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Speed and connection testing

  • To test the performance of your line, we will start your Sky Broadband at a low speed on the first day. Over the first ten days we will try to increase your speeds and will then set your line to provide the best speeds supported with a reliable connection – note if your phone line is very long or has a lot of 'noise' on the line your connection may be set slower than your first day's speed, this is only done where our testing determines that the line cannot maintain a reliable broadband connection at a faster speed.

    During these first ten days you may notice some variations in speed and your connection may be intermittent at times – this is normal. Please keep your Sky wireless router turned on 24/7 – this helps us to get the maximum information about your line's performance, so we can select the best settings for your connection.

    • Is there also testing for Sky Broadband Connect customers?

      Yes, there is also testing during the first ten days of active broadband service for Sky Broadband Connect. This is done for us by our network provider BT Wholesale as Connect is not provided over the Sky Broadband network. The experience should be similar for Connect customers, with speeds and connectivity varying over the first ten days while the best settings for your line are selected. Again, please keep your Sky wireless router turned on 24/7 – this helps our network provider to get the maximum information about your line’s performance during testing, and select the best settings for your connection.

       

    • If I turn my router off during testing, what happens?

      Please leave your Sky wireless router turned on 24/7 so that we can test different broadband speeds and settings on your line. Turning your router off will mean we can’t collect the maximum information about your line’s performance before selecting the best settings for your connection. It will not reset the testing process to the beginning, and it will not make our systems think that your line has performance issues or connection errors.

    • What should I do if I think my connection could go faster than the maximum download and upload speeds it is set to?

      Things you can do to improve your home set-up include moving the Sky wireless router from a phone extension socket to the main/master phone socket, or unplugging a telephone or fax machine that is causing ‘noise’ or interference on the phone line which is making your connection unstable and slower.

      If you make improvements to your home set-up and your line becomes able to support faster connection speeds, our network monitoring systems will automatically start re-testing your line and try to increase the speeds. It normally takes 3 or 4 days of your line showing improved performance before the re-testing will begin, and a further ten days of testing to select the new settings for your line. You can check the testing progress under Service Details in the My Broadband section of My Sky.

    • I'm not a new Sky Broadband customer, but the Service Details page says testing is in progress on my Sky Broadband – why?

      Our network systems will automatically start re-testing your line in two situations:

      1. You make improvements to your home set-up and your line becomes able to support faster connection speeds. Re-testing will begin 3-4 days after your line’s performance improves, and will attempt to set your connection to faster speeds.

      2. Your home set-up or environment changes and your connection becomes unstable at its current speeds. In extreme cases where your connection has become unusable, re-testing will begin the same day, and will test slower settings on your line to provide a reliable internet connection. If your line improves later on, it will be re-tested to improve speeds again.


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