Minimum Broadband Speed More Than Halved After Contract Extension

[DuncanG]

After extending my Broadband with Sky in December 2024, my minimum speed has been more than halved and my actually speed has also more than halved.  I am hoping this is just a mistake and can easily be resolved and is not a way for Sky to 'save costs'.  

Facts

• When signing up to Sky in June 2023, the minimum speed guarantee was set at 30.2Mbps
• Actual speed was above this and upwards of 40Mbps
• Since agreeing to stay with Sky, the new minimum speed is 11.8Mbps
• Actual speed is around 13 with a max of 18Mbps

I have the orginal email from 2023 and at least 6 years of fast broadband experience to know that my speeds 'settled' on the 40Mbps mark (after starting off in the mid 60's). 

After a call to the support line, they reiterated the lower guarantee speed (frustratingly) whilst confirming I am on the highest (same named) package available to me.

Can someone please explain how this happened and what I need to do to get it resolved?

Thanks

Duncan

[pengedragon]

So they told you the speed would be lower when you renewed? 

[TimmyBGood]

@DuncanG 

'Guaranteed' speed is calculated from Openreach line data for that particular circuit: if the connection has degraded (line conditions or cabinet crowding) then the 'guarantee' will be decreased.

ISPs don't save any money other than the difference between 80/20 and 40/10 wholesale rental.

[DuncanG]

It was done all through the automated system (ie I received and e-mail saying 'thinking of leaving us' and then I clicked through to renew).  I can tell you that at no point during that process did it say my speed was reducing (in fact, it still showed that it was going to be 30+).  The e-mail I subseqently received though does give an updated minimum speed (which I have obviously missed until now).

[DuncanG]

In regards to it being set by OpenReach, if I go onto a comparison site and enter my details, I am still offered broadband up to 67Mbps (as I always have done in all my previous moves between providers) - obviously I don't actually get that speed but have been stable around 40 for when FTTC first came here about 7 years ago.  Neighbour, who is further away for example is also steady around 45Mbps.

[DuncanG]

Just went through the process on the BT website and they say I should be getting between 36-50 with a minimum speed of 30Mbps.

[TimmyBGood]

@DuncanG 

It's perhaps worth noting that all such 'guarantees' are actually a guarantee of a small refund and early exit without penalty if that speed isn't reached.

Below that, there's the Universal Service Obligation of 10/1 Mbs (with BT Broadband being the USO provider)

All of this is based on the legacy copper network, and rendered redundant by FTTP.

[FLC]

@DuncanG 

What speed does the BT Wholesale Checker show for you address?

BT Broadband Checker

Also what router are you using, was it replaced when you renewed?

[DuncanG]

@FLC  -thanks for the useful link.

VDSL Range B Impacted states I should have a High Downstream of 61.6 and a Low of 40Mbps.  Currently observed is 14.99.

[FLC]

Then I would guess you have a fault. The problem now though is that you've accepted the new figures & Sky will almost certainly hide behind those, as you've found. Only two options I can see are one of the Superusers escalating this to Sky, who may look at it more sympathetically. Or if you're still within the cooling off period, use that to invoke a move away. A call to the "Thinking of leaving" dept or whatever it's called may elicit a better response.

The reason I asked about the router is I was supplied with the SR213 when I signed up in November. It's a piece of junk so I bought an SR203, but that only gave around half of my usual download. No idea why that is but swapping back & forth, it's 100% repeatable. That was brand new but I haven't seen any other reports, so maybe just another piece of faulty Sky hardware..

[DuncanG]

@FLC - Thanks for the advice - looks like I am still within the 31 day cooling off period so will do as you suggest tomorrow and let you know how I get on. In regards to the router, it is still the original SR203 so nothing has changed there.

[DuncanG]

Just called up Sky and the 'computer still says no' so unfortunately I will have to look for an alternative provider and hope that resolves the issue.  Shame as up till now, I have had no issues with Sky and the price was reasonable, hence extending the contract.

[Chrisee]

@DuncanG you appear to be a victim of something we see increasingly commonly which is Openreach reducing guaranteed speeds rather than improving slow copper lines as the company switches over to full fibre. .Changing isp is only worthwhile if you have access to a different network such as Virgin Media's or one of the Altnets otherwise the choice is mobile broadband or Starlink.

[DuncanG]

@Chrisee - I fear you might be right but while the computer says no for Sky, at least with an alternative provider I will be able to have a conversation where they have committed to a higher speed and it will be on them to discuss  with OpenReach.  I will update as to what happens next and if this issue is resolved or has been made a permanent fixture. 

[Chrisee]

@DuncanG sorry that is not going to happen all ISPs using Openreach use the same database. Whatever they might promise when selling to you the end result will be the same.