WiFi speed dropped

[Mrs+LJ]

Last night (7 Oct), my internet kept going down, then coming back at slow speeds. Went to Sky Website who detected an issue from the exchange, said it would be fixed. Received a text this morning that all was now ok, Checked my speeds today which ranged between 25mb and 60mb. Restarted the router several times, won't go above 60mbps I have always had between 70-74mbps before this. It's what I signed up to over 2 years ago. Even the Sky website is showing the drop from 75mbps to 67mbps last night to 61mbps now. It's not acceptable. Could this be rectified please? 

[jamesn123]

@Mrs+LJ 

I would note that what you signed up for would have been your minimum guarantee which i highly doubt is in the 70s, often the minimum is around 60-65 for a really good line. 

Whats likely happened is the fault combined with you repeatedly restarting the hub has triggered the line management (DLM) to reduce your throughput in attempt to stabilise the line. 

Can you post your router stats?
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717/jump... 

[Mrs+LJ]

Actually I have had over 70mps consistently (usually 72mbps). Even Skys website details it month by month as 75mbps up till last night. What seems to have happened is that there was a problem from the exchange as stated, this has possibly been rectified, but someone has then reset my broadband speed to 59/60mbps which is what they are now offering new customers. This is unfair, and not what I signed up for. Sorry don't think I'm technical enough to post those stats.

[jamesn123]

@Mrs+LJ 

I never claimed you didn't have over 70mbps consistently. I said the minimum guaranteed speed from Sky when you took the contract out was unlikely to have been 72mbps, therefore unlikely to have been what you actually signed a contract for.

Regardless, nobody has 'reset' your broadband, as I said its likely to be the dynamic line management tool (which is entirely automatic) that has reduced your speed to try and compensate for a fault that you *did* have but has now been rectified. Sometimes DLM can get stuck and it wont go back to the higher speed value without manual Openreach intervention. 

If you dont think you can follow the simple instructions on the link then your best option would be to call Sky as the forum cant do much else or provide much more context without your stats. If you call Sky, ask if your speed is acceptable or below the minimum threshold, they may say its above the minimum guarantee which will mean they wont investigate.

[Mrs+LJ]

@jamesn123 

Hello, finally Managed to get to the stats. Copied them & tried to paste ,But they're not showing properly apparently due to to an html problem?

So tried to upload as a photo, but it says it has to be checked first I'll try a link, but don't know if it will let me do that either. 

[jamesn123]

@Mrs+LJ 

A link wont work. We superusers can approve photos if you upload it and attached it to your reply.

[Mrs+LJ]

@jamesn123 

I did upload the photo.

[jamesn123]

@Mrs+LJ 

I dont see anything on your reply, are you sure you attached it to your message?

[Mrs+LJ]

@jamesn123 

I clicked on reply, uploaded the photo. It then gives me the option to click on "done" which I did so I dont know why its not visible. There doesn't seem to be the usual paperclip attachment sign. Don't know what I'm doing wrong.

[cookiemonsteruk]

@Mrs+LJ 

Above were you post are icons. Click the one that looks like a photo frame and click the image from your gallery

[Mrs+LJ]

Hi,

The image I uploaded goes into the photo frame, and then I clicked on done. Can't understand why it's not showing. Have done it 3 times now. I'm obviously missing something, but don't know what

[Mrs+LJ]

My speeds today when I have checked have been:  12, 20, 45, 47, 52, 54 and 58mbps. In different orders Including a drop out. Twice on checking the website, Sky Broadband have said there's a problem to the hub. Their solution was to get me to unplug and replug everything. Whole thing still unstable. Perhaps I need a new router, or that DLM resetting as mentioned by @jamesn123 ?

[jamesn123]

@Mrs+LJ 

I think its very likely you need Openreach to come and do a reset but its hard to say for sure without the router stats.

If you cant get the stats copy & pasted or uploaded via an image your best option would be to call Sky to report the drops and lower speed, hopefully they will arrange an engineer for you.

[Mrs+LJ]

@jamesn123 

Hi, yes sorry about the stats. Copy and paste had a problem with the html and wouldn't display properly, and the photo I kept uploading also didn't go through for some reason.  Anyway, contacted customer svs by their online form, and they've offered to get the technical department to call me. Is there anything you think it's important to point out to them in particular? Should I request another visit to the exchange? Should I mention the possible LM issue? Even Sky's running test keeps telling me I have a problem to the hub. Then it asks me to disconnect and reconnect everything again, round and round in circles...

[jamesn123]

@Mrs+LJ 

Best thing to say is that you had a fault which was fixed but your speed or 'throughput' never recovered so they may need to come out and reset the DLM.