Sky Fibre Broadband - Drop in Speed

[arthur64]

Hi,

Just wondering if anyone can help. Ive been with Sky Broadband about 18 months now , and until about 7 days ago got a steadfy 27-28 mbps which is about the speed I expect to get where i live etc.

That speed has dropped to about 16-17 mbps permanently now, nothing has changed at my end so was just wonderinmg what is going on.  My line to house is synch at about 31 mbps and is steady.

I have already contacted Sky and they immediately (without checking anything) sent out a new router (exactly the same) and that has done nothing to improve the speed i am getting (what an absolute waste). I am not prepared to spend hours on the phone to Sky and probably get knowhere fast and get stressed about it as I wouldnt probably have even noticed if i didnt do regular speed tests. I can still do everything I/we need with speed we currently get, its just annoying that im not getting what i shoud. I have attached my status and stats to see if anyone can see a problem.

Thanks

Systems Detailshelp

Manufacturer Sky

Model ER110

Firmware Version 2.21.2760.R

DSL Firmware VersionA2pv6F039m1.d24m

---

Modemhelp

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):3115

Line Rate - Downstream (Kbps):31242

<removed>

DHCPv6On

---

Wireless Porthelp

Name (SSID) SKYEA922

Region Europe

Current Channel 6 (2.4 GHz), 36 (5 GHz)

Wireless APEnabled

Broadcast NameYes

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 15334831 25807059 0 35885 6468 65:47:08 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 3281304 1903470 0 1117833 58728 65:52:10 WLAN (5 GHz) Up 25379147 15084161 0 0 4088 65:52:08

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 31242 3115 Line Attenuation (dB) DS1:26.0    DS2:84.6    DS3:0.0 US0:10.7    US1:65.0    US2:0.0 Noise Margin (dB) DS1:3.9    DS2:0.0    DS3:0.0 US0:6.3    US1:5.5    US2:0.0

Moderation note: removed MAC & IP address from public view

[mae-3]

@arthur64 

The router stats are good for the line to the cabinet. The throughput issue would need to be escalated to the networks team to investigate the issue for throughput speed drop by about half. Usually, these types of throughput issues get fixed but it usually takes up to about a month to diagnose, unfortunately. And you are not alone there are many reports of throughputspeed issues currently being reported on the forum...

[arthur64]

https://helpforum.sky.com/t5/user/viewprofilepage/user-id/814031

many thanks for the reply. What is easiest way to get escalation to the networks team, from what ive read it can take much time and effort to get to this stage.

Anyone on here able to assist or escalate for me.

Thanks

[mae-3]

@arthur64 

Unfortunately, it does take a great deal of effort to get it escalated and it is helped by posting on this forum, especially with throughput speed test over a wired connection on the thread and likely a few calls to Sky.

I had a similar issue with Zen Internet at the beginning of the year, but fortunately, it did get fixed after a few calls and they traced the issue to a recent upgrade of their network but it did take a month!