Low speed

[Thick+as]

My broad band has not reached the minimum speed sinc  Ed December. I had a engineer come out on 5th January and he said outrdd ex ach needed to come out. This never happened I have contacted sky many times and eventually they sent another engineer out on bank holiday in august he checked it and said it was an outside fault he spoke to sky and I was told an outreach person would be out within three days I recieved a text to say my outreach guy was working on it and the Wi-Fi was rubbish that day and next day then was told it was rectified but thd next day it was terrible. I have called sky and now written 6 emails to complain showing the screenshots on my sky service checker. They agree I'm still not getting the minimum speed and also my mini boxes keep disconnecting at varied times. Sky have replied to my complaint telling me to reconnect them which I keep doing. Now they want to send another engineer out but I've been told it's not indoors. They have offered to give me two months refund for not getting the guaranteed speed. I have a booster. I've complained and said I should get from January refunded as they haven't surpliedvthe service I have paid for. They agree I've rung many times. But still not working I refused to pay august bill and now Septembers. They are saying they will restrict my services. I feel I need to go above sky as it's unfair they have left me for 9 months. And charged me 45 a month for broadband as I'm out of contract now I don't want to get in another contract if they are still not doing anything . It's so frustrating as you get a different person every time who pass you on to someone else. But nothing happens

[Lisa-P1987]

Hi there, we offer 2 months refund if your speeds are not reaching our quoted speeds, if after we run through tests and have engineers, we still cannot provide the agreed service, we offer the right to leave. 

If you continue with Sky's services after that point, you do so knowing that we cannot provide what we said we could. And we cannot troubleshoot it further as we have exhausted all the options and still not got a solution. 

I will provide 2 links below, one on the speed guarantee and one on our voluntary code of proactive which confirms that you have the right to leave, fee free, if we are unable to provide what we agreed. 

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

https://www.sky.com/help/articles/sky-vcop 

It sounds like the right steps have been taken by previous colleagues. 

[Thick+as]

Now want go sdd Ed nd a sky engineer out again. This should of been resolved in January when the engineer came and said outreach would need to come. And didn't I've called many times and messaged sky should not of left it this long 

when they knew the problem was there. Seems they have continued to charge me every month knowing the problem was there and they did not resolve it. And they knew my speeds were down as they checked them so surely should of refunded the two months automatically. 

t  ref ting g th o sorg it if they knew the problem they as therein jnary

[Chrisee]

@Thick+as as @Lisa-P1987 there a few cases where it is impossible to improve speeds without major work on the line. Openreach who own and maintain the network are increasingly unwilling to invest in the copper phone network as they are planning to switch to full fibre nstionally. This is very frustrating for those customers affected. Sky cannot force Openreach to do work or to run a fibre line to replace the copper one, Sky can give you refunds and release you from contract but they cannot get you the speed promised.

There is another snag is if you switch to any other ISP using the same line they will in practice have exactly the same issue whatever they promise at the point of sale. If you post your hub's stats forum members can independently confirm the issue see Find your Sky Broadband router statistics

Your only option to get faster speeds would be to useca different network like Virgin Media if  one serves your road or a mobile broadband service.

[Thick+as]

 

[Thick+as]

 

[Chrisee]

@Thick+as there does appear to be a fault on your line as the noise margin is over 8dB a normal figure is 6dB and a good line will achieve 3dB. Unfortunstely if that fault cannot be fixed which if I am reading your post correctly is what Openreach are saying you are stuck 31Mb/s is well over the 10Mb/s set as the minimum acceptable standard so there is no help,there. I think you maybe stuck until Openreach run fibre to your road or there is an alternative network you can use. 

[jamesn123 · Accepted solution]

@Thick+as 

As @Chrisee has already mentioned you appear to have a minor fault on the line. If Openreach have informed Sky that they do not intend/not able to resolve the problem then Sky will have let you know that you are able to walk away from contract if you wish. This does not mean Sky will stop charging you though, it is your choice whether you wish to keep the broadband service & keep paying or cancel it all and walk away from the contract.

[Leo15]

Low speed on WiFi it's between 8and 9 on the speed test

[cookiemonsteruk]

@Leo15 

Could you post your router statistics a shown below

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...