Broadband unstable but only briefly every approx. 30 seconds

[Tilley2s]

For the past 24 hours our broadband connection has been very unstable, briefly seeming to lose speed every 20-30 seconds. We constantly remain connected to the wifi (devices don't appear to lose connection). The best way to describe the problem is when watching live TV on Sky Stream, every 20-30 seconds the stream pauses for a second or two and then continues; sometimes this causes Sky Stream to throw "technical error". When using laptops for video calls every so often the call cuts out because of apparent lack of internet. Sometimes websites can struggle to initially load too.  Our internet speeds and all info on Sky Hub indicates nothing is wrong, as does the Sky Internet WiFI checker.  We have restarted the router with no luck. This is happening on all devices connected to the router, both connected with ethernet and wirelessly.

 

[Chrisee]

@Tilley2s the stats indicate that the connection to the line has been continous since you last rebooted the hub 12 hours before. Short drops such as you describe sound like packet loss. The number one suspect would be wifi interference in your home so one question but if Ethernet devices are also suffering that is unlikely.

Try setting up a Broadband Quality Monitor here https://www.thinkbroadband.com/broadband/monitoring/quality that shouldcshow if there is an issue within Sky's network causing the fault.

[Tilley2s]

Hi @Chrisee , thank you for your response. I've had the monitor running since early this morning, see below screenshot of the data. Is information useful for you?

[cookiemonsteruk]

@Tilley2s 

Check to make sure respond to ping is enabled

[cookiemonsteruk]

@Tilley2s 

And make sure you use your pubic ipv4 address not the longer prefilled ipv6

[Tilley2s]

@cookiemonsteruk thank you for your response. "Respond to ping" has always been ticked. Looks like we have set up the Broadband Monitor with the prefilled longer IPV6 address, i've just updated this to the shorter IPV4 (X.XXX.XXX.XX). I'll leave this running for a while and share the results later.

[Tilley2s]

@cookiemonsteruk  @Chrisee  See below data taken from the last hour. Thoughts?

[Chrisee]

@Tilley2s really need a full days data and a lot depends on what use you are making of the connection. Thinkbroadband have a page dxpkaining how to interpret results but supeficially it does look like something is not right.

[cookiemonsteruk]

@Tilley2s 

Per @Chrisee somethings not right. Over 30% packet loss

@mae-3  any ideas. 30+ % packet loss on an fttp line

[Tilley2s]

See graph below for data over the past 18 hours

[Tilley2s]

@cookiemonsteruk @Chrisee what is the best way for me to escalate this because our internet is currently as good as unusable, especially with working from home 

[Chrisee]

@Tilley2s I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Exactly what is causing the issue beats me hopefully the guys at Sky can figure it out - best of luck.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Tilley2s an invite to chat.

[mae-3]

@Tilley2s & @cookiemonsteruk 

The likely reason is a poor ethernet cable or ethernet connection between the ONT and router. I'd replace the ethernet cable if it hasn't already been done between the ONT and router for a brand new CAT 5E or better, and ensure the cable ethernet cable connects securely to the ONT and router with the plugs.