Sky "Superfast" Broadband is Super slow

[Leland0404]

Ever since I renewed my contract last year [2021] I have noticed the rapid decline in my broadband speed, When I first subscribed to "superfast" some years ago I was getting between 27Mbps and 32 Mbps with a rock-solid connection, Now I am barely able to get 7Mpbs, I cannot watch Netflix or Youtube videos as they constantly buffer every few seconds [Even a 5 minute Youtube video will buffer every second or so]

I have tried calling Sky but the endless phone menus and never-ending hold times make it impossible to speak to a human.

Before anyone asks, I have plugged a laptop directly into the back of the Sky hub with nothing else attached, and all WiFi connections turned off and I did a speed test and I had 4.7Mpbs which is absolutely dire compared to what I used to get.

Is there anything I can do ?

Please help as I wanted superfast primarily for my sons Xbox live but it is no use whatsoever

Thanks

[GD1]

@Leland0404  Please post your router stats so the forum can advise https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

[Leland0404]

It gets worse, Tonight I can't watch anything on TV [streaming] at all, I have unplugged everything leaving just the Amazon FireTV cube and Netflix won't even display the home screen, Youtube has black areas where video thumbnails should be, And videos never start [Constant buffering circle]

The below test is with a laptop plugged directly into the back of the hub with a very short cable, and WiFi disabled

NOTHING has changed in my setup at all in 10yrs I have been with Sky broadband, Desktop PC is hardwired [Eathernet cable], Amazon FireTV is hardwired, XBOX series X is also hardwired, Only devices using Wifi is my wife phone.

[Leland0404]

Images i posted are not displaying for me my side!!

I just changed the line filter, Reset the hub, Did another test and it's getting slower, to the point the internet is unusable, It is like being back on dialup.

[JPR007]

@Leland0404 I notice there is a VPN marker on the top of your screenshot, have you tried running the test while not connected via a VPN?

[jamesn123]

@Leland0404 

You have a fairly old router it may be on the way out. Might be worth requesting a new one

[Leland0404]

That's the free VPN in Opera browser, If it were on it would be blue

[Leland0404]

I have tried to get a new hub for quite some time but they will not budge

I called them several times over the past few years with an unusual problem with Wifi

I wonder if anyone else has experienced this

Without warning any Wifi device will disconnect, Trying to reconnect throws up an error

To fix this I have to go into the hub settings and disable Security Options

Refresh the page a few times, Then re-enable Security Options, then Wifi devices will reconnect

This is very annoying when this happens as my wife's phone will be disconnected with no warning, and then it starts to eat up her mobile data, The only way we know the wifi has stopped working is if she disables her mobile data while at home

Does anyone know the best phone number for Sky Broadband?

And since Sky ditched the home phone line rental, is calling Sky still free from the landline?

[jamesn123]

@Leland0404 

Are you out of contract by chance? They may not send a new router if you are out of contract because all new contracts have the router leased to you rather than given.

Calls are still free from a Sky landline just dial 150.

[Leland0404]

I renewed my contract around July last year, And pretty much the same time my speeds went quite bad.

Is it still free to call Sky from a landline since the line rental was ditched?

[Skull+Treaty]

@Leland0404 

Dial 150 from your Sky landline or Sky Mobile - it'll be free

[emily+Spencer]

Hi I have had the same issue, tried all the suggestions in this thread but still rubbish connection, my contract is exactly the same as before i renewed.

[Highlinder]

@emily+Spencer Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[emily+Spencer]

Moderation note: I've hidden images that publicly share your MAC 

[emily+Spencer]

@Highlinder