Poor connection and speed

[Bugra]

Dear Support Team,

Since the day my broadband service was installed, it has been the worst internet connection I have experienced in the UK.

One of the main issues is that we are unable to manually choose between the 2.4 GHz and 5 GHz Wi-Fi bands, as they are automatically managed by the router. In practice, only one or two devices occasionally connect to the 5 GHz network, while most of our phones and computers remain connected to the slower band or struggle to connect properly.

The overall Wi-Fi performance is extremely poor. In many cases, we cannot even watch YouTube videos without buffering or interruptions.

Your app consistently reports speeds of around 300 Mbps, but when I perform speed tests using independent third-party services (such as Speedtest by Ookla or Fast.com), the maximum speed I receive is only 75–80 Mbps. This is significantly lower than the speed being reported by your app.

[_Claire]

Hi @Bugra I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

[Bugra]

It has been four days, and still nobody has done anything to resolve the issue. I am 39 years old, and Sky has by far the worst broadband service I have ever experienced. I would strongly advise everyone to avoid using Sky.

I am sharing a screenshot of my internet speed test with you. My broadband package is supposed to provide a minimum speed of 300 Mbps. However, the screenshot shows the speed I am getting while connected to the 5 GHz Wi-Fi band. If my devices connect to the 2.4 GHz band instead, we consider ourselves lucky if the speed even reaches 30 Mbps.

[-Heather-]

Hi @Bugra, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141