broadband speed is low

[alanbroadband]

hi

just had superfast broadband activated

says guaranteed download of 63mb

i ran speed check on speedtest.net

download speed 34.21

upload 0.40

any advice please

[GD1]

@alanbroadband   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#

[alanbroadband]

hello

i signed in and had my sky hub status displayed

at the bottom there are 2 options

connection status 

show stats

if i click on either i get no response

if i right click and say open in new tab

i get 

about:blank#blocked

any advice please

[alanbroadband]

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 506445 1225481 0 6044 6013 03:45:56
LAN Down 0 0 0 0 0 00:00:00
WLAN Up 1529666 796268 0 575693 23416 04:08:52

[alanbroadband]

Broadband Link Downstream Upstream
Connection Speed (Kbps) 79994 455
Line Attenuation (dB) DS1:4.6 DS2:11.2 DS3:18.9 US0:11.7 US1:16.8 US2:45.2
Noise Margin (dB) DS1:8.0 DS2:7.9 DS3:7.9 US0:7.9 US1:0.0 US2:0.0

[alanbroadband]

hello 

any advice please

i posted the data but no one has responded

is there a direct link to skys support?

[mae-3]

@alanbroadband 

The router stats show you are likely testing throughput speed over a wireless connection, and you have lost 2 frequency bands (US1 & US2) with high attenuation on the upstream which looks like a fault either on the router itself or DSLAM. The upstream synchronisation rate should be 20Mbps but it is 455Kbps, the downstream synchronisation rate is good. 

[Chrisee]

@alanbroadband As @mae-3 says there is an issue with your upstream speeds which Sky does not guarantee but given the extremly low soeed I think it is worth talking to Sky to see if they can get it checked out. Your download is fine so any issues are within your home see 

Sky Help - Slow wifi

I have therefore escalated your post so expectvSky to be in touch to offer an online chat through the forum where a chat button should appear - it can be flaky with some browser but Chrome normally works.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂

[Greenfingers001]

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂