Unusable broadband

[SharpiesGOW]

We had our Sky broadband activated on 14 May and I knew that there might be fluctuations in speed whilst it optimised. However we were only getting an access speed of 3 to a max of 5 mb/s the whole time. And speed test to an actual device was 1mbs - completely unusable.

When we reached day 10, it allowed me to book the Openreach engineer. He came yesterday and changed the socket and said that it was now registering 60mbs, but that would be a little up and down again over 10 days whilst Sky retest and reoptimise. 

However, it isn't any different. It isn't running at 60mbs, it's still only accessing at under 4mbs. To illustrate the problem, a simple download of a 45 mins programme when I watch the previous episode is only at 10% after an hour of downloading ie its taking 60mins to download 4mins of a programme! 

Please can someone give some advice as this is really disappointing. I've got a slight crossover with our old supplier (Virgin) so have left the main PC and games console for my son wired to that connection but that contract closes on 7th June and I don't think the Sky connection is going to be working.

 

[TechmanagerMal]

• Give Sky Support a call.
• To obtain the general-purpose number click on "Need more help" at the bottom of this page
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[Highlinder]

@SharpiesGOW Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[SharpiesGOW]

Thanks both. @Highlinder here are the router details

 

[Highlinder]

@SharpiesGOWCan see from the router stats something is still very wrong with the connection, with a downstream noise margin of 26.0, the normal is 6.0. This does really need to be looked again.

[SharpiesGOW]

Thanks both. I've just spoken to Sky and they are sending out one of their engineers on Sunday to try and work out what is going on. 

Will post what happened 😊