Sky Broadband checker says my service is good but speed tests say otherwise

[Fostero]

My inernet is at a crawl. I run the sky testing tools which report everything with broadband and wifi is fine but I run multiple speed tests on multiple decives which say otherwise. Is sky misleading me?

[David374]

Ive literally the same issue i just swapped to sky on Monday from BT and rooms where i had strong signal are now constantly buffering and my speed keeps dropping to 30mb instead of the 500 i was promised! Not happy!

[Chrisee]

@David374 & @Fostero if you are measuring speeds overcWiFi it is highly likely thecissue is poor wifi speeds in your home. A single Sky hub Cannot often provide fast wifi through out many homes. Make sure the hub is in the best possible position which is out in the open on a surface so signals are not obstructed by furniture, radiators and the like. 

The newercwhit Sky Max hubs take 24 hours to optimise but if after thst you are not getting the speeds you need consider buying Sky's WiFi Mac add-on https://www.sky.com/help/articles/sky-wifi-max to get WiFi extenders or buy your own thitrd party kit. 

[David374]

hi, thanks for trying to help but theres no reason it shouldnt reach, its in the exact same position as my bt hub which was the same product level. Also i live in a 3 bed semi so nowhere is more than 4m/5 away from my hub. The solution being spend an extra £4 a month for a booster package when im on day 3 of my contract isnt something id particularly want

the issue is more that randomly a room that was streaming and acting fine will suddenly drop bars and drop signal from 400 down to 30 or less, its quite odd

[Chrisee]

@David374 assuming you have waited 24 hours for the new hub to optimise then you can revert back to BT at no cost as you are within the 31 day cooling off period. In my experiencectge new hub has similar range to  most of Sky'scompetitor's hubs but you are not the first to complain coverage is worse 

House size is one factor but construction type is equally important one if the most difficult homes to network are small cottages with solid walls. 

[David374]

Hi chrisee Thanks for the cooling off period info its good to have in the back pocket in case. Im just off the phone with support and apparently the optomisation period can be up to two weeks, not ideal as im on teams calls the entire day when i do work from home but they were good help and did add a note to call me back in a week to check if my connection is more stable whch is reassuring. 

[LeeSutherland69]

Same issue here. Sky test says everything is fine, but all online testing says otherwise.  No capability on Sky page to do a speed test I noticed. 

[Chrisee]

@David374 I hpe you dont mind but I raised your case with a Sky contact who has asked if they can look into this for you. To allow the next step I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this looked ito. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @David374.

[Mr+Flibbles+86]

We are still looking to help you @Fostero . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Crunchynut55]

I think I need to complain to the local ombudsman about the pathetic service from SKY. My broadband speed are absolutely the slowest. Says 11mps but its actually 8.9mpbs. Be ashamed of yourselves ripping people off like this, especially the vulnerable.