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    Router shows connected at usual speed but slow.

    This is a discussion on Router shows connected at usual speed but slow. within the Sky Broadband help forums, part of the Sky Broadband help and support category; I think the problem may be that Sky's front desk do not even know that there are network problems, it ...

    1. #11
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: Router shows connected at usual speed but slow.

      I think the problem may be that Sky's front desk do not even know that there are network problems, it really needs to be elevated up the line to the real engineers. Unfortunately getting past Sky's first line support, or should I say defence, is very difficult.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


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      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

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    3. #12
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      Re: Router shows connected at usual speed but slow.

      To be honest, it's down to Sky's internal structure in general and the fact that hands are tied. You'll call through and it'll go like this:

      - Slow throughput troubleshooting with tier 1. It'll be escalated;
      - CST do about two more things and then likely replace the router;
      - Replacement router won't fix it because you've tried two and then it'll go to network ops for investigation.

      Tell them everything that you've tried (two routers etc.) and in an ideal world, it'll go to networks to look into without having the jump through the hoops of waiting for another router etc.

    4. #13
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      nsmallsh is offline Sky User Member
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      Re: Router shows connected at usual speed but slow.

      Hi, I'm having the exact same issue and I'm in Eltham (so border of Kent!) Spent an hour on the phone to sky last night and their view was that router is getting the speed quoted so its not their problem. Utter rubbish. Normally get 8MB download speed, now I'm getting just under 1MB, upload speed is normal. Whats going on!

    5. #14
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      Re: Router shows connected at usual speed but slow.

      Update, second call to Skay and put on hold for 20 mins while they run checks....... they've had several calls from people in my area with the same issue so they now agree there is an issue. Officially they say theres nothing more they can do for me (wtf?) but they will escalate the number of calls to management and have advised me to call back tomorrow. Progress? Hmmm.

    6. #15
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      Re: Router shows connected at usual speed but slow.

      Day 3 of slow speeds for me, and I am on the phone to them as I type, waiting to be put through to CST.
      Managed to get a few moments of 9Mb speed this morning when I first logged in, but that soon dropped back down to 0.25Mb within about 5 minutes.
      Its almost as if the network is throttling the users for some reason.

      Informed the initial lady of this forum, and the number of people in this and other threads, in the same area, with the same problem. She admitted that whilst I was on hold, 2 of her colleagues next to her were taking calls for identical problems in the Kent area!

      Will see what happens, and what result I get from my call and post later. But I sure hope they realise I am not paying for my internet this month.....

    7. #16
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      Themutznutz is offline Sky User Member
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      Re: Router shows connected at usual speed but slow.

      Well, 45mins in to the call, and the poor lady on the phone has her PC crash lol.

      Did ask if her broadband was slow? Had she tried to reboot her router? Would she like to buy a new one for 35? Not sure how well that went down.....

      Long story short...

      CST are simply not interested in the issue. Their sole suggestion - Replace the router (at a cost to me of 35 plus p+p). Despite being told I had tried 2 other router's on 3 other PC's and experienced the same issue. And if I am not prepared to replace the router, then they have no interest in the problem.

      Now to find out a way to get hold of someone higher up the chain.....time to kick off me thinks!!!
      If only Virgin did not demand you take out the full Sky Sports package just to get the F1 channel......

    8. #17
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      Re: Router shows connected at usual speed but slow.

      Appears to be fixed for all as of 5:30pm today.

      Have posted a new thread for the route I was given by Tech Support guy to fix my connection.

    9. #18
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      Re: Router shows connected at usual speed but slow.

      Yep, fixed at my end, back to the good ol' speeds... For how long though.

     

     
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