Huge issues with Ultra Fast Broadband and Sky refuse to help

[roboc]

The ultra fast broadband at my parents' house is pathetic and I have found it impossible to resolve.

Every time I speak to Sky, they run tests and say 'we see no issue on our end' or tell me an engineer will call me back and all that happens is that I get a text saying 'your issue has been resolved' 

The issue is that the speed of the internet fluctuates between 12mbps and 50mpbs (I'm paying for 500mpbs). Sky's test says we are receiving 400 yet every single other test says it's 40 or lower and the speed is obviously slow.

I have followed all of the trouble shooting. Sky have replaced the router but the problem persists. I have tried only connecting one device.

when you reset the router, sometimes the speed is faster for 5 minutes or so but then plummets and stays that way.

often the internet isn't working at all

sky have made it impossible to get help as they keep sending me to solutions that I've already tried 

[Chrisee]

@roboc  You do not say how you are measuring speeds but hopefully it is over a direct gigabit ethernet connection to avoid any issues with WiFi which are very common. There is no direct method to measure speeds to the hub with full fibre so the assumption is the bandwidth puchased is available and in the vast majority of cases that is true. Therefore with Ultrafast + you should see ethernet speed tests around 500Mb/s. Speedtests like Spreedtest.net are normally reliable.

[roboc]

I am measuring over WiFi. I have used::

fast.com

which broadband speed test 

Broadband speed checker

and many others. They all show the same issue and speed

 I have stood right next to the router with a laptop or phone and it doesn't make it any better 

[Ryan+H]

What's it like connected directly with an Ethernet cable to the router? 

[Stacelocks]

We have recently upgraded paying an extra £40 a month for what is apparently the best internet however I feel it's actually worse. It's absolutely shocking 😮 

we wanted to wait the whole 2 weeks and even after that it's still just as bad.

[roboc]

Thanks for your help. I don't have an Ethernet cable as I only have a need to use WiFi . I shouldn't have to buy one because I am paying for WiFi 

Sky should be paying for any equipment I need 

[Chrisee]

@roboc wifi is affecting by all sorts of issues like interference and attenuation so is never considered reliable. Its up to you but given ethernet cables cost a few pounds at most I know what I would try. 

[roboc]

Thanks for your help. I chose to cancel my Sky broadband today.

Sky's customer service has been appalling and I have wasted so much time trying to fix this issue and they can't be bothered to help. I guess being a customer for 15 years means nothing.

Sky's customer service is the worst I have ever experience...and I've previously used Virgin who I thought were bad.

If you're reading this and considering Sky, do yourself a favour and avoid them at all costs! 

[roboc]

If I were you I would cancel . Sky Broadband is absolutely awful and the customer service is the worst in the country 

[Lisa0512]

We have changed from a really old BT standard Wi-Fi to sky ultrafast fibre, worst decision we have ever made it's crap! Drops out all the time, sky were no help basically went on about where the router is (it's been in the same place for 15 years) and never been an issue, then went on about it getting through walls( there not made of steel, not even brick to be fair it's just plasterboard) again never been an issue with the years old BT set up! Working is now a nightmare from home! If anyone is thinking of changing I would not recommend, it was sold to me as all singing and dancing and would be perfect from home working and kids Xbox etc but absolutely not!!!