limited to 40Mb / 39999kbps downstream

[big5]

I joined Sky from Talk Talk last week and am on the 'Sky Broadband Superfast' package. I've noticed that my downstream connection speed is being limited to 39999 kbps.  I've been on up-to 76Mb packages before and know my line can get up to around 55Mb downstream.

I've attached my current line stats which shows the noise margin of 7.8dB so I think its pretty clear I'm being limited. My previous package with Talk Talk was an up-to 40Mb package so wondered if somethings been missed when I've been switched to Sky and that limitation has been left on.

Does anyone have any advice on how I can get this limit lifted? I've tried going through the health check wizards on the sky website to try and get a support number to phone but its just trying to get me to go through unrelated support articles or use this customer forum.

[JimM1]

@big5 The e-mail you got from sky explaining the speeds etc what does that say expected Min/Max average, the details all should be listed from them!

Your stat's show you have wan dropped with the time stamp and your noise requires an Engineer to look at your line so suspect the DLM has forced you down to a 40/10 split for stability!

[TimmyBGood]

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@big5 wrote:

 My previous package with Talk Talk was an up-to 40Mb package so wondered if somethings been missed when I've been switched to Sky and that limitation has been left on.

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Sky will provision on 40:10 if the line stats in the BT Wholesale database indicate that's appropriate according to the parameters which Sky sets.

[big5]

A Sky engineer just visited. He replaced the master socket with a newer version but could not find any issues with my line. As I'm above the minimum guaranteed Sky committed to with my line he did not think they could do anymore or get openreach involved. 

I guess I'm stuck at 40Mb until full fibre is available for me.

[JimM1]

@big5 The 39999 is a sure fire looks like sky have you provisioned on the 40/10 split!

[big5]

I've submitted a complaint to sky based on them limiting me to 40/10 line profile so will see if anything comes of that.

Sounds similar to this issue another user had recently.

https://helpforum.sky.com/t5/Broadband/Sky-Superfast-Signed-up-for-80-20-but-stuck-at-40-10/m-p/5140...

[JimM1]

@big5 You really should also go have a quick look on the BTW site for what your current line speed looks like, just use the address section on the link! Your stat's are way better, the other one you linked was a very high noise ratio and may just never have got up to the speed!

BT Broadband

[big5]

Thanks, here are the stats from BT page for my line.

[JimM1]

@big5 Will take a look when the picture gets cleared for viewing, just not instant for all to see!

Your BTW page has now cleared, so you may eek a little more out on a really really good connection but not by much, pretty sure sky are going to say you have got the right one for your connection otherwise you would be calling them every other week, hey my speed is down!

The big problem is stick you on the 80/20Mb/s and the DLM manager can only head towards the 40/10 for speed/stability, as you are way below already on the upload side it would be a struggle and more unstable than what you currently have!

[big5]

@JimM1 thanks for taking a look. My understanding of DLM is that if I was on a 55/10 or 80/20 line profile then the openreach DLM would try and find the fastest downstream speed for the line with a target SNR Margin of 6 or 3 dB, which would allow me to get to around 50-52 Mb downstream if there is minimal/no noise on my line. My line has historically been good with little to no noise.

Leaving me on a 40/10 product only benefits Sky in my eyes as its likely cheaper for them I assume paying openreach. I don't think they should have sold me their 'Superfast' package if they were going to stick me on the same line profile as 'Superfast 35'.

An extra 10Mb downstream doesn't sound like much but it would make a difference for me.

[JimM1]

@big5 All you can do is see if Sky will up your profile to the higher speed, so good luck with that and do let the Forum know how it all goes!👍