slow internet speeds

[DavidTaylor]

So my download speed guarantee with sky is 7.2Mbs they are testing it at 8.5mbs at present.

the line used to provide speeds of 16mbs

when i test speed on my phone app it can be as low as 2mbs on download speeds

because they test speed once a day its often above the guarantee level but nowhwere near the speed i used to get.  at any given time of the day the interent slows right down and then 10 minutes later its back up

any ideas how to get them to invesitage, they say line is ok but the speed could be better

[cookiemonsteruk]

@DavidTaylor 

Could you post your router statistics

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[DavidTaylor]

[cookiemonsteruk]

@DavidTaylor 

The noise margin downstream is way too high and shows a major line fault

You would need to call sky or we can escalate

Could you also enter your full address below and post the table and notes after removing your address at the top of the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[DavidTaylor]

[jamesn123]

@DavidTaylor 

You should be getting a minimum of 13mbps. Give Sky a call to report the fault

[DavidTaylor]

how does the 'escalation' work?

not keen on 2 hours to a call centre for them to tell me its within the speed guarantee..

[cookiemonsteruk]

@DavidTaylor 

I agree with @jamesn123  that your guarantee should be higher. Has sky ever offered to release you from contract

[jamesn123]

@DavidTaylor 

You can chat with a Sky rep on the forum. I have escalated your post now so you should see an invite/bubble pop up. Note that its not a live chat so replies are not instant & it is nearing the end of the day now so you may not get a chat until tomorrow. 

[DavidTaylor]

no

on their 'daily' tests they show 13 or 14mbs but when in use during the day and evening this just collapses at various times

[cookiemonsteruk]

@DavidTaylor 

Given you could get 27Mbps with a guarantee of a possible 13-14Mbps thats still a bit low

Keep an eye on thip forum using a chrome browser

@jamesn123 has escalated this to sky

This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for a red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Greenfingers001]

Thanks for escalating this. We’ve sent @DavidTaylor an invite to chat.