Sky Broadband Speed Issue

AlanS181824

No changes here for me, still the same slow speeds... I really!Lt can't be bothered to ring Sky again only to be told theres no issue... I just want to leave and get fibre!

binaryhex

am going at them wit a solicitor

AlanS181824

binaryhex wrote: »

am going at them wit a solicitor

Let me know how it goes, I'm unsure what more I can do now at this stage.

HighLine

binaryhex wrote: »

am going at them wit a solicitor

Hardly necessary? Have you told Sky you are leaving because their terms aren't been fulfilled?

I did... and they didn't seem to have a problem with the early release out of contract.

AlanS181824

HighLine wrote: »

Hardly necessary? Have you told Sky you are leaving because their terms aren't been fulfilled?

I did... and they didn't seem to have a problem with the early release out of contract.

More details please.
Did you go through to cancellations or were you talking to the broadband people? I might ring up now and cancel.

HighLine

AlanS181824 wrote: »

More details please.
Did you go through to cancellations or were you talking to the broadband people? I might ring up now and cancel.

Well for a start, for the last week+ I have been getting them to write on my account that my broadband is unusable each day.

I was speaking to the broadband staff today and stated I was going to terminate contract and that I would not be paying the last 2 months of my contract (as in the next 2 months) and was told that was "completely fine and understandable under the circumstances".

They are in breach of contract so they really can't argue otherwise.

Frank Garrett

Try to get Sky to reimburse you for the last two weeks of crap service. For example: my speeds in the evening are around 400kb/s instead of the normal 1.2mb/s, so I'm getting one-third of my speed. Seeing as this problem as been persisting for two weeks and non-trail Sky customers pay €40 a month, you should be entitled around €13.

€40 / 4 weeks = 10
10 x 2 weeks = €20
€20 / one-third = €6.67
6.67 x 2 = €13.34

AlanS181824

HighLine wrote: »

Well for a start, for the last week+ I have been getting them to write on my account that my broadband is unusable each day.

I was speaking to the broadband staff today and stated I was going to terminate contract and that I would not be paying the last 2 months of my contract (as in the next 2 months) and was told that was "completely fine and understandable under the circumstances".

They are in breach of contract so they really can't argue otherwise.

I've been ringing for a while and I've had the issues for over 2 weeks, since Hallowe'en. My hub syncs at 10 down from 16 but the speeds I get on wired are only around 0.50Mb so they say there should be a Problem on the line, they rang back and said there wasn't any issue so I don't know what I can do now.
I'd stay with Sky if they could provide proper speeds.

HighLine

AlanS181824 wrote: »

I've been ringing for a while and I've had the issues for over 2 weeks, since Hallowe'en. My hub syncs at 10 down from 16 but the speeds I get on wired are only around 0.50Mb so they say there should be a Problem on the line, they rang back and said there wasn't any issue so I don't know what I can do now.
I'd stay with Sky if they could provide proper speeds.

I had a profile of 20 down and got consistent 17mbps download speed ever since I signed up last January. They have lowered my profile down to 10 now which has had no effect. Still getting speeds of between 1 and 2 mbps during the evening.

It's a shame because for 10 months, I had flawless service from Sky. I don't believe Sky have much control over this problem and that a certain other ISP is in no hurry to fix the situation.

AlanS181824

HighLine wrote: »

I had a profile of 20 down and got consistent 17mbps download speed ever since I signed up last January. They have lowered my profile down to 10 now which has had no effect. Still getting speeds of between 1 and 2 mbps during the evening.

It's a shame because for 10 months, I had flawless service from Sky. I don't believe Sky have much control over this problem and that a certain other ISP is in no hurry to fix the situation.

I had perfect service at 16Mb since April. Now I barely get 1Mb, their Level 2 doesn't seem to be much help and I dont really want Eircom coming out to my house, I'd prefer if I could just leave without penalties.

DublinBeaker

Was experiencing a slow down during the week but speeds are steady over weekend. Has it been resolved?

DublinBeaker

Was experiencing a slow down during the week but speeds are steady over weekend. Has it been resolved?

DublinBeaker

Was experiencing a slow down during the week but speeds are steady over weekend. Has it been resolved?

binaryhex

mine is working perfect As of 9 last night

HighLine

It's not peak times right now so speeds shouldn't be too bad. Wait until 6pm tomorrow and see how it is then. My download speed right now is 4.63mbps - still dismal.

AlanS181824

I'm upstairs on my Nexus 7 and I just did a SpeedTest there now and I got 8 down and the upload wouldn't finish. It appears as though the issue has been sorted, shame in a sense as I was looking forward to the idea of 70/20 :P Here's hoping it stays like this.

Sup08

Sorry bout the delay getting back.
Sky sent me a new hub last week and still the same speeds.
I them filtered the phone and the extension to the hub and then filtered the hub as well. During the day I get 8mb Monday to Friday but after 6 I am getting 2.
They asked me to change the hub location and monitor it for 24 hours. I laughed as I was getting perfect conection during the day so it was bit the hub location. The advisor went of to tech support an came back informing me that they are looking into a congestion issue in the area. North county Dublin.
I haven't heard anything since that call but I will be testing again this evening and a call made regarding the speed being returned to the 16 I was getting or the contract ending without charges.
If no joy, I will be contacting comreg. Comreg had done this before for me with another operator over the exact same issue and only 3 weeks into the contract.

Vico1612

Sup08 wrote: »

Sorry bout the delay getting back.
Sky sent me a new hub last week and still the same speeds.
I them filtered the phone and the extension to the hub and then filtered the hub as well. During the day I get 8mb Monday to Friday but after 6 I am getting 2.
They asked me to change the hub location and monitor it for 24 hours. I laughed as I was getting perfect conection during the day so it was bit the hub location. The advisor went of to tech support an came back informing me that they are looking into a congestion issue in the area. North county Dublin.
I haven't heard anything since that call but I will be testing again this evening and a call made regarding the speed being returned to the 16 I was getting or the contract ending without charges.
If no joy, I will be contacting comreg. Comreg had done this before for me with another operator over the exact same issue and only 3 weeks into the contract.

Hi Sup08
Same issue here ... I'm in North County Dublin ...
I had bad speeds all week end - 3Mb only
Will call them again tonight to follow up on my escalation

Vico1612

Fingers crossed ... looks ok for now , even though pings are high

AlanS181824

Was talking to a man from Sky today about getting the profile set back up to 16Mb and he said there was no way, went through the usual car references and stuff but alas I'm stuck with 10Mb now... He also said I should consider myself "One Lucky Ducky" for having a stable 16Mb for so long

Frank Garrett

AlanS181824 wrote: »

Was talking to a man from Sky today about getting the profile set back up to 16Mb and he said there was no way, went through the usual car references and stuff but alas I'm stuck with 10Mb now... He also said I should consider myself "One Lucky Ducky" for having a stable 16Mb for so long

Why did they take you off the 16mb profile?

HighLine

AlanS181824 wrote: »

Was talking to a man from Sky today about getting the profile set back up to 16Mb and he said there was no way, went through the usual car references and stuff but alas I'm stuck with 10Mb now... He also said I should consider myself "One Lucky Ducky" for having a stable 16Mb for so long

More bullsh*t from Sky. I signed up to Sky last January and was told my line would give me download speeds of 17mbps. Sure enough- that's exactly the speed I got for 10 months.

During this whole issue, they have lowered my profile from 20000 to 10000. So now that speeds seemed to have recovered today to around 8.5mbps - I guess that's what they will suggest I should have been getting all along :rolleyes:

My pings remain poor also.

AlanS181824

Frank Garrett wrote: »

Why did they take you off the 16mb profile?

Something happened to Sky's network around the 31st of October which was well documented on this thread. I rang to get my speeds fixed as they had out of nowhere dropped to 14Mb, they then set it to 12 and then to 10 to make it stable. Now my speeds are in fairness quite stable but they're slow When you're used to 16Mb, 10Mb feels quite slow with the likes of YouTube and what not.

Nonoperational

They seem to be back to normal for me tonight. Touch wood.

Shy_Dave!

Funny, on Vodafone here with same problem (Slowed speed during evening).
Was back to normal over the weekend, now the problem is back.

Frank Garrett

AlanS181824 wrote: »

Something happened to Sky's network around the 31st of October which was well documented on this thread. I rang to get my speeds fixed as they had out of nowhere dropped to 14Mb, they then set it to 12 and then to 10 to make it stable. Now my speeds are in fairness quite stable but they're slow When you're used to 16Mb, 10Mb feels quite slow with the likes of YouTube and what not.

What are your stats like? If they can handle 16mb, then demand 16mb or the best your stats can handle.

adox

Nonoperational wrote: »

They seem to be back to normal for me tonight. Touch wood.

Same as me. First night in at least 2 weeks that speeds are matching daytime speeds.

Lets hope things are finally sorted.

AlanS181824

Frank Garrett wrote: »

What are your stats like? If they can handle 16mb, then demand 16mb or the best your stats can handle.

That's the thing though, my line is only capable of 12Mb according to Eircom. I was a bit uneasy when I heard this as I was getting a totally stable 16Mb but I was talking to a KN Networks/Eircom guy and he said that the Carlow area was outdated in terms of line profiles so I just dismissed it. Getting 10Mb out of a 12Mb connection wouldn't be bad at all but my connection is 16Mb!

Frank Garrett

AlanS181824 wrote: »

That's the thing though, my line is only capable of 12Mb according to Eircom. I was a bit uneasy when I heard this as I was getting a totally stable 16Mb but I was talking to a KN Networks/Eircom guy and he said that the Carlow area was outdated in terms of line profiles so I just dismissed it. Getting 10Mb out of a 12Mb connection wouldn't be bad at all but my connection is 16Mb!

Yes, but what are your stats like on your router's configuration page?

AlanS181824

Frank Garrett wrote: »

Yes, but what are your stats like on your router's configuration page?

10235 right now, used to be anything from 16000 to 16700

Frank Garrett

AlanS181824 wrote: »

10235 right now, used to be anything from 16000 to 16700

Do you know what your line attention is?

AlanS181824

Frank Garrett wrote: »

Do you know what your line attention is?

35 on the Down. I'm nearly 100% sure that when I have Vodafone it was 22.

Sup08

Got a message from sky on the phone today. They've issued a software update to the hubs which has corrected the error and speeds should be stable.
Checking my speed since 6.30 pm and they stablised at 8.6mbps. Half of what I was getting. My profile is set to 10 although they say my line can take 12.
My line is fibre ready so why can't I get faster ?

Sup08

Current speed test.

Frank Garrett

AlanS181824 wrote: »

35 on the Down. I'm nearly 100% sure that when I have Vodafone it was 22.

Your line attention determines what speed your line can handle. Pop it into this:

http://www.kitz.co.uk/adsl/max_speed_calc.php

---

Mine says 29db which 16000 kbps, but due to my low noise margin, Sky or Eircom cannot force anymore speed down the line or else it will disconnect/drop-out.

My noise margin is usually between 7 or 8db, but lately I noticed it's around 6db.

What's you noise margin like?

Frank Garrett

Sup08 wrote: »

Got a message from sky on the phone today. They've issued a software update to the hubs which has corrected the error and speeds should be stable.
Checking my speed since 6.30 pm and they stablised at 8.6mbps. Half of what I was getting. My profile is set to 10 although they say my line can take 12.
My line is fibre ready so why can't I get faster ?

Good job I ditched the hub a long time ago because it looks like Sky are slashing people's speeds with a new firmware update.

Vico1612

My hub shows
Firmware Version 1.16b.2216.R
ADSL Firmware Version A2pD035o.d24

Don't know if this has been updated ...

anyway, still holding strong

adox

Frank Garrett wrote: »

Good job I ditched the hub a long time ago because it looks like Sky are slashing people's speeds with a new firmware update.

I don't think it was with the alleged firmware upgrade as my speeds are now back to normal. i think a lot of people who contacted Sky over the issue had their line speed brought back to try and correct the issue, which obviously didn't work.

If it had happened to me I would ring Sky and ask them to return the line speed to its original higher setting.

Frank Garrett

adox wrote: »

I don't think it was with the alleged firmware upgrade as my speeds are now back to normal. i think a lot of people who contacted Sky over the issue had their line speed brought back to try and correct the issue, which obviously didn't work.

If it had happened to me I would ring Sky and ask them to return the line speed to its original higher setting.

You're probably right, just did a Speedtest and it's terrible:



I might have to plug the hub in, or would that make a difference?

AlanS181824

Speeds are still relatively stable for me.

adox

adox wrote: »

Thats me back to normal speeds(don't laugh). Even though its only just over 5, it makes a huge difference.

Dav

Hello all,

Sky have once again asked me to post something on their behalf:

Sky Ireland wrote:

The issue which impacted some customers BB speeds during evening and peak times, has been confirmed as fully resolved. If customers haven’t done so already, a reset of their Sky router (Hub), will ensure improvements are immediately applied.

Now, I personally can't say for certain that I know this issue has been resolved, but having read through some of your posts since yesterday, there seems to be a marked improvement for some of you, so I'd say they were definitely making progress in the right direction.

Vico1612

Dav wrote: »

Hello all,

Sky have once again asked me to post something on their behalf:Now, I personally can't say for certain that I know this issue has been resolved, but having read through some of your posts since yesterday, there seems to be a marked improvement for some of you, so I'd say they were definitely making progress in the right direction.

Great to see Sky interacting with Boards.ie , but they may also want to communicate on their own forums ...
http://helpforum.sky.com/t5/Broadband-Talk/Dramatic-slowdown-broadband-speeds-recently/td-p/1463849/page/11

My 2 cents ...

Frank Garrett

I guess I'll have to plug in the dreaded hub later.

degsie

Vico1612 wrote: »

Great to see Sky interacting with Boards.ie , but they may also want to communicate on their own forums ...
http://helpforum.sky.com/t5/Broadband-Talk/Dramatic-slowdown-broadband-speeds-recently/td-p/1463849/page/11

Sky have recently entered this comment on that forum...

We have been advised that the issues with speed dropping should now be resolved.

If you are still experiencing issues with speed dropping, please let us know and we can investigate this further.

I'm sorry that the fault has carried on for such a length of time and this has affected the service you have been receiving from Sky. I appreciate your patience with us whilst we resolved this fault with our partners.

spiderjazz

Speeds are looking a lot better from my connection over the last two nights, going from 0.87 mbps for a few nights during peak times to 12.10 mbps now.

uck51js9zml2yt

I Gave up complaining to sky about the speed months ago when they emailed me say they could never give me the speed they promised me...so much for getting 12mbps.
For a tenner a month I can live with it. ..... For now!!

degsie

Was getting a bit better than this before, but ok I guess. Seems stable.

degsie

So, I would just like to say thanks to Sky for sorting out this issue. It's not often that a provider owns up to a problem and then takes remedial action to sort it. I note that those who were slamming Sky BB are suddenly gone quiet so I assume this is fixed for everyone.

No, I am not a sky employee, just a satisfied customer

HighLine

degsie wrote: »

So, I would just like to say thanks to Sky for sorting out this issue. It's not often that a provider owns up to a problem and then takes remedial action to sort it. I note that those who were slamming Sky BB are suddenly gone quiet so I assume this is fixed for everyone.

No, I am not a sky employee, just a satisfied customer

Not so sure about the glowing customer service. It took 2 weeks to sort out. Most days I would contact them, they didn't admit it was a widespread problem and insisted it was just a problem with my line - to the point where I refused to "change filters, change phone line".

Towards the end however, they started to change and did indeed admit it was a problem on their side which was welcome.

As previously stated - I used to get a constant 17mbps download speed. Now it is only 14mbps which I will settle for until I switch to fiber broadband next month.