New customer slow speeds

[Pigeoncarriersp]

Good evening all,

I am seeking some help as I am at my Whitland with my internet and have only been with my sky broadband 5 days. 

Previously I was with Vodafone had issues with Internet speed which they failed to recognise until I was leaving them. At which point openreach came out repaired the line and I was receiving 40mbps+ up to last Sunday. 

Monday my switch to sky was complete and my internet speeds were back to barely hitting 6mbps. Based on using the same device and online checker. 

When I raised this with sky there saying there is no issue, its the speed they guaranteed me and all my line is capable of achieving. When I do a uswitch check the terraced houses either side of my home, offer guaranteed speeds of 35mbps+ however my line only offers 6mbps. 

I tried to discover why on Sunday I was on 40 before the switch then only getting 6 after the switch but they could offer no explanation. I don't know whether to cancel within the cooling off period and try and find an alternative supplier who will acknowledge something is wrong or just accept my home is in some kind of blackspot where both houses 10m either side have excellent connections.

Please find current broadband stats below. 

 

Router Statistics

System Up Time: 106:22:40

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 20929637 37427936 0 1046920 9506412 20:04:43 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 22855284 12633862 0 6794262 705824 05:27:57 WLAN (5 GHz) Up 72228965 37661542 0 0 0 05:27:51

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Broadband Link Downstream Upstream Connection Speed 10000 kbps 9995 kbps Line Attenuation D1(9.7 dB) , D2(21.7 dB) , D3(35.0 dB) U0(0.1 dB) , U1(13.3 dB) , U2(25.2 dB) Noise Margin 25.5 dB 13.2 dB

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Poll Interval:

Seconds (at least 3s): 

If someone out there could offer me their wisdom I would be so grateful.

Many thanks in advance

[Chrisee]

@Pigeoncarriersp its not entirely clear why but your service is currently being restricted to 10Mb/s down and 10Mb/s up while the dtats show potential for higher speeds. Normally Sky do not interfere with speeds for the first couple of weeks as the automatic systems should optimise ghe connection but your are not for some reason.

I am not sure wherher Sky can iver ride that poicy but in the hope they can I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to hopefully get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Tom-W19]

Thanks for escalating. We've sent an invite to @Pigeoncarriersp.