New FTTP very poor speed test

[mae-3]

@Chrisee 

If you look at the BQM it isn't okay at the top of the graph it shows consistent red packet loss 24/7 for part of the traffic. And the speed is very erratic which shows misalignment of the light down the fibre, IMHO.

@JimM1 

I didn't see any equipment from Sky diagnosing the issue! 😉

[Madhatter]

Downloaded and installed ping plotter on the surface and connected via RJ45 on the surface dock.

These are the traces and showing packet loss, 1 is my router, does this mean my network is causing them?

WIFI has an assortment of mobiles and boiler termostate.

RJ45 is two LAN to switches which have smart TV and Firesticks via Micro USB RJ45 connections, somehting like this

https://www.amazon.co.uk/UGREEN-Ethernet-Adaptor-Chromecast-Network/dp/B01N1X28F1/ref=pd_lpo_sccl_2/...

Anyway of finding out the culprit for the packet losses? 

Ive still for the Think Broadband BQM monitor running that couldnt be the cause?

[Madhatter]

@mae-3  @Chrisee 

Does the ping plotter show issue at my router or SKY's network?

[JimM1]

@Madhatter By chance do you have an engineer appointment to check this issue?

[Madhatter]

@JimM1 

Yes I do this week, not sure what they will do if light tests are within acceptable level.

Since moving to SKY, my hub speed test is below minimum guarantee most days, not looking to leave, just get a stable connection.

[JimM1]

@Madhatter Thats the purpose of the engineer, he is there to see issues, listen to what you say, and advise, Don't try to tell him his job, he may find it and sort it quickly, may have seen it in the past, you just don't know....

[Madhatter]

Its a SKY engineer and not OR?

I spoke to my neighbour who is also on Fibre from Sky as is another neighbour, all on the same pole outside my house and experincing the same problems as me.

[JimM1]

@Madhatter My last engineer was from sky, and trust me when i say he was the most and best engineer with over 20yrs of experience. if i could rate him out of 10 then he was a 20. They have all the same equipment as an OR engineer, so let him do his job. If it is an external fault, he will know how to deal with it.

[Madhatter]

Fingers crossed, due end of week so hopefully get it resolved. 

[mae-3]

@Madhatter 

The most likely issue is the Optical Light Terminal (OLT) to splitter connector at the pole that is impacted.

[Madhatter]

This is not looking promising or impresive!!!😮

Having booked the appointment over a week ago, took day of work and no contact, called SKY and they have no record of an engineer being booked.

The guy on the phone said connection was below guarantee speed and he would escalate to Open Reach, and they would contact me if needed with 72 hours!!

[Madhatter]

OR have told SKY no fault and on call for hour, sent pictures of the back and ONT, she was apparently on chat to next level support who refused to take issue on as no fault on their system, even though she ran speed test and came back below minimum guarantee.

Made me change my cat6 lead to theirs, now sending new lead as. It looks twisted, pointed out comes crunched up.

Ran router for an hour with just my TV, laptop and phone connected via WiFi, no RJ45 connections, VoIP pulled out.

Speed tests yo-yo 12mb to 390mb, packet loss there in think BB BQM and ping plotter.

[mae-3]

@Madhatter 

As the fault impacts the street from what your neighbours say, it may be a broadband exchange card issue. Do you know any neighbours with BT that are experiencing the issue or is it just confined to Sky?

[Madhatter]

They are only three FTTP connectioned properties on the road and all three on the pole I am on which is directly outside my house.

Lets see what happens as they have said I can leave my contract at any time, so ig City Fibre come here in the next 4 months will move otherwise, no choice but to stay  as SKY are finding below minimum speeds when they run tests but no solution. other than swapping the cable to a new one as it looked crunched but that was from how they packaged and mailed it.

[Madhatter]

Open reach engineer came today, did a light test came out at -15, all good.

Than questioned the LAN cable going into the ONT from the router, SKY had sent out a all grey replacement cable after the one that came in the Router box didn't look right to them when I took pictures they requested via call. It was just the marks from the fold. Anyway he replaced it with one from his van and left to say would check the splices, whether he did or not,c ant say.

Just after he left, internet was coming and going, poped out to let him know, he was sitting in his van and turned out was running some tests, did say he was having connection issues, that's why internet was going off, asked me if I had done anything since he left and said no.

He left with no further update, suspect very much it will come back as everything is fine!!

Just tried to download latest file from TBB as all Speed test still erratic.

This is what it is showing, fluctuates between 42 to 55 minutes on a 500MB connection. This is just me logged o.

Pointed out the packet loss on the BQM but he said he didn't find any when he was running the test.

,Ive tested my existing LAN cables and all fine. Only thing left is to invest in a new router but cant see that will change things?