I have the same problem. Here's what I did:
Prepared my explanation:
My problem is the upload speed on my new My Sky Fibre line. I think my system should have a UpStream Connection Speed of 10000 kbps. My system is uploading at UpStream Connection Speed 2000 kbps but my son-in-law's Sky Fibre system is uploading at UpStream Connection Speed 10000 kbps. Other details of my system are - It was installed yesterday, and is working. The BT Openreach technician said that the line was operating at the designed maximum speed and showed me the figures on his test meter connected to the wall socket: DownStream Connection Speed 40000 kbps UpStream Connection Speed 2000 kbps. The same figures are on the page at http://192.168.0.1/sky_router_status.html According to http://speedtester.bt.com/beta/
at 08.00 hours today my Download Speed is 27.72Mpbs Upload Speed is 1.85Mbps and Ping is 22.50, but I have seen the ping speed much lower, as low as 15. And the speed measured on speedtest net is also good, see http://www.speedtest.net/result/2203252850.png
I went to http://contactus.sky.com/broadband/technical-issues/...
and hit "Live Chat"
Typed in my greetings.. Asked to chat to someone about Sky Fibre. They put me through.
When chatting with the right person I cut and pasted my explanation. They took some identification details and checked the line. My reply from a very polite advisor was:
[Advisor's name]: it has come to Skys attention a small amount of customers are being activated on the old Fibre package of up to 2 mbps and i can see you have been effected Sky aim to have resolved for you within 7 working days and correct your upload to up to 10 mbps
I think that's good customer service.