Changed to 900 full fibre and Internet been really bad ever since?

[Kg14]

My partners ps5 is constantly losing connection lagging and glitching since we've changed to the 900mpbs full.fibre this needs sorting asap as I expect this to be better never had any problems with bt ever since switching to sky been on going problems with the broadband

[Chrisee]

@Kg14 if other devices arecworking properly then it is likely to be the  WiFi connection to the PS4. Ideally games consoles should use ethernet cables to reduce latency where that is impractical Powerline adapters that use the mains wiring are a second choice. 

If you have to use WiFi make sure the Sky hub is out in tge open and on a surfacexsomit is above obvious obstructions like radiators. If still stuck Sky can supply matched extenders if you buy their WiFi Max package.

[Wayne+Chu]

Did this get sorted out? I had FF900 installed 5 weeks ago and it has been nothing but trouble, Sky maintain the issue is in my home, although the old 55mbps connection was far better. PS5 connected via cable or wifi runs on average at 30ms latency and 14% packet loss making it unusable. Countless calls to Sky and I'm pulling my hair out. So I'm waiting for a response to my latest complaint to push for a deadlock letter to engage with CASIS to end the contract without penalty. 

[JimM1]

@Wayne+Chu Can be anything causing such an issue, the Fibre upgrade you did where was the sky Hub relocated to at this point, if the hub is operating not well due to the move then you can experience all kinds off issues and both you quote will be affected!

[Wayne+Chu]

I'm on my 3rd hub, PingPlotter suggests the issue is external but Sky dismisses this and reject my offer to share the logs. I think I just need to get the service cancelled so I can move to Virgin.

[JimM1]

@Wayne+Chu Sky will reject your ping plotter, what where you pinging, even a BQM run against the sky Hub is usefull but there is a 50/50 chance that the delay's are all inside with response. Copy of a BQM run against my Router with Everything connected, so when the picture clear's for viewing you will see, the picture will show a packet loss as i was setting up the sky Hub back on the connection to do a FW update to it!

BQM with no stopsBQM swapping Hub over!

[Wayne+Chu]

Appeiciate the responses but in itself it doesn't help solve the issue, the image below is from the MySky App. Also even disabling everything in the app for an hour other than my phone do not appear to improve the signal, I truly believe I have exhausted everything I can do, also my home network is no different now to the previous 55mbps connection other than the max hub which I am on the second one. 

[Wayne+Chu]

Was pinging Googles DNS Server 8.8.8.8 

[JimM1]

@Wayne+Chu Got it, so your Max hub is where your old one was previous on the copper connection, sometimes when Fibre ONT get's installed the Hub move is way bad for the working connections! Ihave the FF500 connection and it has never missed a beat now for 14 months!

Try pinging bbc.co.uk -n 600 for a continuous 10 min test then see what the return is like, should be similar to this.... That test was over 1 hour for another OP who was having some issues there end and is my results!

Ping statistics for 2a04:4e42:200::81:
Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 31ms, Average = 14ms

[JimM1]

@Wayne+Chu Does not matter your Service Checker is showing you MAJOR issue with the Fibre to the Home connection, why did sky not look at that!!!! Even a bad cable on the ONT 100Mb/s would be the drop down to! Not using the sky Hub now but when it was on for testing the picure is below when it gets cleared for you to see!

What sky saw back in Mar/Apr time!

[Wayne+Chu]

The ONT cable is the black cable with yellow ends they shipped, plugged into port 4 of the hub - I get asked this during every telephone call. Yesterday's call to them lasted over an hour and 20 minutes and quite frankly the girl I spoke to was rude and dismissive. I've logged 4 complaints, as yet nobody has contacted me - my understanding is, a supervisor or manager should contact me directly. 

I've registered a general complaint with Ofcom, but need to wait either 8 weeks from start of issue (2 and a bit weeks to go) or for Sky to issue a deadlock letter to get CASIS to intervine.