Broadband hiccupping and speed going up and down

[BlackandWhiteCats]

Over the last month or so we've had problems with our broadband hiccuping and knocking us out of teams meetings every few minutes, but it normally clears up after an hour or so  - it's gone crazy again this morning and is driving us mad - I've been doing speed tests and it goes up and down 9.08 being the worst and 51.48 being the best, it doesn't seem to be knocking the router out (stats attached).  I guess I need to call Sky... 

[TimmyBGood]

@BlackandWhiteCats 

A very precise 55000 for inbound with a 'perfect' 20000 for outbound is certainly peculiar.

[BlackandWhiteCats]

I thought that was a bit specific as well as it's the speed Sky tells me I should get on the broadband checker ... 

[Chrisee]

@BlackandWhiteCats definitely looks like there is a line fault the speed has been set to 55Mb/s but the noise margin to achieve that is 7.8dB well above the normal 6dB or lower. The high noise margin does seem to be preventing line drops but you are still getting errors which would explain the issues with loss of video etc. i would report the issue to Sky as the line needs checking and from the attenuation figures should be delivering higher speeds. 

[BlackandWhiteCats]

Many thanks for that; will a normal Sky bod understand this  - the one I was just on a call with (before seeing this) did go off to do some checks, came back and asked me to do a hard (power down) reboot which I can't right now as the rest of the house is trying to work.

I'm running Pings at the moment to see if I can get better evidence of the hiccups, speed seems to have stabalised.

[Chrisee]

@BlackandWhiteCats the diagnostics they run will give them the same information. The reboot is standard to exclude the hub just having a bad day so do do that before calling back.

Only reliable speed tests are those run with nothing else connected apart from a single device over ethernet but as your hub has not disconnected for sometime it has been connected at 55Mb/s.  

[BlackandWhiteCats]

Thanks @Chrisee my personal PC has a direct wired connection I get I won't get a true speed test with everyone else connected but it gives me a relative value which is now c 50 well up from 9 - 12 I was getting earlier in the day.

I idid a reset on the hub at lunch time but noise and other stats are about the same I'll do the hard reboot after everyones stopped working for the day; I did see something about leaving it down for >45 minutes to get a new public IP I guess that might change some routing info but if it's the physical line as you suggest then can't see that'll make much of a difference.   

[BlackandWhiteCats]

Hard reboot made no difference watching streaming is now very frustrating so gonna have to call again.

[BlackandWhiteCats]

Gonna keep updating this thread in case it's of use to others; I spoke to Sky yesterday and they couldn't see any line problems but could see an issue with my hub so had me unplug it for 10 minutes (actually i did for 20) and were going to send some commands down (?) -- they've also booked an engineer for today although I've not had confirmation text I was told I'd get. 

I'm still getting around 1% packet loss which is enough to drop Teams and interupt TV viewing as it seems to come in clusters.  Very frustrating.