Ongoing broadband issues since switching to ultrafast fibre

[Stu_B]

We have an ongoing issue with broadband since our switch to ultrafast.  We had no issues for years on sky Superfast.  

I have an open case with sky, but just noticed something strange when testing via the sky app.  Some devices are showing as wired when they are not.  We only have our sky q box connected via Ethernet .  Can anyone shed any light on this......

[Chrisee]

@Stu_B i wouldn't worry about the issue with device indentification as that is often a bit odd quite why isnt clear. The impoortant thing is the device is working.

If you would like advice from forum members who are customers like yourself on the issue with your Ultrafast connection please post some details. Normally Ultrafast connections which use full fibre are far more reliable than Superfast over copper unfortunately thst doesn't always apply to Ultrafast over copper lines which a few customers have.

[Stu_B]

Thank you @Chrisee 

Here is a summary of my issue in case someone can offer some advice

Our setup was Sky Superfast BB, Sky Q BB hub, Sky Q box, plus 2 Sky Q mini boxes. We had years of problem free broadband and internet with this set up, including WFH all over lockdown 

We switched to Sky ultrafast in September, so we got full fibre and the SR203 router.  Apart from the line and router, there have been zero changes our end apart from hard wiring the Sky Q main box at the recommendation of  a sky engineer.  

Since the swich, we've had no end of issues on works calls via MS Teams.  Calls frequently, drop, freeze, or suffer from voice breakup.  At first,  it was really bad and I was able to prove the issue occurred even when connecting to the router via Ethernet cable.  Openreach came out and found a fault with the connection in the box attached to my house.

Things settled down and from late Nov to approx 22nd Jan when the issue returned.  Work calls are really bad, especially when using video.  We never had issues like this before the switch.  So far, I have been unable to prove it's happening when Ethernet connected since the issue reappeared.

Sky are saying it's a WiFi issue and it's interference causing the problem which I'm struggling to accept.  I can be sat next to the router and I get teams call issues.   I have an open case with Sky and Openreach are coming back to check the external line again.

Its really frustrating TBH, all I want is for my internet and broadband to work as it did before the switch as it's seriously impacting our ability to WFH as we are both home workers.  

[Chrisee]

@Stu_B that is interesting could you post your hub's stats as explained here Find your Sky Broadband router statistics

The issue those may show is a number of "collisions" recorded. If there are a significant number could you try disconnecting the ethernet lead from the main Q box and see if that makes a difference. 

[Stu_B]

@Chrisee  Thank you for the response, I post back tomorrow with the router stats, along with what I've already tried in a attempt to improve things.  

[Stu_B]

@Chrisee @Here are the router  stats

[Chrisee]

@Stu_B you system is not showing collisions so I tend the think Sky msy have a point with wifi signal level. . Is there any kit that uses wireless like a DECT cordless phone or wireless speaker base station near the hub? If so move them a few feet away?. Do the drops in connection coincidecwith another event like someone using the microwave or turning sometging on or off? 

You can check for interference from other wifi networks by using an app called Wifi Analyzer on an Android phone or a windows laptop which will show all the SSIDs within range with their signal strength and channel. Two signals on the same or adjacent channels will interfere.. 

Another useful app is Wifi Sweetspots which also works on iPhones which shows in real time the speed from the device to the hub as you move round your home. I found several dead areas when I used it which i sortrd by a combination moving the hub and the device higher. 

[Stu_B]

@Chrisee 

To confirm my set up as recommended by the sky Wi-Fi engineer...

Main sky q box connected via Ethernet to the router (never needed this with Superfast)

on the mini boxes, the 2.4 channel has been switched off.

Our Wi-Fi signal appears strong throughout the house and speeds are ok.  At the furthest point where I make work teams call I get a minimum of 50mbps which should be more than enough for the calls.  I even get the issue with 100mbps plus speed.  We get stable MS Teams call when tethering through our phones but not our WiFi.  Everything else seems ok, just our voice and video work calls.  We have independent work laptops and connect to different work vpns, and when connecting to the calls we are the only ones experiencing a problem.  

I have tried......

Sky Q box via Ethernet and Wi-Fi.

Mini boxes with 2.4 off and on

switching off skq completely and only having the router on

using just the router and a sky Wi-Fi booster.

Sky keep saying it's a Wi-Fi interference issue and their max hub option will help but I would need to switch to stream from sky q.  I'm loath to do anything else with Sky as this point other than insist they switch me back to the previous Superfast set up via copper.  That had a 60mbps max and we never had any of these issue with work voice and video calls

[Stu_B]

@Chrisee for the questions you asked, nothing near the main router and no pattern, happens on most calls at any time.  

thanks for your advise, I will continue to investigate and look at the apps you have recommend.  I might need to consider a new set up I think.

[Chrisee]

@Stu_B the engineers have seen you set up and know the kit you are using and they are clearly puzzled. I have used the SR203 hub with Sky Q boxes myself and the combination worked pretty well and there are literally millions of these units in use and the bast majority do the job. Sky have tried swapping out the hub which is sensible but the symptoms remain so you can rule out a dodgy hub. This leads me to think there is an environmental issue in your home.

Wifi speed is of course important but so is regularity of the signal.  Irregular interference can cause packets to be dropped causing the app to pause waiting for the packet to be resent. Apps like MS Teams are particularly sensitive to packet loss and what the engineers call high levels of jitter and simply drop the connection. This is why whereever possible it is recommended to use ethernet for important calls. The list of things that can cause interference is very long. I mentioned a couple but in the past a dodgy fluorescent light in an aquarium, odd. heating control systems and paticularly micowaves. As I mentioned moving things around can help particularly making sure the hub is as high as you can get it and away from other electrical kit.

[Stu_B]

@Chrisee it is a diffult one to diagnose. I have used the Sky Q setup with sky BB for years without issue, but since switching to fibre and the latest router, we've had problems.  It could be just a coincidence, and if I'm now suffering with Wi-Fi interference and latency, it may of happened anyway, but I can't help but think it's related to the switch in some way.

Anyway, thanks again for the advise, it is much appreciated.  I'm going to monitor for a week.  I have an open reach engineer coming Monday to check the external connection again in case there is another external issue,  and a call back from Sky next Friday to discuss options if the issue remains unresolved.  

I'm considering switching to stream with glass,  but aware that I will lose the mini box hotspot if I do, so I would need to consider max hub option, or a 3rd party system to boost Wi-Fi around the house.  

[SteveZart]

Hi, we have exactly the same problem. I've had 2 sky engineers out, neither of whom have fixed the problem, one basically saying it's VPN on laptop causing it and nothing can be done which I know is nonsense. Problem is the speeds we are getting show fine so I can't even cancel the contract. So frustrating 

[Stu_B]

@SteveZart  I also had Sky saying it's a vpn issue which it isn't.  They are now saying its Wi-Fi interference which is far more likely.   I downloaded a Wi-Fi analyser which confirmed the 5GHZ channels I am restricted to using with my set up are very busy.  This is likely causing latency issues which is impacting MS teams calls.  It's strange that everything was so stable before our switch to ultrafast full fibre however.  

I'm getting some ethernet cables installed next week, so we have ethernet ports available from the points in the house we work from..  If we don't get the MS teams issues after that, then my issue is clearly Wi-Fi.

My line speeds are good, and both Sky and Openreach are saying there are no issues with my line.  That said, they said this for a couple of months when I originally had the same issue instantly after switching to fibre.  In the end,  an Openreach engineer found the spliced fibre connection outside of my house had not been done correctly.  He fixed that and everything was fine until roughly 20th Jan when we started to get issues again.   It could be unrelated to the fibre connection issue.  Working via an Ethernet connection for a few weeks will confirm it. 

[SteveZart]

Let us know how it goes with the Ethernet cables if you don't mind.

[Stu_B]

@SteveZart Will do, I'll update on here once I've tested for a bit.