Slow Broadband Speeds on all devices

[Surbhi]

Hi,

Over the last week or so the broadband connection has been terrible after being stable for a long while.

It started late last week when connection to the Internet would be intermittently lost and when it did reconnect, it was very slow. At times this week I've woken up to completely no connection. Over the past couple of days it's been more stable (not disconnecting) but incredibly slow, which is very frustrating as I usually work from home 2/3 times a week but now I can't attend calls or meetings. It's fine to go into the office which I've had to do this week but not it's not okay when I'm paying for broadband and not getting the speeds. 

I figured this is not an isolated issue and my sister who is also with Sky had been having the same issues. Along with that I've also read numerous posts on the forum from people complaining about the same issues.

I've seen requests from the community support team to post the router stats so I'll provide mine in advance.

Please can someone help quickly, if not, I will be forced to look to for another provider.  

[Highlinder]

@Surbhi  There is something seriously going on with your line. What speeds are you supposed to get between?

[Surbhi]

It's Sky Broadband Superfast... ironically 😕

[Surbhi]

I actually can't find that much information on it but I found the following on https://www.sky.com/help/articles/your-sky-broadband-questions-answered

Sky Broadband Superfast – Average download speeds of 59Mb/s, it’s perfect for binge watching your favourite shows.

[Highlinder]

@Surbhi  That number is the national average. Run the test in the link below and it should tell you what speed you are supposed to get between.

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

[Surbhi]

I found this which I suppose states that I should be getting a guaranteed 43.3Mb/s. I'll attach the screenshot if that helps to assist. 

I have also unplugged my router for a minute or so before plugging it back in and waiting for the connection to return. Still no change as of yet though.

[Surbhi]

I will add that I just ran the service checker and it recognised a fault and recommended to have an engineer come and have a inspect the issue at the property. I've had to book them to come and visit on Tuesday next week. Fingers crossed!

[Highlinder]

@Surbhi  That is good news that you are getting out an engineer and hope they can find the fault for you. I did see that your minimum was 43 mb/s. So you are well off that mark.

Do come back on this thread and let us know what the outcome of the engineer visit.

[Surbhi]

Will do! Thank you for your help! 🙂