topic Re: Internet connection appauling in Archive

Internet connection appauling

draig123 — Tue, 31 Aug 2021 13:14:54 GMT

Moved house. Having big problems with both WiFi and Broadband. Everyone of us trying to access the internet keep getting error messages with pages timing out due to it taking too long to connect.

Does this using broadband/ wifi.

I am using my laptop, with it plugged directly into the Hub and it is slow and times out.

My son cannot connect his Playstation via WiFi or with it plugged directly into the Hub, constantly times out.

Re: Internet connection appauling

cookiemonsteruk — Tue, 31 Aug 2021 13:17:24 GMT

@draig123

Can you post your router stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 13:24:18 GMT

Will see how it goes over next 24 hours ...

Re: Internet connection appauling

TimmyBGood — Tue, 31 Aug 2021 13:27:55 GMT

@draig123 wrote:

Moved house. Having big problems with both WiFi and Broadband.

You are now on a completely different cabled connection to the outside world than the one in your previous property, and it would only be by coincidence if speeds were the same. If you are on FTTC and the new address is further from its fibre cabinet than the old one was to its source, the connection will inevitably be slower. In addition, if there were any pre-existing line faults affecting a different ISP, you have now inherited them.

Re: Internet connection appauling

cookiemonsteruk — Tue, 31 Aug 2021 13:27:27 GMT

@TimmyBGood

Forgot about that.

@draig123

Your stats will indicate your current distance from your new cabinet any possible issues

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 13:28:15 GMT

Been on with Sky help team, they say because the phone line hasn't been fully activated yet, this can be causing issues with the Broadband connection. To see if it's resolved tomorrow morning...

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 13:30:16 GMT

Status of your broadband and WiFi network Broadband Connected

WiFi Enabled WiFi Network Name (SSID) SKYA77MT

WiFi Network Visible Yes

Current WiFi Channel 11 (2.4 GHz), 36 (5 GHz)

WiFi Encryption WPA2-PSK

We are 2.4 miles from the exchange.

Re: Internet connection appauling

cookiemonsteruk — Tue, 31 Aug 2021 13:30:59 GMT

@draig123

When were you activated?

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 13:31:41 GMT

HI, we have moved to an address that has faster broadband speeds than before. We about 2.4 miles from the exchange. Sky saying to wait 24 hours for the telephone line to be completed by BT Openreach which will be affecting the speed and operability of the Broadband

Re: Internet connection appauling

cookiemonsteruk — Tue, 31 Aug 2021 13:32:25 GMT

@draig123

You would need to go to maintenance and click show statistics at the bottom

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 13:35:13 GMT

Can't login to Maintenance..

Re: Internet connection appauling

cookiemonsteruk — Tue, 31 Aug 2021 13:38:59 GMT

@draig123

What stage ?

Type 192.168.0.1 into address bar

Go to maintenance

Depending on router

Username admin

Password sky or wifi password. These are on a label on the hub

Re: Internet connection appauling

TimmyBGood — Tue, 31 Aug 2021 13:47:28 GMT

@draig123 wrote:

We about 2.4 miles from the exchange.

Hopefully not anything like that far from the fibre cabinet though: at 3800 metres the expected inbound speed for FTTC is very low indeed.

Re: Internet connection appauling

JPR007 — Tue, 31 Aug 2021 14:52:10 GMT

@draig123 Who told you that you'd get faster speeds, and what have you been guaranteed?

With FTTC it is the street cabinet distance to your property rather than the exchange distance though, as the link between the exchange to the street cabinet is replaced with fibre cable on this connection type. If you are a long distance from your street cabinet (which your router stats will give an estimate of), then it's highly unlikely you'll be getting lightning fast speeds.

If you've only very recently been bought online, it takes up to two weeks for the line to settle down.

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 15:54:26 GMT

Means nothing to me, here are statistics..

Re: Internet connection appauling

cookiemonsteruk — Tue, 31 Aug 2021 15:57:18 GMT

@draig123

The image will need to be moderated before we see it

Re: Internet connection appauling

draig123 — Tue, 31 Aug 2021 15:57:27 GMT

Router Statistics
System Up Time: 29:56:23
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN WANoE 14478264 50619726 0 236545 16800741 29:54:51
LAN Down 0 0 0 0 0 00:00:00
WLAN (2.4 GHz) Up 2071496 142391 0 44600 4888 29:55:02
WLAN (5 GHz) Up 97811795 14718433 0 0 247779 29:55:02
Broadband Link Downstream Upstream
Connection Speed 0 kbps 0 kbps

Re: Internet connection appauling

GD1 — Tue, 31 Aug 2021 15:59:04 GMT

@draig123 We can also see that you connect solely via wifi, no ethernet connection at all. If your running speedtest you need to do them over ethernet devices as wifi is going to be the slowest part of your setup, especially 2.4ghz.

Re: Internet connection appauling

TimmyBGood — Tue, 31 Aug 2021 16:23:21 GMT

@draig123

Broadband Link Downstream Upstream
Connection Speed 0 kbps 0 kbps

OK: either that's FTTP, or it's distinctly broken.

How does the connection arrive at the address?

What is the Hub plugged into at the wall?

(Photographs would be useful)

Did you arrange a Home Move with Sky?

Has your notified activation date arrived?