HIGH PING

[deceiveduser]

It was fine for two months, but unfortunately, you seem to be treating me like an old customer who doesn't need to be taken care of. It's incredibly frustrating when everything is fine all day, but in the evening, the ping becomes incredibly high, making it impossible to stream movies. The connection tests on your website are a joke. Connecting my laptop to a different provider, logging into SKY, and trying the test with your devices turned off shows... EVERYTHING IS FINE. I pay you, you provide my internet. What should I do if I don't have good internet quality from you? I'll just say that I checked everything and it works in the morning, but the ping problems and frequent buffering start in the evening.

[CMcKean]

I have an alternative router. I hooked that up and lo and behold I had much lower ping. The tests all said everything else is fine but they don't seem to have anything to check the ping. I am currently alternating between the supplied Sky router and a 4 year old £20 router and the £20 is doing a way better job at keeping the ping low with no frame drop and 0% packet loss. So I suspect the router is at fault and once I have enough data I'll be calling again. One thing that made a difference for me was switching the cable coming from the Openreach box to my router, dropped the ping so it was 5 times lower. I would definitely ensure you're running their cables as it's one of the first things they will want to blame it on.

[JimM1]

@CMcKean You need to use everything sky Hub wise if you want or need any help from them, cable is irrelevant as long as you have one that does the job required for the connection/speed/distance in use!

Nothing wrong with an old Hub/Router it may even be better than a sky Hub to start with. Ping is not an option for checking and not needed!

[CMcKean]

When I called up they asked for pictures of the back of the hub and the Openreach box. The cable they supplied for the router is a Cat 5E and the one I had plugged in was from the puck I have for the TV as it's a Cat 7. They told me as I was using non Sky equipment that was probably the problem so I switched around the cables and, to be fair, there was a drop in ping (down from 8000 to around 5000) but still not a resolution.

I have reset the router and that helps each time for a couple of hours. However, the £20 router is better than my Sky max router for ping by a significant margin each time, it has no dropped frames or packet loss which the Sky router has.

I am going through the process at the moment and if they replace the router that may resolve the issue.

[JimM1]

@CMcKean If you have a ping up in that range there is way more wrong than that, ping's all though variable and equipment dependent are normally low, my standard ping is around the 20 mark!

Link from the other day, https://www.speedtest.net/my-result/d/d821a2cf-deca-4590-af67-8b12579060bf

[CMcKean]

At the moment it's down at about 120 but that's wired! So far not a great deal of help from Sky but the hubs don't do QoS as far as I'm aware.

[JimM1]

@CMcKean The sky Max does but you have little control over that!