Slow internet speed

[SnakeA]

Hi, Your systems think I'm getting 21Mbps, however, independent tests of my line show it's varying massively between 6 and 12Mbps, which is way below expectations and not what I'm paying for!

[TimmyBGood]

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@SnakeA wrote:
 independent tests of my line show it's varying massively between 6 and 12Mbps, 

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If those tests are being carried out on a wireless device than that's entirely possible.

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@SnakeA wrote:
which is way below expectations and not what I'm paying for!

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You are paying for the broadband connection to the Hub, not WiFi from it.

[TimmyBGood]

@SnakeA 

Incidentally 21Mbs is also pretty poor.

If you post your Hub stats, we'll have some information about your particular phone line and internet connection to work with.

[SnakeA]

Testing was performed at the router, by a qualified engineer and declared way too low compared to Sky ratings....

I used to get 21-25Mbps on my WiFi until there was a "line error" a week ago, now I get nothing like I used to, and it needs to be sorted by Sky.

[HiHowAreYa]

Why are you posting here, if you have a qualified engineer there. Get them to fix it

[Anonymous]

If your MySky app shows 21Mbps the chances are that your line speed is actually running quicker. If you have a hub 4 or below you can confirm this by going to the router GUI statistics. The service checker now measures throughput speed and not line speed which can cause a fair bit of confusion.

Regardless, there's no such thing as a third party line test. The only correct and accurate line test is an Openreach service test. I suspect that your tests are actual third party Wi-Fi tests, which are testing your devices connection to a specific server. This isn't testing your line.

There are ways to improve your wifi performance stating with hard resetting the router. This will force a bootstrap and clear the cache memory of accumulated clutter. Be mindful of other devices using the network at the time of your tests which will eat in to the available bandwidth.

There's no doubt about it, even 20 to 30 Mbps is poor by todays standards and it would only take one device streaming to quickly grind the network to a crawl.

With regards to letters being sent offering you the chance to leave your contract, these are usually system generated and under Ofcom guidance.

[SnakeA]

For the keyboard warriors, the line was tested correctly, by a mate of mine who is an Open reach Engineer, as a favour, with equipment connected to the WiFi, equipment plugged into the line, and equipment plugged in at the box down the road, so it's been tested PROPERLY.. stop assuming I've just done an online packet data test (oh look, I actually know what it's called)..

My engineer friend stated the line was screwed, and it's Sky's legal and contractual responsibility to sort it, not for me to pay to have it sorted.. Sky says post these things here on the account page and someone will come to help, which also clearly is wrong, as no one from Sky has posted or answered..

Last week there was "an outage in your area" which lasted about 4 hours of no phone or internet services, the line has been knackered ever since, so clearly a network fault that Sky aren't dealing with, and leaving customers in the lurch..

[TimmyBGood]

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@SnakeA wrote:

My engineer friend stated the line was screwed, and it's Sky's legal and contractual responsibility to sort it. 

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It's not, though: the 'guarantee' is that an ISP will offer the option to leave without exit penalty if the 'guaranteed' speed isn't delivered.  Increasingly that's the case as Openreach abandons its copper network in favour of the push for national FTTP rollout.

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@SnakeA wrote:

 Sky says post these things here on the account page and someone will come to help, which also clearly is wrong, as no one from Sky has posted or answered..

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They don't say a staff member will respond.

[TimmyBGood]

@SnakeA 

If you are convinced there's a fault which isn't showing at the Hub then you'll need to persist with getting it investigated officially, but they will be reluctant to do so because Hub stats are the first part of they process.

[HiHowAreYa]

Pinocchio

I'm not a sky employee, so I'm gonna say I think your making all this stuff up about a mate who's a open reach engineer, who has tested the line.

All you've been doing is avoided posting the router stats which you were asked to do at the beginning.