Sky not fulfilling speed guarantee ...but why??

39 Posts

I used to live elsewhere in the same village and had Sky Superfast Fibre with a constant speed of 45-50mbps.
Had to move away so finished contract. 3 months later moved back into village (only 2 green cabinets in the village) to a different house. New account with Sky Superfast Fibre again
Getting continuous 19mbps... (their guarantee is 30).
I said nothing for a week or two because of the 10 day stabilization period then strangely got an email out of the blue that they are "sorry to hear I'm not getting the speeds I'm expecting and they can't deal with it in a timely manner so I can leave with no penalty... any time in the next year!" Odd. I rung up and was told the cabinet box is congested so I can't get the necessary speed.
Surely that would mean that all the other folks I know in the village would be getting 30% of their expected speed....but they aren't!
1. How did Sky know it's too slow and why can't they sort it?
2. All tests to my address from Sky and various other ISPs say I can receive Superfast...but if I change providers won't it still be 19mbps?
3. Can the cabinet be congested if no one else is affected?
Yes, I can probably just about manage with 19mbps but I'd really like to know why it's not 50?
Had to move away so finished contract. 3 months later moved back into village (only 2 green cabinets in the village) to a different house. New account with Sky Superfast Fibre again
Getting continuous 19mbps... (their guarantee is 30).
I said nothing for a week or two because of the 10 day stabilization period then strangely got an email out of the blue that they are "sorry to hear I'm not getting the speeds I'm expecting and they can't deal with it in a timely manner so I can leave with no penalty... any time in the next year!" Odd. I rung up and was told the cabinet box is congested so I can't get the necessary speed.
Surely that would mean that all the other folks I know in the village would be getting 30% of their expected speed....but they aren't!
1. How did Sky know it's too slow and why can't they sort it?
2. All tests to my address from Sky and various other ISPs say I can receive Superfast...but if I change providers won't it still be 19mbps?
3. Can the cabinet be congested if no one else is affected?
Yes, I can probably just about manage with 19mbps but I'd really like to know why it's not 50?
0
Latest MSE News and Guides
Replies
Do you live pretty close to the exchange building ?, often lines close to the exchange are E/O ( exchange only ) they don’t go through a cabinet , and therefore cannot get ‘fibre to the cabinet’ only have access to ADSL , albeit it’s normally pretty speedy for ADSL
If you look at the modulation in the router stats you can determine what is being used ,