Advice on tackling Sky Broadband speed issues.

CricketJudge

Hi everyone. So, sky are being ever so slightly more than unhelpful.

The speed they promise for the area I reside in is about 32M/bit down. A while ago, I switched out the Sky Router which was causing a large number of disconnections to a TP Link Archer and all worked fine for a while. Now, some problems return - we no longer get even half of the promised minimum speed for the area but Sky wont diagnose anything or send an engineer as we are no longer using their problematic router/hub. When I do a speed test im getting about 12 Mbit down.

When I raised this with Sky, the will not assist in diagnosing any issues as I'm not using their precious hub, so I discussed disconnection (as we are now also out of contract) they tell me that the sky talk would have to go too, as they are now only supplied as a combined package - so I'm lumbered with them as we need their talk package for international calling purposes.

So I'm stuck between a rock and a hard place. Either I keep paying for sky, talk and broadband as it is, and take a separate standalone FTTP deal (the infrastructure is currently being installed by Giganet and Trooli where I live) or I have to find a way to reconnect a sky hub, or re-enter a contract to get a new one just to diagnose why the speeds are down so much.

It just seems and feels like Sky are trying to corner and monopolise anyone who dares to use their own router/hub by not assisting at all and making no effort to even see if minimum agreed speeds are being reached. Surely a customer shouldn't have to jump through so many hoops just to diagnose a problem and to hold sky to account for not offering minimum speeds.

Any advice welcome, while im hunting around for my old Sky Hub.

Scotty

unforeseen

It just seems and feels like Sky are trying to corner and monopolise anyone who dares to use their own router/hub by not assisting a

Quite a few ISPs take that stance as they want to fault find on a known configuration. 

littleboo

What is the speed estimate and minimum speed you were given for your address? The speed for your area is not relevant.

CricketJudge

littleboo said:

What is the speed estimate and minimum speed you were given for your address? The speed for your area is not relevant.

So on the phone today, I was told it should be 32Mbit minimum - I have never had above 26/27 and currently I am receiving around 12Mbit according to the routers own diganostics, on a wired only connection.

southsidergs

Personally I don't see any issues apart from you being difficult. Sky will have acces to their equipment to do checks so why not connect it then contact them again? Quickest & easiest way to solve it, why you think they should investigate with 3rd party equipment I don't know