Upload speed issues 0.5-3Mbps

[CJ4681]

Hi,

Since the 20th September, when we had a UK outage, my broadband speeds have not been correct, upload at least.

We pay for a 40/10 line and have been getting the download speed, but upload is no more than 1.5Mbps.

Being an Xbox gamer, I can't play a lot of games since this outage. I have contacted sky multiple times, they have sent out 2 engineers so far, both have seen the issue where download is fine, upload not so much. 

BT Socket has been upgraded, router has been replaced, even the speed cap has been removed, I'm now getting 60 down/17 up according to my router sync, but upload still struggles, no more than 3mbps upload now and games still lag out and drop out. Xbox is hard wired.

I have physically removed everything wired and wireless from my router and the upload speed are no better, speed tests on my laptop / phone / tablet, either wired or wireless, shows the same result.

I've even turned off my router for 24 hours, make no difference.

I have tried countless speed tests, Ookla, bt wholesale, fast.com, etc... all show the same speed, currently 60 down, 1.5Mbps up.

The customer service of sky has been awful, the last person we spoke to basically said if we upgraded to full fibre, it would sort the problem out! Disgusting! Why should I upgrade to fix a problem that wasn't there a month ago! If we are to upgrade, it won't be with sky if they can't be bothered to fix problems and be more courteous to their customers!

The only reason I'm posting is to ask advice, as one of the field engineers has been extremely helpful in trying to resolve this, but we can't get anywhere due to customer service only looking at the line speed sync and just fobbing us off with a "the line is fine" **bleep** script.

It feels to me like either these is a fault on the line somewhere or there's been a cap put in place on the upload, but it's only been since the outage on the 20th September.

We've been with Sky 22 years, if "upgrade to fix" is the answer, then sorry, we're going.

Has anybody experienced this and is there anyone who can help resolve this issue?

[GD1]

@CJ4681   Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

[CJ4681]

hi @GD1,

Thank you for your reply, stats are as follows:

As stated, sky has already stated the obvious that the line sync is fine, but I can assure you, the speedtests are not:

Nothing else is connected at the moment (apart from my laptop and phone), but the same results either wired or wireless. As I said, I've already discussed this with sky... there's no problem here 🙄

[mae-3]

@CJ4681 

The router stats show no issue with the broadband line, any throughput issue would be the result of something other than the telephone broadband line.  Usually, you find when the upstream throughput drops it is because devices on the network are doing backups for cloud services.

When only 1 device is connected to the network you should get about 57Mbps downstream and 15Mbps upstream over a wired connection.

[CJ4681]

Hi @mae-3 

It's why I'm asking on the forum as I've seen similar posts, but with no resolution. Customer service kept telling me the same thing, there's nothing wrong from the sync, which I can understand, but speed test and the lag in games say otherwise.

I have taken everything off my network to try and solve this. Surely no devices, nothing to upload, so that 1 device should have the entire bandwidth. Yet download is fine, upload is shot.

I have tried multiple devices on their own and get the same problem (Wired or wireless), I've tried different wires etc, no difference.

I've had 2 sky engineers out, no one can tell me why this is and blame everything else, even though they only had their tablet connected.

1 engineer even got my line uncapped to see if this helped and even he is struggling, he's spoken to higher ups and they can't explain it. As I said, first engineer replaced the master socket and the router, so new equipment too.

I'm at a loss and it feels like a throttling issue. The outage on the 20th September was a congestion issue on the UK networks, I'm in IT myself and have a broadband/telecoms department at work that I was discussing issues with on that day. Im not sure if sky has throttled to ease the issue at the time and have just forgotten to remove the throttle afterwards?

[mae-3]

@CJ4681 

It is unusual to see congestion issues upstream but not impossible. And congestion issues usually occur in peak times not always 24/7. Even though it is unlikely to be a fault with the router have Sky replaced the router yet?

But the fault is more likely a DSLAM fault with the multiplexer and that needs to be fixed at DSLAM by replacing the board or doing a lift and shift to a different port on DSLAM.

[CJ4681]

Hi @mae-3,

Router has been replaced by the first engineer that sky sent out, who also replaced the master socket, but this did not help.

The second engineer who has tried to help us as he's seen the issues and reported further up the chain seems to be hitting the same snags as we are. He advised there is no point sending out another sky engineer and we need an open reach engineer, sky aren't interested in helping with this as the sync speed is good and therefore there is not problem according to them! They seemed only interested in selling us a new package when I tried to explain this.

This problem seems to be 24/7 and not just at peak times, although I'm at work all week, my other half has complained about the speeds when I'm not here.

I apologise if my messages sound short, it is just frustrating when trying to get help from a company that is basically using any excuse not to help or sort the problem out.

[mae-3]

@CJ4681 

I agree it does need a BT Openreach engineer do you want me or a superuser to escalate your post to Sky?

[CJ4681]

Hi @mae-3 

Thank you for your help so far, if it is possible to escalate this post to sky, it would be helpful. 

[GD1]

@CJ4681  To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Greenfingers001]

Thanks for escalating this. We’ve sent @CJ4681 an invite to chat.