NBI FTTP Slow between 8pm and 11pm

[Tony012334]

The Sky customer support in Dublin have marked my issue as resolved as I have accepted the discounted 1 gig service....for now. I am hoping it improves with time...if not. I shall need to try and alternate supplier.

[Tony012334]

Have you escalated this to Sky and if so, how did that go? I am in the mid Cork/ Donoughmore area and while I am enjoying a reduced rate for the remainder of my contract, I would still like to see this resolved.

[Darragh11]

I’m having a very similar issue on Sky over NBI FTTP.

My connection can be absolutely perfect at times, with around 23–25 ms latency and effectively 0% packet loss, but in the evening it can suddenly become unusable.

I’ve recorded repeated packet loss of around 5–12%, and at worst nearly 20%, along with very high latency and jitter. The problem has also been reproduced over wired Ethernet.

One of the strongest tests I did showed 0% packet loss to the Sky hub locally, but around 11% loss to Cloudflare and 12% loss to Google beyond the router.

Sky sent an engineer out, replaced the Ethernet cable between the NBI ONT and the Sky hub, and escalated the issue to NBI. NBI later came back saying the line was clear, but the problem is still happening.

Sky are currently treating it as a Wi-Fi issue and offering Pods, but that doesn’t explain the wired results.

I’ve now opened a formal complaint with Sky and have also contacted ComReg because the issue has been ongoing for weeks and hasn’t been properly diagnosed.

Your symptoms sound extremely similar to mine, especially the evening slowdown and the fact that NBI report the line as clear. Have you had any further progress or explanation from Sky since your last update?

[Ronco101]

Hi Tony, no not yet as I only have the NBI  fibre so recently and was doubting if the issue was on my end only to find this forum. 

Interestingly I am situated relatively close by, in the Kerry Pike/Clogheen area of Cork. 

I will escalate to sky and keep the forum posted of progress. 

[Tony012334]

Hi Ronco.

Thats why I posted my area on the off-chance we are connected to the same aggregation point/exchange. The NBI chap said I was connected to the exchange in Grenagh, you may be also, and the problem might lie there. Hopefully the issue resolves with time, if not the only option would be to try another ISP in the hopes that their backhaul isn't shared/saturated to the same extent as SKY's. I bet there are numerous more people with the same issue that are not even aware of it. I don't notice the slower speeds or higher latency when I am only streaming Netflix or Amazon. If I was a gamer, or used SKY stream, I reckon the service would be unusable. If I were you, I'd highlight the issue to SKY and you can mention my exact same issue. Good luck.

[Tony012334]

Hi Darragh. My latest from SKY was to wait and hope the situation improves. I am on a 1gig package and to be fair, for 20 out of 24 hours, that is exactly what I get, 900+down and 112 up. From the hours of 7-11 speeds are all over the place and latency rises from a constant 7ms to over 50.It's not affecting me much and I am happy to wait for an improvement. SKY have discouted my 1gig package for the remainder of my contract as way of compensation and I am happy enough, assuming things settle down.

[Darragh11]

Hi Tony, thanks for the update. Myself and my friends all game online and unfotuantly with this ongoing issue most games are unplayable. Intresting though i am located in north cork so clsoe enough to yourself and another use who posted here. 

So I wonder is a local issue ? 

Am I praying sky/ NBI will do there best to try resolve the issue although it seems at the moment they dont know how to fix it themseleves. 

[JM711]

We have the exact same issue in the Mallow area. 1Gb provided by NBI.

During the day we receive 900/100mb with a ping of 6ms. At night it can drop to as low as 2mbps down. Tracert to 1.1.1.1, 8.8.8.8 etc. reveal latency between 50-80ms appearing from the second hop onwards, with the sky hub showing <1ms. Cloudflare speedtests show a packet loss of between 5 and 12% at night. We speedtest with Cat6 and no other devices connected.

We have had two ''engineers'' call out but they tried to solve a non-existant local wifi issue to no avail. This problem started around 4 months ago and has occurred like clockwork between the hours of 7 and 11pm. 

I do believe raising the issue with Comreg will be our next step as online gaming/streaming is next to impossible in the evenings.

[Tony012334]

Looks like we are all in the North Cork area, which should make it easier for them to resolve..... For whats its worth my connection was perfect last night. Never went over 8m/s latency and I ran a few speed tests and hey were all over 800M. Fingers crossed.

[Ronco101]

I came on here too to say last night there was no issue, latency remained at 6 ms all day and night. No peaks to 50 ms during the usual peak hours. 

Clearly now appears to be a localised issue. 

Maybe they have resolved this....I will keep on monitoring in the meantime. 

[KevNewMedia · Accepted solution]

Hi everyone

Thank you for making us aware of this problem.

We have escalated this problem to our support teams, and we'll let you know as soon as we have an update.

I'll be marking this post as the current answer, so everyone has the most up-to-date information

[KevNewMedia]

Morning @Tony012334 @Ronco101 @Darragh11 

Our support teams have advised that we should see improvements. How is your broadband now?

[Tony012334]

Hi Kev. No issues to report last night which is encouraging. What was the nature of the fault?

[JM711]

Good morning!

Significant improvement the last two nights for us as well!

Would also be interested to see what the issue was as. This improvement did happen a few weeks ago for a couple of nights, where the problem then returned so hopefully the issue is finally sorted!

Thanks!

[TimmyBGood]

@Tony012334 @JM711 

Typically Sky don't release such information.