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    HELP! Not getting the speed I was promised

    This is a discussion on HELP! Not getting the speed I was promised within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; So, can anyone help? Had Sky unlimited fibre installed last Friday (27th). Engineer came, did the necessary wiring and installed ...

    1. #1
      relaxed_paddler's Avatar
      relaxed_paddler is offline Sky User Member
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      HELP! Not getting the speed I was promised

      So, can anyone help?

      Had Sky unlimited fibre installed last Friday (27th). Engineer came, did the necessary wiring and installed fibre modem ans sky sagem 2504n router. He went to the cabinet then came back and checked the line and confirmed it was getting the promised 40 meg download speed. No problems there.

      Later that evening I turned on the PC hoping to put the new speed to use and discovered I was only getting 11 to 12 meg. I have phoned Sky 3 times but they just give me the runaround. They say they have tested the line and it's coming back as normal and at 39.9 meg. I have speed tested using my PC, My mates Laptop, my iphone and my wife's htc wildfire. All of them are only getting a d/l speed of 11 to 12 meg so I'm assuming that this means that there is a problem with the line/router not my devices.

      Anybody got any ideas. Am I the only one?

      Cheers.


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    3. #2
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      Re: HELP! Not getting the speed I was promised

      All of them are only getting a d/l speed of 11 to 12 meg so I'm assuming that this means that there is a problem with the line/router not my devices.
      It looks like you are using wireless. Can you plug a laptop in using an ethernet cable and check your speed. You may have to experiment with changing the wireless channel. Try downloading and using Inssider.

      TomD


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


      Useful Utilites

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

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    4. #3
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      Re: HELP! Not getting the speed I was promised

      I'm getting the exact same thing. No faster than my top speeds over ADSL. I thought my wireless G card might be the issue, but I've tried a wired connection with 85M homeplugs and am still only getting around 10 meg at the most. The cabinet is no more than 0.5km away, and the exchange only 1 km approx.

      This is the Speedtest result with ethernet and homeplugs



      And this is it with a Belkin F5D9000 Wireless G+ MIMO Desktop PCI Card. I know I need to upgrade to an N, but it's the wired connection that is concerning me,



      Any pointers would be appreciated by me also!

    5. #4
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      Re: HELP! Not getting the speed I was promised

      things to check/try:

      1) make sure the LAN cable from the modem is going into port 1 of the router
      3) use a LAN cable directly into the modem no homeplugs
      2) try a different server (massy in france is a good one)
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    6. #5
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      Re: HELP! Not getting the speed I was promised

      Quote Originally Posted by andrewjr View Post
      things to check/try:

      1) make sure the LAN cable from the modem is going into port 1 of the router
      3) use a LAN cable directly into the modem no homeplugs
      2) try a different server (massy in france is a good one)
      Thanks, andrewjr.

      1) Check - This was the first thing I ensured when my speed was low.
      2) Check - Homeplugs are from the router to the PC
      3) This is the result from Massy -

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      Re: HELP! Not getting the speed I was promised

      Well, it's obviously the Plugs and wireless card in my PC. Just plugged my girlfriend's old(ish) work laptop into the router directly and got this result from Massy!



      So at least I now know where the attention is required.

      relaxed_paddler - are you able to do the same check on yours?

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      Re: HELP! Not getting the speed I was promised

      pretty sure it'll be the homeplugs, they may say 85mb/s but they pretty much never get even half that amount, 10-20mbps seems tobe about right for most brands, could you say get a long ethernet cable from ebay/play(they aren't that expensive, about 3-5 for 20m), and use it just to see if it's homeplugs or not.

      it's cheaper then new wireless/homeplugs.

      the other way would be to hack the BT modem to see what you are syncing at. details here http://www.skyuser.co.uk/forum/route...dem-hg612.html

      edit: ha should've refreshed before i posted, went searching for the hacking modem thread

    9. #8
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      Re: HELP! Not getting the speed I was promised

      The sync speed is shown on the sky router so he doesn't need to hack the HG612 unless he wants to see more detailed stats.

    10. #9
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      Re: HELP! Not getting the speed I was promised

      Nope, you're not the only one.

      Installed / Upgraded from Unlimited on the 27th. OpenReach Engineer confirmed and tested connection speed of 40Mb downstream & 2Mb upstream. Sky router synced at 39992kbs downstream & 2000kbs upstream.

      Left to do my own testing on several devices attached directly to the router & wirelessly on a combination of operating systems and the results were the same 14-16Mbs average with an upload of a measely 0.37Mbs. I reset the Sky router (not the OpenReach modem) and got a new upstream value of 444kbs (downstream still syncing high).

      It seems to me that my line / modem at the exchange is still set / capped at an ADSL+ speed and not at the fibre speeds. Of course I explained this to the nice people but the sky fibre team spouted the usual "wait 10 days" after it took 40 minutes to get through to someone "trained". They'll do line checks (which they already did) and say nothing is wrong. Surely they must have network engineers that have a clue sorting this stuff out.

      I have a feeling that it ain't gonna get fixed unless someone checks the Sky kit at the exchange.

      So far the pattern seems to be that those people upgrading from a previous Sky product are having speed issues and new users are having a great time of it. I just can't quite get enough consistent information together to beat the Sky Fibre team with.

      It's going to be a very frustrating 10 days.

      Just to add, I rebooted the Sky router first thing this morning and i'm now synching upstream at 800kbs with a throughput of 0.72Mbs. Downstream sync is brilliant pity the throughput still sucks (in comparison to other Sky Fibre users).

      Might try ringing Sky again but not holding my breath for someone a bit more capable of troubleshooting.

      Very frustrating and doesn't fill me with confidence looking to "upgrade" again to the pro package.

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      Re: HELP! Not getting the speed I was promised

      So far the pattern seems to be that those people upgrading from a previous Sky product are having speed issues and new users are having a great time of it.
      It wasn't a fault of Sky, it was his equipment.

      Well, it's obviously the Plugs and wireless card in my PC. Just plugged my girlfriend's old(ish) work laptop into the router directly and got this result from Massy!
      However I hope you get yours sorted soon.
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

     

     
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