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Hi all

 

About 4 months ago I signed up to Sky Broadband but because of where I live they could only offer my Sky Connect. I did everything asked of me during the first two weeks (left the router on 24/7)

Sky told me I could get up to 6.5 meg after testing my line.

 

Even after that, the best speed (D/L) I could get was 1.2meg so I wrote to them within the first 3 months to query this.

3 weeks later I got a phone call from Sky's tech dept. who got me signed in to my router and told me that the settings I saw was the speed I was getting as online broadband speed checkers were not accurate.

My router said:

downstream connection speed:- 8128

upstream connection speed:- 448

 

I have just done yet another speed check and my speeds are:

D/L 808Kbps

U/L 282Kbps

 

Have I been misled by the Sky geek?

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From what you have said, you may be getting exactly what was quoted to you.

 

There are 2 ways of measuring bandwidth, bits per second and bytes per second.

There are 8 bits in 1 byte.

 

When you see adverts and such offering "8mb broadband" or "20mb broadband" thats in bits, well megabits actually.

However download speeds are generally measured in bytes per second, such as you might see in your browser or a speedtest.

 

Now you said you are getting 808 download speed, if you multiply that by 8 (to convert from bytes to bits) you get 6464, which is roughly the 6.5meg they quoted to you, even though the router records more sometimes they will limit you at first to what the system thinks your line can handle, then up it later on.

 

Now the only concern is that you said 808 Kbps which IS bits already! Now if this is correct, then you definitely aren't getting anywhere close to what the router has recorded.

 

Best thing to do is do a speedtest from here:

Oops, I can't post links yet - so google for 'speedtest' and it's the first link

Should be speedtest . net

 

Above the map a green button saying "begin test" will appear, press that and let it do the test - make sure nothing is using the internet at the time! Once the test is complete the results will appear with 2 buttons underneath, press on the one saying copy direct link and then paste that link into a reply to this thread, that will let us see exactly what you are getting with no confusion between whether the test is in bits or bytes.

Apologies for the formatting in my posts, I do put paragraphs in but the forum removes them for some reason :(

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Thanks for your input Lucifa.

Bit more info on my PC.

AMD+ Motherboard (Basically AM3) AMD Athlon AM3 quad core processor so not a slow PC. Direct line of sight between PC and Router (no other equipment near router that could cause inteference) 2gb RAM

Speedtest below

http://www.speedtest.net/result/1012245807.png

 

Going back to my ZX81 days, wasn't there an extra 'bit' in there (parity check) making 9 bits to the byte (yes I am that old:-))

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While I am also that old, I don't remember anything about a parity bit :) but certainly in bandwidth/network speed terms 8bits=1byte.

 

Ok so from your speedtest you are getting well below what your router is recording.

According to what you said your router is connected at 8Mbps, they said your line was capable of at least 6.5 and you are getting just over 1 and it's nothing to do with bits/bytes.. Something is definitely wrong here!

 

Now the Sky engineer was kind of correct with saying that speedtests aren't accurate, they can vary with time of day, general internet traffic use, what else your PC might be doing, whether you own a dog or not etc.

However, I would not expect a line that's apparently connected at 8Mbps to test at 1Mbps. 7 perhaps, maybe even 6.5 on a bad day but not 1 - no way!

 

The best place to start is to rule out everything on your side of the connection before going back to Sky.

Now you mentioned line of sight, are you using WiFi? If so, it might be worth connecting

directly via a network cable just to rule out the possibility that's it the WiFi causing this.

 

Next thing to try if you can is a speedtest from another PC, if you have one? Perhaps a friend with a laptop if not?

Apologies for the formatting in my posts, I do put paragraphs in but the forum removes them for some reason :(

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Good point. I'll pinch my neighbours laptop. I might even tell him :lol:

 

I did connect it via an ethernet cable and the result was about 5% quicker

 

What did annoy me was that the Sky bod was trying to blind me with technical jargon. He even had me believing him until I tried to watch BBC iplayer and it continued buffering. I downloaded New Tricks on Saturday. 630Mb download took nearly 2 hours. I did try speedtests at various times and the worst was the evenings (0.6 D/L)

I used to be with Virgin before I moved home and the speeds (on the same PC) were superb.(in excess of 8 meg)

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Speedcheckers are not always acurate, if you have antivirus programs / download managers / windows and other programs downloading at the same time as your speed check, your results will be a lot lower. Also any games consols connected online? Wifi mobile phones? Youtube playing? All saps bandwith....

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silverfox

imo. sky connect is notoriously slow. it uses BT equipment (rather than sky's own) at an exhange, and is subject to DLM, and traffic management.

see for eg http://www.skyuser.co.uk/skyinfo/sky_connect_broadband_traffic_management.html and http://www.skyuser.co.uk/forum/sky-broadband-help/27611-sky-connect-broadband-you-being-slowed-down.html

Edited by Ford
typo

IMO

:-):rant:

 

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Hi i sympathize with your situation but i can tell you yes 100% you have been lied to by a geek.

The speeds that your router is showing are the maximum speeds that it can carry down your line , ie the speeds that you would receive with 0 contention and 0 traffic management by sky . They are the results of a test that your router carries out , but they are vastly different to the speeds you actually receive!

 

I have had all of the same problems with sky connect and today having had them deinstall my sky + and give me my mac code , they have also compensated me 150 quid for my time and their lies.

 

I will bet all of my money that your speeds are fine between 9am and 5pm , if they are not fine they will be faster at the very least! At 5 pm Sky "traffic manage" their broadband connect to death!

 

I was getting speeds of 3 meg during the day and 600kb after 5pm ... for week 1!

These speeds soon dropped to 1.5meg before 5pm and 30kbs after5pm and on the weekends! half the speed of dial up. I rang sky.

Answer 1 . same as they told you .. i knew that was bull and explained his job to him , pride getting the better of him he said he knew that he was wrong but its what they are supposed to say!!

Answer 2 ( after escalation ) its a misprofiling issue! took 3 days to sort it but nothing changed.

Answer 3 Its a line fault we will fix it but its BT so we cant do it immediately ! 7 days later , no change .

Here i Emailed lots of top brass at Bskyb , now we get service! i will pop the email address at the end of this sob story!

Executive complaints at BSkyb got in touch , brilliant service , told me that i was not in breach of my useage cap ( 40gb ) but the connection was awfully slow and the top engineers would get on it straight away! I went through some rigmarole here and will spare the details but what i learned is this!

1. Sky connect 40gb usage cap is broken into 30 1.3gb units and if you use more than that in one day you are choked " traffic managed!" to less than 100kbs in my case . for 5 days ( my experience lasted 17 days at that speed! Their best advise from their top engineer was to turn my router off until Monday!

* This appears nowhere in the terms and conditions and means that it is impossible to use 40gb a month . 1.3 gb a day is an entirely different proposal to 40gb a month and they are in breach of contract.Even their own call center staff at lower levels are not privy to this information.

2. Sky connect has no priority to bandwidth at peak times and at 5pm exactly it will drop to awful speeds. Sky admitted to me that this wont change and that they don't pay enough to utilize peak bandwidth in exchanges where they rent their hardware from BT.

 

All in all it aint broke its just no good , and although they can probably speed you up a little by re profiling you , your broadband will always be compromised at peak times and you are penalized by downloading or using what is a very low level of data.

The geek lied , i wish you every luck in getting this sorted . I emailed all of the following bigwigs and got a response within 48 hours. They will not admit to what i have just told you, but i guarantee they will not fix the problem.

I just tried to post this with all the relevant email addresses but as its my first post im not allowed , so you should email jeremy dot darroch at bskyb dot com . Expect a reply within 48 hours , tell them that you have been fobbed off and demand to know the real reasons . Include your acc number and loads of contact details ie. Address telephone and email . I have more contact addresses but think this one will be fine . If not i have the escalated phone number for Sky it gets answered within a minute by a capable person :) . Let me know how it goes . gl.

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Thankyou for your input. It is very enlightening.

I shall follow your advice.

 

Apologies for not being able to post links yet. Get a few more posts under your belt and all will be well

 

 

PS Thanks to all the other posters. All input is appreciated.

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Silverfox, maybe PM IdaInFife as she works for Sky...

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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We had exactly the same problem, and after several calls to them, they agreed to let us out of the contract and now have a different provider, after talking to some Tech on the phone about the really slow speeds, he even agreed that with gamers in the house like I have it was unacceptable and he admitted he wasnt even with Sky himself as it was too slow.

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Reading my original reply back i realize that i didn't highlight one of my main points very well , lower level customer services and engineers all told me ( and i think honestly ) that i was not being capped or choked due to exceeding my usage limit of 40gb because as they could see and i could prove i had only downloaded 17 and uploaded 7 gb in the previous 31 days . However once the problem was perused to a higher level the engineers and exec complaints dept admitted that the 40gb was broken into daily chunks of 1.3 gb and hence i was being choked for breaking my usage allowance! Its not in the terms and conditions anywhere and it really is quite scandalous

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Well I emailed the addy that Safenath gave me and today I got a call from their executive department who said that one of the techies would call sometime between now and Tuesday.

An hour later, a call from the techie came in and he guided me through BT's own speedtest website which Sky use to check broadband speeds and he has confirmed that although the line should be able to handle 7.5 Mbps, on this test, the max I was getting was 1.34 Mbps.

 

I have been asked to do a few more tests between now and Tuesday when they will call me back so that they can then get a better idea of what the issues are.

 

It's things like this that re-enforce my respect for Sky (apart from the previous muppet). Someone actually taking ownership of a problem and trying to rectify it.

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I am on connect as well but my speed i ok - i can throw a stone to my local exchange which helps. I do know that in the last week or 2 they have had problems with the connect network which has casued alot of users to be down or very slow but obvioulsy not all the time and not effecting foxy.

 

BB is not one of my strengths i'm afraid and can't wait when us connect users get put transferred to the better network which shouldn't be too far away :whoo:

 

Glad someone is dealing with it for you Foxy

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What did the exec level guy say about the fact that they told you that you WERE getting 7.5gb? Im sorry to be the bearer of this ( bias bearer as am still a little bitter :oops:) but i went through the same process , on monday or tuesday you will be told probably correctly that you are mis profiled and you will have to redo the leaving your router on for a few days whilst they establish your lines best speed. Misprofiling is common with connect and reprofiling sped up my day time speeds but the evenings were still slower than snail and erratic connections as it was only part of the problem. I agree that the service at this exec level is superb ( shouldnt have to email the MD of BSKYB to get it but hey!) and i can tell by your generous emails that you will give them the benefit of the doubt at every turn... but remember you are only here because you queued on their system and got lied to by that geek that almost certainly new what he was doing , ASK QUESTIONS ! Why does it slow down at 5pm on the dot? this does not fit with a line problem nor does it fit with a profile problem , what is my contention ratio ? . Oh and my last piece of advice and it will save your sanity is ask for their phone number! Answered within a minute no queues ....sweeet . good luck my Vulpine friend i honestly hope its different for you.

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What did the exec level guy say about the fact that they told you that you WERE getting 7.5gb? Im sorry to be the bearer of this ( bias bearer as am still a little bitter :oops:) but i went through the same process , on monday or tuesday you will be told probably correctly that you are mis profiled and you will have to redo the leaving your router on for a few days whilst they establish your lines best speed. Misprofiling is common with connect and reprofiling sped up my day time speeds but the evenings were still slower than snail and erratic connections as it was only part of the problem. I agree that the service at this exec level is superb ( shouldnt have to email the MD of BSKYB to get it but hey!) and i can tell by your generous emails that you will give them the benefit of the doubt at every turn...

 

but remember you are only here because you queued on their system and got lied to by that geek that almost certainly new what he was doing

Not quite. I found my way in and I'm damned if I can find the way out :lol:

 

, ASK QUESTIONS ! Why does it slow down at 5pm on the dot? this does not fit with a line problem nor does it fit with a profile problem , what is my contention ratio ? . Oh and my last piece of advice and it will save your sanity is ask for their phone number! Answered within a minute no queues ....sweeet . good luck my Vulpine friend i honestly hope its different for you.

 

Thanks for the pointers.

I don't want to leave Sky so I will give them every chance to sort this. Before signing up, I did the research and found that the BT exchange is 2 miles away and it only has a BT server in it so any other BB company I went with would have had to charge me a higher price. Sky was the only one to offer a 40GB limit at the price they did. Others offered 60GB but at stupid rates. The majority only offered 10GB which isn't enough for me as I seem to spend the majority of my day online so you can see I'm fairly restricted on my choice of supplier.

Once I get to the BBB stage (Bullsh*t Baffles Brains) I then go on the offensive. Hopefully it won't get to that stage

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Lol Bullsh*t Baffles Brains suggests that you are ex military? thats the only place i ever heard that expression!

 

If you download more than 1.3gb a day they will Traffic manage you heavily....what speeds do you get after 5pm? ..... You are bang on the money with finding the servers in your exchange , i find the "sam knows best " site the best for that.

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Lol Bullsh*t Baffles Brains suggests that you are ex military? thats the only place i ever heard that expression!

Nope-two brothers (Coldstream Guards and Royal Signals)

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Update,

Had two calls today from a very pleasant lady who took my speedtest readings and agreed they were significantly lower than what they should be. She then went away to do a diagnostic on the line while I started a download from BBC iplayer (at her request)

When she rang back, I told her the speed of the download (50-79 Kbps - 2 hour download for an hour program) and she agreed there was something wrong.

The outcome. Nothing much. She is getting BT to do a check and see if they can reprofile me and they should call me back tomorrow. Waiting with baited breath

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Another update.

After BT ran a test on the line, nothing was found so Sky decided to send me another router.

It came this morning (eventually- Sky didn't put my full address on and it went to the wrong place!)

 

Plugged it in, switched it on and did a speed test. Well waddaya know :whoo:

 

 

Download speed 6082 and upload 382. One hell of a boost.

I just need to leave it on for around 10 days for my profile to be fully set.

 

All in all (even after the silly techie) I'm impressed

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Well that is good news , but im a pessimist when it comes to sky connect and although i hope that im wrong heres what i think is happening....

 

Sky send you the Router and your line speed will be optimal ( mine was ) , the 10 day profiling is the time it takes for BT and sky to put you at the back of the queue for peaktime bandwidth, due to lack of infrastructure and or over subscription.. , i hereby wee on the fire and predict a slowing of internet connection by December .

Actually i really do hope that it works out for you , fingers crossed...........

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Well that is good news , but im a pessimist when it comes to sky connect and although i hope that im wrong heres what i think is happening....

 

Sky send you the Router and your line speed will be optimal ( mine was ) , the 10 day profiling is the time it takes for BT and sky to put you at the back of the queue for peaktime bandwidth, due to lack of infrastructure and or over subscription.. , i hereby wee on the fire and predict a slowing of internet connection by December .

Actually i really do hope that it works out for you , fingers crossed...........

 

I do hope you are wrong. We'll see in a couple of weeks. If they do slow me down, the brown stuff will certainly be winging its way to the revolving air movement device

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I have Connect as well and funnily enough I am getting the 1.2mb download as well. Thing is I was getting it on previous supplier as well. Didnt want to hijack your thread so started my own one. Just letting you know 8-)

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I can now say that I am happy with Sky.

The speed varies between 3 and 6 Mbps but that is due to the different times I did the test. It's slowest in the evenings. Considering the fastest I should be getting is 7.1, I'm quite happy.

Got left a voicemail yesterday from the executive office confirming they are closing the complaint (I spoke to a techie the day before, confirming was all ok) and also to give me 6 months half price on my TV subscription. I just wish I was on a higher subscription now :-) Still, 6 months at 11 quid helps.

 

Thankyou to everyone who has offered help/advice. It is very much appreciated. If it all goes t*ts up in the future, this thread might just get resurrected

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