Tired of slow speeds

[Manuka]

Hi

Really getting fed up of the constant slow speeds now.  I'll attach recent health check images.

As you can see, the speed is well below the guaranteed minimum, but even at 18mbs why am I only getting results from external speed check of around 2.4mbs - 10mbs? Is it the hub? 

The connection is so bad that if I'm watching say something on Youtube and my husband is on Netflix we both have buffering problems.  

Originally we didnt have these issues when we first went on Sky Superfast Broadband, but its been getting worse over the past 3-4 months.  Not sure how long we've had this hub for, but it must be around 5 years. 

Distance from the hub to laptop hasn't changed, its only about 4 metres with no objects/walls in the way.  

[cookiemonsteruk]

@Manuka 

You are only getting 18Mbps with a guarantee of 50Mbps on a line that can support 60-80

When you did the tests did it offer you the opportunity to book an engineer?

[cookiemonsteruk]

@Manuka 

By the way could you also post your hub stats as shown below

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

[Manuka]

No, it didn't give that option.

[GD1]

@Manuka  The link pposted by @cookiemonsteruk  explains how to obtain your router stats, it is not a link to your router.

[Manuka]

Systems Details

Manufacturer Sky

Model SR102

Firmware Version 2.92.2510.R

DSL Firmware VersionA2pv6F039m1.d24m

---

Modem

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):7789

Line Rate - Downstream (Kbps):18000

IPv6 Loopback Address(removed)

---

Broadband Port

MAC Address(removed)

IPv4 Address(removed)

Network TypeMER

IPv4 Subnet Mask255.255.252.0

Gateway IPv4 Address(removed)

IPv4 Domain Name Server(removed)

Gateway IPv6 Address(removed)

IPv6 Domain Name Server 

IPv6 Global Address(removed)

IPv6 Link Local Address(removed)

IPv6 Delegated Prefix(removed)

---

LAN Port

MAC Address(removed)

IPv4 Address(removed)

DHCPv4On

IPv4 Subnet Mask255.255.255.0

IPv6 ULA(removed)

IPv6 Global Address(removed)

IPv6 Link Local Address(removed)

DHCPv6On

---

Wireless Port

Name (SSID)(removed)

Region Europe

Current Channel 7

Wireless APEnabled

Broadcast NameYes

[GD1]

@Manuka  Those are not the router stats, you need to click on the blue hyper link Show Statistics

[Manuka]

Ah ok.  Think I have them now

Router Statistics

System Up Time: 629:18:10

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 57718282 134744221 0 102004 2513692 277:14:22 LAN Down 0 0 0 0 0 00:00:00 WLAN Up 264726644 134172719 0 4136758 142715 549:02:17

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Broadband Link Downstream Upstream Connection Speed (Kbps) 18000 7789 Line Attenuation (dB) DS1:22.3    DS2:43.5    DS3:57.5 US0:15.1    US1:37.9    US2:50.9 Noise Margin (dB) DS1:7.6    DS2:7.4    DS3:7.3 US0:5.5    US1:5.5    US2:5.4

---

Poll Interval:

Seconds (at least 3s): 

[cookiemonsteruk]

@Manuka 

Call sky on 150 from your sky landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

When asked is this about mobile say no

When asked do you want to receive a sms say no

When asked do you want to hang up and follow the link say no

When asked about your enquiry say broadband fault

[Manuka]

Ok I'll do that thanks

[cookiemonsteruk]

@Manuka 

Get back to us with an update  if you have difficulties either @GD1 or myself can escalate to sky

[Kirsty+S27]

Removed personal information on the router stats post. 

[Manuka]

Hi

Just got off the phone with Sky.

Have an engineer coming out on Monday as they have agreed our speed is not right.

So will see what happens after that

🙂

[Manuka]

Bit of an update..........engineer has been and fitted a new mastersocket and we have a new hub.

Still couldn't get speeds up though, but a line check has revealed there is an external fault that hopefully Openreach will be dealing with in the next 48hrs.

Fingers crossed

[Manuka]

So, Openreach have been out (pretty quick I thought) and the fault on phone line has been sorted.  Just run a health check and access speed to hub is now showing 60mbs. Bit of a difference! 

He did say that we are only fibre to the exchange but he showed me there is fibre in the road now so we could get speeds of around 200mbs if we had fibre to the house.  So something to look in to.

Also, how long does it take for my hub to start picking up on the new speed as its still only showing around 15mbs on fast speed check site?

Thanks