Slow download and upload speeds, "Poor" connection to hub.

[GuestWho]

Good evening everyone,

I am hoping for some assistance with this if possible.

For the past few weeks the internet has been very poor - lots of buffering, packet loss and outages.

We spoke with Sky who were unable to see any issues on the line, therefore refusing to send out an engineer but did provide us with a "booster" which unfortunately has done nothing to improve the situation.

When using Sky's speed test the results come back at 42.4Mb/s download, just above the guaranteed speed of 41.4Mb/s. However, this did range as low as 8.1 and when using Speedtest the results come back at an alarming 9.50Mb/s down and 11.56Mb/s up consistently.

Speed to the hub is recorded as "Poor" at 17.2Mb/s with no other issues or outages in the area.

We are on the "Broadband Superfast" package.

I have posted the router stats below for those more knowledgble than I, any help is greatly appreciated.

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 1389922 2339688 0 0 0 01:24:57 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 6270184 3169354 0 0 2 33:25:07 WLAN (5 GHz) Up 58890204 28463196 0 2 0 33:25:03

---

Broadband Link Downstream Upstream Connection Speed 19107 kbps 14963 kbps Line Attenuation D1(14.7 dB) , D2(33.4 dB) , D3(51.5 dB) U0(5.6 dB) , U1(24.8 dB) , U2(38.6 dB) Noise Margin 5.3 dB 6.3 dB

[jamesn123]

@GuestWho 

Are you able to post an image of your stats instead of a copy & paste its just quite hard to read in its current format?

From what I can gather so far it looks like you do indeed have a line fault because the download & upload should not be so similar so I am not sure why Sky are fobbing you off

[GuestWho]

Yes of course, sorry. I was following the format of a previous post I saw. Hope this helps, thank you for the assistance.

[mae-3]

@GuestWho 

There is a fault with the broadband line and it is below your minimum guaranteed speed (MGS), give Sky a call on 150 or run the diagnostics in the Sky App to book an engineer. The speed is showing just below 20Mbps downstream and 14Mbps upstream, the 20Mbps is below MGS.

[JimM1]

@mae-3 @jamesn123 @GuestWho 

Log into your account, when doing the test, you can also see the history of the broadband connection

over the last 30 day's....

[jamesn123]

@GuestWho 

We can escalate your post to chat with Sky if you'd rather do that. The agents there might be more likely to send you an engineer.

[GuestWho]

@jamesn123 Yes please James, that would be greatly appreciated.

[jamesn123]

@GuestWho 

I have escalated your post, look out for a message/chat bubble on the forum it will likely be tomorrow now.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @GuestWho  an invite to chat.

[GuestWho]

@Lisa-P1987 

Good afternoon Lisa,

I spoke with a lovely representative last week (Tom) who ran a line test, found some stability issues but assured me there were no problems and that the broadband should improve day on day, returning to normal soon thereafter.

Unfortunately this has not been the case, the internet has been nigh unusable for the past 24 hours with constant signal drops and extremely slow download speeds.

Tom ended the chat stating I would be able to escalate my issue immediately should the internet not improve by the 12th of January but unfortunately it is actually worse than before.

I have included screen shots for your convenience.

 

 

Kind regards.

[Lisa-P1987]

Hi there @GuestWho I understand the speed has fluctuated, I can see the conversation with Tom, and that he discussed our Dynamic Line Management process (DLM). The speed will fluctuate during this 10 day process, and as advised on the chat, should the speed not be better around the 12th, then we can pick this back up. 

At the moment whilst the DLM process is in place, we aren't able to impact the speeds just yet. 

[GuestWho]

Hi @Lisa-P1987 

I'm dissapointed to say I have to bump this topic again.

It is now the 15th and this internet has shown no signs of improvement, it is still below the gaurunteed minimum download speed and frankly is starting to become an issue for both browsing the web and taking video calls, which is ultimately going to affect my employment.

The internet has been bad for over a month, I'd expect a month reimbursed and if the issue cannot be solved I will be changing providers.

Speed below for your convenience.

[mae-3]

@GuestWho 

The broadband line has a fault which won't get any better by itself or DLM, it needs an Openreach engineer to fix the fault on the broadband line itself.

[GuestWho]

@mae-3 

Thank you for your reply, Mae. Does this mean I need to arrange for that myself or is this something Sky should have arranged when I spoke with them over a month ago?

[mae-3]

@GuestWho 

Sky should have arranged for an Openreach engineer to look at the broadband line and fix the fault when you reported it via DM on the forum to Sky.