sky superfast half speed of plusnet

[Pau1973]

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

[jamesn123]

@Pau1973 

I 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

[Pau1973]

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

[TechmanagerMal]

• What were your estimated speeds quoted in your offer from Sky your stats don't look like they would support 80/20 as mentioned by @jamesn123?
• There is no guarantee of any correlation between your Plusnet speeds and that of Sky as the connection point in the street cabinet will have changed and the new estimate I mentioned above will apply.

[Pau1973]

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.

[jamesn123]

@Pau1973 

Likely 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. 

[jamesn123]

@Pau1973 

Sky 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. 

[TechmanagerMal]

• Password details here - My WiFi password | Sky Help | Sky.com
• Unless it's your old Plusnet one, if so sorry.

[Pau1973]

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

[jamesn123]

---

@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. 

[Pau1973]

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!

[TechmanagerMal]

---

@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!

---

• I would expect you to be on the 40/10 tier capped at 39999 if that's still an option.

[Pau1973]

So lower than the speed guarantee and the estimated speed.

Then there is absolutely a fault on the line!

[jamesn123]

@Pau1973 

Your current attenuation figures are clearly way off so it would be impossible to give an accurate estimated speed until the fault is fixed

[Pau1973]

Here is the broadbannd checker results

Your internet

Status: Warning

32 Mb/s

Access line speed to your hub is 32 megabits per secondAccess line speed to your hub

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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More about your speed

Your package: Sky Broadband Superfast

Estimated upload speed: 8.7 Mb/sEstimated upload speed: 8.7 Megabits per second

Normally available download speed 48 - 63 Mb/sNormally available download speed 48 to 63 Megabits per second

Guaranteed Minimum Download Speed: 40 Mb/sGuaranteed Minimum Download Speed: 40 Megabits per second

Access line speed 32 Mb/s