I was on Sky ADSL getting 3.5mb down 768k up. I had my Sky fibre installed 2 weeks ago with an estimated speed of 25MB down 7mb up.
Once is was initially connected the engineer was surprised that the speed was only 14mb down. He left but I decided to phone Sky the next day as the router hadn't shifted and I knew it should connect at the max rate initially and slow down from there, after a LOT of hassle (including being told my fibre hadn't been installed then that I needed a new Sky hub - a total of 1 hour and 40 minutes on the phone) Sky said there was a problem and arranged an engineer visit for the next day.
The engineer came and said the line was about 1.1km long where he would of estimated that it was 800m but found it went to the bottom of our road then back up. He had a look up a the pole and messed about around the place and cabinet. He said the phone line seemed fine but there was a lot of noise. When he left I was on 18mb down which I was happy with as thinkbroadband estimate 17-24mb for my distance so coming from 3.5mb I was happy enough with this.
Then the real trouble started, I experienced about 15-20 disconnections over 4-5 days with the speed going lower and lower until it got to 12mb . I phoned Sky and after another lengthy hold spoke to someone who seemed to know what he was doing who said there was definately a problem and as there was over a 25% reducion in speed it would flag as a fault anyway. He told me he was escalating my problem with BT who would look at my line stats carefully, get back to Sky within 3 days and they would contact me to let me know what needed to be done. Fair enough.
The nex (monday) morning I had an engineer turn up at 7:40am with no real idea why he was there other than there was a problem with the fibre. I had to go to work so left him to it although again he told me there was noise but it shouldnt be disconnecting. After getting back home I found the net was on 13mb down. I have given it several days and it has disconnected at least 3 times now on 10mb down (10,000 exactly in router stats) 5.6mb up, it did go to 12 then 11 and then a couple of upload changes whilst the download stuck at 10mb. These disconnects (Previously had 4 between 8pm-10pm and all over) seem to happen about 4am however so not sure if some of these were remote ones but no call from Sky so looks i'm going to be on hold again on the 27th.
General question of what can I expect? Will I eventually just get 'Your line is too naff so take what I can get or cancel', will another random engineer visit actually do anything. Obviously going by the estimated speed and speed over distance guides my line is not fitting correctly as if there is something wrong but do BT actually have this so called department that looks at and monitors line stats? I know my dream of them simply running a new line is impossible due to cost. Does anyone have any experience on what I can hope for?
Any advice appreciated.
Sky Broadband Unlimited:
4mb down 768k up
Waiting on fibre...
Edited by Richeh (Mon 24-Dec-12 23:11:10)