How do I claim money back or upgrade free of charge

[JimM1]

@Charli19 Have a look at your service checker history, that has 30 day's reporting that sky records against your connection, use the broadband and then > to expand and view it!

https://www.sky.com/servicechecker

[Charli19]

Showing its 69.something for the last 30days when I have proof it hasn't been.  Will call them tomorrow if they are open hopefully 

[JimM1]

@Charli19 What proof do you say you have, speed to the sky Hub is different from speed to your device and the method that you are using to test it! There is ONLY one true way to test your connection speed and that is a wired device that is capable off doing so, and ALL your wireless devices off so as not to interfere with the test method, not doing that you are wasting your time!

[Charli19]

My devices tell me my download speed and upload speed.

I'll speak to them tomorrow its fine

[daveNOS]

@Charli19 It's worth noting that although Sky state "guaranteed download speed" that's s not what is actually guaranteed, they guarantee the line access speed from the exchange/cabinet to the router, if your device is reporting less(and it always will) then that is the troughput(download speed) and that is not guaranteed by Sky or any other provider. 

[Chrisee]

@daveNOS it is 99.9% likely you are just measuring the WiFi speed in your home which is slower than the broadbsnd connection to the hub. This is an incredibly common issue but given wifi speeds depend on the lsyout and type of construction of your home it isnt something Sky can guarantee. See https://www.sky.com/help/articles/broadband-speeds-explained