At wit's end with Sky - what else to do?

KasiaLondon

Hi wondering if you can help!

Joined Sky in late June after comparing broadbands (surprising SE1 doesn't have Fibre!). The promised deal was 17MBps but I know to expect less than that.

With 3 people living in the flat, and max 3 laptops (no phones) connected to the wifi we are getting maybe 0.9 MBps? The best speed I received was 2.1MBps! Most of the times the speed test page won't even load! Can't even open a webpage sometimes! Streaming is a dream atm!

Contacted SKY - they checked, on their end everything is working fine. We tested the line, no faults. We used a new micro filter, no change. Changed channels, no change. We've tried EVERYTHING Sky suggested.

Sky won't send out an engineer as on their end everything is fine. We are not getting our end of the contract here. It's POOR that even at non-peak times of day we are getting such low speeds in Central London. I am more appalled at Sky's handling of this, basically shrugging us off.

I am really getting wound up by this - how in 2016 in Central London I'm getting less than 1MBps?!

Any advice on how to push Sky to send out an engineer? Cancelling the contract isn't really an option as it's only been 2 months into our contract.

Or any advice on how to make the flipping internet faster?!

Thank You

FunTime

What does SamKnows say?

mije1983

Did they 'promise' you 17, or was that just the headline upto speed? From what I remember when I had Sky BB, when you placed an order it gave you an estimated speed. What did yours say?

You really need to check the speed when you are using a wired connection if you haven't already done so. Wi-Fi will be slower anyway and can be affected by many things that have nothing to do with the BB and phone line.

If you are getting the max speed your phone line can handle, there isn't anything Sky, or any other provider (bar Virgin) can do.

prowla

What happens if you connect using an Ethernet cable?

wongataa

The speed over wifi is affected by so many factors and is nothing to do with your ISP. You need to check the speed when connected to the router with a cable. If speeds are still low when doing that then further relevant troubleshooting can be carried out.

MataNui

The WiFi on Sky router is is the worst of any i have ever used. It really, really is crap. Mine drops by around 60% (difference between wired) just moving to the next room.

Try a speed test using s wired device.

EDIT
I should say we have fibre with Sky and get over 34 on the wired devices but the WiFi is so bad that the Sky box, TV, BluRay and console in the living room (right behind one wall from the router) all have to be wired to work reliably even though all could use WiFi.. WiFi doesnt work at all upstairs most of the time. It reall is that bad.

Eclipser

Write an email to jeremy.darroch@bskyb.com

State the problem you have and how you want it resolved.

Someone from Sky Executive Team will be in contact with you.