Slow FTTP (500) speeds

[ArnoldStallone]

Hi there,

I'm on the Sky FTTP 500mbps package.  And Sky thinks that everything is fine:

However, I rarely seem to get anything like that and the situation seems to be getting worse.  You'll see from the history below that there were times when the speed was touching 500 (better than I expected!) but all too often it is below 400 and even below 300:

A close neighbour has FTTP with BT and isn't experiencing any issues at all.

The test connection is to a wired (CAT 6a) desktop so this isn't WiFi dropout.

Router stats are as follows:

If anybody has any suggestions for improvement it would be much appreciated (neighbour's suggestion was to move to BT 😉 and frankly I'm tempted, even it does incur early leaving charges).

[TechmanagerMal]

• @ArnoldStallone I have seen it suggested that switching off the ONT and Router for a reasonable period and then reconnecting (ONT then router) may get you to a better route to Sky servers some of which have been problematic recently.
• Also notice the Sky test reports estimated download speed, not actual speed.

[ArnoldStallone]

Hi @TechmanagerMal 

Thanks for your reply.

I should have mentioned it in my post but, I have tried turning off the ONT and router for 40 minutes (which should be long enough, shouldn't it?) with no improvement.

And yes, I know all about the 'estimated' download speed.  I just can't see why it can't be consistently above 400 over ethernet.

[jamesn123]

@ArnoldStallone 

You dont seem to be the only one to report this kind of thing. My suspicion is that the Sky backend doesnt have the capacity to deal with the uptake in 500mbps or 1gbps packages 

I assume you've tried disconnecting ALL other devices from the router and tested it from a single ethernet connected device?

[ArnoldStallone]

Hi @jamesn123 

Yes, I noticed that there were a few instances of this issue.  I also notice that people are leaving in frustration - do you know whether Sky is working on fixing the resource issue?

Yes, I've tried the 'disconnect everything and just test on the wired desktop' approach with no success.  Which isn't a big surprise really - the higher (expected) speeds were all achieved when all devices were connected.  Nothing has changed in terms of my set-up.

[jamesn123]

@ArnoldStallone 

I'm not aware of Sky doing anything at this time, I doubt they are aware of any issues if there is any. I've sent a message over to the community manager contact we have here on the forum to see if there is any word on what might be happening. 

[ArnoldStallone]

Thanks, @jamesn123, much appreciated.

[Eddie+Jr.]

Same issue here,

I'm on the gigafast package and i'm seeing speeds of 430mbps on wired connections.

At least you got a reply my fourm hasn't even been answered, Seems like a golbal fault with routing or equipment having trouble handling such speeds,

Let me know on your progress as this is annoying for me as i'm paying for 900mbps and getting 430 on a good day. 

[Eddie+Jr.]

Just to add, My freind is on BT 900 and gets 900 all the time even on Wi-Fi tests ... Crazy 😕 

Something needs to be fixed.

[Eddie+Jr.]

My tests, Straight from WAN port to the ONT

No Wi-Fi or wired tests. Straight from the router

 

[ArnoldStallone]

Hi @jamesn123 

Did you have any response from the community manager contact?

I'm still getting poor speeds and I can see that I'm not alone in that.    Surely Sky must be aware that there is an issue - could they not at least acknowledge it and assure us that they are working on it?

[Eddie+Jr.]

Was on the phone to a lovely member of staff over at sky last night.

She was completely unaware of the issue and listened to everything I was telling her.

Mentioned to her that this has nothing to do with Wi-Fi tests and she completely understood me and got it escalated to her manager.

She checked out these posts and her exact words.... "This is outrageous and it should've been brought to our attention"

This conversation was the first one that has been taken seriously and she clearly could see there's an issue. 

Hopefully this gives you some hope for a fix 🙂

[jamesn123]

@ArnoldStallone 

They have acknowledged the posts but have yet to actually respond to it. I am guessing it is being looked at interally but you never know with Sky really.

[ArnoldStallone]

Thanks @jamesn123 , much appreciated.

For reference, over the last month or so the speeds have been fairly consistent - unfortunately they are consistently below 300mbps! 

Seems pretty poor for a 500mbps service - it's like paying for a full tank of fuel in your car and then having to give back 40% of it on the way out of the filling station 😧

[Eddie+Jr.]

I finally after 3 weeks of pushing for one have an openreach engineer coming out Thursday.

I'll let you know what happens and the whole process.

Sky finally gave in a booked one for me as there's clearly something wrong as last night i was getting 42mbps on my wired PC!

It's very annoying that it took 3 weeks of constant nagging at sky to do anything about it 😕