Slow broadband

[DianeB1]

Hi our Broadband is slower than guaranteed, and not strong enough for our usage. 

It has not been great since we changed over months ago.

we often resetting sky connection not sure if that's sky tv or broadband 

[Chrisee]

@DianeB1 your slow connection can be caused by a line fault or poor WiFi signal in your home. The former can be checked by running thecService Checker in the My Sky app which should offer help,if speeds to the hub are lower than gurateed.

The latter is very common as poor WiFi coverage is probably the most common question we get in the forum. In many homes a single Sky hub cannot provide a usable wifi signal in every room due to the layout and type of construction of the property especially in older homes. Assuming the hub is in the best possible position which is out in the open on a surfsce then the only answer is additional wifi sources. 

Your choice.is to either buy Sky's add-on WiFi Max bundle which can supply up to 3 extenders see https://www.sky.com/help/articles/sky-wifi-max or buy your own wifi system and use that instead of the Sky hub's WiFi.

[denbee]

Same problem, signed up for 500mbs and even hardwired I only get 90 (this is testing my Eero speedtest not on my wireless devices) This is ridiculous because I was with Virgin paying for 250 and sometimes even getting more than that! How can I formally complain about this? 

[Chrisee]

@denbee if you are getting 90Mb/s over Ethernet it is likely that the port on your device is set to Fast Ethernet (ie 100Mb/s)as opposed to Gigabit Ethernet.(1000Mb/s) or you are using a partially wired cable. 90Mb/s is the maximum a 100Mb/s link can carry after allowing for overheads. Exclude that possibility before complaining to Sky.

Running the service checker will give you the results of Sky's daily speed test to the hub you can click through to see the last 3 weeks results. Although the tests can be wrong it is very rare.

[denbee]

Thanks I'll look into that and check cables before hand but they are the same ones as I used for my Virgin set up

[denbee]

Although Sky Service checker themselves is also reporting 90MB/s