Slow speed to hub

[Davie84]

 

Hi all,

needing some advice as for the past 7 days I'm receiving an error on the service checker for my broadband and when I run the checks I'm being told the internet connection is fixed but the speed is slow and lower than I should be receiving. 

any advice on how to resolve this as the home check has came back with no fault to the equipment, I have just upgraded the modem in the past two months.?

[JimM1]

@Davie84 Click on the view for broadband and have a look at what has been going on, will show you the last 30 day's off connection.

What is your normal speed of service that you expect? you will have a note off it somewhere maybe in an e-mail etc, and with that kind off speed range you may also have a connection to a Master Socket for the broadband. Going to link the Tips above to see if you can post your stat's. If you can look at the link and see if you can post them as you view with it...

How to read your Sky Hub statistics

[Davie84]

 

 Hi Jim,

thank you for your prompt reply, the tests on the line say I am getting a minimum of 32mpbs which would be the expected speeds for this area so no fault on the line however the actual speed connection to the hub is poor and only providing upload speeds of 9mbs. I've connected with all the cables provided by sky

[JimM1]

@Davie84 Will take a look when the pictures are cleared for viewing, the stat's may give us a better idea what is going on. You are probably on a sky 40/10 split by the sound off it, are you also connected to a OR master socket or using a ADSL filter for the hub connection.

Upload of 9Mb/s would be expected on that kind off connection, they go hand in hand with each other, ie 30Mb/s down 9Mb/s up....

[Davie84]

Connected to the master socket. Connected through the cables provided with the modem directly into the internet port. 

[JimM1]

@Davie84 Had to go drag my hub out off the box to take a quick look at it, but with the one i have connected into the back off the hub would be the purple connection socket and it is the very 1st on the left, but you will be wired ok, else you would have NOTHING....

[JimM1]

@Davie84 You did not look at the link supplied as what you have sent is not what is needed, you have sent the status page which is basically confirming what sky are seeing on there end, so they expect no issues, unless there is just a software glitch on there side.

So if all seems good for you then just ignore or call sky for them to take a look why it is telling you there is an issue.

The hub stat's if you do post let's the user's on the forum see what is going on direct with the hub, there is a picture on the link so it shows what is required..... 

[Davie84]

Apologies not great with all this tech stuff. Is this the image which would help ?

 

[JimM1]

@Davie84 That's the one, you would be better to call sky and have them run a test against your line, it is showing a higher than normal noise margin which may lead to stability issues and the system lowering your speed to compensate. Hopefully it is not something that is in your home but external to the line.

[Davie84]

Thanks for all your help and support, really appreciated.