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Discussion topic: Connection Issues after upgrading to full fibre

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This message was authored by: jadeyb23

Connection Issues after upgrading to full fibre

We upgraded to Sky full fibre at the end of December with high hopes of better speeds across our devices. 
To paint an accurate picture, our house is of newish construction, no convoluted layout and our previous sky broadband setup whilst speeds were not amazing had very little connectivity interruption or issues. WiFi has always been stable and max signal across the property without a booster. 
since the upgrade to full fibre, we are getting huge fluctuations in speed, but the average is around 70mb/s massively below the guaranteed. We're getting dropouts hourly and signal is very hit and miss, due to the constant drop in connectivity. 
we've been through multiple troubleshooting steps and I have also been sent a WiFi booster (which suprise suprise drops connectivity multiple times a day due to the entire line drop outs and does nothing) and also a new router. 
im not seeing any improvement with either new pieces of equipment. 
I have tried resetting the openrach installation box and have consistently rubbish connectivity to WiFi devices, even those sitting 1m from the router itself. 
Sky are being very unhelpful and consistently say it could be a booster even though I have evidence to show my speeds and connection seconds and minutes apart to the hub are hugely different. 
I work at home as a technology director so as you can imagine this is a nightmare as I need to be on teams calls all day and also frustrating given my job. 
support or guidance here would be amazing!

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This message was authored by: jadeyb23

Re: Connection Issues after upgrading to full fibre

It's also worth noting it is impacting my mini boxes and connectivity to the main sky Q hub / which sits 3m from the router in the same room (unobstructed).

This message was authored by: Chrisee

Re: Connection Issues after upgrading to full fibre

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

@jadeyb23 even if your home is modern it doesnt mean it hasn't got wifi issues a thin layer of foil on insulation board blocks wifi signals as well as a foot thick stone wall. You are misunderstanding what the speed guarantee covers which is the speed to the hub not the speed over wifi to devices. If you have bought the WiFi Max addition-on the guarantee for faster full fibre connections is 25Mb/s in every roomotherwise it is 3Mb/s.


Can you tell us what colour hub you have and how many Sky Q boxes you have? It sounds like you previously had a black Sky hub, a main Sky Q box and at lesst one Q mini all of which acted as WiFi hot spots. The newer white hub cannot use the Q boxes as hotspots which could explain the loss of WiFi coverage.. You mention a booster unless thst is the matched booster pods thst match the white hub it wont help,with WiFi for your devices but can help connect the Q minis to the main Q box.

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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
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This message was authored by: jadeyb23

Re: Connection Issues after upgrading to full fibre

I'm not misinterpreting or mis stating thank you, the speed to my hub is below the minimum guaranteed, by guarantee is 150, I'm getting typically 60-70mbs at peak times, - my WiFi is completely losing connection not low speeds due to my fibre to my hub cutting out completely - for example I had 37 drop outs that I was aware of (these are complete drop outs with absolutely no network connectivity to the hub at those times for a few seconds). 
I have a white sky max hub  that has been replaced twice and also the new sky white pod booster which was supplied by sky . I also have ski max WiFi guarantee that I pay for. 
this was NEVER an issue when I was on standard broadband and the devices are in the exact same place. 
I have 4 mini boxes and sky Q also which I already understand cannot act as WiFi boosters - the house has no issue with WiFi connectivity as we have previously had a reduced number of sky mini boxes with zero issues. The connectivity drops even if you are right next to the hub.

  

This message was authored by: Chrisee

Re: Connection Issues after upgrading to full fibre

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

@jadeyb23 allI can suggest is formally complaining yo Sky see How to make a Sky complaint | Sky Help | Sky.com

the speed guarantee for WiFi if you havebought the WiFi Max product is 25Mb/s in every room. Sky are likely tonrelease you from contract if they cannot deliver the servicecthey guarantee.

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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
This message was authored by: Robinson1985

Re: Connection Issues after upgrading to full fibre

Really useful thread, we have had a similar experience since upgrading our speed, already on full fibre, previously with Sky for 10 years and previously really stable service across all devices throughout the house. 

 

After multiple troubleshootings, including an engineer visit, several phone calls and two replacement routers, we still don't have the same stable connection we previously had at supposedly slower speeds. 

 

I think we're looking towards a formal complaint as the service is simply not good enough currently. I hope you get sorted too OP, but if anyone knows what might improve the situation I'm all ears. 

This message was authored by: Alibongo54

Re: Connection Issues after upgrading to full fibre

I know its several months later,  im tearing my hair out with full fibre  its not fit for purpose!

 

My download speed is fine, my upload speed is 0 and the hub is more off line than on line.

 

Sky constantly say nothing wrong, replaced hub, send engineers and still I can't work from home!

 

 

This message was authored by: JimM1

Re: Connection Issues after upgrading to full fibre

@Alibongo54 Are you sure the upload is zero, if it is you would have NO download at all system would fall over first packet sent!

 

Run the test below and capture post the results back.

 

https://speed.cloudflare.com/

 

Also this and link the result.

 

https://www.thinkbroadband.com/speedtest

 

This message was authored by: Alibongo54

Re: Connection Issues after upgrading to full fibre

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This message was authored by: Alibongo54

Re: Connection Issues after upgrading to full fibre

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This message was authored by: Alibongo54

Re: Connection Issues after upgrading to full fibre

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This message was authored by: JimM1

Re: Connection Issues after upgrading to full fibre

@Alibongo54 From you test's i see that you have connected as a wifi6 connection, so you must have the white sky Max hub. Do you have any device that can Ethernet connect to the Max hub and test to eliminate if it is the device you are using that does not upload, consistant low upload speed and latency. Also what package speed wise are you on from sky if you happen to know that also, if fttc copper connection on a straight VDSL it would be at 80/20 split!

 

Had to jump to your other post so see now you are on a FF Full fibre connection is that right as you say you have a ONT from the other post, but again what package are you on with that connection! You should also have the Max hub connected Port 4 WAN to the ONT Lan, and the VDSL cable removed as the OR Master socket is now defunct!

This message was authored by: Alibongo54

Re: Connection Issues after upgrading to full fibre

Full fibre, sky max hub ( even hive can't believe I've got that hub but they sent it!)

 

Package  Full fibre 75

 

 Max hub is connected Port 4 WAN to the ONT Lan, and no VDSL cable as sky engineer installed all that in July...  issues only started recently and seperate flat above has same issue, not sure on her package.

This message was authored by: JimM1

Re: Connection Issues after upgrading to full fibre

@Alibongo54 Ok, not sure with the FF75 sky package, but OR have it explained and set as a 80/30 so going to go with those figures off the 80Mb/s down with a 30Mb/s up speed, and that is not a fast ratio, the sky Max hub is just not very user friendly as it is well clamped down to stop people messing with it, and do you have any way to Ethernet test the connection to eliminate if it is a possible wireless issue.

 

When testing because Everything is a share on the sky Hubs, the way is all wireless devices off, and one Ethernet test for the connection, a few different test's run against a few speed programs, as they all don't get it right... Your download is spot on virtually every time, so it is just the upload that is going way off. But OR split the Fibre ratio like copper so there is only just so much up bandwidth to be used. That can generally be spotted with peak/off peak times etc, were all off a sudden the 80/30 is no problem to get!

This message was authored by: JimM1

Re: Connection Issues after upgrading to full fibre

@Alibongo54 So on my FF500 feed i hit 500/70 virtually every time unless i bump against peak times! Here below is the official OR blurb...

 

1. FTTP is a contended service, up to 32 users can be sharing the 2.5Gb backhaul, so you can never expect the full speed all the time, you may get 900mb when there are fewer people using it. I expect that you are sharing the backhaul with many users. If everyone was using it fully, you may only get 78mbs. Its called statistical multiplexing, which relies on the fact that all users are not utilising their connection fully, all of the time.

BT quote up to 900mb, so you are likely to get much less than that during peak times.

Speed tests pass very little data, so normally give a much higher speed.

 

2. The max OR connect to a splitter is 30 ( 32 is the splitter maximum but policy is 30 ) not every CBT port provided is likely to have a customer using it , so unless on a ‘new site’ that has no alternatives to OR FTTP the actual number on a splitter is likely to be way less , OR currently have about a 30% take up, so maybe 10 users per splitter , plus the majority don’t take 900Mb but slower profiles , and the chances of those ‘on line ‘ at any one time all and doing something intensive, rather than browsing / Netflix that may be consuming less than 30-100Mb , is slim , that’s why there is a 700Mb minimum speed guarantee on 900Mb …..the 2.4Gb will be plenty ,you would have to be incredibly unlucky to have any consistent congestion.

If you suspect PON congestion, try at a time when there won’t be much activity, late evening or early morning .


Although you have tried somethings to ‘ isolate’ the problem , the most obvious thing to do ( that you haven’t apparently tried ) is use the BT router , without doing that , you haven’t really proved anything , your third party router may great , but even great routers can be mis configured or faulty

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