Internet keeps dropping after switch to Full Fibre

[Michael+Dunlop]

Quick question. Was the TP Link router the solution?  I am in the same situation with upgrade to full fibre causing 10 second dropouts of internet randomly throughout the day, black router, and a graph profile that looks similar. Help would be appreciated     

[JimM1]

@Michael+Dunlop Who are you asking the question too, few on this post now! Would go set the WANoE first in your sky Broadband hub off the Auto to wan only and see if it improves for you using the web manager interface to do so!

[Michael+Dunlop]

Apologies. I was asking the question of the original poster as there didn't seem to be a resolution noted, so wondering if the router change did it. 

I will try your wan solution which was similar to an issue I was having on my deco mesh (set as extender not router). Thanks

[JimM1]

@Michael+Dunlop No problem if you do the @ followed by the name, lets the person know the directed question! Like to @fullfibredown 

[depul]

Hi hoping someone on here can help me as I have similar issues. I switched to Full Fibre 100 on 14th Jan. Every day since then the connection keeps dropping several times every hour for 10-30 seconds. I have used both white (Max hub) and black (Sky Hub 4) and both have the same dropped connection.

Below is a recent output from the thinkbroadband BQM. 

I have contacted Sky 3 times and getting nowhere as they cannot see a fault on my line so they will not pass onto Openreach. I was told even if I write a formal complaint it will not go anywhere as Sky / BT will not see a fault on my line. 

Any help on what to do would be really appreciated. Thanks

[JimM1]

@depul Link your BQM url to be viewed! Like this.

BQM To view 

[Michael+Dunlop]

@depul @This sounds and, from the graph, looks the same as the issue we had.  The solution ended up being getting  sky compatible third party router. We got ASUS RT-AX52 (AX1800) Dual Band WiFi 6 Extendable Router https://amzn.eu/d/0f9RfSEd. No doubt othersellers exist. 

This worked right out of the box and we have not had any issues since. Downside is if you use the sky landline, it doesn't support it ( we didn't). And the test my broadband on mysky doesn't work. 

we also had the same experience with ISP provided routers before, albeit BT. 

[JimM1]

@depul Your BQM has now been seen, are you doing a lot of gaming, and if so are you wired or wireless wifi connected, look at my BQM link so you see that!

[depul]

Thanks Michael. 

@JimM1  here's the live link. https://www.thinkbroadband.com/broadband/monitoring/quality/share/ffeb5116d5822e8bcb7f7bcff6b743ece2... 

I don't do any gaming. Just browsing and streaming. I also have Sky Q (as opposed to stream). I didn't have any issues on the slower FTTC connection. Thanks

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[JimM1]

@depul Since you say you have tried both the sky Hub's and have the same effect as BQM reported, when you went FF connection did the hub positioning move, or is it still in the same location as when you were copper connected, it get's hard to determine what is causing the poor response if that is the case especially if it is a wireless wifi issue, you say you have sky Q do you also have any mini's at the same point, and is the sky Q connected as a wifi or wired connection for the streaming that you are doing....

If you look on my BQM you will see very stable and virtually zero packet loss.... If your Hub did move then look at a wifi device as the issue, you can either go against the times that your BQM is showing you and that may give you an idea to what is going on! Although i am NOT using the sky Hub's my network is very busy but all off my wireless wifi devices are on and trusted operational wise, steaming is constant during the day with the wife watching everything on here laptop! 

BQM Running live until sunday  

[depul]

Thanks Jim. Yes the router did move however I am having the same issues on wired or wireless. The router is now is the same room as the Sky Q main box. Have tried both wired and wireless connections with no luck. My smart TV is wired to the router and that suffers from buffering. 

I have no idea what to do other than move ISP or get a third party router, but I can't really sacrifice the landline. 

[JimM1]

@depul This is going to be very upfront, so from both your BQM's there was a dramatic drop for the Greeen band Minimum Latency can you say why that happened, your network if me i would be looking to see why by switching the wifi devices off and that is all off them, and i know that can be real difficult to do, then run and look at the BQM to see how it's all going, you are not using any other boosters etc to get the wifi about the property! Bring the wireless wifi devices on one at a time and keep looking back on the BQM, will take you hours to do it all, if your FF Full Fibre connection is the issue that would be external so nothing you can do.... Linked below very detailed speed test but it is very good at working out down/up and packet loss, best to run on a PC if you have!

Start with the Q, switch it off!!! If using a dect based cordless hand set, move it as far away as possible from the sky Hub as the cable will allow those can also cause issues if sitting right next to it!

https://speed.cloudflare.com/

[JimM1]

@depul Just took a quick look at your live running BQM, looks like the system is still having a hard time with the connection!

[depul]

@JimM1 yes it was completely unusable yesterday. I tried switching off all WiFi / cordless devices near the router and no luck. 

Weird thing is that on Sunday while it did drop it was significantly more usable. It's very random how the connection behaves and restarting the router sometimes gives me a useable connection for a few hours.  

I'm struggling to pin point what the issue is. Is it worthwhile getting a WiFi engineer to come round? 

The Sky Max Hub has similar issues but it is better at giving me a more usable connection. So is it something to do with these routers not managing the connection correctly? 

[JimM1]

@depul The cloudflare speed test did you manage to run it, think for sure it would have shown you very high packet loss return, you are going to have to do some very dramatic changes to pin this down, first get a speed test done to see what that is like and can you get what is expected on your profile from sky, you say FF100 from sky so you might be on a 100/20 down/up....

After that you would be advised to first do a www.whatismyipaddress.com to see and record your current wan IP, then the hub off for a couple hours to get issued a new one, that is were i would start just now looking this morning your BQM is showing either home is real busy or the external to you is not working so great! The off for a couple hours, you will need to go adjust your BQM to the new wan IP when issued!