Resolving download issue

[oojafink]

Since Sunday night, the internet speed to the house I live in has been ~13mpbs down and ~16mpbs up.

Typically, I would expect to see ~50mbps and this is confirmed by looking at the connection history as shown on the Sky website. Speed to the hub is shown as "poor" and the 30 day history clearly shows consistent 55mbps, until the issue began a few days ago. 

An Openreach engineer visited yesterday and said it was an external/cabinet issue and he was going to try a different port.

After he left, there was a brief outage and a speed test showed that download speeds were back up to 50mpbs+. However another brief outage followed, and then the speed dropped again. 

An hour or so later, a text message was sent stating, "Hi, good news we have fixed your fault. As the line continues to improve we will monitor the performance."

There has been no improvement. The router status has continued to report:

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):15867

Line Rate - Downstream (Kbps):13096

When I run the service checker on the sky website, despite noting the connection to the hub is poor, it no longer asks if I want to book an engineer but instead sends me on a circular attempt at troubleshooting, all of which is redundant as it's not a WiFi issue or anything that is to do with the equipment at the residence (as confirmed by the Openreach engineer).

Please can someone advise on what the next steps should be?

[oojafink]

Seems I can't edit post.

Correction: Sky's history shows past 14 days, not 30

[jamesn123]

Hi @oojafink 

Can you try unplugging the hub for a couple mins then plug it back in just to force a re-sync. 

If that doesnt solve the issue we can escalate your post on the forum so you can chat to Sky and get another engineer booked 

[oojafink]

Hello

Following your reply, I cut power to the router and then restored the power 2mins+ later.

Modem status reads:

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):15309

Line Rate - Downstream (Kbps):13096

Thank you

[jamesn123]

@oojafink 

I've escalated your post to Sky, look out for a message on the forum. You will get a small chat bubble in the corner of your screen. Replies are not instant. If you wish to speak to Sky right away you can call instead 

[oojafink]

Thank you 🙂 Appreciate your help with this. 

I will give Sky a call tomorrow. Would you happen to have a telephone number for the Sky Broadband customer service team? My effort to find the information via the Sky website led me on a familar cycle of navigation which proved fruitless. 

[jamesn123]

@oojafink 

Sure its 150 from your landline

Or its the 03 number which i cant type on the forum due to filters but you can find it at https://www.sky.com/help/home if you scroll all the way to the bottom of the page, tap the 'Need more help' drop down and the number is listed there. 

[oojafink]

Got the number. Thanks again!