topic Re: High packet loss and ping, low upload in Broadband

High packet loss and ping, low upload

SteveBransden — Sun, 23 Jun 2024 09:19:53 GMT

I have been getting very high packet loss (AVG 60) and high ping (300-3000) for the last week, with very low upload (0.3) but when running check my connection on sky it says it's fine? Its started since last Sunday when sky broadband had gone down in the area and not been the same since! I have restarted the modem multiple times and it's not got any better, it's the same on WiFi and ethernet.

Re: High packet loss and ping, low upload

SteveBransden — Sun, 23 Jun 2024 09:35:02 GMT

Trying to play any games or load any websites is extremly fustrating, here are some of the logs from the modem.

having issues uploading sys log text as its saying its spam.

Re: High packet loss and ping, low upload

SteveBransden — Sun, 23 Jun 2024 09:48:09 GMT

As you can see from both images the internet has been terrible since the 18th

Re: High packet loss and ping, low upload

SteveBransden — Mon, 24 Jun 2024 08:58:13 GMT

if there any more logs needed let me know

Re: High packet loss and ping, low upload

jamesn123 — Tue, 25 Jun 2024 10:47:37 GMT

Hi @SteveBransden

There is a clear fault as your upload speed should not be 400kbps on an FTTC line with 30+mbps download. You may want to call to report the fault, however I have escalated your post to chat with a Sky rep, look out for a message on the forum.

Re: High packet loss and ping, low upload

Mr+Flibbles+86 — Tue, 25 Jun 2024 11:33:41 GMT

Thanks for escalating this. We’ve sent an invite to @SteveBransden to chat.

Re: High packet loss and ping, low upload

Lisa-P1987 — Thu, 27 Jun 2024 10:54:54 GMT

We are still looking to help you @SteveBransden . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: High packet loss and ping, low upload

mae-3 — Thu, 27 Jun 2024 11:57:14 GMT

@SteveBransden

Because the speed is so poor and varies a great deal in both directions, I estimate that the fault is near the premises and most likely is overhead cable on a pole is a poor joint, recommend Openreach look at the pole outside the premises. The drop wire from pole maybe damaged beyond repair at pole end and need replacing.