Not getting guaranteed minimum download speeds

[ceryni]

Hi all, 

I’m consistently getting ~45 Mb download on my current Sky broadband, but my guaranteed minimum is 68.3 Mb. I have a fibre upgrade booked, but the install date keeps moving (originally June → July → now 30 October). I work from home, and the current speeds are having a real impact, so I’m looking for help to get my existing service closer to the guaranteed speed while I wait for fibre.

What I’ve already tried (to save the back-and-forth!)

• Power-cycled the Sky router and ONT/ONT-equivalent.
• Tried a different kit: tested with my Sky router only and also with Google Nest Wi-Fi (Nest completely removed for the Sky-only tests).
• Router placement: moved away from obstructions and other electronics.
• Wi-Fi vs router tests: same results using the Sky router alone; Nest on/off makes no difference.
• Time-of-day checks: similar speeds morning, daytime, and evening on workdays and weekends.
• Basic internal checks: no phone extensions in use; no powerline adapters; normal household load only.

What I’m being told

• Because I have an fibre upgrade order in place, I’m told a second engineer can’t be allocated to look at the current line.
• Fibre install date has slipped multiple times: June → July → now 30 October (it was supposed to be tomorrow).
• Online and phone support so far haven’t been able to improve the current line while I wait. 

What I’m asking for

1. Help bringing my current service up to (or nearer) the 68.3 Mb guarantee while I wait for fibre.
2. Advice on next steps if I’m below the guarantee and the upgrade date keeps slipping (e.g., DLM reset, line profile check, cabinet fault check, or whether an engineer can still be dispatched without cancelling the fibre order).
3. If someone from Sky can check my line remotely, I’m happy to provide hub stats, run controlled tests, or plug into the test socket if needed.

Thanks in advance — I’m not trying to jump the fibre queue; I just need the existing line to meet the 68.3 Mb guarantee while I wait for the (now delayed) install.

[JimM1]

@ceryni You will not get to jump anything anyway, but does sound like you have a fair working knowledge, if you have a poot fttc connection for whatever reason, bad line, bad master socket then sky are correct Fibre is ordered NO more looking at the copper to try and get it that little bit better for you which may or may not even be possible, yes a DLM reset may bring you bavk up, but also may shove you back down as quick as possible.

By all means post your stat's up, and do try the filter on the Master socket, may not help any as you have already been DLM limited for stability over speed!

Without seeing your BTW speed profile what you quote at 60Mb/s is all irrelevant, 

[ceryni]

Hey again, some stats:

Router stats (wired, test socket):

• Sync 49,398/19,000 Kbps; SNRM 6.4/10.1 dB; Attenuation D1 9.8 / D2 15.2 / D3 21.7 dB; DSL uptime 814h+.
• No resyncs seen; logs show only hourly DHCP renewals and IPv6 events.
• Expected IP Profile (down): ~47.8 Mb (sync × 0.967). My wired speed tests are ~45 Mb, consistent with that.

I’ve done a full isolation test at the master test socket with microfilter, only the Sky Hub connected, single device by Ethernet (Wi-Fi off). After a reboot and 5 minutes to settle, the stats were unchanged, unfortunately.  To confirm, when I first got Sky over a year ago, speeds were consistent and far above the guaranteed speeds. One day it just seem to drop and never return.

 

 

What’s the policy for addressing an FTTC line that sits below the MGS? Can an Openreach visit be booked or a DLM reset attempted without cancelling the fibre order?

Thank you for the thorough response above, massively appreciate it. 

[jamesn123]

Hi @ceryni 

I suspect what has happened is that your FTTC connection wasnt great to begin with but was healthy enough to run at the lower SNR of 3.0. However something changed or a line fault developed which has jumped the SNR back to default 6 and unless line conditions get much better DLM will never step it back down as it favours stability over speed. 

In terms of getting this looked at, if you already have an order in progress with Sky they very likely wont/wont be able to organise an Openreach visit for you. The options would be to cancel your order, then get the fault looked at, or just hold out for your FTTP install. 

Openreach seem to be basically binning off dodgy copper lines if FTTP is available in the area or is going to be installed soon so they probably dont really want to investigate it either.