Fibre issue - 6 weeks on

[Daniel543]

Hi,

I was upgraded to Sky Full Fibre 100 about  6 weeks ago. Since the upgrade, Microsoft Teams calls on my work laptop have been experiencing intermittent freezing.

The issue is not slow speeds. Download and upload speeds are consistently around 100 Mbps, and ping tests show latency below 20 ms with no packet loss.

During Teams calls, audio and video will occasionally freeze completely for 5-10 seconds before returning to normal. This appears to happen more often when both my wife and I are on work video calls at the same time.

I have checked Teams Call Health and, when the connection is working normally, the figures are generally very good:

• Round Trip Time: ~26-28 ms
• Packet Loss: 0-0.09%
• Jitter: ~13-14 ms

The router was moved to a different room as part of the fibre installation but it's only one room away. Because the issue started immediately after the upgrade, I would like Sky to investigate whether there are any intermittent line drops, Wi-Fi issues, router faults, or other service issues associated with the Full Fibre installation. They make it very difficult to ask them to do this, so posting here for any other ideas or support.

Is there a way to run diagnostics on the line and router so I can see whether there are any errors, disconnections, or quality issues that would explain these short but frequent connection freezes?

Thank you.

[Chrisee]

@Daniel543 going by your post the issue is most likely due to WiFi interference which can cause packet loss which would cause thecsumptoms you describe. Rebooting the hub can help as it forces the hub tomfind the least congested channel. Check the hub is in the best possible position off the floor on a surface awy from other equipment if the cable between the hub and the ONT is too short you can easily buy a longer one as it is a simple Ethernet cable.