Slow speed, money back for speed guarantee

[Wickermonkey]

How do I get money back for speed guarantee? I have full fiber 100, only got 5.4Mb/s just, over the last 27days only getting 36.2Mb/s and have a guaranteed speed of 90Mb/s so only getting 1/3rd of what I should be getting. Bet I won't get 2/3rds of my money back.

[JimM1]

@Wickermonkey What is the 30 day service checker history showing?

https://www.sky.com/servicechecker

[TimmyBGood]

@Wickermonkey 

https://www.sky.com/help/articles/sky-broadband-speed-guarantee 

Note that the relevant speed is the one delivered on optical fibre and ethernet cable as far as the Hub, not over WiFi from it.

[Wickermonkey]

As stated in the first message 36.2 is my average for a 27 day period

[Wickermonkey]

 

[Wickermonkey]

 

[Wickermonkey]

 

[JimM1]

@Wickermonkey You can state whatever, the screen's are what is important so yes you have a fibre delivery issue to your ONT or to the sky Hub itself. Two things to do now if you have not done so as yet, power the sky Hub off and the ONT, leave them BOTH off for 5 minutes then power the ONT on, Power and the Pon to solid green will take a couple off minutes to get to that. Next the sky hub back on it should take 5 minutes to boot up, when it's done and if you have the Black Sky Broadband Hub FOUR green lights on it, Power Internet WiFi and Voice...

Give it a day and check the broadband checker again, see if it is still sitting down at the speeds as shown now.... 

Do check the back off your hub that the Ethernet cable going to the sky hub is in Port 4 WAN, you are using a direct cable and NOT going through a tp-link or other adapter for a remote wan connection as that may cause all kinds off problems!

[Chrisee]

@Wickermonkey the link in @TimmyBGood 's post explains how the Speed Guarantee works. Briefly you need to be in the minimum term of your contract,  if the speed to your hub as recorded in the service checker drops below the minimum for your service you buy for 3 continous days Sky will credit a months payment if you call them. This can only be done once in your contract.