Cant get past Tier 1 for any help or to escalate

[peterg......]

Any else suffering congestion and packet loss?

For the past two weeks or so, had more than the usual intermitant problems with pages delayed responce, slow loading, timing out or not found.

Checked TBB BQM, latency upto 150+ms and upto 10% packet loss

Checked through previous daily reports and chose this as an example of our problems

Suggestis please, other change provider.

[cookiemonsteruk]

@peterg...... 

Can you retrieve your stats and copy and paste them

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

[peterg......]

Line length 1500m(jdsu), 650m u/g, 850m o/h

FTTC, SR203,  Noise varies 3.6 to 4.4(now)

max dl recorded 26116

[cookiemonsteruk]

@peterg...... 

What is your guaranteed minimum speed?

[jamesn123]

@peterg...... 

Your line is not right at all, the margin shouldnt move that much and your upload is very low for a fibre line which although its not guaranteed usually points to an issue.

Edit: Your also completely missing the middle DS band and the end US bands.

[peterg......]

current problem is not a speed issue,

however, 20 dl (1.2 ul acceptable) was agreed at install

[jamesn123]

@peterg...... 

Doesnt have to be a speed issue. If your line has issues then everything is affected, speed, latency, stability, packet loss etc. Your stats clearly indicate a very poor line. 

[peterg......]

rein/shine nothing detected

no stats for fec or crc

ac balance spot on

attenuation iirc 70+ at cab 63 at nte

[daveNOS]

@peterg...... issues like this require the broadband section big gun, so @mae-3 any chance you can offer some advice?

[mae-3]

@peterg...... 

When at 1.5km the speed is projected at about 21Mbps and you are achieving 26Mbps on the broadband line. The usual reason for excessive latency is that the broadband is overloaded/ saturated during the time with such things as game downloads? I cannot see any saturation with the router stats posted but that doesn't exclude those diagnostics?

[peterg......]

Thanks for joining in.

No gaming, no large repetive file downloading, very little streaming, occasional  facetime , teams, et al, and the usual win 10,  apple ios, libroffice,  updates etc

Generally bb is fine, no problems except occaisionally at the usual really busy times, BUT moreso noticable outwith those times this past couple of weeks. Hence the TBB BQM.

Some history behind these unusual line stats, needless to say BTOR engineers more than happy with test results afte 7 months and multiple tens of visits  to repair various faults and eventually restringing 750+m - 15 spans of dropwire, well its now some advanced  ethernet compatable something or other. (Dont ask, I dont know and they didnt leave any offcuts to analyse) Sky are also happy because they're unlikely to be paying any further £25s missed engineer appointments in the near future.

We digress, back to the original query, sky Tier 1 insists that the problem is the line.... its the wifi... its the..... all obviously from the scripted crib sheets and would not escalate.

Got a path ping result printout whilst this problem was occurring, only the one mind you, but with all the other stats, a knowledgeable tech might identify if the problem is this end or theirs.

Any ideas how to get a sky tech to review the situation?

[Chrisee]

@peterg...... Sky do not have tired support the Sky agents are not engineers they deal with the full range of Sky products. The call system is scipted and relies on diagnostic tests if the computer says no then the fault is not escalated. Most of the teams who take those escalations are not customer facing and it is rare thst the customer has direct contact with them. If you want support from experienced enginerrs you are with the wrong ISP unfortunstely.

What is strange is the really bad period on your second trace is overnight when any contention issues are likely to be minor. It could be s freak result where Sky were undertaking maintenance and using a low capacity routing which happens.

Another possibility jumps to mind is it possible one of your devices has been highjacked and is part of a botnet? Trojans afe common and it can happen to the most knowlegable amongst us and can get throigh internet security suites. A quick scan with an app like Malwarebytes can exclude thst possibility.

Last question what exchange are on? 

[peterg......]

ah ha, I see now why those agents who field the call initially, although not catagorised by a ranking system of their abilities, and who do not comprehend an unusual problem that is not identified in their script, say no.  Erland should have had the foresight to add a +1 to his formula for these type of situations when the computer says no.

Sky bb is as good if not better than a lot of others. As this is an archaic  account, a move or new contract would risk losing the speed guarantee of 20 dl, which has frequently been used as leverage over the years when there has been a problem.The joys of living in the country at the end of a long landline.

Apart from the usual annoying upsell at the end of a call to sky, the , we can save you money, we can give you faster bb, etc..... when you ask for the details the forecast it is in the ballpark 12 to 17 down and a guarantee of 9. Really, do I deliberately want to shoot myself in the foot.

possible, but it is random and intermittent for nearly two weeks and thats just a worst example

nothing is left running unattended at night except iphones

havent run malwarebytes for a while, use spybot anti-beacon and comodo cloud av 24/7

use kaspersky and avg online scans on a roughly once a month routine

might just give all a thorough going over this evening, just to be sure

EMBURTO

[peterg......]

apologies, fat finger moment, thats obviously Erlang, not Erland

[peterg......]

gone quiet, any suggestions