New Broadband Connection - Not Reaching Anywhere near Minimum Speed

[Fran61]

Hi

We had Sky FTTP installed today by Openreach as they had to run the cable from the pole.

The engineer said the ethernet cable is supposed to be in port 4 but that doesn't work.  He thinks the hub is possibly faulty.

It is now in port 3 and it works but we are getting very low speeds in comparison to what we are paying for, which is 500Mb.

Can anyone help please?  Could the issue be that the ethernet isn't in port 4?  If so, how do we get a replacement hub?

Below are the hub stats and speedtest.

The Sky BB Speedchecker shows

This is what is coming out of the hub, even with a laptop connected directly to the hub.  We have tried various speed checkers, they all say the same

[JPR007]

@Fran61 When setup up for full fibre, the connection from the ONT should be into port 4. 

If there is no connection there, you need to check the router is set to operate in the correct mode for FTTP,  as otherwise it'll try to connect via its DSL modem mode, which may explain why you had no connection. 

[Fran61]

@JPR007, thank you.  Can you tell me how we check the setting and alter it if necessary please?

[Chrisee]

@Fran61 Itvshouldn't make a difference to the speed of your connection thst you are using port 3 instead of 4 but you need to call Sky and report the issue.

How are you measuring speeds? If it is over wifi you often end up measuring the speed of the wifi connection in your home. To check the speed to your hub run the test over a direct gigabit ethernet connection shere you should get your full 500Mb/s. It is possible thst your connection has not been configured correctly but it is rare hdnce the need to test in the correct way.