High Latency / Poor Stability but Sky says connection is good.

[kayrse2]

I have frequent issues with high latency on my Sky Broadband connection, but running diagnostics on my Sky account says that all of my connections are good. My speeds are also irregular, sometimes pinging at 45+ and other times <10. This is causing major issues with my ability to be on work calls (I work remotely from home) as the connection is regularly delayed.

The screenshots are taken after I did a hub reset through my Sky account. I've also done a hard reset by holding the button down on the back of the router, more than once, and that does not seem to help.

I'm not sure what else I can do. Is the solution to call in a technician and possibly have the router replaced?

[Addie15]

Hi there, @kayrse2.  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[jamesn123]

@kayrse2 

How are you connecting to your hub? WiFi or wired?

[kayrse2]

Hi @jamesn123 I'm connected via Wifi, the router is about 10 ft in front of me, on the floor by the wall but not covered by anything or too near any other electronics (photo attached).

I've just done another ping test with similar results to my original.

[kayrse2]

Following up as I still have not yet had a message from the Sky team on this issue.

[jamesn123]

@kayrse2 

Looking at your stats there is nothing that suggests a line issue so I would say the problem is almost certainly WiFi interference. Are you able to temporarily connect via ethernet to see if the problem still occurs?

Also some more useful information would be;

How many devices are connected to your hub?

Do you live in a WiFi congested area? (E.g. Flats, Apartments, terraced housing) 

[kayrse2]

It looks like you're right - I just connected via ethernet and the issues were resolved. I do live in a flat on a main street in London. I have a number of other devices connected to the router, but none of which are typically in use alongside my laptop when I run these test. I've also disabled background app refresh on my phone and tablet.

Is there a way to fix this other than relying on ethernet? Given the setup of my flat, I'm not sure how realistic it is for me to be able to connect via ethernet all the time when I'm working.

Thanks for you help!

[jamesn123]

@kayrse2 

Hard to just 'resolve' it unfortunately, its just the nature of the technology. With you being in a flat in a populated city there is likely an extreme amount of WiFi interference going on. You can probably get a good idea from just counting how many other WiFi networks your laptop/phone can pickup while sat in your flat. 

There are a few steps you can take to try and resolve it but honestly its a small chance

1. Reposition the router, ideally higher up and away from other electronics like TVs, phones etc

2. Change the WiFi channel in the routers admin settings

3. Ensure your devices are using the 5ghz frequency which is less congested. For Windows devices you can change the WiFi adapter properties to prioritise 5ghz WiFi. Guide here

More premium 3rd party routers can sometimes handle the interference better and give a more stable connection but they obviously require extra investment. 

You say ethernet isnt practical due to your setup, have you considered powerline?