Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 3 123 LastLast
    Results 1 to 10 of 27
    Like Tree1Likes

    Can I cancel Broadband - slow speeds within the 3 month period

    This is a discussion on Can I cancel Broadband - slow speeds within the 3 month period within the Sky Broadband help forums, part of the Sky Broadband help and support category; HI, so after around 6 weeks my broadband speed became almost unable at the end of last week the download ...

    1. #1
      Gavin20's Avatar
      Gavin20 is offline Sky User Member
      Exchange: Darlington
      Broadband ISP: Virgin Media
      Router: Virgin Media Super Hub
      Sky TV: Sky+HD box
      Join Date
      Aug 2012
      Location
      Darlington
      Posts
      92
      Thanks
      4
      Thanked 2 Times in 2 Posts

      Can I cancel Broadband - slow speeds within the 3 month period

      HI, so after around 6 weeks my broadband speed became almost unable at the end of last week the download speed hit a low of 0.72 Mbps after a call to sky it got back up to just over 2 Mbps now this is simply to slow to watch the BBC iplayer (via blu ray player) in HD it constantly stops even in SD it wouldn't play at all DLM has started again on Saturday the speed is currently around 2 Mbps in the test socket.

      Now having looked on My Sky then My broadband there is a bit which says If the speed is significantly lower please contact us the significantly lower part is click-able and says

      There are many factors that affect your Access Line Speed. If you have a line speed of 2.0Mbps or less, this is significantly below your estimate (4.0Mbps - 9.2Mbps) and you should contact us.


      We will carry out our diagnostic and resolution processes to help improve your speed. Following our attempts to improve your speed, and after you have carried out our recommendations, if your Access Line Speed does not exceed this, you can leave your contract without penalty within three months of your service activating.
      I am within the 3 months as it was activated on August 31st


    2. Advertisement
    3. #2
      mattan's Avatar
      mattan is offline Sky User Member
      Exchange: SSSWN
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR101
      Sky TV: Sky+HD box
      Join Date
      Oct 2012
      Posts
      489
      Thanks
      21
      Thanked 30 Times in 28 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      That's what it says, as long as you've exhausted the diagnostics etc.

      Have you tried all the usual tests, e.g. using the test socket, checking the line for noises etc.?

      What did you get with your previous provider?

      What are your router stats?

    4. #3
      Gavin20's Avatar
      Gavin20 is offline Sky User Member
      Exchange: Darlington
      Broadband ISP: Virgin Media
      Router: Virgin Media Super Hub
      Sky TV: Sky+HD box
      Join Date
      Aug 2012
      Location
      Darlington
      Posts
      92
      Thanks
      4
      Thanked 2 Times in 2 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      Quote Originally Posted by mattan View Post
      That's what it says, as long as you've exhausted the diagnostics etc.

      Have you tried all the usual tests, e.g. using the test socket, checking the line for noises etc.?

      What did you get with your previous provider?

      What are your router stats?
      Sky are currently running DLM with the router in the test socket

      My current stats

      ADSL Link Downstream Upstream
      Connection Speed 2559 kbps 604 kbps
      Line Attenuation 63.0 dB 39.1 dB
      Noise Margin 5.3 dB 12.7 dB

      This is what I had back in September after DLM finished

      ADSL Link Downstream Upstream
      Connection Speed 2560 kbps 604 kbps
      Line Attenuation 65.0 dB 39.6 dB
      Noise Margin 2.1 dB 12.2 dB

      Previous provider was Virgin Media speed was 30 Mbps

      Sky's estimate is 4.0Mbps - 9.2Mbps which they've never got near

    5. #4
      GarbageGuy's Avatar
      GarbageGuy is offline Sky User Member
      Exchange: Cleveleys
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR101
      Sky TV: Sky+HD box
      Join Date
      Nov 2012
      Location
      Thornton/Cleveleys
      Posts
      18
      Thanks
      0
      Thanked 0 Times in 0 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      Posted in error, Ignore
      Last edited by GarbageGuy; 12-11-12 at 08:04 PM.

    6. #5
      mattan's Avatar
      mattan is offline Sky User Member
      Exchange: SSSWN
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR101
      Sky TV: Sky+HD box
      Join Date
      Oct 2012
      Posts
      489
      Thanks
      21
      Thanked 30 Times in 28 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      Your line attenuation is very high and you're unlikely to get higher speeds unless the noise margin goes down a little (this will only happen if the line is stable). Are you a long way from the exchange? I'm surprised that Sky estimates your speed so high, as that attenuation could never support the estimated connection speed. Alternatively, there could be a problem with your line, pushing the attenuation up. Might be worth using a few estimated speed checkers, e.g. SamKnows or BT to see what their estimates are.

      BTW, Virgin use a fibre/coax hybrid and is completely different to ADSL over a phone line (but you may already know this), so you can't compare the two.

    7. #6
      richone54's Avatar
      richone54 is offline Sky User Member
      Exchange: watford
      Broadband ISP: Virgin
      Router: Non Sky Router
      Sky TV: Other
      Join Date
      Aug 2007
      Location
      Watford
      Posts
      2,627
      Thanks
      0
      Thanked 4 Times in 4 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      have a look at the link below (wil give you some explenation into your router stats / line attenuation),
      Sky router stats (speed, noise, attenuation) explained

      from looking at the stats you posted above, you have a better line attenuation from your test socket (63db) and your stats from the normal socket had a line atenuation of 65db which shows your internal wiring is partly to blame (as well as distance from the exchange)
      see how you get on while plugged inro the test socket for a few days

    8. #7
      Gavin20's Avatar
      Gavin20 is offline Sky User Member
      Exchange: Darlington
      Broadband ISP: Virgin Media
      Router: Virgin Media Super Hub
      Sky TV: Sky+HD box
      Join Date
      Aug 2012
      Location
      Darlington
      Posts
      92
      Thanks
      4
      Thanked 2 Times in 2 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      Quote Originally Posted by mattan View Post
      Your line attenuation is very high and you're unlikely to get higher speeds unless the noise margin goes down a little (this will only happen if the line is stable). Are you a long way from the exchange? I'm surprised that Sky estimates your speed so high, as that attenuation could never support the estimated connection speed. Alternatively, there could be a problem with your line, pushing the attenuation up. Might be worth using a few estimated speed checkers, e.g. SamKnows or BT to see what their estimates are.

      BTW, Virgin use a fibre/coax hybrid and is completely different to ADSL over a phone line (but you may already know this), so you can't compare the two.
      BT's estimated speed is Between 3.0Mb and 7.5Mb (Estimated speed: 5.0Mb)

      SamKnows estimates 5Mbps or greater via ADSL2+

    9. #8
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
      Join Date
      Mar 2010
      Location
      Near Portsmouth
      Posts
      27,895
      Thanks
      810
      Thanked 2,194 Times in 2,064 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      An important factor here is whether or not you have contacted Sky about the slow speeds.

      There are many things that we can suggest that you can do to help, so please do try and pick the brains of those posting and follow their suggestions, but also if you are able to connect to the Test Socket, without any extensions connecting to the router, you should contact Sky.


      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    10. #9
      Gavin20's Avatar
      Gavin20 is offline Sky User Member
      Exchange: Darlington
      Broadband ISP: Virgin Media
      Router: Virgin Media Super Hub
      Sky TV: Sky+HD box
      Join Date
      Aug 2012
      Location
      Darlington
      Posts
      92
      Thanks
      4
      Thanked 2 Times in 2 Posts

      re: Can I cancel Broadband - slow speeds within the 3 month period

      Quote Originally Posted by Scubbie View Post
      An important factor here is whether or not you have contacted Sky about the slow speeds.

      There are many things that we can suggest that you can do to help, so please do try and pick the brains of those posting and follow their suggestions, but also if you are able to connect to the Test Socket, without any extensions connecting to the router, you should contact Sky.

      Hi, yes I have contacted sky about this they said they'd phone back within 72 hours but its now 4 days since the call to them, the stats above are with the router plugged directly into the test socket Sky asked me to do this when I phoned.

      DLM has started and will be complete within 10 days

    11. #10
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
      Join Date
      Mar 2010
      Location
      Near Portsmouth
      Posts
      27,895
      Thanks
      810
      Thanked 2,194 Times in 2,064 Posts

      Re: Can I cancel Broadband - slow speeds within the 3 month period

      Ok, so they have restarted DLM. It does look like your line has an issue though.

      I would be inclined to call again and ask to speak with someone within the CST department.

      Do give them a chance to fix this. If there is a problem with the line, it is likely that if you moved to a new ISP that you will have the same issue there.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

     

     
    Page 1 of 3 123 LastLast

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION