Packet loss & unstable ping

[daniel+german]

For the past 2 weeks I've been experiencing a lot of consistent and frequent prolonged periods of delayed ping and packet loss with my broadband. I'm currently paying for the best broadband package provided and shouldn't be experiencing such a unpleasnt and completely frustrating time online while playing games. This issue still persists even while being wired with an ethernet directly into the router and I have tried everything recommened online to give me better latency and ping while gaming and nothing has worked towards helping my connection. I'm strongly considering switching providers if this is something I'm going to have to endure for however long this continues, please let me know if there is anything else that can be done. Thank you.

[Chrisee]

@daniel+german there are several potential causes for high latency when gaming but you have excluded the most common which is issues with wifi in your home.

That leaves the following

1) issues with the server you are playing on

2) issues with the Sky hub/router where other users data usage is delaying your game data, note cheap routers like Sky hubs have no QOS settings to prioritise gameing data.

3) A routing issue to the game server 

4) An issue within Sky's network

You appear to be assuming it is 4 which is actually unlikely but is possible but is quite easy to check for by setting up a BQM. The graph produces can also help diagnose congestion at the router which is a more likely cause. Game server issues are common with certain games and the game forums will tell you if it is a known issue. 

[RoggieG51]

Hi there i have been having the exact same issues for last couple months.

I have all Cat 7 wired connections, Sky provided new router and wall socket installed by sky tech.

I get constant packet loss in all games wither xbox series x or Gaming PC. All Wired.

My packet loss is anywhere from 2/9% causing serious issues gaming and unplayable at most.

The sky bloke ive spoke to last time, as ive already put in 4 complaints said they are seemingly allowed up 10% packet loss which i find utterly rediculas. Last time i was with sky BB i had a great connection for the year and a half 76/19 0 issues. This time i get 62/13 nothing changed in house. constant packet loss, dropouts and full disconnections.

According to Ofcoms reports anything above 2% is usually a line degration/fault or ian issue with provider. Sky refuse to do anything so i am currently seeking advice on how to leave early without charge due to service not fit for purpose.

I even played a game whilst engineer was in house which shows packet loss and latency issues in the game. He just shrugged shoulders and said not much i can do..

Shocking from SKY this time around.

[Chrisee]

@RoggieG51 have you proved the packet loss is within Sky's system? A BQM is a useful tool to support thst argument. As said in my answer above it can be a Sky fault but it is pretty rare so you need to exclude all other far more likely possibilities first. The reason for the high limit is broadband systems dont drop packets its normally at the server or home network end i.e not under the ISPs control. 

Sky complaints procedure allows for the issuing of a deadlock letter which means you can take your issue to the independent arbitrator or just wait 8 weeks from the date of your formal complaint see https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

In practice Sky normally do release unhappy customers from contract but are not compelled to. The best way to get that outcome is to be polite but firm. 

[RoggieG51]

@Chrisee 

Hi mate thank you for your input. I have went through all avenues with SKY on rectifying this issue.

I have renewed All cat cables. SKY installed new wall socket and reouter. Engineer was present when i showed hi my packet loss of 3 devices.

Sky ADMIT there is packet loss showing on my line but as usual because they only seem to garuentee the speeds which are fine there not willing to sort out the issue.

I explained to 3 sky tech online/phone that the issue is line quality not speed but it went over there heads. Supposedly one contacted a higher tier and said they reset the DLM on the line but nothing has changed.

I have looked into codes of conduct for isp providers and OFCOMS reports stating that whilst most compaies will have low to 0 packetloss. 2% or above is unnacceptable and will be more likely an issue or fault in the line or at an exchange/cabinet.

A stated above i was with SKY in 2018/2019 for an 18 moth contract. I had a faster line on 76/19 no issues in that time. Line was A+ accross the board in all online tests never an issue. Decided to come back to SKY after a year with VM and my line is shocking to say the least. 63/13 on a good day  minimum garuntee is 36mb/s.

I will look into the link you gave me as i feel SKY are nmot willing to move or rectify this.

Regards Robbie.

[Chrisee]

@RoggieG51 unless the issue is with the Sky backhaul network then if you switch isps to any other using the same line and cabinet then the issue will move with you. 

[RoggieG51]

@Chrisee 

Hi mate yes i understand that. I will prob move back to VM had no issues on that line. 

Just do not understand how nothing has changed on my end same setup same cables from last time yet packet loss daily. 

It does it on both gamning pcs and xbox series x. Changing DNS doesnt help either. Sometimes affects streaming on Prime or netflix but i put that more down to the wifi. distance on one of my TVs.

Cheers anyway for input.