Minimum Guaranteed Broadband Speed not being met

[BenW3]

I moved home and and made the switch from BT Full Fibre to Sky Superfast (part of a package including broadband, Sky TV & netflix). Got it all installed on the 19th Sept. I'm in a block of flats where there are several other Sky users.

Internets felt pretty sluggish since being installed so just been testing it. Sky's flagged an issue with it in my account, have done the tests and no improvement (meant to get 65.2 - 74.1 download speed with minimum guarantee of 58.8 but I've not hit higher than 55.6 at any point since installation).

Once I'd done the test I then received an unprompted email from Sky to 'offer me the right to exit'. Does this mean there is literally no way I can get improved internet without having to upgrade (which is what I'm assuming the email means by 'we'd love to talk to you about finding the right products that meet your needs')? I'm hoping that's not the case as it'll be pretty frustrating considering I've purchased the wider package on the premise of the offered speeds.

Thanks in advance for any guidance / help on this!

Ben

[cookiemonsteruk]

@BenW3 

If you have a black router could you post the statistics

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

Also enter you full address below and post the table after removing your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Chrisee]

@BenW3 that you have received that letter means Sky have raised theclower speed issue with Openreach who have come back and said that they cannot meet the speed guarantee thecdatabase promised. This used to be rare but we are seeing this more frequently as Openreach are unwilling to donwork on the copper network as they switch to full fibre.

Although Sky will release you from contract if you switch to any other ISP using the same line you will get the same result although they may still base their speed gurantee on the same database entry as Sky did. It is only worth moving if you have access to a different network like Virgin Media or can usexmobile broadband.

[BRENDA+WALSHE]

Hello BenW3

The same thing has happened to me after my son ran the tests last Friday. I received the "would you like to exit" message.

I also live in a block of flats & my son suspects that the issue relates to how the cables run between the BT OR street cabinet, main building DP, eventually to my flat - thinks there maybe many jointing points. He also commented that as where I live is a big building "God only knows how long the run is" & "possibly with crap quality internal cabling".

BenW3 - you may have same issues which will mean BT OR will wash their hands of the issue at the main incoming DP - well that's what my son said. He suggested as I'm not a power user, will have to put up with it or spend money swapping to a true fibre to the premise base service.

[sparkyspark]

I have had the same problem for the last 20 days, initially 300mb from 22nd January then dropped to way below 300mb on the 29th January and had the two "Right to Cancel" emails as Sky have not met the terms and conditions. But if I understand what someone has contributed that even if I move providers I would still have the same issue where Open Reach are unable to meet the speeds quoted on the Sky Contract of a 300mb connection with a minimum of 200mb??