Sky Broadband Renewal - guarantee speed

[Jenny81]

Hi All

just renewed my sky BB , Because i was promised a guarantee download speed of 

so my go live date for new speed was 18/12 current speed is 26g. sky service checker showing guaranteed at 26mbps

BT stats

Router Stats

looking at the bt info , it looks like my line is capabale of 60 max so no way i can ever achive the guarantee download speed stated in my contract.

is it worth getting on to sky and kicking up a fuss or i am wasting my time, i am under a mile from the street cabinet so i accept some degration of the signal do to the cooper wire from cab to house 

[Highlinder]

@Jenny81  What is the minimum speed that you are supposed to get on your connection? Looking at your router stats and also the BT wholesale information would think that you are under what is expected.

Have you tried to run the broadband test to see if it picks up any faults on your line?

[Jenny81]

Contract say guarantee min speed of 64.8

[Highlinder]

@Jenny81  Well going by your router stats only seeing less than half of that.

Did the broadband test tell you anything or given you any choice to book an engineer?

[Jenny81]

Sky app say app green, guaranteed speed shows 23.6 and no option to book an engineer. I need to get on to sky as that is slightly lower than the guarantee speed on my contact 

[mormegil]

What broadband package did you order as if you have superfast 35 you will be limiting the speed that is available on the line below the guaranteed speed

[mae-3]

@Jenny81 

An analysis of the router stats shows you should be getting a faster speed than one is getting unless there is aluminium en route to the cabinet, I put the distance at about 800 metres from the cabinet and the noise margin isn't showing any room for improvement so only an engineer doing major work would be able to improve the situation by doing a likely lift and shift.

[JimM1]

@Jenny81 @mae-3 @mormegil 

Jenny as suggested by others it would sound as if your "upgrade" if that is confirmed

by the e-mail corespondance from sky... But it looks like you are on the Superfast 35

which has the same min guarantee think that mine shows 28.6Mbs or there about.

Also it looks like you have just changed so not sure if the 10day limit for settling in will

apply, so you may have to give it some time, but there maybe an issue with your new superfast applied upgrade, think a call to sky will confirm this for you.

from your my sky app once logged in you should see your speeds and history

https://www.sky.com/servicechecker/broadband

Then click on the box Speed to your hub, there you will see the guaranteed speed value,
this is the only one that matters......

Regards

Jim

[Highlinder]

@mormegil  I think with the OP @Jenny81  saying they are supposed to get a minimum of 64.8 mb/s tells us they are on superfast 80/20 profile and with the speed they are getting half of that minimum tells us there is a problem.

[mae-3]

@Highlinder & @Jenny81 

I say that 64.8Mbps would never be achievable on that broadband line, only about 50-55Mbps maximum with major work because the noise margin is at 3.5dB which shows it is a noisy broadband line owing to a major issue or aluminium broadband line. If it is an aluminium broadband line and a lift and shift cannot bypass it, you are stuck.

And the handback speed of 35Mbps is correct for 800 metres to the cabinet but you are below even that speed, so work needs to be done. You have effectivily only got 2 bands in play D1 and D2 with those attenuation figures which gives an absolute maximum of 55Mbps.

[Chrisee]

@Jenny81 reading the thread and knowing @mae-3 has a very good knowledge of how FTTC works I am confident there is a mismatch from what the database is currently showing and what in practice the line can actually deliver. This does happen as with many 10s or millions of lines in the database errors are inevitable. 

The practical question is what you can do about it. If you formally complain I expect Sky will agree to release you from contract but that wont help as any other isp using the same line will hit the same problem. So this is only worth doing if you have access to a service over a different network like Virgin Media.

Openreach are very unlikely to agree to do much more than checking the line fixing any dodgy joints and if a spare pair is available to switch you over to that. Given they are in the process of switching from the copper network to full fibre the amount they will spend in sorting copper lines has dropped. 

If you do want to complain use the links here How to make a Sky complaint | Sky Help | Sky.com

[mae-3]

@Jenny81

Agree there is a mismatch in the database that @Chrisee has highlighted, In no way will that broadband line at its length support 64.8Mbps at 800 metres physics cannot be broken, unfortunately.

[Jenny81]

@mae-3 @Chrisee @Highlinder 

thank you all so much for your comments, makes perfect sense , i knew there was no way i would ever get that speed, joys of living in the middle of now where.

Full fibre isn't avaiable to my flat according to gigaclear , but my neighbour has them , so i have given up trying to argue with their customer service department as computer say no lol

i think the issue maybe is that my previous contract was a 40/10 line , as per a previous post i have made which highlander identified as i was having constants disconections (turns out it was a loose wire behind the mastersocket faceplate and the engineer sorted)  and Sky/openreach haven't moved the line to the new speed.

i will speak with sky and see what happens, i just want a decent speed for what i am paying each month as i have sky stream and it is impossible to stream UHD unless no esle in the house is online 

thanks again all

[Jenny81]

hi all,

just thought i would update you all after a long chat with sky, they have said the contract information maybe wrong (no really , shocking news) and a renewal would be the same terms/speeds just cheaper

and their service support will be investigating and coming back to me tomorrow