Not getting my speed guarantee

[MollyB]

Hello there, 

I have been with Sky 4-5 months now and I haven't had my speed guarantee of 400mbs on any device once. I have the 515mbs package and the best I am getting is 125-200mbs depending on device and the signal strength.

i have full fibre run to my house and still the signal is bad, I have phoned Sky quite a few times now and waited on the line for well over an hour with no answer. Is there any help that I could get on here please.

thank you 

[daveNOS]

@MollyB Sky don't and can't guarantee speeds to your devices, there are to many vairables that make that impossible.

The speeds Sky do guarantee are from the exchange or cabinet to your router.

[MollyB]

@daveNOS Thank you for the reply.

I still believe it isn't correct the speed to my router, when doing speed tests on the app I have seen previously them being a lot lower than the guarantee.

Maybe I need them to get somebody out to check the fibre to the property and make sure there is no damage to that.

[Chrisee]

@MollyB fibre either delivers tge full speed or get nothing unlike copper cabling the connection does not affect speeds. You can normally see your speed history if you follow through on the connection test in the My Sky app. 

Check your hub is in the opimum position which out in the open on a surface zbove obstructions like radiators. You should see 500Mb/s in the same room as the hub but speeds will drop as signal strength drops as it passes through walls and solid objects. In practice few if any apps can use much more than 100Mb/s so the speeds you report should be fine getting higher speeds are unlikely to make most activity faster except for downloads.