topic Re: High Latency / Poor Stability but Sky business support says the line is good. in Broadband

High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Thu, 30 Jan 2025 16:25:03 GMT

Hi there

Having problems with files taking ages to upload..

When I run a test on fast.com i get the correct upload and download speeds available to me but upload latency is 550ms

I have changed my router but that doesnt help. Turned off the wifi so its just the cable connection to pc and nothing else using the router.

I have chnaged the cable and have also connected with my laptop from a different available broadband connection onestream and the latency is 104 but connecting to the sky wifi from my laptop it reads 550 still

I have factory resetted bith the routers that i have

Any ideas please?

thanks

Re: High Latency / Poor Stability but Sky business support says the line is good.

jamesn123 — Thu, 30 Jan 2025 16:46:57 GMT

@TimmersJT

Without using a router that has QoS your download & upload latency will always be inflated, especially upload. Its perfectly normal for that latency to be high with Sky's hub.

What upload & download speeds do you get?

What file size are you trying to upload?

Where are you trying to upload it to?

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Thu, 30 Jan 2025 17:02:17 GMT

Thanks for replying

53 Mbps download

9.1 Mbps upload

Unloaded latency 7ms

Loaded latency 516ms

Files are only 120Mb

cheers

Re: High Latency / Poor Stability but Sky business support says the line is good.

jamesn123 — Thu, 30 Jan 2025 17:04:45 GMT

@TimmersJT

And how long of upload times are you seeing?

What service are you uploading to?

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Thu, 30 Jan 2025 18:01:54 GMT

Not entirely sure. Might be a server in Denmark or it could be the UK

10 mins or longer for a 120Mb file

Re: High Latency / Poor Stability but Sky business support says the line is good.

Tori6 — Thu, 30 Jan 2025 18:52:56 GMT

I have been on the phone to Sky back and forward the last week with similar problem. I want a decent enough connection for reliable VOIP as I want to get a VOIP deskphone. The VOIP phone company tells me I need a latency of below 150 in all aspects (upload and download) and a jitter of below 30. Having tried various suggestions from both sky and the voip company, I am no better off. I have a very good signal for general internet use. Sky advised me to upgrade from Ultrafast 1 Full Fibre (as it was 'legacy') to Ultrafast 150. They say wait for 24 hours for this to take effect but I don't hold out much hope. A little research tells me that in order to have a good reliable VOIP service, the router needs to feature Qos (Quality of Service) and also the ability to prioritise voice calls over all else. Apparently Sky's hub has neither of these. It would have been useful if I was told this right at the beginning before wasting hours of precious time.

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Fri, 31 Jan 2025 06:31:13 GMT

I think that as long as the test that sky does on the line reports no error typically showing the speeds required there is nothing I can do to get an open reach engineer out.
I get the 520ms latency with sky.
in my unit next door with a different provider I don't!
with the pc in question connected to the WiFi next door I don't get an issue.
Must be something on the line into my property?

Re: High Latency / Poor Stability but Sky business support says the line is good.

Chrisee — Fri, 31 Jan 2025 07:47:16 GMT

@TimmersJT there is no guarantee on latency from Sky or more importantly Openreach. Depending on your connection Openreach can use interleaving as part of its Digital Line Management system to maximise stability. This is frustrating for gamers as it can add 20ms to latency but 500ms does sound extreme. There is no QOS with Sky hubs so if your connection has other apps running at the time that could be a factor.

However I have never heard of a line adding that level of a delay. @mae-3 any ideas?

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Fri, 31 Jan 2025 08:15:46 GMT

@Chrisee

thanks for your reply. Nothing else running.
box restarted and a speed test run.
👍

nothing else using the connection.
all turned off.
WiFi turned off on router

🙏

Re: High Latency / Poor Stability but Sky business support says the line is good.

Chrisee — Fri, 31 Jan 2025 08:22:46 GMT

@TimmersJT sorry but if you are using ethernet it is likely to be an external factor if you have a black Sky hub you can set up a Thinkbroadband.com Broadband Quality Monitor see https://www.thinkbroadband.com/broadband/monitoring/quality which may show an issue which might persuade Sky to look further if it shows a line issue but no guarantees. The BQM server sits in the London Internet Exchange so effectively tests the Sky network and the Openreach connection to your hub..

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Fri, 31 Jan 2025 08:57:25 GMT

@Chrisee

do you think it's better to set up the monitoring when I have nothing going on in the business or will the issue be picked up enough just to run it when I have nothing going on here?
it will still be exhibited as soon as I turn the pc on with nothing else

I guess I mean how much data do they need?

🙄

One sentence instead of loads of waffle

that was easier. 😂

Re: High Latency / Poor Stability but Sky business support says the line is good.

Chrisee — Fri, 31 Jan 2025 09:56:06 GMT

@TimmersJT The monitor works by regularly pinging the hub and recording the time it runs 24/7 and plots the results on a graph which then shows how the line is performing over time - its all explained in the help pages.

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Fri, 31 Jan 2025 09:56:50 GMT

Ok. Great. Thank you again. 👍

Re: High Latency / Poor Stability but Sky business support says the line is good.

mae-3 — Fri, 31 Jan 2025 10:30:40 GMT

@TimmersJT

ICMP latency isn't a real indicator of the actual latency for all traffic some traffic will be prioritised depending on its shape.

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Fri, 31 Jan 2025 10:37:12 GMT

Nothing happening on the PC. It is on. That's all. Nothing in the background.

Re: High Latency / Poor Stability but Sky business support says the line is good.

mae-3 — Fri, 31 Jan 2025 10:47:30 GMT

@TimmersJT

AI has analysed the broadband line, and there doesn't seem to be a fault with Sky systems but it does occasionally misdiagnose.

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Sat, 01 Feb 2025 12:09:41 GMT

So I set up monitoring with thinkbroadband this morning and this is what I have so far. I guess the large red dropped packets is pretty bad! 😂

Re: High Latency / Poor Stability but Sky business support says the line is good.

Chrisee — Sat, 01 Feb 2025 12:49:00 GMT

@TimmersJT looks lime you used the IP6 address for the monitor try changing it tothe. iP4 address Sky havecassigned your hub.

Re: High Latency / Poor Stability but Sky business support says the line is good.

TimmersJT — Sat, 01 Feb 2025 12:54:24 GMT

@Chrisee

Thanks for spotting that.
Do you mean 192.168.0.1 that I use to access the admin pages?
if not how do I find it please?
if I open a cmd window

with ipconfig /all will it be in there?

Re: High Latency / Poor Stability but Sky business support says the line is good.

Chrisee — Sat, 01 Feb 2025 12:57:00 GMT

@TimmersJT you need the public IP address Sky has assigned use this site https://www.whatismyip.com to find it.