Sluggishly slow broadband and wi-fi.

[GeoffNash58]

Despite down-the-line checks saying everything's ok our broadband and wi-fi are running extremely slow. Just taken three days to download an episode of a series from one of the catch up services, home page on SkyQ telling us of internet problem. Unable to do banking or other work on laptop as keep getting timed out. This is beyond a joke. All leads on the hub have been checked, even tried moving hub but no difference. 

[Chrisee]

@GeoffNash58 first step run the full connection test in the My Sky app as if you click through it should tell you the curent connection speed to your hub which is what Sky guarantee, it will alsonshowcthe history fir the last few weeks and the guarantee speed for your line. If the speed is below the guarantee it should offer an engineer to check your line. A lot of copper lines are running slowly duecthe recent bad weather.

If that looks fine then the issue is Wi`finspeed in your home which is largely out of Sky's control as the layout and type of construction of your property determine the speeds you get. WiFi problems are incredibly common. First thing to check is your hub is in the best possible position which is out in the open on a surface above obstructions like radiators. After that then you are intonspending money to improve wifi in your home.

[GeoffNash58]

Thank you. The Wi-Fi has worked perfectly for most of the five years that we've had it, it had been slowing progressively since the Spring so we thought it was a local issue, but taking three days to download a TV programme suggests a bigger problem. Our next door neighbour's are on Sky Broadband in an identical terraced house, no problems at all.

[GeoffNash58]

My SkyQ is taking up to two days to download a programme episode, our broadband is painfully slow to the point if being unusable and yet online tests suggest everything's ok and just leaves it at that. How do I contact Sky directly to chat with someone and get the problem sorted? In an age of instant communication and a company that deals with communication this is thoroughly unacceptable. 

[Daniel0210]

@GeoffNash58 
You can call Sky free by dialling 150 from your Sky Talk landline or a Sky Mobile, alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated ROI number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.