Upload speed extremely slow.

[Chodley]

---

@JimM1 wrote:

The noise margins on your line for downstream and upstream are too high,

Openreach need to correct or you will have no end off issues.

Ideal values are around 6db....

---

That's highly dependent on distance of copper though.

[cookiemonsteruk]

@SolaireOfAstor1 

Could you enter your full postal address below and post the table after removing your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[SolaireOfAstor1]

https://imgur.com/a/cgvuw1f

Here it is !

I hope I put all the right stuff on there? No address n that

[Chrisee]

@SolaireOfAstor1 as you can see Openreach expect your line to give 74Mb or thereabouts down and 20Mb/s up so it is not performing properly. The handback speed is 43Mb/s down. Given you have only recently joined Sky you may have to wait until 14 days have passed which is the time Openreach set to allow the DLM system to optimise the line. 

Hopefully after that time they will take a look at sorting whatever is restricting the speeds. Before they do that though check your home set up as if the fault is internal its is possible you get billed. Double check that the hub is connected to the master phone socket. Ideally that socket is of the prefilitered type with a dedicated connection for the hub but if it isn't check the line filter is good. Assuming the filter isnt dodgy unscrew and remove the socket's face plate and connect the line filter into the test socket you should find behind the face plate. This bypasses any extention wiring in your home which can affect speeds and stability of VDSL services.

If however the fault is outside your home there is no guarantee Openreach will rectify it as these days we increasingly see reports of them being unwilling to spend money sorting copper lines and simply lowering the line estimates and the handback speeds. Sky offer to release customers from contract where this happens but unless you have access to an alternative network or have decent chance of getting a usable mobile service the customer is stuck until Openreach's full fibre becomes available locally.

However hopefully you can get your line fixed. 🤞

[SolaireOfAstor1]

Hi,

Yeah I've done all of this and nothing has changed / is changing. It's getting quite aggravating not being able to work at my usual pace and is costing me money.

I spoke to someone at Sky and they said they're escalating it to the networking team but I haven't heard anything yet. 

in 2 weeks it will have been a month and I am still at square 1. If a sky employee is seeing this, please help me because I will lose my job without a stable internet connection.

[SolaireOfAstor1]

I will sit here and post my speed everyday because I cannot do anything else.

Here we are again with this upload speed - Took me 2 hours to upload a 3mb JPG tonight and I still couldn't get it done and had to get a friend with better internet to assist.

This will literally be the end of my career if nothing is done.

[Chodley]

Can't you tether to your phone until this gets resolved? Must be infuriating. I'm wallowing in 850Mb upload here. That kind of speed in 2023 is a joke.

[JimM1]

@SolaireOfAstor1 

Do you have a phone to plug into the master socket. If so remove socket and plug into the test port.

Call someone to test the line. Listen carefully my example i had an extremely bad line with lots of noise

the conversation was bad for me to hear but the other end seemed to be not bad as the other person on the line confirmed.

1. Sky engineer came, replaced master socket and tested with there test router, talked to engineer at sky end ? something was wrong but could not put finger on it. So i had to keep eye on did not fix problem.

2. Openreach contractor came next, checked broadband was now in the tank, they reset DLM, takes 24hr to recover, better but 2 days later back to before.

3. Called sky again, nice operator checked there end, all was ok, as the line was so bad my end, i could hardly hear and missing halve of the converstion, got call to my mobile. Another openreach contracor was sent, this time i have to assume they found the issue, as now 16 days clear with no faults.

In total it has taken 3 months from start to finish to get this fixed, and i have been with sky for 18 years.

If you can please test line, you have to remove master cover and plug in the phone.

This will test the line out, if noisy, crackle etc then you will need to get help to fix.....

Call 150 and wait through the robot system to talk to sky customer service, inform them

you have disconnected and only calling for help, there is no point to test unless they can

only check the line quality as you are on the master socket test connection.

 It is unfortunate that you have brought the issue with you, but as others have said if line

is bad, noisy etc 

hope the above helps in some way

[Chodley]

Absolutely this. You have to eliminate anything inside the house as a potential cause. Including wifi.

[Chrisee]

@SolaireOfAstor1 glad to hear you have excluded any issues in your home as not doing so is embarrasing and potentially expensive if Openreach get involved.

Any referral to Openreach is not instant Sky should have asked Openreach to check the line which normally takes at least 2 working days to happen. If the fault is simple your line will be fixed possibly by switching you to another cable pair but by what you have posted this is a long running issue so if possible would have been done previously.

The fault may therefore require escalation with Openreach which means everything goes quiet for a while. Its worth talking to Sky or checking the My Orders section of the My Sky app for updates. There is no contractual guarantee for upload speeds so it is possible that Openreach effectively says tough or as I warned you simply change the line database to reflect real world performance.

One point you need to remember you are paying for a domestic connection that you use that you use the connection for your employment is your business and does not affect either Sky or Openreach and does not give you any priority. Business connection faults are fixed faster but then again the connection is normally more expensive.

[Chodley]

I think a 4G (or 5G) router would be a wise move at this point.

[SolaireOfAstor1]

Hello again - Thanks everyone for the support and feedback so far

So I found out that BT had a line fault in my area around the 7th (which I assume is the same fault I was informed about when I complained originally)

Turns out, they are still digging up the road not far from me and making changes - I went to the shops 10 minutes down the road from me recently and have seen big, blue markings on the roads to suggest BT is unearthing the line for repair.

The whole neighbourhood in that area apparently have had multiple power cuts since the issues started on the 7th and they haven't been resolved yet - I haven't had my power go out, but the internet HAS been cutting out - They had the power out for 24 hours and a text from the national grid explaining the situation.

I suppose because the power wasn't affected in my area, I wasn't informed about it. Typical lmao I'm glad, at least, to know what the root cause of the issue is and that it is still ongoing. I'm just going to have to use my mobile hotspot to get any work done for now.

Thank you all again - it's been most reassuring to come here and find some useful info on troubleshooting problems in my home.

[SolaireOfAstor1]

Hey everyone

Back here again to say that I've heard nothing all week from this "networking team"

When I spoke to the guy on the phone, James, he said I'd be hearing from the team above him about the issues at some point Wednesday / Thursday

It's now Friday night and I suppose I'm going to have to wait over the weekend. 

Upload and download speeds still exactly the same. Still losing out on time and work. I'll be sure to keep posting until it's fixed, but until then this community won't hear the end of me - Until I can't pay my mortgage and they kick me out lol