New house, sky fibre was activated yesterday and SkyQ being installed Sunday...terrible speed though

TonyTurbo78

TonyTurbo78

TonyTurbo78

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Joined
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West End, Southampton
Hi guys bit of back story will keep it short.

Moved in with inlaws temporarily while me and wife get a house sorted, they upgraded their sky sub to unlimited fibre and SkyQ which is being installed on Sunday. The fibre broadband went live yesterday and we were predicted maximum of 20mb minimum of 15mb. So far all we are getting is a ridiculous 4mb, been that way since yesterday at midday.

Now the thing is, there are two lines into the house, a bt line for an office and business which is hitting 18mb down and the house line were Sky is on is the one hitting only 4mb. I don't get it, that line was tested and said between 15mb and 20mb.

What can we do? Any ideas? Will the engineer coming on Sunday troubleshoot the line or is he simply there to plug in SkyQ?
 
The engineer coming will just install the Sky Q, he will not be someone able to look at the line.
 
TonyTurbo78 said:
Hi guys bit of back story will keep it short.

Moved in with inlaws temporarily while me and wife get a house sorted, they upgraded their sky sub to unlimited fibre and SkyQ which is being installed on Sunday. The fibre broadband went live yesterday and we were predicted maximum of 20mb minimum of 15mb. So far all we are getting is a ridiculous 4mb, been that way since yesterday at midday.

Now the thing is, there are two lines into the house, a bt line for an office and business which is hitting 18mb down and the house line were Sky is on is the one hitting only 4mb. I don't get it, that line was tested and said between 15mb and 20mb.

What can we do? Any ideas? Will the engineer coming on Sunday troubleshoot the line or is he simply there to plug in SkyQ?
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Sure its not just the line training itself?

historically sky lines used to start off around 4 meg then gradually increase over the first week to find the correct stable rate.

what does your router page say your connected at? and how are you testing that 4meg speed, downloads??

to be only rated at 15-20 meg on fibre you must be in a field somewhere and the cabinet miles away. My cabinet on fibre is a long way away and i still get 30 meg
 
How are you connected to your router/modem when you test it? Just so you can eliminate the possibility that the problem is between the router/modem and you.
 
Uther said:
I'd ask a mod to move this to the Network sub forum.
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I was looking for that when posted but for the life of me I couldn't find it. Could a mod move this post please to correct sub forum.

Using speedtest.net to test download and upload speeds, also a few other well know UK ones. I'm connecting a laptop to the router via rj45 to test line. The house is rural, but not 10 miles in the middle of nowhere type rural, area is quite well built up and less than a mile or so to nearest town. Not sure how far from the exchange it is.

Oddly when I put the landline number into bt checker it tells me number isn't recognised are line isn't a bt line. Where the line comes into the lounge, I can see its on a BT wall socket. Guess we'll need to ring sky and troubleshoot the line.
 
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Oh dear Tony!

Fibre lines will normally hit their maximum speed straight off the bat so check the connected speed on the router status page, http://192.168.0.1 then maintenance, login with admin and sky. Post them here. Also use http://speedtest.btwholesale.com to test.

on the BT DSL checker as your line is 'unbundled' the telephone number won't show up. Try the address checker at the bottom of the page then after some editing of your details so we can't see them, also post it here.

Don't forget, fibre speeds rely on distance to the green cabinet, not to the exchange!

Im not back at work until Monday now but if you don't get very far by calling let me know.
 
Makd sure your modem is connected to a master socket, then try the test socket within that to isolate the internal wiring.

If you don't have a modern master socket, it will be the socket with a largeish capacitor, you can then remove any extension wiring yourself to check where the issue lies.
 
FTTC speeds are great until you start to go over 200 metres from the cabinet. The fall off of speed is quite sharp as well so if you are rural it's not much of a surprise.

Well worth posting stats like Misschief has suggested.
 
its so bloody annoying as i don't pay the bill and this isn't my house so i don't want to be stepping on family toes if ya get me. But we've got SkyQ and Fibre to boost the househould ability of good wifi hotspots and much higher speed as there will now be 4 people in the house all using broadband very heavily.

S, just got in the door, little bit of messing around, defo looks like the master socket is the one in the study which is obviously totally different room to where TV and Sky router now are.

Here's the study socket - this is the BT Broadband on the 02380 ****20 number, we did have 18mb down for the last 2 weeks since moving in, but last night it dropped to 8mb down and today it's 5mb down.

29616011511_5f89dbe985_c.jpg


The socket in the lounge, is the 02380 ****12 number, and the one where Sky Router is coming off. This is the number that apparently was given to test what maximum fibre speed we could get (15mb - 20mb) There is a 12 foot extension cable that goes to the corner of room the TV is, which then has the microfilter, which then goes to the Sky Router. (I've tried plugging the router straight to this wall socket with microfilter to see if it improved anything by bypassing the extension cable, but was still only 4mb down)

29406199180_eb65c9ee00_c.jpg


here are the stats from this line Tess

29070884914_0a993d789f_z.jpg
 
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30dB attenuation is not good and would either suggest massive problems with the line or you are about 2km from the cabinet they have connected you to which I find hard to believe.
 
Ok, definitely need to call sky then. They'll need you to go into the test socket on the sky broadband line and they'll run a service test. It should end up with an engineer visit. If you get no joy let me know.

03442 411411 is probably the best number.

Your skyQ engineer might be able to check it and try a new Router but he can't work on the line itself.
 
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When I first moved to FTTC my download speeds was capped at 4mb from the 2nd day to 4th day. After that it shot back up to the max 44mb speed (I'm roughly 600m away from the cabinet).

Only thing I can suggest is to wait for the 10 day training period to finish, Sky/Openreach will refuse to do anything until that period is over.

I'm surprised the Openreach engineer that was in charge of installing the FTTC connection didn't do anything much, I had, in two different locations, both engineers did a speed test to make sure everything was working. They also replaced the faceplate for an ADSL one which has the filter built in.
 
MissChief said:
Ok, definitely need to call sky then. They'll need you to go into the test socket on the sky broadband line and they'll run a service test. It should end up with an engineer visit. If you get no joy let me know.

03442 411411 is probably the best number.

Your skyQ engineer might be able to check it and try a new Router but he can't work on the line itself.
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so we test the socket in the lounge right even though it would appear that's not the master socket? Are we talking days or weeks for an engineer to visit from experience?

Also, something I don't get, how the speed from the BT router in the study has dropped from 18mb solid to 8mb last night and 5mb today? They are two entirely different lines right?
 
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