Persistent Issues, High Latency, Packet Loss, and Sporadic VoIP Following Area Power Outages
Ive already tried to reachout to sky via email, but thats not working anymore.
So, I am writing with a brief report regarding the continued and severely impacting issues with my Sky Fibre broadband service at my property. For the past five weeks, starting immediately after multiple power outages in my local area, I have been experiencing significant problems characterized by high and fluctuating latency and packet loss, which I am continuously monitoring and evidencing using software on my desktop called "Orb and Fing" This issue is always present and affects all aspects of my internet usage.
While my download and upload speeds appear to be within expected ranges, (I've beenencouraged to upgrade to fiber 500), the latency fluctuates dramatically (between approximately 19ms and 400ms), and I am experiencing significant packet loss. This results in an unstable and unreliable connection that impacts streaming services like YouTube and Amazon Prime (where sound stutters occur) and renders my VoIP service sporadic and broken (it was initially completely unavailable). ( Wired Connection)
"While I do have a large number of smart devices on my home network, it's important to note that the high latency and packet loss are consistently present even when only a single desktop computer is connected directly to the Sky SR213 router. This indicates that the problem is not simply due to an overloaded local network." It should also be noted that there were no issues with my home setup prior to these power outages.
I have undertaken extensive troubleshooting on my home network in an attempt to resolve this. I’ve had the ONT replaced, and the Sky router has been replaced twice – first with an SR203 and subsequently with the latest SR213 model. The issue persists across all these devices and affects both wired (direct connection from the router to my desktop PC) and wireless connections. Furthermore, there have been four visits from Openreach engineers, including the replacement of the ONT. Openreach has also checked the fibre cable to the street connection point and found no issues there.
The fact that four Openreach visits, including an ONT replacement, have failed to resolve this issue strongly indicates that the problem lies beyond my home network and the initial connection to my property. Coupled with the immediate onset of these issues following the power outages, I believe there is a significant possibility of damage or instability within Sky's local network infrastructure.
Therefore, Ive requested Sky for a thorough investigation into the following:
- The potential impact of the power outages five weeks ago on Sky's network infrastructure in my area.
- A detailed investigation of the network beyond my property, considering the repeated Openreach visits have not resolved the issue.
- Advanced diagnostic tests from Sky's end to pinpoint the source of the persistent high latency and packet loss, acknowledging the extensive troubleshooting and Openreach involvement.
- Consideration of a site survey of the local exchange or distribution points, given the repeated failures to resolve the issue at my property.
My Sky account number is [xxxxxxxxxxxxxxxxx]. I urgently request that a senior technical representative contact me as soon as possible to discuss these ongoing issues and the lack of resolution despite multiple engineer visits and equipment replacements. Also, every Sky call handler have there own idea of what the issue is so would prever a single point of contact to help overcome the issue.
Please forward this email to the appropriate technical team for immediate attention.
Thank you for your urgent action on this matter.
Sincerely,
