Fibre ultrafast plus dropouts

[S_O_S]

Hi,

I've been on Sky Fibre ultrafast plus for the last couple of months and noticed multiple dropouts per day.

These usually correct within a few seconds but are annoying when I'm on work calls etc.

Online gaming is also an issue, my kids complain about lag and disconnects. I've also noticed this when gaming.

The whole point of moving to fibre was to improve our connection, not make it worse.

I've seen posts about sharing router stats but I don't see an option to view stats in myrouter.io.

Has anyone else had this issue? I think I've been through all the menus!

Cheers...

[S_O_S]

Just noticed on another thread that apparently the white hubs don't show router stats...?

So how can I share stats?

The broadband checker says everything is fine but there are intermittent issues.

[S_O_S]

Update: still getting multiple daily dropouts on the white router.

Sky has sent out a new white router but still getting the same issues.

This has been escalated to the network team - waiting for them to contact me.

This is the latency and network packet loss that we're experiencing.

https//www.thinkbroadband.com/broadband/monitoring/quality/share/4527efecdb9d6420c544661a4b8702edfdb5238c-22-08-2024

[S_O_S]

I received a text from Sky today stating that they've looked into my issue and it looks like it's now fixed.

I still get consistent packet loss and latency spikes during working hours.

This causes VoIP drops and my kids complain about disconnects / lagging while gaming.

I would've appreciated a call rather than a text fobbing me off.

[TimmyBGood]

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@S_O_S wrote:

I would've appreciated a call rather than a text fobbing me off.

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Sky won't make such a call: realistically no domestic ISP would do so.

[S_O_S]

Hey Timmy,

The second guy that handled the ticket and escalated it to the network team said that they would reach out to me.

I suppose sending a text is reaching out... But texting from a No Reply service feels like I'm being fobbed off.

[Chrisee]

@S_O_S your BQM could be explained by the hub working very hard. Sky hubs are designed for domestic networks and can become overwhelmed if you have a very busy network especially if you are running a server or the like. Another potential cause is a number of users gaming or streaming video at the sametime as the hubs have no way of prioritising such traffic. A third party router with more powerful processor and support for QOS might help. 

The lack of stats on the Sky Max hub is really only an issue with customers still on FTTC they show little of use on a FTTP service. One other point do you have Sky `q boxes by any chance?

[S_O_S]

Hi @Chrisee

Thanks for reaching out.

I'm not running any servers from home.

My wife and I use our work laptops from home.

We have the usual devices (phones / Amazon echo / consoles) that share the wifi but nothing out of the ordinary.

That definitely shouldn't overwhelm a 500mbps fibre connection.

We had a single SkyQ box but I cancelled that service about a month ago.

I had a 50mbps broadband connection from BT until July and the lagging wasn't that bad then.

This happened once we moved to fibre, so I think there's a problem on the line.

The packet loss appears to be behaving since 6pm yesterday although there are still latency spikes.

I'll continue to monitor it and will update this thread.

Enjoy the long weekend,

S

This message was authored

[S_O_S]

Update:

@Chrisee / @TimmyBGood 

After the long weekend it is back to square one.

This definitely isn't down to my usage, I'm currently the only person on my wi-fi and just connected to work.

I'm not sure if it's a general issue with more people using the network on a normal work day?

I didn't monitor this over the weekend, but had an audio dropout on a VoIP call and remembered to check the quality monitor.

15-20% packet loss surely can't be normal?

Cheers,

S

[Chrisee]

@S_O_S I agree it isn't normal but apart from reporting the issue to Sky notvsurexwhat else to suggest..