Low download speed, normal upload speed

[ccisoff]

Hi, all. 

My ultrafast broadband was installed yesterday. Although the router status shows the normal download speed, the actual download speed (about 38 Mb) in a speed test is much lower than the guaranteed (145 Mb). The upload speed is normal at 28 Mb. Do you have any advice on this issue?    Many thanks. 

[Highlinder]

@ccisoffHow is the device you are using to do the speed test connected and what tester are you using?

[ccisoff]

Thanks @Highlinder.  I used both a desktop with ethernet cable and also a laptop with wifi. Both gave the same results. I used an online speed test https://www.broadbandspeedtest.org.uk/ > Just rang the technical team of Sky.  Was told that no issue was found at their end and will keep monitoring my connection.  I will wait for a few days to see if it improves.  Thanks.

[Highlinder]

@ccisoffHow long has this reduction in speed been going on for you. Did see sometime back that users having similar issues with reduced speed and it is was found out to be a backhaul issue with Sky. But not sure if it was fully resolved.

[ccisoff]

Thanks a lot for the info @Highlinder The speed tests have been giving a download speed of around 38 MB since the installation. It was never reaching the average speed guaranteed. 

[Highlinder]

@ccisoffIf you are getting below the minimum speed you are supposed to and can show it. Are you getting any reduction in your payments for your services to Sky?

[ccisoff]

Thanks a lot for the advice, @Highlinder I haven't asked Sky for this, as they replied it could be the teething problem after initial installation. I will inquire if the problem exists after 1 week. Thanks!

[Highlinder]

@ccisoffYou should be getting the full speed from the time of install. I have the same package as you and went from superfast to ultrafast 1 and saw my speed double the instant the connection was changed.

[ccisoff]

Thank you so much @Highlinder Just had another speed test. The download speed now reached 145 M as promised! Thank you so much for all your advice. It is much appreciated！