White box problem

[Tigerbear]

Renewed contact in July. They took old black box hub away which worked fine and gave me a white one.

This has not worked as good since. WiFi is slow and Internet drops out often. I rang up to complain as I have superfast which guarantees 41mbs but only been getting 18mbs. 

If speed not 41mbs or above for 30 days or more I was told I was entitled to a reduction in bill or entitled to change broadband provider without penalty. 

When I rang up advisor he said Internet speeds for the last 30 days are not available so can't reduce bill or allow me to leave broadband service without penalty. 

This is not fair. What can I do ?

Engineer just called and changed channel and speed is much better but he said speed can't be guaranteed and may change in future.

[jamesn123]

@Tigerbear 

You are confusing two metrics, the speed Sky guarantee you thats linked to your contract and compensation is the speed of the line connecting to your hub, this is different from the speed you may see on test while connected to WiFi. 

If changing the WiFi channel has improved the speed this proves your issue is a local WiFi one, not the actual speed Sky is supplying you with. You can confirm this by running a test over ethernet, not WiFi. 

[TimmyBGood]

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@Tigerbear wrote:

When I rang up advisor he said Internet speeds for the last 30 days are not available so can't reduce bill or allow me to leave broadband service without penalty. 

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I doubt the Alternative Dispute Resolution provider, or indeed Ofcom, would accept that as an excuse from an ISP, but unfortunately it does make claiming against the Guaranteed Minimum Download Speed inherently rather difficult.