28 May 2022 08:25 AM
Hi,
just wondering if someone can help.
Ive just taken out an 18 month contract for sky TV and broadband, Im still within my 31 days cooling off period.
The sky broadband speeds are awful compared to my previous provider which was plusnet.
With plusnet my speed was 70-75mb, steady and stable.
Ive switched to sky on the superfast package and Im getting 40mb. I know that sky will not do anything as 40mb is the minimum speed guarantee.
Rather than having endless phone calls trying to find a fault, its probably better just to go back to plusnet.
These are my line stats
Router Statistics
System Up Time: 17:05:42
Broadband Link Downstream Upstream
Connection Speed 40717 kbps 10980 kbps
Line Attenuation D1(20.5 dB) , D2(39.6 dB) , D3(56.0 dB) U0(12.3 dB) , U1(32.6 dB) , U2(45.9 dB)
Noise Margin 6.1 dB 6.1 dB
Any help is much appreciated
Thanks
31 May 2022 11:06 AM
Posted by a Superuser, not a Sky employee. Find out moreI am struggling to see how your line could ever have achieved 75mbps, your attenuation is too high. Has it always been this bad with Sky as soon as you switched or did it get worse? It could have been a fault that was brought over from the end of your plusnet service
31 May 2022 11:14 AM
Hi,
It was this bad as soon as it was brought over to sky.
I have had broadband with plusnet and BT since my FTTC went live in 2013, the lowest sync I have ever had was 67mb and that was with BT when I had a fault on the line.
once it was fixed it went back up to 75mb.
My speed has now gone down to 32mb which is below the guaranteed speed.
Could it be a router fault?
Thanks
31 May 2022 11:29 AM
31 May 2022 11:36 AM
My estimate when I joined sky was between 48-60.
Given that I was on a stable 75mb line I thought I would get the 60mb which I would have been happy with.
The minimum was 40mb, but as I discussed on the phone it would be unlikely I would just get this due to my previous speeds.
I know that the connection in the cabinet may have changed when I swiched to sky, just wasnt expecting it to go this low given its the same cab in the same place it has been for the past 9 years.
I was thinking it may be a line fault or a fault with the sky hub. I do have my old router, but I cant connect as I need username and password, which I know sky dont give out! So I cant check the stats with another router.
31 May 2022 11:37 AM
Posted by a Superuser, not a Sky employee. Find out moreLikely a line fault or router fault but would be good to see the results of a line test you can complete online or on the My Sky app.
31 May 2022 11:39 AM
Posted by a Superuser, not a Sky employee. Find out moreSky requires a router thats compatible with DHCP Option 61 so there is no username or password its a single default connection string.
I can escalate your post here on the forum if you like as clearly there is a line fault.
31 May 2022 11:39 AM - last edited: 31 May 2022 11:41 AM
31 May 2022 11:40 AM
When I do a line test it says no faults are found but speeds are slower then expected.
I should leave for 7 days to see if speeds improve.
I will post the full information when I get home later
31 May 2022 11:40 AM
Posted by a Superuser, not a Sky employee. Find out more
@TechmanagerMal wrote:
- Password details here - My WiFi password | Sky Help | Sky.com
I think OP was referring to the line connection details for a 3rd party router, not their Sky hub WiFi password.
31 May 2022 11:43 AM
I was mate! 😁
Ill give sky a call when I get home.
Given the line stats what speed would I expect if this is not a line fault?
Just dont understand.
Im still within my 30 cooling off period, so I can go back to plusnet, but would rather have TV and broadband in same place!
31 May 2022 11:46 AM - last edited: 31 May 2022 11:50 AM
@Pau1973 wrote:I was mate! 😁
Ill give sky a call when I get home.
Given the line stats what speed would I expect if this is not a line fault?
Just dont understand.
Im still within my 30 cooling off period, so I can go back to plusnet, but would rather have TV and broadband in same place!
31 May 2022 11:49 AM
So lower than the speed guarantee and the estimated speed.
Then there is absolutely a fault on the line!
31 May 2022 11:50 AM
Posted by a Superuser, not a Sky employee. Find out moreYour current attenuation figures are clearly way off so it would be impossible to give an accurate estimated speed until the fault is fixed
31 May 2022 03:31 PM
Here is the broadbannd checker results
It's the speed between your local telephone exchange or street cabinet and your Sky hub.
The speed you get to a WiFi connected device might be lower. It can depend on how far it is from your hub, how it's connected and how many other devices are connected to your hub.
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