Ultrafast 1 installation

[sonytv55]

I have had Ultrafast 1 installed for 4 days. During the installation Open reach 

were locating the router behind a 55" TV. I said to Open Reach the router cannot go there it needs to be out in the open. They replied that was twaddle and these routers can be located anywhere. Consequently I am now struggling to get coverage on my devices. The new ultrafast is now ultraslow

Spoke to customers services 2 times and they have said they cannot do anything about it.

I asked to speak to a manager this could not be done

I asked that a SKY person come out to look and recify the installation, they could not do this either. I am now in limbo and I need help to resolve this

[Chrisee]

@sonytv55 you are of course 100% right routers behind TVs etc are a bad idea. Howevercsortting it is simple just extend the cable from the ONT or G.Fast master aocket to the hub and locate that somewhere in the open such as a shelf if possible.

With full fibre you just need a simple ethernet cable from the ONT to the hub which can be over 50m long without losing speed you dont need anything more than Car5e. With a G.Fast service over copper (Ultrafast 1 can be delivered over either conection) you need a simple dsl cable with rj11 connecters but try to minimise the length but 3 metres should be fine 

[sonytv55]

Chrissie thank you for the reply

I am doing exactly what you have suggested

On my speed test i am getting 30mbps at the router 

All devices wifi is switched off

So nowhere near the 145 mbps

Predicted

[jamesn123]

@sonytv55 

The predicted speed is for ethernet devices only, are you testing via ethernet or WiFi. 

[sonytv55]

James n123

The speed is much the  same for both ethernet and wifi

Regards

[Chrisee]

@sonytv55 can you post your hub stats as they may show something see Find your Sky Broadband router statistics

[sonytv55]

Hello Chrissie

See attached

[jamesn123]

@sonytv55 

The stats suggest the LAN interface hasnt been used so are you sure the device was actually connected via ethernet when you tested?

Can you please post a screenshot of a speedtest taken and your router stats at the time as well? Can hopefully see the throughput then. 

[sonytv55]

Jamesn123

I may have mis understood about testing with an ethernet cable. I meant the connection cable from

the ONT(the white box) to the router in W4

I cannot do a speed test with ethernet because my laptop does not have an ethernet port. I have been

testing the speed via phone with fast and speedtest apps

Regards

[jamesn123]

@sonytv55 

Then unfortunately there is not much you can claim against Sky since they only guarantee the speed to the router/device connected via ethernet. WiFi can be affected by so many factors so even if you switch all other devices off and sit next to the router you might not get near the 145mbps they claim. 

[TimmyBGood]

---

@sonytv55 wrote:

I cannot do a speed test with ethernet because my laptop does not have an ethernet port. I have been testing the speed via phone with fast and speedtest apps

---

I'd observe that my 500Mbs BT FTTP 'tests' as under 40Mbs on my phone, and c460Mbs over ethernet.