Ultrafast+ 500mb capping at 94mbs download

[DSkyUser]

for some background, I have been with Sky on 500mb for almost a year with no issues, outside of low upload speeds, not even a dropout. 

jn the last month or so, a few times a week I will experience massive latency spikes and speed limited at 94mb, confirmed with tests on the Sky app. 

previously, a reboot of both ONT and hub would fix this for a few days. Today i had no such luck and had to log into the router, disconnect session, reboot and reconnect and seems to have resolved.

no new devices or cables have been added to the network and no movement to any devices.

ive tried to report this multiple times but the only options I get in the report to label the fault are voice issues? Extremely unhelpful.

has anybody else come across this and found a more permenant solution? 

thanks in advance for help/responses. 

[mae-3]

@DSkyUser 

The 94 or so Mbps sounds like an issue with a device or cable only passing 100Mbps because of an issue with the ethernet port or cable itself. If it is impacting the complete network then change the ethernet cable between the ONT and router for a good quality ethernet cable cat 5E or higher.

[DSkyUser]

Currently have a Cat6 cable running from ONT to Router, around 2.5 meter run. 

The issue is resolved with a reboot but tested a new cat6 cable and the issue still returned after some time. 

[DSkyUser]

To add further - seems it dropped this morning -tested around 11;47 to 94mbps, then at 12:27 brought itself back up to 504mbps. 

Will look at potentially testing another cable. 

@mae-3 

[ibas]

Hi, any luck with this ? I am facing the exact same problem. A restart to the ONT resolves the problem but it always returns a few days later. 

[Roo80]

I am also facing this exact same issue with my 500Mb connected dropping to 94Mb for days at a time, a reboot fixes the issue for a bit until it returns.  If I check my sky app and look at the historical data speeds I see days in a row of 94.6Mb exactly.

The fact that I am not the only one having this issue and that a reboot does return the speeds to normal would suggest this is not an issue local to my router but more a speed restriction/data cap being implemented, but why a reboot would then fix it I do not know?

[Chrisee]

@Roo80 if the Service Checker in the My Sky app is showing thecrestriction it neeeds investigation so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[ibas]

Hi,

How do you check historical speeds in the app?

Are you using your own router ?

[Chrisee]

@ibas you can check the speeds by going into the Service Checker in the My Sky app, clicking on the last speedtest result which opens a screen showing the results for the previous month assuming a Sky hub is atrached. If you are using a third party router those results will not show. Sky will only normally investigate line faults if the Sky hub is being used as they decline to support third party routers..

[DSkyUser]

Sorry but I completely forgot what happened to this one!

I don't recall having an engineer out for it so I'm fairly sure it was resolved by Sky on the back end and the issue didn't return. 

I did also get my money back from that month from the minimum speed guarantee so it's worth looking into that too

[ibas]

Got it , thank you very much for the clarification .

At the moment I am trying to do my own investigation, I have my own terminated Ethernet cable running from the ONT to the router located in a different room.
When speeds cap to ~90mbps I usually need to restart the ONT and everything is back to normal.

I am going to redo both ends of the cable with better quality RJ45 plugs as the one I currently have (bought from Amazon) failed on some other installations .

[DSkyUser]

For what it's worth I also had my own terminated cable, replaced it with a high quality purchased one which made no difference, swapped out all cables to devices, switches etc. and still no change. 

I recently had a similar issue with my gigabit Ethernet that had capped speeds and constant blackouts. Again, no amount of troubleshooting, replacing etc. resolved it and it was eventually resolved by Sky on the backend. 

[Greenfingers001]

Thanks for escalating this. We’ve sent @Roo80  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.