Sky Broadband Complaint - where do I stand?

redrabbit29

Sky customer for TV, Broadband and Phone. All was well and good, until I noticed my broadband speed just slowed right down and has been slow ever since.

A speed test revealed it to be 1.10mbps and web pages take an age to load. I'm now using my phone which has 4g for internet as it's so much quicker.

So I called up and was told "We'll do a line test which takes 4 days, after that the issue should be fixed".

I Stupidly believed this, and accepted a deal from the person. This was free Sky Sports for 6 months, as long as I entered a new contract for broadband and phone.

Needless to say, broadband wasn't fixed.

Complaint letter written and since then I've bought a home phone to check the dial tone - that's fine. They did a line test, said that's fine.

They also say "Anywhere from 1mbps - 5 is acceptable in the contract".

They are now doing a 48 hour BT phone line test.

Question

Where do I stand with this, if the speed is still slow and poor? I'm fed up of spending over 30 minutes on the phone each time and feel helpless.

I told Sky, I don't want a miracle, just the same speed and service I had before.

Thanks everyone,
Redrabbie

dumpallhere

1. Plug your Sky hub / router into the master socket (master socket is where the telephone wires come into your home and from thereon extended within the property through internal wiring), follow these instructions and post access line speeds.
2. If you usually connect your hub/router in a phone socket in the house other than the master socket, plug your Sky hub / router there (and any other sockets in the house that you may want to use), post access line speeds for such socket(s).

This will help you ascertain if there is an internal wiring problem, if not done so.

The access line speed estimation that Sky provides you when you sign a contract is usually a range (e.g. ours is 7-14 Mbps; to complain only if below 5Mbps). The speed and quality of this connection depends on how far away you live from the exchange.

dumpallhere

If Sky estimates 1-5 Mbps line access speed for your property, and that is what you are getting at the master socket, don't think Sky will do anything unless they find a fault in the line that led to the recent deterioration.

I recently had problem with access speed, going down from 9Mbps to about 1.5Mbps. Did the test like I have mentioned above and found out that it was an internal wiring issue and so my problem to sort out (which took about 10 days). During these 10 days, checked the line access speed at master socket regularly and observed that it had fallen from 9Mbps to about 6Mbps but once the internal wiring issue was rectified, it has been back up at 9Mbps.

Login to your Sky account. Go to: My Sky -> My Package -> Check my broadband.
What speed range is given under "Your Sky Broadband & Speed Estimate"? 1-5?

penrhyn

For a start OP post your router line statistics from the master socket.and also the test socket (Under the faceplate.)

redrabbit29

penrhyn wrote: »

For a start OP post your router line statistics from the master socket.and also the test socket (Under the faceplate.)

No problem, will do that as soon as I get home.

The master socket is the same as the test socket on my phone line... i.e. with the front plate removed, the line still goes into the same socket I believe, albeit with the plastic bit removed.

Does that make sense?

Either way, will post up the stats later today.


EDIT: the 48 hour phone line test they said they'd do should finish this morning.

I tested speed before leaving the house and got 1.07mbps.

brewerdave

redrabbit29 wrote: »

The master socket is the same as the test socket on my phone line... i.e. with the front plate removed, the line still goes into the same socket I believe, albeit with the plastic bit removed.

The front plate has any extension wiring attached -do you have any extensions?? -the rear test socket should be a clean connection to the BT network.

onomatopoeia99

redrabbit29 wrote: »

I tested speed before leaving the house and got 1.07mbps.

The important information is the sync speed reported by the router when connected directly to the test socket, so you will need to log into the router and find it. This will give an indication of what the line is capable of supporting - you will never actually achieve this on a speed test site as there are overheads in packet encapsulation, you should see 75-80% of the sync speed.



(a causa della tua firma - anche amo l'italia, studio italiano ogni mercoledi sera e voglio andare li per tutte le mie vacanze).

espresso

onomatopoeia99 wrote: »

The important information is the sync speed reported by the router when connected directly to the test socket, so you will need to log into the router and find it. This will give an indication of what the line is capable of supporting - you will never actually achieve this on a speed test site as there are overheads in packet encapsulation, you should see 75-80% of the sync speed.




(a causa della tua firma - anche amo l'italia, studio italiano ogni mercoledi sera e voglio andare li per tutte le mie vacanze).

Not true, the line attenuation dictates the achievable speed.

onomatopoeia99

espresso wrote: »

Not true, the line attenuation dictates the achievable speed.

Line attenuation will affect the sync speed that is achievable, which in turn affects the maximum throughput shown on a speed test site.

espresso

onomatopoeia99 wrote: »

Line attenuation will affect the sync speed that is achievable, which in turn affects the maximum throughput shown on a speed test site.

You stated "The important information is the sync speed reported by the router when connected directly to the test socket" which is incorrect.

The reported sync speed does not give the full picture and there are various other reasons why the router may sync at a much lower speed than achievable.

The sync speed does not "give an indication of what the line is capable of supporting"

Please limit yourself to responding to threads where you have enough knowledge to actually make a useful contribution!

Incorrect information does not help the OP.

dumpallhere

When testing for access speed at the test socket or any other sockets within the property best that you use an ethernet cable (if you have one) to connect to your device first, record the router stats., and then do the same thing through WiFi.