Weak connection to hub

[drake55]

Hello, I had noticed a drop-off in my broadband speed/power, so I ran the connection test on sky.com. This resulted in the message 'The speed to your hub could be faster'. I then clicked on the 'Improve Your Speed' button, which took me to the 'Test Your Broadband' page', which is supposed to take 2 minutes. Each time i try this it fails with 'oops that didn't work message'. 

I tried using the virtual assistant for help, but that was of absolutely zero use.

Has anyone else experienced this problem and would they have advice? Contacting sky is difficult nad extremely time consuming. 

Thanks

[Highlinder]

@drake55Contacting Sky is the only way this will get sorted as the broadband test will not let you book an engineer.

[cookiemonsteruk]

@drake55 

Can you post your hub stats

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

And run tests on your my sky app or sky.com account and post the info in more about your connection

[drake55]

Hi, thanks for the quick reply, @cookiemonsteruk

See below the router stats:

Router Statistics

System Up Time: 205:37:24
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN PPPoE 78918228 186821017 0 5674 6516 205:34:21
LAN Down 0 0 0 0 0 00:00:00
WLAN (2.4 GHz) Up 3596057 878656 0 18620 158 205:35:57
WLAN (5 GHz) Up 191826327 84952241 1 0 0 205:35:50
Broadband Link Downstream Upstream
Connection Speed (Kbps) 71679 20478
Line Attenuation (dB) DS1:15.2 DS2:35.7 DS3:53.2 US0:5.5 US1:28.5 US2:42.2
Noise Margin (dB) DS1:13.4 DS2:12.5 DS3:12.4 US0:13.4 US1:12.9 US2:12.8

Testing my connection on sky.com fails every time. I tried it on the My Sky App and that failed too.

Thanks & regards

[cookiemonsteruk]

@drake55 

As you appear to be in Ireland and their max speed is 100Mbps as opposed to 80Mbps in the uk we need to determine your minimum guaranteed download speed. Otherwise its hard to determine whether your current is above or below it  other than that all readings show everything has been up and running for around 205 hours without a drop

[drake55]

Hello @cookiemonsteruk 

According to the Ookla speed test app I have  - ping 19, download 61.53, upload 18.54 -

Thanks for your time on this

[cookiemonsteruk]

@drake55 

Call sky on 150 from your uk sky landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.3
Remove all the full stops

And ask them to run a line test

[drake55]

ok @cookiemonsteruk & @Highlinder 

thanks of 4 the help