Want to report low download speed to hub. Service checker says speed is POOR.

[MS820]

I have used the service checker to run a speed test it says speed is poor. 
I am on a guaranteed speed of 23.1mbs and test result is 4.35mbs.

i want to report it as it has been that way for at least last 5 days. 

[cookiemonsteruk]

@MS820 

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[MS820]

Sky Hub Status

This page shows the current settings for your Sky Hub. We have preconfigured your Sky Hub with the optimum settings. This is a read only summary page. If you wish to change settings use the menus at the top of this page.

• Select Show Statistics to see your Sky Hub performance statistics such as the number of packets sent and number of packets received for each port.
• Select Connection Status to see information about your current connection.

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System Detailshelp

ManufacturerSky

ModelSR203

Firmware Version7.03.0400.R

DSL Firmware VersionA2pvfbH043p1.d26u

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Modemhelp

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):1778

Line Rate - Downstream (Kbps):4921

IPv6 Loopback Address2a02:c7c:88cc:ba00::1/128

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Broadband Porthelp

MAC Address80:75:1f:70:e2:5a

IPv4 Address90.214.70.66

Network TypeMER

IPv4 Subnet Mask255.255.252.0

Gateway IPv4 Address90.214.68.1

IPv4 Domain Name Server90.207.238.97, 90.207.238.99

Gateway IPv6 Addressfe80::22

IPv6 Domain Name Server 

IPv6 Global Address2a02:c7c:88cc:ba00::1/64

IPv6 Link Local Addressfe80::8275:1fff:fe70:e25a

IPv6 Delegated Prefix2a02:c7c:88cc:ba00::/56

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LAN Porthelp

MAC Address80:75:1f:70:e2:59

IPv4 Address192.168.0.1

DHCPv4On

IPv4 Subnet Mask255.255.255.0

IPv6 ULAfdcf:a4b9:1786:0:8275:1fff:fe70:e258/64

IPv6 Global Address2a02:c7c:88cc:ba00::1

IPv6 Link Local Addressfe80::8275:1fff:fe70:e259

DHCPv6On

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WiFi Porthelp

Name (SSID) SKYWXRK5

Region Europe

Current Channel (2.4 GHz) Ch 1 @20MHz (5 GHz) Ch 36 @80MHz

WiFi AP Enabled

Broadcast Name Yes

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Voicehelp

Voice Status Connected

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Connection Status Show Statistics

[cookiemonsteruk]

@MS820 

Could you click on show statistics at the bottom and post the table

[MS820]

Router Statistics

System Up Time: 158:00:27

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 44301724 63200472 0 230741 4010896 157:58:45 LAN Up 7973705 4669039 73 3372528 102205 158:00:27 WLAN (2.4 GHz) Up 5361136 2891322 0 had to remove some numbers in order to post message:58:31 WLAN (5 GHz) Up 38346471 27844811 0 0 0 157:58:25

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Broadband Link Downstream Upstream Connection Speed 4921 kbps 1778 kbps Line Attenuation D1(26.7 dB) , D2(69.2 dB) , D3(0.0 dB) U0(20.4 dB) , U1(60.4 dB) , U2(63.4 dB) Noise Margin 2.8 dB 6.0 dB

[cookiemonsteruk · Accepted solution]

@MS820 

The downstream noise margin looks fine. You would expect it the be much higher for an external fault but the 2nd line attenuation figure does suggest a fault.  

If your guarantee is 23Mbps then the quickest way to sort out an engineer visit would be to call sky although we can also escalate this to sky

[MS820]

I'm happy for you to escalate it.

thanks for your prompt assistance.

[cookiemonsteruk]

@MS820 

Keep an eye on this forum using a chrome browser

I've escalated your post via the community chat. 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 a red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @MS820 an invite to chat.

[garyjsmith249]

can any body from sky help me my speed to hub have been poor for months now 

 

[Highlinder]

@garyjsmith249  What speed are you supposed to be getting between and what is your minimum?

[garyjsmith249]

57 minimum . When I first moved in ten years ago I would get 65 . But now I get 51 which is below the minimum and have done so for maybe 12-18 months . Difficult as we are a family of 5 and my boys like to game. 

[Chrisee]

@garyjsmith249 your downstream speed looks like it has been restricted. If you run the connection test in the My Sky app it should offer a check by an engineer. If the test doesnt you need to call Sky to report the problem.

[Amup]

My Sky Broadband connections is less than 1Mbps.  We have usually 55mbps and I am unable to work due to this connection. I am unable to contact any sky person to report this issue.  

This is insane that not able to report an issue.  I have not idea how they can improve the service without being able to contact them through phone. From morning I am struggling to  get hold of reporting this issue. 

Speed to Your Hub--POOR 

[cookiemonsteruk]

@Amup 

Could you post your router stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...