Ping spikes whilst gaming

[Nimisha89]

Hello,

Since rejoining Sky and getting the new Sky Max hub I am regularly experiencing terrible ping spikes (500ms+) whilst gaming. This is making the games unplayable and the experience has been awful.

The bandwidth is consistent 40-40mbs and the PlayStation is hardwired in to the router with an Ethernet cable. This was never an issue previously when we had Sky Q and the old black router. 

This is also not to do with the number of devices connected as I am still experiencing the issues late at night when no one else is using the bandwidth.

Could you please support the issue or I will need to cancel my subscription as I'm in the cool off period currently as the service is not satisfactory to date.

Thanks,

Ashley 

[jamesn123]

Hi @Nimisha89 

Have you double checked your playstation is actually connecting to the hub via ethernet? I ask this because they like to connect to a saved WiFi network even when an ethernet cable is connected. 

[Nimisha89]

Thanks for your response James.

Just double checked and it is definitely connected as Wired LAN.

[Nimisha89]

Spoke to Sky today and they suggested this was due to the fact my bandwidth was to thin whilst sharing the connection with two streaming picks.

I have disconnected both pucks now and am still witnessing terrible ping spikes when online gaming (500ms+)

Is there anyway to get this escalated? The service is completely unusable and a terrible experience.

thanks,

Ashley

[Chrisee]

@Nimisha89 Sky do not offer guarantees on latency but ping spike of 500ms sounds like packet loss you have eliminated two possible csuses in not using wifi and contrntion from dtreaming devices but thst leaves a couple of other possibilities which are more likely than an issue in Sky's network. The first is server congestion which on popular games can be an issue check with other users in forums etc to see if other people are seeing the same issue. The second is server location clearly if the server is outside the UK or Western Europe there can be issues rdlated to the routing.

Once you have eliminated those then if you havectge Sky black hub set up,a Broadband Quality Monitor usingbthecpublic IP4caddress of your connection see https://www.thinkbroadband.com/broadband/monitoring/quality this pings your hub and shouldcshow if therecis an issue between the server at the London Internet exchange and the hub which is Sky's and Openreach's networks. Thecresults are useful to getvSkybto check if there is an issue.