Stuck with slow broadband

[Marston148]

I'm on superfast broadband. It starting to go slower a few weeks ago even though nothing had changed. The app says there is a problem, that it is running slower than it should, but that an engineer won't be able to help... I just need to wait for it to pass or upgrade. 

I have tested in the app and followed all the instructions over and over. Nothing changes. 

I called Sky and they said it was because my router was 3 yrs old. They sent me a new one. Speed improved slightly but is still slower than it was and app still says there is a problem.

I rang sky again and they offered me an engineer even though app says an engineer cannot help. I feel like they are only offering to get me off the phone.

I feel really stuck because we tried to upgrade to fibre but were told because we live in a terrace and our router socket is in the back room they would have to trail the cable through the kitchen!!!! 

I work from home full time. I have to fix this. Call centre are useless. Can anyone suggest anything?

[jamesn123]

@Marston148 

An engineer would certainly help in a situation where copper broadband has deteriorated. I am confused as to why you wouldn't accept the engineer visit?

I would recommend you call Sky again and get an engineer out to look at the line.

[TimmyBGood]

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@Marston148 wrote:

I feel really stuck because we tried to upgrade to fibre but were told because we live in a terrace and our router socket is in the back room they would have to trail the cable through the kitchen!!!! 

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The location of a current copper-line phone socket is only relevant to FTTP if you insist on the Hub staying in the same place.

[Marston148]

It's a small house. We looked at all other possible locations... on the edge of the kitchen sink, in the tiny toilet, or by the front door in a tiny space where it would be in the way and get knocked. 

We will probably eventually have no choice but to find a way to do it, but because it will involve more difficulty than normal I was hoping to avoid it right now.

[Marston148]

The app says an engineer will not be able to fix the problem. The call centre offered it only because they could not think of anything else to do... they did not give a reason like you have why it might help.  I didnt want my time wasted just being placated only to end up back on the phone after. I've been a sky customer for decades and have had many grumpy engineers complain abiut the call centre sending them out inappropriately.

That said, this house is only 8 years old... can it really develop such a problem so soon?

[jamesn123]

@Marston148 

Yes because the age of the house has no relevancy to the possible age & quality of cabling leading up to your street & into your house.