Slow super fast broadband

[Marcam27]

Hi,

I have recently moved from BT to Sky as My broadband through BT dropped from (roughly) 60mbps down to an average of 10mbps. Spoke to BT and they advised that's my speed and is normal and tha what I'm expected (even though I have been getting 60 for the last 2 years. Nothing at all has changed either in regards to property, phone lines etc.

Anyway, I spoke to Sky and they advised I am eligible for the superfast package and I should be getting a minimum of 32mbps. Well the Sky broadband is all up and running and I'm still getting the exact speed as I was with BT (average do 10mbps) done all the test on the app and they have advised everything is fine.  Normal download speed is 39/40, guaranteed is 32 and access line speed is 14  mbps.

does anyone know what could of caused this massive drop in speed? And will I ever be able to get the higher speeds back?

thanks,

Marc

[cookiemonsteruk]

@Marcam27 

Can you post your hub stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[Marcam27]

 

[cookiemonsteruk]

@Marcam27 

Could you also run tests on your my sky app and post the info in more about your connection just to verify your guarantee

[Highlinder]

@Marcam27Looking at those speeds, with you saying you used to be on 60 Mbps, could you fill out the information in the form below and post the screenshot hiding the private information in the top-right corner.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

[cookiemonsteruk]

@Marcam27 

@Highlinder that was going to be my next request 😁👍

[Marcam27]

Thanks both @cookiemonsteruk. 

[cookiemonsteruk]

@Marcam27 

Best calling sky on 150 from your landline or 
zero three three three seven five nine one zero one eight from any other phone to report a possible line fault

@Highlinder 

66Mbps with handback of 39-42Mbps . Definately below the guarantee even if sky have moved the guarantee to 32Mbps and line attenuation suggests 18Mbps maximum. Wonder is the line got into such a bad condition that it might not be worth fixing

[Marcam27]

Thanks for the reply. What should I tell the advisor about the problem? Anything in particular to mention? I'm not an expert at any of this and usually the person I speak to doesn't seem to be so I'm hoping if I mention something specific I may actually get the help I need.

thanks

[cookiemonsteruk · Accepted solution]

@Marcam27 

The advisor should have access to the info

Mention higher noise margin for the line

Line attention suggests you are further from the cabinet than you are ie 25.9db suggests a max speed of 18Mbps

Mention that the line drops

And don't forget to emphasis your guarantee

[cookiemonsteruk]

@Marcam27 

Oh and don't forget to mention that bt wholesale still have your line as 66Mbps

[Marcam27]

Perfect, thank you for the help.

so I'm assuming the bt thing is what I am/ was expected but for some reason it's just dropped over time?

[cookiemonsteruk]

@Marcam27 

Bt wholesale can lease lines to other isp's where a particular isp doesn't want to buy and maintain a line themselves therefore they maintain that database which is updated by openreach

[Poppy+Lillie+123]

Hello , my downloads speeds are incredibly slow I have tried to download a9GB download that would normally take 10-55mins and I've been waiting 4 hours now , is there any way this can be looked into to be speeded up asap please 

[Highlinder]

@Poppy+Lillie+123  Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...