I'm getting under the guaranteed speeds on sky broadband

[Urchin]

I was told yesterday over the phone with Sky that I needed a new router. My broadband is running well under the guaranteed amount sky guaranteed I would get. I phoned Sky again today & was told I would have to pay £4 a month for this new Router. Isn't this their issue, why should I pay extra because their service isn't performing as it should. Sky are already dearer than most isp. £40 month for Broadband & talk, no TV

[TimmyBGood]

@Urchin 

Changing router cannot affect broadband speed delivered to the address: it sounds like that was a misguided sales pitch for WiFi Max.

[Urchin]

Thank you Timmybgood. Looking in to this, that router would supposedly improve my WiFi so I suppose in a way it would boost the signal. Why do I have to pay £4 a month to improve their service. It also says I could get a refund as my guaranteed MPS is not being reached. Give me a new Router then & I'll be happy. Any engineer or Sky employee care to respond to this.

[TomCGray]

Hello!

The newer Sky Max router which comes with an added cost is wifi6 which basically means its signal strength and ability to penetrate hard surfaces is slightly better. Reliability in general may be higher (emphasis on the 'may be')

I believe Sky guarantee a minimum speed of 3mb download speed and for higher packages, this guarantee can be larger. If Sky are not meeting your minimum guaranteed speed then it is indeed their problem to solve at no extra cost - they can recommend the newer router sure, but this absolutely won't be a guaranteed fix as it really only helps to reach obstructed devices, not increase throughput. They will ask for you to perform some tests and checks before commiting to work.

In summary - check your guaranteed speeds for your package. Can you prove you are not getting the minimum with a speed checker tool/web application? If you can, get in contact with Sky. If they are meeting the minimum speeds, they are not obliged to do anything and will recommend you look to solve your problem with their better router.

[Urchin]

Thank you again Timmybgood. Yes I have run the tests.pluged in switched of done 16 pirouettes, moved the router into the middle of the room with no obstruction around it. Run speed tests from my sky & it fails every time. It says there's an issue I've been getting 34 their guaranteed is 37. My contract is due 04/02/2025 the guy I spoke to yesterday said my router needs upgrading & he would send it out free of charge. Today I have to pay £4 a month. That is the best they can do????

[TimmyBGood]

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@Urchin wrote:

 the guy I spoke to yesterday said my router needs upgrading & he would send it out free of charge. Today I have to pay £4 a month. That is the best they can do????

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They shouldn't have done that for a claim against the Guaranteed Minimum Download Speed.  A router upgrade though selling a WiFi Max subscription isn't relevant.

https://www.sky.com/help/articles/sky-broadband-speed-guarantee-a