Incredibly unstable ping for weeks

[flootdesigns]

I've had a presistent issue with latency and randomly being on 150+ ms for hours at a time. It's been a thing for weeks. I'm not the account holder, the internet is "online" and the TV works, so my tech illiterate father doesn't see an issue. I work from home and game a lot, so having an unstable connection has been very very annoying. 

I'd like to know if this can be resolved online, or if someone at Sky can do a service check for me. 

[Daniel0210]

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@flootdesigns wrote:

or if someone at Sky can do a service check for me. 

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@flootdesigns 

Sky won't talk to you as you're not the account holder, presumably your father is.

This link provides information about the coloured lights you may see on the various hubs https://www.sky.com/help/articles/hub-lights-explained-start

If there are broadband issues the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

🔹

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

[flootdesigns]

Well that's annoying, since my father is aware of the issue yet won't do anything as the internet is technically working and the TV is working. I can't run a service check since I can't log into his account. Roll on September when FTTP is orderable so I can get rid of this garbage. 

[Daniel0210]

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@flootdesigns wrote:

Roll on September when FTTP is orderable so I can get rid of this garbage. 

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@flootdesigns 

Only the account holder can cancel or agree to an alternative subscription. 

[flootdesigns]

I'll be getting my own line in my own name this time. Only reason I haven't already is because paying £40 a month for a copper cable at 15Mbps is absolutely not worth it in the slightest.

[flootdesigns]

Now on day 3 of Sky denying any issues in the property, despite having borderline unuseable internet the entire time. Getting fibre on the 15th thank god. 

[TimmyBGood]

@flootdesigns 

A domestic ISP typically isn't going to look at latency.  They 'guarantee*' a minimum download speed at the router and that's about it.

* i.e. not really: what's actually guaranteed is a small refund if the quoted speed isn't delivered.