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Community Coordinator
Malcolm-M
Posts: 8,407
Registered: ‎21-10-2010

Re: Slow, every night after 7pm

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:

 

  • Cheshire and North Wales
  • Cumbria
  • Kidbrooke
  • Kent
  • Croydon
  • Leatherhead
  • Crawley
  • East Sussex
  • Stockton (covering Exchanges in Teesside, Durham and Yorkshire)
  • Hertfordshire
Malcolm-M
Community Coordinator
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Occasional Visitor
cheesepervert
Posts: 1
Registered: ‎12-01-2011

Re: Slow, every night after 7pm

saltney, chester 20:48 14/01/2011 exchange:chester south

 

Tracing route to bbc.co.uk [212.58.224.138]
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 [89.200.128.41]
  3   227 ms   223 ms   229 ms  vl194.ar8.hobir.isp.sky.com [89.200.132.122]
  4   233 ms   230 ms   224 ms  212.58.238.189
  5   212 ms   210 ms   209 ms  212.58.238.153
  6   209 ms   207 ms   208 ms  virtual-vip.thdo.bbc.co.uk [212.58.224.138]

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Frequent Contributor
welshviking
Posts: 58
Registered: ‎04-01-2011

Re: Slow, every night after 7pm

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 [90.217.165.190]
  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.
49]
  5   248 ms   263 ms   264 ms  212.58.238.189
  6   263 ms   272 ms   273 ms  212.58.238.129
  7   286 ms   286 ms   280 ms  virtual-vip.thdo.bbc.co.uk [212.58.224.138]

Trace complete.

 

 

 

 

Today 20:533405 kbps (426kB/s)498 kbps (62.3kB/s)Share
Today 19:593434 kbps (429kB/s)361 kbps (45.1kB/s)Share
Today 19:164323 kbps (540kB/s)630 kbps (78.8kB/s)Share
Today 19:073915 kbps (489kB/s)786 kbps (98.3kB/s)Share
Today 19:004088 kbps (511kB/s)811 kbps (101kB/s)Share
Today 18:554790 kbps (599kB/s)671 kbps (83.9kB/s)Share
Today 18:416334 kbps (792kB/s)802 kbps (100kB/s)Share
Today 17:479350 kbps (1.17MB/s)915 kbps (114kB/s)Share
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Frequent Visitor
And+B
Posts: 16
Registered: ‎13-01-2011

Re: Slow, every night after 7pm

Have we all made a official report of a fault, and have an incident number from sky?

 

Exchange                                    Mold

Problem                                     high ping times in evenings, ok during the day

Reported                                    Yes

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.

 

Andy

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Frequent Contributor (Bronze)
Jayhab
Posts: 199
Registered: ‎06-01-2011

Re: Slow, every night after 7pm

And+b, please see post 121 at the top of this page! A widespread fault is now acknowledged by Sky!
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Frequent Visitor
RoystonVasey
Posts: 14
Registered: ‎14-01-2011

Re: Slow, every night after 7pm

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:smileyindifferent:

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Frequent Visitor
And+B
Posts: 16
Registered: ‎13-01-2011

Re: Slow, every night after 7pm

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.

 

Andy

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Occasional Visitor
John+Constance
Posts: 3
Registered: ‎04-01-2011

Re: Slow, every night after 7pm

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

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Regular Visitor
mjg355
Posts: 6
Registered: ‎14-01-2011

Re: Slow, every night after 7pm

[ Edited ]

"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 ?

 

 

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Regular Visitor
mjg355
Posts: 6
Registered: ‎14-01-2011

Re: Slow, every night after 7pm

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

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Occasional Visitor
DrBerk
Posts: 1
Registered: ‎14-01-2011

Re: Slow, every night after 7pm

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

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Frequent Contributor (Bronze)
Jayhab
Posts: 199
Registered: ‎06-01-2011

Re: Slow, every night after 7pm

[ Edited ]

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!)

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Contributor
Coastline
Posts: 32
Registered: ‎14-01-2011

Re: Slow, every night after 7pm

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!

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Frequent Contributor (Bronze)
Jayhab
Posts: 199
Registered: ‎06-01-2011

Re: Slow, every night after 7pm

[ Edited ]

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!

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Contributor
Coastline
Posts: 32
Registered: ‎14-01-2011

Re: Slow, every night after 7pm

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.

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