Substantial drop in FTTP speed

[ArnoldStallone]

Hi there,

A while ago (August 2022) I posted here about a drop in speed - eventually speeds returned to the expected levels.  Well, they've dropped again ...

Brief outline:

* I'm on the SKY FTTP 500mbps package

* Although there are devices connected by wifi the speed tests are all done on a hard-wired (CAT6) desktop

* 'Normal' speeds are in the high 400s and often hit 500

* For the last month or so I'm lucky to get over 250!

* Needless to say, SKY thinks everything is wonderful (see pic below)

* I've attached my router stats for reference (see 2nd pic below)

If anybody can offer any useful suggestions it would be much appreciated.  Cheers 😊

[jamesn123]

@ArnoldStallone 

What do you have connected via ethernet? You have a few collision packets which in itself isnt a problem but can sometimes suggest there is an underlying issue.

[Chrisee]

@ArnoldStallone reboot the Sky hub as a first step as that should refresh the connection. If speeds are still below where they should be call Sky so they can get the Network team to check from their end. It is also worth checking the speed history shown in the My Sky app connection test to see if that agrees with your results.

[ArnoldStallone]

Hi James,

Thanks for the prompt reply.  Connected via ethernet are a desktop, a printer, and one SKY box (planning to add the main SKY box and a laptop in the near future).

[ArnoldStallone]

Hi @Chrisee 

Thanks for the reply.  Apologies, I should have mentioned that I have already tried a hub reboot with no improvement (did the ONT box too at the same time).

[Chrisee]

@ArnoldStallone in which case report the issue to Sky for them to investigate.

[ArnoldStallone]

Hi,

Apologies for the delay - life gets in the way sometimes 😉

I contacted Sky on the 03337 591 249 number.  This put me through to an automated service which eventually agreed that there was an issue with the service and offered to send me a text to provide a number to call.  However, the link provided in the text (HTTP://sky.com/connection ) doesn't provide a number, just the usual collection of 'Is it this or is it that?' options under a 'Help with Sky Broadband' title.

Why can't there just be a clearly indicated 'phone number where you can speak with an actual person about the issue?  Sigh ...

By coincidence, Sky has just sent me an email saying that I've reached the end of my contract.  The email says that the 500Mbps service will continue at £53.00 pcm.  A quick search shows a number of other providers offering nearly double that speed for around £40-49 pcm.  In fact, Sky's own 900 Mbps package is only £41 for new customers.  I've been with Sky for decades (literally, not metaphorically) but I'm beginning to find this all somewhat frustrating.  Might there be better service elsewhere?

I'll add an image showing that even Sky's own test recognises the issue now (normally, even when half a dozen third party tests shows speeds in the high 200s/low 300s Sky's test will happily tell me everything is OK and the speed is 500).

Before I jump ship in frustration, does anybody have a 'phone number where I could speak to an actual person at Sky?  That would be greatly appreciated.

[jamesn123]

@ArnoldStallone 

Note that the end of your contract email is a notification of your offer period coming to an end. Therefore you would be placed on a non offer price so if you re-contract with Sky you could likely get it for the £41 you are seeing.

[Chrisee]

@ArnoldStallone to add I have seen similar reports down to 250Mb/s on my own Ultrafast+ connection which I know delivers consistently a full 500Mb/s as I run regular speed tests. I concluded that Sky's speed check is not always accurate which from the reaction from Sky when I raised this with them they agreed with. In theory I could have claimed under the speed guarantee. 

When calling Sky dont engage with the bot and dont accept offers of a text then the system will route you to an agent. It is worth arguing for a better deal be be warned the deals the agents can give are limited. The retention team can often offer more but on occasions will simply wave you good bye.

[ArnoldStallone]

OK, a quick update.

I managed to speak with a real person - yay!  We discussed the scenario and as well as powering down the router the lady also suggested pressing the reset button (which, I must admit, I hadn't tried previously).

Good news: Shortly after doing this the speed went up to the previously experienced levels of slightly over 500 Mbps.  Yay again!

Bad news:  A few hours later it was back down to the mid-200s and remains there.  Boo!

Does the above scenario suggest any particular sort of issue to anybody?

[ArnoldStallone]

Hi,

Is there any chance that this could be escalated, please?

[ArnoldStallone]

I'm not sure whether this was a huge misunderstanding on my part but I'm going to brave any potential shame and post how I resolved this issue in case it is of any help to future users of the forum who search for this issue.

We have our Sky Q main box downstairs in the living room and a mini box in an upstairs bedroom.  I'm slowly adding ethernet sockets to various rooms and have added a couple to the bedroom with the mini box.  I then connected an ethernet cable to one of these sockets to have a hard-wired link to the mini box, thinking that this would be a good thing.

Well, I've unplugged the ethernet cable to the mini box and the speed has instantly returned to being in excess of 500mbps.  I've no idea why ...

[Chrisee]

@ArnoldStallone glad you found the cause. Sky Q boxes connected by ethernet limiting Ultrafast speeds has been reported before and apparently is caused by an issue with the Airties mesh networking system used in the Q boxes. That system is getting pretty old as the boxes were designed around 2015 before domestic Ultrafast connections were a thing and is no longer supported.

Sky are not going to redesign their Q boxes which look to have a limited life as satellite TV is unlikely to last much more than another 5 or so years.