Slow Sky broadband

kelly_2009

HI

I have been with sky for over a year . When i took out the contract I chose the middle package up to 10MB speed . I foundout today that they have changed their broadband package to only 2 packages without informing me

package 1 2Gb download and max speed off 20MB
package 2 unlimted download and max speed off 20MB

Sky changed our package to the second package so it up our payments for £5 a month to £12.50 a month but as we have their telephone (which u HAVE to get to get there broadband) they have given us a £5 discount so that makes our broadband £7.50 a month .

My main problem is that our line can only get 1MB speed rang up tec at sky and spent a hour trying different things but all they could say was it was because of where we live from the exchange.

After that I rang up customer services to see if there was anything they could do because I am paying for there max package but only getting 1 MB they said they would downgrade my package for FRee but accoring to them my download each month is 3GB so if u go over it more than 3 times then they will put u on the higher package .

I ask to cancel and they said that i could not cancel until next may so I asked how much would it cost to pay up the contract to cancel it and they said you are unable to do this. I am sure that it cannot be right to be forced to be stuck with them until may . u should be able to pay up and cancel if u are not happy as they are not provding a full service.

I would not be to bothered if i was at least getting half the internet speed but paying 12.50 a month for 1MB is a joke I am paying for unlimted download and 1MB speed .

Any advise or help Please

penrhyn

Sky have annoyed a lot of people changing their BB packages.
However its not true that you have to take Sky Talk (phone) to have Sky broadband.( You do seem to be paying as if you don't though)
If you do the price of Sky Broadband Unlimited is £7.50/month, as you get a £5 discount. If you are paying more, get on to them, as you are being overcharged.

Regarding your speeds, post your router line statistics and we can see if there is any room for improvement.


http://192.168.0.1/sky_router_status.html

user admin, password sky.

Click on show statistics at the bottom of the page.

matweller

I'm in the exact same position. Although I'm getting 3MB, it's still grossly wayward of the 20MB. I'm tech savvy enough to understand the variables you have to take into account such as distance from exchange, how residential the area you're in is, peak times etc. I don't expect the full 20 but I'm slap bang in London getting 3MB, all postcode and landline checker estimate I'd be getting 11MB. Hell I used to get 8MB when I was in the country and I couldn't have been any closer than 5 miles from the exchange, now I'm just 0.5 of a mile. I've tried most thing but I don't understand the router stats so hopefully someone can help me out...

System Up Time: 86:36:07
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 5601669 8411408 0 2434 6889 86:34:53
LAN 7419 57 0 2 0 86:36:07
WLAN 9751566 8616265 0 6890 4012 86:34:41

ADSL Link Downstream Upstream
Connection Speed 4931 kbps 796 kbps
Line Attenuation 32.0db 18.7db
Noise Margin 7.2db 3.5db

If anyone could break those down and let me know if I can squeeze anymore juice out of the router it'd be greatly appreciated.

penrhyn

Hello Matt,

Your downstream Line attenuation (loss) is 32db, with this you could expect up to 16Mbps with a perfect line.
You are only getting around 4Mbps downstream sync, however your noise margin of 7db ish indicates that the router is synchronising at its limit.

In other words you have a noisy line.

Try removing the faceplate from your BT master socket and plugging your router into the test socket and redo your stats.
If there is improvement then its your internal wiring causing problems.