Sky service issues meeting minimum speed guarantee

[TheNoz]

I have been experiencing speeds well below my minimum speed guarantee for the last few days and the service checker [removed]. I have checked my speed using the service checker and have gotten 4Mb/s to 12Mb/s for over 24 hours which is significantly below my minimum speed of 47Mb/s. But my speed for that day is "fine" according to the daily average speed check. Yet the speed section of the speed check will say everything is good and my speed is above my minimum speed despite it literally showing me speeds below for a whole day. [removed]

Moderator Notes:  Removed accusations and change title to better relect issues

[daveNOS]

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@TheNoz wrote:
I have been experiencing speeds well below my minimum speed guarantee for the last few days and the service checker is outright lying about meeting the minimum speed. I have checked my speed using the service checker and have gotten 4Mb/s to 12Mb/s for over 24 hours which is significantly below my minimum speed of 47Mb/s. But my speed for that day is "fine" according to the daily average speed check. Yet the speed section of the speed check will say everything is good and my speed is above my minimum speed despite it literally showing me speeds below for a whole day. I think if this continues I will have no choice but to report sky to the relevant Ombudsman as I believe this is likely to be a tatic so sky doesn't have to pay compensation or lose customers during contract.

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@TheNoz The Sky test isn't lying, it will be showing you the line access speed(which is what the minimum speed refers to), online independent speed checkers show the throughput to your device, that will always be lower due in part to unavoidable overhead losses(usually around 8% of the line speed) and interference if using WiFi which can cause significant speed loss. 

So if you want help you need to either call Sky or you can let us fellow customer know if it's WiFi you are using and we may be able to advise on a solution(we have some very knowledgeable members here).

If you are set on going to the ombudsman then you need to be aware that they will not get involved unless you have followed Sky's complaints procedure in full, that includes given them a reasonable time to attempt to fix the issue. 

[TheNoz]

The speed I quoted is from the sky app itself and the app says the speed to my hub. I haven't been looking at 3rd speed tests as I know these cannot be used to prove the speed I am receiving to my hub.

Unfortunately, I cannot link a screenshot of the app, but it says my speed is 14Mb/s and my minimum is 47Mb/s and then a message "Your speed looks good right now" which contradicts itself. I have reported this to sky as there is something wrong with how the app is displaying the speeds. 

I have tried all the basic things, such as unplugging, rebooting and changing cables but nothing has change. The upload speed is fine so the issue looks related to only the download speed. I have booked a engineer to look at the problem. 

[JimM1]

@TheNoz Example for you, i have the sky FF500 package, and when the network is busy i have seen the sustained speed as low as 200Mb/s that's what happens when a network get's extremely busy, nothing can be done, when not so busy it's up at the full 500Mb/s. 

You can hit a speed test 20 times and not get the same result twice, they help as a guidance only then it takes further investigation to why or what may be the issue! 

If you do wish for the Forum to try and help, questions etc, and your line just may be heading in a fault condition as per the speeds you are posting!