Broadband speed too slow to support package sold to me

[Frustrated+sky+wa]

We had to switch from sku Q to stream in the summer as the satellite dish was having difficulties receiving a signal through the trees.  The engineer told us moving to stream would solve this.

we moved and set up 3 pucks, the landline is through the internet and I switched to sky mobile at the same time.

we have consistently had problems since with the TV cutting out, landline dropping out and mobile signal failing.

There  is no fibre in our area.

so far, I've spoken to sky on 4 occasions and they've told me that the broadband meets their minimum speed of 17mb but the puck system we have needs more than 60.  Our average is between 17-19mb and the last sky man I spoke told me the system should never have been sold to me as it would never be fast enough.

they recommended that we go back to Q but the sky engineer refused to resite the dish so they recommended an independent company who wanted to charge £400...

has anyone got any suggestions? 

[GD1]

@Frustrated+sky+wa  Sky won't install dishes at any excessive height so your options are limited, you will always struggle with stream ion those speeds, you only option here may be to see if FTTP (Full Fibre to the Home) is available to your address either through the openreach network (you can check here https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome ) or through an altnet provider like Virgin Media, CityFibre etc.

[Frustrated+sky+wa]

@GD1 

thanks for responding, we have checked using a number of websites (including the ones recommended by sky) and there is no fibre in our area and open reach are not due to install it until 2026.

im really cross that they sold us this system and we're tied into a contract but it is not working properly.  Because the speed is above their minimum then 8 have no comeback, but they recommended a system that needs more than the minimum guaranteed speed.

[GD1]

@Frustrated+sky+wa  Have you had it more than 31 days?   If so you can still return it due to the poor performance and insufficient speeds for it.

If less than 31 days you do have that cool off period.

I would recommend raising a complaint if they won't allow you to cancel https://www.sky.com/help/articles/how-to-make-a-complaint

[Frustrated+sky+wa]

Thank you, I'll do that.

have a good weekend

[nmbailey]

NOW with Boost might be a more workable solution for you

[Exiled-in-HH]

Switch to Freeview and use streaming apps.

You'll have the issue of how many of the 4 TVs can access streaming services simultaneously until you are able to increase your internet bandwidth!

[Chrisee]

@Frustrated+sky+waNot a goid position tonbe in.  Sky recently increased their reccomendation to a minimum of 25Mb/s for HD streaming which is for one puck and forget UHD. However in practice each puck needs somewhat less around 10Mb/s however watching two or more HD streams on a 17Mb/s connection is going to be an issue.

Not every property can get reliable satellite reception often due to trees which have a habit if growing. I would be careful getting a dish moved by a private contractor as Sky engineers often decline to fit Sky Q if they cannot access the dish using their permitted routes which these days exclude many dishes on chimneys or poles. Having a dish further from the house on a short pole can work though.

There are internet services which dont use long copper phone lines such as mobile broadband which normally works with Stream as does the new Starlink satellite service but its not guaranteed. Otherwise the option is to restrict picture quality to HD on a single box at a time. Some appps can be set to use lower bandwidth but Sky's own programming is fixed at HD.

This will be resolved when your propery has a full fibre connection but with rural areas thst can be years away but talk to your local authotity as they have money to improvecrural connectivity but unfortunately your service is faster than the current 10Mb/s connectivity obligation.

[TimmyBGood]

@Frustrated+sky+wa 

If you acquired the system based on the original recommended minimum speed rather than the revised one then you'd probably have a reasonable case to claim misselling

https://www.cordbusters.co.uk/sky-new-speed-rules-glass-stream/ 

[Frustrated+sky+wa]

hi,

thanks for your suggestions, we rarely have more than one TV on at a time as there's only the two of us, we do have the telephone, laptop, house alarm and smart thermostat and Emerson heater so if I'm on the iPad and the mobiles are also online then we are using 9 things that need the internet so I guess we will always have problems.  We only have HD tvs so no excessive use there.

I think we have to just put up with it, but I do th8nk it's a cheek to charge us the full cost when we were sold this to support the 3tvs and I told them about the other apps at the time.

im perusing them to reduce our costs until they can provide broadband at the speeds required to run the tvs.

[Frustrated+sky+wa]

Thanks Timee,

I think I'll be trying to get them to reduce our costs u til they can supply a broadband speed that meets the requirements of the package they sold me.

there's not much alternative in our area unfortunately 

[Exiled-in-HH]

@Frustrated+sky+wa do you live in a rural area?

How old is the Openreach cabling to your property... This impacts the phone service and why your phone line drops out?

Is O2 coverage good in your area. You switch to a mobile operated that does have good coverage I your are.

I would never consider subscribing to Sky Mobile in the area I live!