0

This discussion topic is read only Discussion topic: Internet is terrible

Reply
This message was authored by: pudntwink

Internet is terrible

So I joined SKY around a year ago thinking things would have got better over the years and to begin with it was great! over 50 mb  speed. Then some work was being done locally at the junction box and it went off. So I called SKY to see what was going on and the young lad I spoke to was helpful but it flet very scripted and as I've worked in IT for over 25 years it was interesting to sit back and listen. Straight away they needed to book Openreach to fix the problem and he said 3-5 working days, however working from home I now needed to book 2 days holiday at short notice and was compensated a whopping £1.84. He said there was a fault outside of the property on the line. The worst part of all this is when I said I'll need to take time off work he started to explain government rules around covid and I needed to stop him. I work shift night and days and can't expect a whole building to be opened for me and security coming over to check on me every 2 hours on a 12 hour shift.

 

Then when it was finally back on the speed was really low, so I sat back and waited a few days and nothing improved. So I called SKY who then said the 32mb should be 63mb and they would make booking for a SKY engineer to visit. Nothing changed in the 10 days I needed to wait and then before the engineer visit I got a txt saying do you still need an engineer visit........They said this could be because the box on the wall was old but I had the same one before??

 

So the engingeer turned up and he was a nice chat but he didn't know what the problem was so I had to explain it all again. He did the tests and said it's at 52mb now but I was checking on various sites which I have used before and it was between 38-44mb (44bm being the lowest it can go for the guarentee).  He said you have a long phone cable (the same one I was using before 3 metres) woorked fine before?? In the router settings SKY say is the actual speed and not to look at web based tests as this is what I'm getting. However when you log into the router it always says > Line Rate - Downstream (Kbps):50883 (in maintenance) I have checked this several times now and it's the same ?? should it move at all ??

 

So the question is where do I go from here ? I had a constant 52-54mb it went off no fault of my own and now I need to believe the lies and put up with 32-45mb depending on what it wants to do (nothing else is running on it). I have an 18 month contract running with around 6 months left, is it worth paying £120 a month for this service?!?!?

 

On top of this when I setup the TV/broadband and sim they created two accounts one which is my main account and one empty account. This means I can't go onto the website or use the app on my phone as it keeps popping up with... 

Oh no, there seems to be a problem

We're working on it... We are currently unable to continue and apologise for any inconvenience caused.
or

Unfortunately we can't process your request online right now

 

Please try again later or alternatively view the status of your account.

 

As it's been a year I don't believe they are working on it and YES there is a problem....

 
I have logged this with SKY several times now and still have a rogue account messing everything up so I can't use them. I can't view any deals or even if I wanted to I can't upgrade anything. 
Locked

This discussion has been locked

Sorry, you can't reply to this discussion as it's been locked by our Community Managers.

Reply

All Replies

Avatar for pudntwink
Level 2 icon
Topic Author
This message was authored by: pudntwink

Re: Internet is terrible

Sorry I didn't check for spelling mistakes I spotted a few after and couldn't edit them out.

This message was authored by: HHHT

Re: Internet is terrible

ha you're lucky, i get 200kbps im meant to be getting 20mbps

This message was authored by: Chrisee

Re: Internet is terrible

Posted by a Superuser, not a Sky employee. Find out more

@pudntwink Your history is not unusual but to advise Please post your hub's connection statiistics Find your Sky Broadband router statistics

 

 

 

 

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Avatar for pudntwink
Level 2 icon
Topic Author
This message was authored by: pudntwink

Re: Internet is terrible

pudntwink_0-1629906640095.png

 

Avatar for pudntwink
Level 2 icon
Topic Author
This message was authored by: pudntwink

Re: Internet is terrible

I tried pasting in multiple formats nothing works, I can't edit anything or change my name.

This message was authored by: cookiemonsteruk

Re: Internet is terrible

Posted by a Superuser, not a Sky employee. Find out more

@pudntwink 

 

The image needs to be moderated

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 55 inch uhd tv, with Dolbyvision, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
This message was authored by: JPR007

Re: Internet is terrible


@pudntwink wrote:

pudntwink_0-1629906640095.png

 


@pudntwink Your stats show your line is synced at just a shade under 51Mb, no obvious issues and is about right for your line length. Noise margins are all good so there is no indication of a line fault, which would be raised if there was (Downstream target depending on your street cabinet is either 3dB or 6dB, and upstream is 6dB). 

 

Are you getting your speeds from a 3rd party speed tester, and how often over WiFi connected devices? With that line sync speed and running a 3rd party test via an ethernet connection you should expect between 45-48Mb.

----------------------------------------------------------------------------------------------------------------------------------------------
Zen Superfast (FTTC), Fritzbox 7530, Sky Q 2TB UHD v3 (x1), Sky Q Mini (x2), Alienware Area 51-M, Panasonic TX-65HZ1000B, Denon AVR-X6300H, B&W CM8 S2, B&W CM1 S2 (x2), B&W CM Centre S2, REL S3 SHO (x2), Panasonic TX-P42G30B, Monitor Audio RS6, Marantz PM7001 KI, Denon HEOS 1 HS2 (x2), B&W P7, iPad Pro 12.9" (5th Gen), iPhone 14 Pro Max, iPad Mini 6 (work)

** No - I have nothing to do with Sky **
Avatar for pudntwink
Level 2 icon
Topic Author
This message was authored by: pudntwink

Re: Internet is terrible

So without going deep into this and thank you for looking. 

 

Nothing has changed my end regardless of whats connected or being used it has been the same for a year until the fault occured. I have been working in IT for over 25 years and although I'm not a BT expert I'm pretty good at knowing if something is wrong or not how it should be.

 

When the engineer came he called his support guys and said "can you turn it up a bit" the response from their support team was like they caould be just didn't want too. My SKY App is not functioning again even if it's just the broanband part. This shows my speed as a solid over 50mb for the last year and the drops in service. At the end of the day like I said nothing has changed except my speed.

 

I could for example put the router way back in the corner by the BT box and remove the phone cable and use a cat 5 cable which would give me another 1mb if I'm lucky. But my wireless would then not be as good so Ill be robbing Peter to pay Paul. 

 

pudntwink_0-1629924674585.png

Again below what's expected on the test I have just done and they guarentee 43.8 or is it 44mb. I have used various testers and they all come up around the same.

This message was authored by: JPR007

Re: Internet is terrible

@pudntwink You have run that Speedtest over WiFi though, and it's a 3rd party one, though one of the most well known and has high capacity servers. With those line stats that's pretty good performance for WiFi in the real world, with a small amount of jitter. 

The speed of the connection can't be accurately determined by testing on a WiFi connected device, because the ISP has no control of the airspace (wifi is RF signals after all) between the router and your wireless device. It will always be a fair percentage slower. 
The Sky app reports the sync speed from your router stats, it doesn't test the speed to your end device, and it seems like you're getting the two confused. The sync speed is what any ISP, not just Sky is liable for, and reports in marketing.

 

If it's correct in that Sky have guaranteed you 43.8Mb, you are "connected" at 50.8Mb, so they are well within what they are contractually obliged to meet. The MySky app can tell you the minimum guaranteed speed if you are unsure. 

Do you have a laptop or something you can connect via an Ethernet cable? If you do, try running that test again on that, and you should see speeds that i mentioned before. 
If that still returns a speed similar or slower to the WiFi, then there could be a contention issue with capacity at your street cabinet or the back haul to the exchange, which is not unknown but is rare. 

----------------------------------------------------------------------------------------------------------------------------------------------
Zen Superfast (FTTC), Fritzbox 7530, Sky Q 2TB UHD v3 (x1), Sky Q Mini (x2), Alienware Area 51-M, Panasonic TX-65HZ1000B, Denon AVR-X6300H, B&W CM8 S2, B&W CM1 S2 (x2), B&W CM Centre S2, REL S3 SHO (x2), Panasonic TX-P42G30B, Monitor Audio RS6, Marantz PM7001 KI, Denon HEOS 1 HS2 (x2), B&W P7, iPad Pro 12.9" (5th Gen), iPhone 14 Pro Max, iPad Mini 6 (work)

** No - I have nothing to do with Sky **
This message was authored by: Chrisee

Re: Internet is terrible

Posted by a Superuser, not a Sky employee. Find out more

@pudntwink agree with @JPR007 your stats look fine and are well above the guaranteed minmum for your line. You therefore appear to be getting what you pay for.   

While your network has not changed the wireless environment may well have changed. You neighbour's wifi networks, your own electrical devices and atmospheric conditions can all affect wifi which is why most IT pros are pretty sceptical about using wifi. Dinosaurs like myself still prefer cables especially whenever trying anything that is sensitive to jitter like streaming video or gaming..

 

Sky and Openreach can only control the service as far as the hub. If you read any "Wifi Guarantees" that ISP offer you will find get outs you can drive a bus through in Sky's case its a minimum of 3Mb/s which you massively exceed.

 

The other factor that is easy to overlook is many devices use bandwidth in the background to update and do house keeping while not in use which of course impacts on speedtests. Honestly unless the wifi speeds are impacting on apps you need to run don't worry over much.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Avatar for pudntwink
Level 2 icon
Topic Author
This message was authored by: pudntwink

Re: Internet is terrible

My SKY router says the same speed constantly and I'm saying is this right because it doesn't move....ever.  Am I being '**bleep**' into what they reakon it is? I said I checked my speeds on various sites and it's below or around 44. If what you guys are saying is correct then that's fine but why are all the trusted speed tests telling me differen't ? It says India on my car tyres but it doesn't mean they are going there! 

Avatar for pudntwink
Level 2 icon
Topic Author
This message was authored by: pudntwink

Re: Internet is terrible

Should this ever move ? I've been on 50883 everytime I check ?

Modem StatusConnected
Traffic Type:PTM
Line Rate - Upstream (Kbps):7662
Line Rate - Downstream (Kbps):50883
This message was authored by: cookiemonsteruk

Re: Internet is terrible

Posted by a Superuser, not a Sky employee. Find out more

@pudntwink 

 

Your noise margin of 3.1db is as low as it gets so the only time it will change is when theres a line fault and your speed decreases to stabilise the line. In other words your downstream is as fast as it can be

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 55 inch uhd tv, with Dolbyvision, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
This message was authored by: JPR007

Re: Internet is terrible


@pudntwink wrote:

My SKY router says the same speed constantly and I'm saying is this right because it doesn't move....ever.  Am I being '**bleep**' into what they reakon it is? I said I checked my speeds on various sites and it's below or around 44. If what you guys are saying is correct then that's fine but why are all the trusted speed tests telling me differen't ? It says India on my car tyres but it doesn't mean they are going there! 


@pudntwink The connection can sometimes stay up for weeks at a time. Before my router updated its firmware two days ago, i had an uptime of nearly 500 hours, with no line drops, all connections showing near 500hrs uptime.

 

Every so often it can drop and collect a new IP address from the pool, but even then it can hold the same sync figures, or sometimes there can be variation by a few 100kb. 

 

As for the speed differences, lets clear some confusion up here....as there are different speeds that you get from the same figures, and different tests show different things.

 

1) Line Sync Rate - This is the connection stats that you have posted already, from the router. This is the speed that your quoted download speed is from the ISP, in this case, Sky. 

The "guaranteed minimum download" speed is the bottom limit that this sync rate can be.

If it is below this, you have to give Sky a reasonable chance to do something about it, usually involving Openreach, as the physical line to your address is there property, not Sky's. 

You have already said that yours is 43Mb. Your connection is synced at just under 51Mb, so there is nothing wrong with your connection, and it is well within what Sky said they could deliver to you.

The speed in the MySky app is just a rounded figure of the router stats, so it will show 50Mb if the sync rate is between 50001-50999Kb. If your connection sync rate changed from 50888kb to 50243kb, it would still report 50Mb.

 

** Note - this is not the same speed that the "speed tests" report - that is known at "throughput".

 

2) So called "independent speed tests" - These are not so much "independent", they are a company that makes money from advertising on there websites, that you use to run a speedtest. Of course they won't say that there is actually nothing wrong with your connection, as they want you to keep coming back and using there sites....

What they do not tell you, is what they are actually measuring, which is the "throughput" speed to the end device you are running the test on, as i mentioned above. 

Due to the way that computers and the associated networks operate, this is ALWAYS lower than the "Sync speed", with overheads that reduce it by between 6-8% of the sync rate, but only when using an ethernet cable, WiFi will always be slower again.

 

3) Effects of connection type: WiFi vs Ethernet - Here is the constant thorn in everyones lives these days, but it is a relality, that has really come home to roost since the events of the last 18 months.

 

To achieve the "throughput" speeds, with just the 6-8% reduction i mentioned above, you have to use an ethernet cable. Even in near perfect conditions, WiFi can't match the performance of a cable. This is due to physics, and the way the connections operate. 

WiFi is affected by all sorts of things, and yes it sounds like the old "leaves on the line" syndrome, but sadly it is true. WiFi is simply RF signals transmitted by your router, that your device picks up. There are so many things, most commonly other networks on the same bit of airspace, that cause interference and cause disruption to the signal. 

WiFi is also limited in its capacity, as the more devices you connect, the slower and slower it gets. Only one device can transmit and recieve at once, so all the others have to listen and wait for the airwaves to be clear. The only exception to this is the new WiFi 6 standard which will change this.

It is also referred to as a "half duplex" connection. 

 

Ethernet cables on the other hand, are what is called a "duplex" connection, so multiple devices can transmit and recieve down the same cable at the same time, providing further stability and capacity. They are also impervious to all mish mash of data that happens over the airwaves, hence they are far more stable and reliable. 

 

To add further, WiFi introduces the phenomenon known as "jitter", which is shown in the speedtests you've run. This is where the data all arrives at your device, but it is all out of order and jumbled up compared to when it left the router. The higher the jitter, the more a mess the data is in. This frequently causes dropouts, freezing, and pixelation among other things when using things such as gaming, video calling, or streaming services. An Ethernet connection does not suffer from this, helping to preserve the data throughput and reliability. 

 

So to sum up, you have 3 different readings in anyones setup:

 

Sync rate - xxxxx kb

 

Ethernet/cabled throughput speed - 6-8% reduction of the sync rate figure

 

WiFi throughput speed - In optimum conditions, and a quiet network, usually between 10-20% loss vs the sync rate. Can drop down to next to useless speeds of Kb in the worst conditions. This correlates to the figures you are getting. 

 

The figures you are getting on your speedtest results are about right, and show your WiFi is performing well. There is nothing wrong with your connection. 

As I said in an earlier post, connect a device via ethernet, and run the ookla speedtest again, and you should see a speed of between 46-48Mb.

 

 

----------------------------------------------------------------------------------------------------------------------------------------------
Zen Superfast (FTTC), Fritzbox 7530, Sky Q 2TB UHD v3 (x1), Sky Q Mini (x2), Alienware Area 51-M, Panasonic TX-65HZ1000B, Denon AVR-X6300H, B&W CM8 S2, B&W CM1 S2 (x2), B&W CM Centre S2, REL S3 SHO (x2), Panasonic TX-P42G30B, Monitor Audio RS6, Marantz PM7001 KI, Denon HEOS 1 HS2 (x2), B&W P7, iPad Pro 12.9" (5th Gen), iPhone 14 Pro Max, iPad Mini 6 (work)

** No - I have nothing to do with Sky **
Locked

This discussion has been locked

Sorry, you can't reply to this discussion as it's been locked by our Community Managers.

Reply