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    • 1 Post By callerab

    Help me with what to say to support please (2Mb fixed profile)

    This is a discussion on Help me with what to say to support please (2Mb fixed profile) within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello. We've worked out (with the help of technical friends) that we are "stuck" on a fixed 2Mbps service. All ...

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      callerab's Avatar
      callerab is offline Sky User Member
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      Help me with what to say to support please (2Mb fixed profile)

      Hello. We've worked out (with the help of technical friends) that we are "stuck" on a fixed 2Mbps service. All our neighbours are running about 7Mbps. We talked to Sky support a couple of days ago and the lady said "oh, yes, I can see your notes say 2MBCAP" or similar. She had never seen it before and would "set up a webchat with BT" and try and fix it within 24 hours. Our profile is still set to "2Mbps" so when I ring them back what exact words should I say to them? Thanks.

      E.g. "we are on an upto 8Mbps package and have been told we should be getting about 7Mbps. We would like to be moved off the current fixed 2Mbps service please." Is that good enough?


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      Re: Help me with what to say to support please (2Mb fixed profile)

      please check are you connect package or unlimited , if connect bt can remove cap but if unlimited sky would need to reconfig line then ask for dlm to be run

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      Re: Help me with what to say to support please (2Mb fixed profile)

      Well something changed overnight. The router conenction rate has shot up from (just over) 2 to 6.72Mbps. The (BRAS?) profile is still fixed at 2 though.

      Your DSL Connection Rate :6.72 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
      IP Profile for your line is - 2 Mbps

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      Re: Help me with what to say to support please (2Mb fixed profile)

      Your DSL Connection Rate :6.72 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
      IP Profile for your line is - 2 Mbps
      From this is appears you are on Connect and unfortunately you are at the mercy of BT. If your Profile does not rise in the next couple of days, call Sky and ask them to get back on to BT and get it fixed.

      Best thing to do if you are on Connect and can't get Sky LLU is to find another ISP, preferably one with LLU enabled. You can check what is available to you by entering your exchange here - SamKnows - Telephone Exchange Search Remember if there are no LLU operators you still have the option of going to a BT reseller, Plusnet for example.

      TomD


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      Re: Help me with what to say to support please (2Mb fixed profile)

      YES, after a couple of weeks of of being nice to Sky support, the neighbour's IP profile has changed from 2Mbps to 5.5Mbps.
      Scubbie likes this.

     

     

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