High Latency / Poor Stability but Sky business support says the line is good.

[mae-3]

@TimmersJT 

AI has analysed the broadband line, and there doesn't seem to be a fault with Sky systems but it does occasionally misdiagnose.

[TimmersJT]

So I set up monitoring with thinkbroadband this morning and this is what I have so far. I guess the large red dropped packets is pretty bad! 😂

 

[Chrisee]

@TimmersJT looks lime you used the IP6 address for the monitor try changing it tothe. iP4 address Sky havecassigned your hub.

[TimmersJT]

@Chrisee 

Thanks for spotting that. 
Do you mean 192.168.0.1 that I use to access the admin pages? 
if not how do I find it please? 
if I open a cmd window 

with ipconfig /all will it be in there? 

[Chrisee]

@TimmersJT you need the public IP address Sky has assigned use this site https://www.whatismyip.com to find it.

[TimmersJT]

[TimmersJT]

@Chrisee 

hiya

this is what I was using in the monitor 

Really appreciate your help so far. Thank you. 🙏 

[TimmersJT]

Just to add the ip address is what thinkbroadband picks up by default.
cheers  

[TimmersJT]

• Hi there. 
  Quick update. 
  The monitor has been running for 24 hours. 
  any thoughts please what I do next. 
  I turned the WiFi off overnight so it was just the pc connected by Ethernet cable to the router. 
  it's definitely ipv4. The monitor picks it up by default as well. 

   

[TimmersJT]

@Chrisee 

HI apologies. the think broadband ip address that get picked up by default is incorrect..

This is monitoring using the IPv4 address

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/8b0198c3cf9520ec28df9ba3f84da...  

[jamesn123]

@TimmersJT As I said earlier in this thread, when doing an upload its quite normal for latency to spike, 500ms wouldnt be out of the norm especially ona  connection that only has 9mbps upload to begin with. 

Unless you are seeing high latency when the upload/download isnt taking place then Sky wont see this as a fault. 

[TimmersJT]

Hi James 

@jamesn123 

thanks for your reply. 
Here is a BQM running for the last 24 hours. 
you can see that from 2pm till 5pm there were packets being dropped. 
2 till 5 was normal operating for us. 
can you tell me is that normal graph data? 
I've also attached two speed tests. 
I'm in my office on my laptop connected to wifi. 
The high latency is my sky connection 

The lower latency is connecting to one stream wifi in the building next door 

cheers 

 

  

[mae-3]

@TimmersJT 

That is a normal latency chart between the time of 2 pm to 4:30 pm the network was very busy with traffic and some ICMP packets were dropped.

[TimmersJT]

Thanks @mae-3 

👍 🙏🙂

So I have just connected my pc to the onestream Wi-Fi next door building and uploaded a 100MB file from our system 

I then connected to my WiFi in this building and uploaded the same file. I disconnected Ethernet cable from pc to router. 
next doors WiFi took 2 minutes (which is slow anyway? ) and my WiFi took 10 minutes. 
same file. 
any ideas please? 

[jamesn123]

@TimmersJT 

The BQM is showing higher latency and some packet loss during that time because your connection is in use. Sky hubs, and infact almost any router on the internet is configured to treat ICMP packets as lowest priority so if you are using the connection at the time it will either delay or completely drop some ICMP packets in favour of your own traffic. 

The latency difference on the two speedtests you did is negligible, like I said before the latency figure you want to be looking at is the 'unloaded' one, the only time loaded latency figures are relevant is if your trying to configure QoS. The two connections are showing 18ms & 23ms ping so they are both performing absolutely fine. 

As for the upload time 2mins to upload a file on a 8mbps upload speed connection is about right. Remember you are comparing a file in MB to a connection speed is Mbps (8mbps = 1MB/s so would be approx 100 seconds to upload a 100MB file on a perfect 8mbps upload connection to a server next door which obviously isnt the case.) 

Why yours is taking 10mins is odd, this could be down to the specific routing your connection is taking. Are you able to provide a trace route to the server your uploading the file to and compare it to a traceroute of the WiFi next door?