Slow gigafast after upgrade

[Axel905]

I read a recent post where a gigafast subscriber described upgrading from ultra fast to gigafast and they experienced poor speeds. I have exactly the same situation, but my speeds are even worse.

We upgraded from Sky Broadband Ultrafast Plus to Full Fibre Gigafast a few weeks ago and both the wifi and ethernet connections are much slower than advertised. The My Sky app reports no faults with the service and a speed of around 610Mb/s; ie just above the minimum guarantee. We have been told our line supports 800-950mb/s,  but every MySky test shows way below, just scraping over the 600md/s or dropping below for a day or so.

When I have run speed tests on various other websites, the download speed come back at around 150Mb/s over ethernet and around 100Mb/s over wifi. I have tried resetting the router, a Sky SR203, but the speeds remain the same. I got these speeds on ultrafast, the only difference being that the MySky app used to show 500mb/s upload when I was ultrafast, so it's starting to feel like the upgrade has done very little. 

Any advice would be much appreciated.

[TimmyBGood]

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@Axel905 wrote:

 We have been told our line supports 800-950mb/s

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An Openreach optical fibre should always be capable of supporting multi-gigabit connection: it's the hardware at each end which is the current limiting factor.

https://www.ispreview.co.uk/index.php/2024/02/openreach-confirm-uk-launch-of-1-8gbps-and-1-2gbps-ftt... 

[Anonymous]

The fact is that Gigafast is a waste and overkill for most people as most devices can't make use of anywhere near that. Eg most streaming devices only require around 30Mbps. It sounds like you have the black hub 4 also which is WiFi 5, and so can't exceed 600 Mbps over WiFi.

If you have Sky Q, then the speeds reduce further as the max speed from Q hotspots can be as low 150 Mbps.

The main benefit of faster broadband is not necessarily about speed but about available bandwidth, meaning more devices can be used simultaneously without grinding the network to a standstill.

[Axel905]

I would love for the Wi-Fi to get anywhere near 600mb/s, my issue is that the line test shows that the max speed that I've seen to the hub to date is just over the minimum guaranteed speed of 600mb/s. From the hub to my devices I'm getting 100mb/s max.

i understand that there will be differences between the line and the Wi-Fi from the hub, but I really need help with what seems to be a low line speed, despite the MySky test saying everything is good, but confirming speeds to the hub of around 500mb/s - 600mb/s - a long way off gigabit/s.

Could anyone help to escalate this?

[Anonymous]

The way that the service checker now works is showing throughput speed, which will fluctuate depending on the device capabilities in your your home. I would take those readings in the MySky app with a pinch of salt. I would try one gigabit capable device only connected directly to to the router via an Ethernet cable of cat5 or above. So no switches or power line adapters. 
Try then opening fast.com in a browser and see what it reports. No other devices should be streaming or downloading to get the most accurate reading.

If you are sitting on or just above the guaranteed minimum download speed then there is nothing to escalate. At the end of the day, too many people get bogged down by these speed tests. The main concern should be does everything connected on your home network function correctly?

[Axel905]

So, I did exactly as described and it returned 510mb/s download, 98 mb/s upload, which is actually the speed the MySky app is pretty much showing.

whilst things are working fine, the issue I have is that I've "upgraded" from ultrafast to gigafast and in reality it's no different, so something must be amiss or I'm paying extra for nothing really. 

That's the sort of stats I see consistently, but the guarantee is minimum of 600mb/s, which it probably rises to at various times, but never anything greatly higher than that. 

I've been with sky bb for 25years and it's always been great. I've progressively upgraded my services, but for the first time the service seems to be falling short and I'm struggling to get any help. Any way of escalating this myself?

[Doc5907]

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@Axel905 wrote:

So, I did exactly as described and it returned 510mb/s download, 98 mb/s upload, which is actually the speed the MySky app is pretty much showing.

whilst things are working fine, the issue I have is that I've "upgraded" from ultrafast to gigafast and in reality it's no different, so something must be amiss or I'm paying extra for nothing really. 

That's the sort of stats I see consistently, but the guarantee is minimum of 600mb/s, which it probably rises to at various times, but never anything greatly higher than that. 

I've been with sky bb for 25years and it's always been great. I've progressively upgraded my services, but for the first time the service seems to be falling short and I'm struggling to get any help. Any way of escalating this myself?

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@Axel905  all you can do is give Sky a call and get put through to the broadband technical team. I was dealing with a Bulgarian support centre Sky guy last week who was excellent.

[Seannn]

Hi did you get a resolution about this issue? I am having the exact same issue here where after upgrading to gigafast the upload speed has gone up but the download speed has stayed exactly where it was.

[JimM1]

@Seannn When did you upgrade, and what do you see on the service checker off your account, and over the last 30 day's?

[Seannn]

Hi JimM1, I upgraded on Saturday and the upload speed went up on Monday. My service checker is showing my broadband is not with Sky, which clearly is just fake news.😂

[JimM1]

@Seannn Link you require below.

https://www.sky.com/servicechecker

[Axel905]

I didn't really get a good resolution to this issue. 

sky tech said that even though it's advertised as gigabit broadband the router would never get to that speed and that in reality I may as well of stayed with the 500mb broadband. 😳

I get speeds of 650-690mb/s download and 100 upload, which is marginally better than I got on my previous package, but not the step up I expected.

when the contract is set to renew I'll either downgrade to the lower package to save money, or go over to zzooom who appear to offer 2gig broadband in my street now. My neighbour has that and their download speed average over the last 2 months has been 1.87gig download. So I'll see out the current contract and decide come renewal time.

not the outcome I wanted as I've been with sky for 25 years and their bb packages for 22 years, but with such a difference between advertised and actual performance I feel a bit cheated on the speeds.

[Seannn]

Yeah when I click into this and sign in to my account it says 'Your broadband isn't with us'

[JimM1]

@Axel905 Speed at the end of the day, SR203 is about as good to the 500Mb/s wireless wi-fi, Max should be faster but have no experience of such, and Gigabyte Fibre is needed for anything speed wise, as long as all the star's align when needed. Its all about the Router/Hub...

[JimM1]

@Seannn Logon to your sky account and run the service checker from the drop down then.! Are you perhaps logging into an old account that is now closed!