Poor internet speed

[Anthony_a]

I have had sky Broadband for over 6 years now, work was recently carried out on broadband in my area and my internet went awful, instead of going with a competitor I decided to give sky another chance and upgraded my sky to fibre to the property (fttp) which was a guaranteed minimum 600mbs. Instead I have received as low as 340 mbs while using a cat 7 Ethernet cable (allowing upto 1.7gbs). I use a Ethernet cable to my main source of internet usage and Wi-Fi to the others. The other devices have struggled to receive Wi-Fi and with speaking to sky experts they told me to try and pay for the boosters to improve my quality of Wi-Fi. So to receive the Wi-Fi I have paid for I have to pay extra and the Ethernet using device will still not receive the guaranteed speed. Absolutely shocking customer service. Disgusting treatment of current users and I am now seeking better or at least more reliable service as this is not what people should pay for. The current service says that if you haven't received the guaranteed speed that they will refund you the months payment. This has been ongoing for 3 months and still no information has been sent from sky services. Hope they sort out there issues for current customers instead of offering better deals trying to claw in future victims of their poor service

[Chrisee]

@Anthony_a FTTP connections generally are very reliable and deliver the speed bought. Running tests over a direct ethernet cable (so not via Powerline adapters etc) should deliver 900Mb/s if as implied you are on a Gigafast connection when nothing else is using bandwidth.

There is no other way of measuring speeds to the hub so Sky normally accept such a test result as proof of an issue. However restrictions in the customer's home network are common as given there is no appreciable speed loss on fibre between the exchange and the ONT and Sky's backhaul network normally has ample bandwidth such faults are rare.. In theory speeds can be restricted by contention in the Openreach's passive optical network where up to 32 connections share one 2.48Gb/s fibre back to the exchange but in practice that is incredibly rare.  The cost of an uncontended connection would be up to 10times more.  If you are confident that the issue is outside your home then complain to Sky see How to make a Sky complaint | Sky Help | Sky.com and if they can't satisfy you they will probably release you from contract.

Sky like all isps only guarantee the speed to the hub so your comment thst you are not getting the Wifi speeds you paid for is incorrect if you read the contract. Sky's standard SR203 hub offers wifi5 speeds which top out at around 750Mb/s in practice as far as I am aware no other mass market isp has a wifi 6 capable free router. Once you move more than one or two rooms away from the hub speeds will drop due to the laws of physics actual Wifi speeds in your home depend on its layout, type construction and level of interference.

You could buy a third part wifi 6 router but your devices would need to support wifi6 to get the full 900Mb/s but again as you move away from the room the router is in speeds will drop. Gigafast services are about multiple users rather than bandwidth at each device as in practice even if you could get 900Mb/s at a device most apps will only use a small fraction of that apart from file downloads which themselves are frequently throttled at the server. As an example streaming Netflix at the highest quality possible will use something around 30Mb/s at most. The idea that every home needs gigabit capable broadband is myth most homes dont unless they have to support many users at once..

Sky sell a premium service for £7.50 a month called Wifi Max which gets you the new SR213 hub which is Wifi6 capable so should give up to 900Mb/s in the area near the hub and that package allows up to 3 extender pods if wifi speeds do not meet the guaranteed 25Mb/s in every room, Getting full speed in every room of most homes would cost several hundred pounds.