Poor broadband speed at random times during the day

[fallsguy]

My broadband slows to a crawl at random times during the day. This is NOT a wifi problem. One of the devices is a laptop that is connected to the hub via ethernet and it too struggles to get pings. I've tried to ask that AI bot thing but it's useless and just takes me through all the steps I've tried.

Example speedtest runs: https://imgur.com/a/zVfDo0c 

I should be getting ~25mbps but sometimes it's as low as 1mbps or nothing at all.

Is there a way to get someone out to see what the issue is? Maybe it's the line? I don't want to call the 03 number because of "high volume of calls" which means it'll cost me $$$ with no guarantee of success.

[Chrisee]

@fallsguy with only 25Mb/s bandwidth the issue could simply be another device or process using the bsndwidth. Many modern operating systems use time when the device is not in use to update . It could even be the laptop itself running another background process.

If you have a black Sky hub posting that units connection stats can show if there is an issue with the hub's connection see Sky Hub statistics

[fallsguy]

it's worth a check, who knows what modern OSes are doing under the hood half the time. But, Im not sure it's that. During a recent data blackout I shut everything down except for my laptop. 

Same thing. Couldn't even get on speedtest.net. 

I have the white max hub, don't suppose there's an easy way to get that info from that?

[fallsguy]

Good test cast tonight. Everything bar the Apple TV and a couple of mobiles were on and no one could access the internet or stream a TV show. 

[Chrisee]

@fallsguy the white Sky hub does its own thing and you cannot access the line stats as you can with the black hubs. Sky can access more info so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[fallsguy]

Engineers came out and replace the router and the master socket. Internet was fine until Saturday when we sat down to watch a movie streaming on NowTV. Just the TV on. Couldn't get the movie loaded. Eventually came back after half an hour. Same thing on Sunday (yesterday) too, internet streaming was blocky, pausing, not connecting.

When I spoke to the engineers, who were great - shout out to them, they said that there wasn't much that they could do. They checked the cabling around the master socket, the router, filter etc. etc. but couldn't find a fault beyond that. They suggested that the next steps would be to talk with OpenReach.

[fallsguy]

Went down again just now for 20 minutes. Zero internet during work.

[TimmyBGood]

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@fallsguy wrote:

They suggested that the next steps would be to talk with OpenReach.

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Openreach attendance has to be booked through the ISP.

[fallsguy]

That's kind of what I was hoping would happen - Sky talking to OpenReach. There's something wrong here, it shouldn't just drop at random times.

[TimmyBGood]

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@fallsguy wrote:

That's kind of what I was hoping would happen - Sky talking to OpenReach.

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You'll need to continue reporting failure instances to Sky for that to be triggered.

[fallsguy]

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@TimmyBGood wrote:

You'll need to continue reporting failure instances to Sky for that to be triggered.

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But how? Their 03 number will cost me a fortune, I don't have a landline. The last time I got a contact was through here when someone summoned an advisor and the chat window appeared. 

[jamesn123]

@fallsguy 

03 numbers are free on any UK based contract plan & only pennies if using PAYG.

Alternatively I've escalated your post to chat. Look out for a message

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.