on 14-01-2011 06:55 PM
We are aware that in a small number of exchanges some Sky Broadband Unlimited and Everyday Lite customers may be experiencing a reduction in broadband speeds. We are sorry for this disruption to our normal service. In some instances web browsing and downloads are taking longer than usual and customers may also notice this impacting on their Sky Anytime+ service.
This issue is partly due to significant increases in the number of new customers joining Sky Broadband in the areas listed below, combined with unplanned delays in the extra equipment we have ordered to accommodate them.
We will implement the upgrades as quickly as possible and will post updates on the Sky Service Status page and the Sky Help Forum.
The affected areas are:
on 14-01-2011 08:49 PM
saltney, chester 20:48 14/01/2011 exchange:chester south
Tracing route to bbc.co.uk [220.127.116.11]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms www.routerlogin.com [192.168.0.1]
2 229 ms 218 ms 221 ms dr4.hobir.isp.sky.com [18.104.22.168]
3 227 ms 223 ms 229 ms vl194.ar8.hobir.isp.sky.com [22.214.171.124]
4 233 ms 230 ms 224 ms 126.96.36.199
5 212 ms 210 ms 209 ms 188.8.131.52
6 209 ms 207 ms 208 ms virtual-vip.thdo.bbc.co.uk [184.108.40.206]
on 14-01-2011 08:56 PM
Broadband speed not as bad as it has been in previous days, but things can go pearshaped very quickly, at least Sky are now admitting there is a problem !!!
1 <1 ms <1 ms <1 ms myrouter.home [192.168.0.1]
2 22 ms 25 ms 22 ms 5ad9a5be.bb.sky.com [220.127.116.11]
3 266 ms 262 ms 247 ms 10.245.137.113
4 236 ms 243 ms 247 ms te0-4-0-0.er11.thlon.ov.easynet.net [89.200.131.
5 248 ms 263 ms 264 ms 18.104.22.168
6 263 ms 272 ms 273 ms 22.214.171.124
7 286 ms 286 ms 280 ms virtual-vip.thdo.bbc.co.uk [126.96.36.199]
|Today 20:53||3405 kbps (426kB/s)||498 kbps (62.3kB/s)||Share|
|Today 19:59||3434 kbps (429kB/s)||361 kbps (45.1kB/s)||Share|
|Today 19:16||4323 kbps (540kB/s)||630 kbps (78.8kB/s)||Share|
|Today 19:07||3915 kbps (489kB/s)||786 kbps (98.3kB/s)||Share|
|Today 19:00||4088 kbps (511kB/s)||811 kbps (101kB/s)||Share|
|Today 18:55||4790 kbps (599kB/s)||671 kbps (83.9kB/s)||Share|
|Today 18:41||6334 kbps (792kB/s)||802 kbps (100kB/s)||Share|
|Today 17:47||9350 kbps (1.17MB/s)||915 kbps (114kB/s)||Share|
on 14-01-2011 09:14 PM
Have we all made a official report of a fault, and have an incident number from sky?
Problem high ping times in evenings, ok during the day
Incident number Yes
STILL waiting for a call back YES, YES, YES
Dont want to sound daft, but we can only get a fast fix in our areas by making it official to sky, rather than just posting it on here.
on 14-01-2011 09:21 PM
I've been on the phone so many times now the automated answering lady recognises I have been having problems and puts me straight through.
I'm still waiting for my new router, once I've set that up I'll be back on the blower moaning
on 14-01-2011 09:49 PM
I agree that post 121 says they know of a problem, but it does not say anything about the fault changing during times of the day. Just having a 'glass half empty', and not 'half full' sort of time since joining sky broadband just before Christmas, so making sure it is all well known to the right people within sky, and not just on a forum.
on 14-01-2011 09:52 PM
Im getting the same prob
Mornings my down load speed is 15-16 with a ping of 32-34
and come 7-10:30pm my download speed drops and my ping goes to 300ms
this has been going on for near 2 months now and ive been told so much bullS**T.
customer service first told me it was a baby monitor or central heating causing the problem i have neither.
makes me laugh when you see sky ads on tv when they say belive in better
everything was fine untill nearly 2 months ago and now its a pile of crap with a useless team of people that saying one thing and then dont bother
i will not recomend sky to anyone sky=CRAP
very pissed off with not being able to game for nearly 2 months
14-01-2011 09:58 PM - edited 14-01-2011 10:04 PM
"We will implement the upgrades as quickly as possible and will post updates on the Sky Service Status page"
If the problem is acknowledged, then should it be posted on the Service Status page that there is a major problem ? I am from Redcar which is a Teesside exchange and also seem to be on the receiving end of this problem. A 50% reduction in service isnt a minor issue, especially when you are paying a premium for it!
I dont think that your telephone support people know about this as I spent a good 45 minutes on the phone, to get them to finally acknowledge that there is a problem, and that a specialist will ring me back. Not likely to happen if its a known problem ?
Is there an ETA for the resolution. You indicate that equipment is unexpectedly delayed, does that mean days, weeks or moths. I and probably a number of people pay for unlimited, got good speeds in the past untill that last couple of months, so will we get a refund as SKY are unable to deliver against the contract ?
on 14-01-2011 10:00 PM
I notice that there were a number of responses indicating the throttling of heavy users, surely this cant be the case ? After all, isnt SKY stating the fact that unlike BT this doesnt happen.
As per their Princess and the Frog adverts
on 14-01-2011 10:35 PM
SKY IS just BAD!!!! Utility warehouse which i have in one of my flats is MUCH cheaper AND MUCH BETTER! i regret getting sky to my new apartment!!!! with Utility warehouse i remember downloading 50GB in one week(my work stuff) with the speed of 2 Megabytes per second!!!! (just what they promise 20 Mbs/s) Thanks to sky for giving me a pleasureable internet with the speed of <3Mbs/s for the next 12 months! very hAppy
14-01-2011 10:47 PM - edited 14-01-2011 10:49 PM
Totally agree with mjg355, it did raise a smile when I read that it is classed as a minor issue, when the number of areas and therefore exchanges, affected is actually quite large!
I don't think this is so much 'throttling' as a complete lack of capacity - I believe we are all syncing with our exchanges at the same speeds and with low pings - it's just that when trying to access that speed, we're all 'bottle-necking' once our connections meet the rest of the Sky network.
I don't think it's any coincidence that these issues started appearing following the roll out of Anytime+ (something I alluded to when first posting on these forums!!!), I do however find it quite staggering to believe that not one person at Sky thought the roll-out of on-demand functionality and access to a large back-catalogue of programmes would not put a strain on the network!
However, I believe we can all take a breath and expect (hopefully) a quick resolution to the problem - as you would think that this issue, now that it has been recognised by Sky, will surely hold-up any further roll-out of Anytime+ to the remaining HD boxes. At present only some boxes have the function enabled - imagine what will happen to the rest of the network if every HD box was suddenly enabled and everyone decided to make use of the back catalogue every night! Hmmmm!
Let's look at the facts:
*There's a big problem with capacity on the network
*Sky have admitted (in part at least) to this and acknowledge that there's a problem
*They have pledged to upgrade the necessary areas - which they are going to have to do as the problem will only get worse, probably causing them a great deal of embarassment after the fanfare rolling out of Anytime+ (imagine if they'd have let customers who are not on Sky BB to have it too!!)
*This upgrade isn't going to be cheap for Sky as I imagine it will entail increasing capacity on much of the old Easynet network - however once upgraded, we're all have access to a nice shiny new high-capacity network - all for the same price!
I know some have been suffering for some time, hopefully it won't take too long for the upgrades to start making a difference! (fingers crossed!)
on 14-01-2011 11:00 PM
If it is Anytime+ that is causing the issue then the sensible thing to do would be to temporarily disable it until the capacity issues are fixed!
But I'm sure that won't happen!
14-01-2011 11:12 PM - edited 14-01-2011 11:14 PM
Again - I totally agree. However that would result in much red-facedness for Sky! Attributing the problem to 'lots of new subscribers' rather than the introduction of the bandwidth hogging Anytime+ is a little - how could I put this....... naive? or do they think their customers are?
Anyways, the only good thing they can don now from a PR point of view is to fix the current problem quickly, and certainly before any further HD boxes are enabled!
on 15-01-2011 09:58 AM
I'm just a bit concerned that this is not a simple/quick thing to fix!
Unless they take the obvious route of disabling anytime+ until they have upgraded the infrastructure.
I can see this dragging on for ages if we all just sit back and play nice with SKY!
Ultimately their main revenue stream is from the TV side.
It would not surprise me if they have added traffic shaping of a sort to prioritise anytime+ packets. Some sort of internal QOS on their network would make sense if they were looking to maintain quality of their VOD service.
To admit any of that would be highly embarrassing.
Call me pessimistic but I can feel the pointy end of a very short stick coming our way for a while yet.