Poor connection to hub

[JamesB0803]

Looking for some advice. My Sky router is displaying all green lights and can establish a decent WiFi connection - for most of the day anyway, which isn't a major concern. However, the download speeds are terrible. The Sky app informs me that "everything looks good" but when I test my broadband, it comes up as having a problem with the speed to the hub, displaying a reading of 1.9mbps. This is really poor as I work from home and have been unable to work efficiently for a few days now. In phoning Sky, the advisor was quite rude and wasn't able to help as he needed a password to view the account and I've apparently not set one up (so who knows why he needs one to get in anyway). I've tried resetting, unplugging from the mains, unplugging the cables, and nothing has worked. The WiFi itself is largely fine - it's mainly the shockingly terrible download speeds that are affecting me. Has anyone else had this issue?

[cookiemonsteruk]

@JamesB0803 

Can you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[JamesB0803]

@cookiemonsteruk 

Router Statistics

System Up Time: 02:01:21

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 106010 120162 0 69636 173421 01:08:33 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 29583 11071 0 3000 0 01:59:30 WLAN (5 GHz) Up 259511 202440 0 797086 84590 01:59:30

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Broadband Link Downstream Upstream Connection Speed 1999 kbps 14998 kbps Line Attenuation D1(12.6 dB) , D2(30.3 dB) , D3(45.8 dB) U0(4.0 dB) , U1(23.1 dB) , U2(35.8 dB) Noise Margin 31.1 dB 8.9 dB

[jamesn123]

@JamesB0803 

Yikes that is a very poorly line, will likely need an engineer.

I've escalated your post to Sky, look out for an email or message on the forum. 

[cookiemonsteruk]

@JamesB0803 

Ouch . Line attenuation is good and noise margin is likewise . You would expect both to be elevated for a external fault so it might be internal

[jamesn123]

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@cookiemonsteruk wrote:

@JamesB0803 

Ouch . Line attenuation is good and noise margin is likewise . You would expect both to be elevated for a external fault so it might be internal

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Noise margin is 31dB 😁

[cookiemonsteruk]

@jamesn123 

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@jamesn123 wrote:

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@cookiemonsteruk wrote:

@JamesB0803 

Ouch . Line attenuation is good and noise margin is likewise . You would expect both to be elevated for a external fault so it might be internal

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Noise margin is 31dB 😁

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D'oh. Need to invest in a laptop to be able to read things better. Thought it said 3.1 😁 

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to JamesB0803.

[Addie15]

Update-An engineer has been booked for this query, so we are closing this chat now with timescale advised. Please feel free to return to us if you need further assistance. Thanks.