topic Re: Packet Loss on Full Fibre 300 in Broadband

Packet Loss on Full Fibre 300

FreddieX — Sat, 14 Sep 2024 09:22:10 GMT

At the end of August I upgraded my Sky Broadband to Full Fibre 300, prior to that I had circa 145Mbps which worked without issue. Why did I upgrade? Call me greedy, but I often download large game files and I online game occasionally.

Download speeds were as advertised. I perceived no issues for a while except that Prime Video seemed to "glitch" once in a while. I only noticed a big problem when I tried World of Tanks this past week. Every 35 to 40 seconds the ping would go high, as much as 800ms and it would freeze. After a few days of Googling I ran Ping Plotter whith the following results, It did not matter whether it was the BBC, Google UK, CNN.com or World of Tanks, the same packet loss.

Does anyone know how to contact the technical side of Sky to raise this issue, an email address would be fine. I am trying to avoid phoning as I really need to present the data to demonstrate the problem.

I know this issue has been raised before but I could not readily see how the issues were resolved.

Many thanks in advance for any help offered!

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Re: Packet Loss on Full Fibre 300

jamesn123 — Tue, 17 Sep 2024 10:06:05 GMT

@FreddieX

Was the ping plot done on an ethernet connected device? If so was it direct ethernet with nothing inbetween such as a booster, powerline or switch?

Re: Packet Loss on Full Fibre 300

FreddieX — Tue, 17 Sep 2024 10:48:03 GMT

@jamesn123 Thanks for the response.

I was able to run the ping from an ethernet connected laptop and my desktop via wireless. All traces were near identical and showed the same periodic lag. I have since managed to communicate with Sky by asking to cancel my contract(always seems to focus minds!).

I was eventually put through to a technical desk who has started looking into the issue. The annoyance is that it is only really tangible as a problem when using a real time connection like an online game the 300mbs thoughput tends to mask the problem with most other tasks.

I will be out of my cooling off period soon and I need an answer one way or another by Friday so I can cancel the upgraded service, revert to the old ( due to expire) contract and go elsewhere.

My only hope is that, based on other posts, I am not the only one to have experienced the problem.

Whinge over!