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Supposedly received speed boost but tests suggest no change.

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Boom Operator
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Supposedly received speed boost but tests suggest no change.

I've been looking forward to my free connection speed upgrade, and last night I received notification from Sky that the boost had been implemented:

 

Great news! We have completed your Fibre Max speed boost and you will experience your new speeds straight away. 

We estimate the new download speeds your line can support will be between 64.0 Mb and 80.0 Mb. 

And we guarantee your Minimum Access Download Speed of 57.0 Mb.

 

My downstream prior to the boost was ~36mbps and my upstream ~8mbps.

After the boost? Exactly the same.
I've used several online speed checkers and they all give the same result (or thereabouts). None of them suggest a speed boost has been implemented.

When I test my broadband using the sky website, it says 40mbps (I guess they're rounding up in factors of 10), and it has remained 40mbps for the last 7 days, so no difference there either.

 

Has anyone else been notified of this speed boost, what are your experiences so far?

Is it real or have I fallen for some craven marketing hype?

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Community Manager
Posts: 3,640
Post 9 of 35
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Re: Supposedly received speed boost but tests suggest no change.

Hi @SandraWilson

 

Sorry about that.

 

It sounds like your email has been sent a little early. This suggests your speed boost is being processed and will (most likely) complete sometime tomorrow. Smiley Happy


Mark
Community Manager

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Oracle
Posts: 39,643
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Re: Supposedly received speed boost but tests suggest no change.

Have you tried restarting your router? Then please post your router statistics - the sticky post at the top of the forum explains how.

Boom Operator
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Re: Supposedly received speed boost but tests suggest no change.

Before Reboot:

 


System Up Time:
 548:51:16
PortStatusTxPktsRxPktsCollision PktsTx b/sRx b/sUp Time
WANMER6747208668808495260149002154172548:48:49
LANUp6954654585046643752186255819872840548:51:16
WLAN (2.4 GHz)Up25033108844304101193993548:49:34
WLAN (5 GHz)Up328480897322738393000548:49:50

Broadband LinkDownstreamUpstream
Connection Speed (Kbps)400009999
Line Attenuation (dB)DS1:12.0    DS2:32.7    DS3:38.6US0:4.4    US1:24.3    US2:33.2
Noise Margin (dB)DS1:16.8    DS2:16.8    DS3:16.7

US0:13.2    US1:13.4    US2:13.4

 

After Reboot:

 
System Up Time: 00:02:37
PortStatusTxPktsRxPktsCollision PktsTx b/sRx b/sUp Time
WANMER34535102500557400:00:52
LANUp4453308846901662439900:02:37
WLAN (2.4 GHz)Up487202013384222900:00:58
WLAN (5 GHz)Up170410410155963196200:00:54

Broadband LinkDownstreamUpstream
Connection Speed (Kbps)400009999
Line Attenuation (dB)DS1:12.0    DS2:32.9    DS3:38.8US0:4.4    US1:24.3    US2:33.4
Noise Margin (dB)DS1:16.8    DS2:16.8    DS3:16.8US0:13.8    US1:13.7    US2:13.5
Boom Operator
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Post 4 of 35
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Re: Supposedly received speed boost but tests suggest no change.

And the exchange is down the road, just over 200 yards away

Oracle
Posts: 39,643
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Re: Supposedly received speed boost but tests suggest no change.

Contrary to the email, then, it looks like the upgrade hasn't happened. I think you'll have to contact Sky to find out what's happening.

Oracle
Posts: 3,197
Post 6 of 35
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Re: Supposedly received speed boost but tests suggest no change.

As @Mark39 says, the stats show that your uprgade has not been completed. Not sure why Sky sent you that notification. Give them a call to see whats happening.

Boom Operator
Posts: 31
Post 7 of 35
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Re: Supposedly received speed boost but tests suggest no change.

It's not an urgent issue and I'd prefer to do this by email/chat than over the phone, but I can't find any of these options available on the site. All I can find is the phone number and the Customer Complaints Form.
I guess I'll fill out a form then.

Oracle
Posts: 3,197
Post 8 of 35
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Re: Supposedly received speed boost but tests suggest no change.

@SandraWilson

There is no live chat or email option for this particular issue, you'd have to call or fill in the form.

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Community Manager
Posts: 3,640
Post 9 of 35
1,540 Views

Re: Supposedly received speed boost but tests suggest no change.

Hi @SandraWilson

 

Sorry about that.

 

It sounds like your email has been sent a little early. This suggests your speed boost is being processed and will (most likely) complete sometime tomorrow. Smiley Happy


Mark
Community Manager

Boom Operator
Posts: 31
Post 10 of 35
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Re: Supposedly received speed boost but tests suggest no change.

Just checked the router statistics again:

  

PortStatusTxPktsRxPktsCollision PktsTx b/sRx b/sUp Time
WANMER25260892050852034540257075013:53:43
LANUp46139282936254142303507412358929:03:34
WLAN (2.4 GHz)Up2494497750548012096029:01:56
WLAN (5 GHz)Up188344971866151100029:01:51

Broadband LinkDownstreamUpstream
Connection Speed (Kbps)6434620000
Line Attenuation (dB)DS1:12.0    DS2:32.8    DS3:38.7US0:4.4    US1:24.2    US2:33.3
Noise Margin (dB)DS1:6.4    DS2:6.4    DS3:6.3US0:6.3    US1:6.3    US2:6.3

 

As you can see the downstream has increased from 40000 to 64346 and the upstream has gone from 9999 to 20000.

I assume these values are the absolute limits of my connection.
Sky promised between 65-80mpbs, it appears I'm at the lower end of this but I can live with that... if only it delivered.

I just tried some speed tests and they all indicated that my upload speed has indeed doubled, but my downstream connection still hasn't improved, still hovering between 36-38mbps, the same as it's always been.

Any ideas?

Oracle
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Post 11 of 35
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Re: Supposedly received speed boost but tests suggest no change.

@SandraWilson

Two points;

- It may not be your maximum sync speed as you may be on a cabinet that allows for lower than the 6db margin so give it a few weeks and you may see the speed creep up.

 

- Are you running these speed tests on WiFi or Ethernet?

Boom Operator
Posts: 31
Post 12 of 35
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Re: Supposedly received speed boost but tests suggest no change.

Running the tests from my PC which is connected via gigabit ethernet directly to the router and I can send files across the local network at close to 1gbps.

Is it possible the phone wire between my router and  the cabinet doesn't have the capacity to transmit more than 38mbps?

And can you confirm if the noise levels are ok?

Oracle
Posts: 3,197
Post 13 of 35
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Re: Supposedly received speed boost but tests suggest no change.

Your noise margins are fine and at sky's target level but as I said they may decrease and give you more speed if your line is capable of it. 

 

In regards to the actual speed you are seeing, it's unlikely to be the cable since your router is showing the sync, if the cable was the problem then your router wouldn't even sync at that speed. It may be worth replacing it though if you can just to be doublely sure. I'd also try rebooting your router and checking your microfilters then run the test again.

Sound Designer
Posts: 48
Post 14 of 35
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Re: Supposedly received speed boost but tests suggest no change.

If you don’t mind me asking but what area are you in , just want to see what areas first are getting the free speed boost and hopefully predict mine 😅

Boom Operator
Posts: 31
Post 15 of 35
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Re: Supposedly received speed boost but tests suggest no change.

It's a very long RJ11 cable between the phone socket and the router which is about 10 years old, I wonder if that could be an issue. I could try the shorter one that came with the router but for now I'll just wait and see if things improve.

That's something I've always been curious about... with RJ45 cables there are different classes, cat5, cat5e, cat6, cat7, etc., with increasing line speeds, but RJ11 cables (the ones between the router and the phone) don't have any clear line speed capacity, and there's less wires in them than an RJ45.

When I got Sky Fibre last year I was amazed to find that we'd be using the same old telephone socket and the same old wires, I always figured our ADSL connection was physically limited by the old copper wiring.

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