Ongoing/unresolved issues

MikeCrosby — Sat, 18 Apr 2026 13:51:58 GMT

I've been trying to resolve and ongoing issue for the last 6 months where sky on a number of occasions have identified a fault on the line but then back track and tell me it's a router issue. I have now had 3 sky routers (inc the one sent to me 2 weeks ago) and have tried google nest and 2 other routers and the same issue arises

I have just ran another 10 minute ping test to 8.8.8.8 and the results show clear instability:

Packet loss: 2.67%
Max latency spike: 1287 ms
Very high jitter (std dev 108 ms)

Although average latency is around 20 ms, the large spikes and packet loss indicate an unstable connection, which is affecting real-world usage (calls, streaming, etc).

This isn’t consistent with a router issue, especially as 6 routers have already been tried. The pattern strongly suggests a fault on the line or external network. When the last router was replaced I was told if this didn't work they would escalate further

Please can this be escalated for a an engineer visit to investigate the connection properly

Re: Ongoing/unresolved issues

GD1 — Sat, 18 Apr 2026 14:06:18 GMT

@MikeCrosby Given the ongoing issues perhaops raising a formal complaint may be the best option to get this resolved https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Ongoing/unresolved issues

MikeCrosby — Sat, 18 Apr 2026 14:50:04 GMT

Yeah, I've done that but was hoping one of the sky guys on here may be able to do it quicker as they said they would if the latest router didn't sort the problem out etc

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Ongoing/unresolved issues

Re: Ongoing/unresolved issues

Re: Ongoing/unresolved issues