Problems after new install of Sky full fibre 300

[greenbike]

As promised, an update on our Sky intall today.

As some of you know we had Sky full fibre 300 installed today complete with talk 24/7.

Our engineer was from a company who subcontract for cityfibre.

The engineer was very pleasant and installed the ONT near our existing copper install down the side of the house.

Total time about 4 hours. He had to run a cable from the nearby telegraph pole and then down the side of the house.

Interestingly he decided to put the CSP just outside of the room with the router. So the main cable went from the telegraph pole to the house then across the house and down the side of the house. Then he installed the CSP near to the point inside the house where we have our router and phone. The tail from the CSP to the ONT is about 2m.

PROBLEMS:

1. SPEED

We bought full fibre 300. The speed test shows:

download 65 Mb/s

upload 73 Mb/s

ping 17 ms

Taken the reading several times and once it was as low as 0.5 upload.

2. PHONE

The phone will make calls but not receive calls.

Can anyone please offer any advice on all of the above?

Many thanks and best wishes

EDIT: just did a few more speed tests. Tried direct ethernet connection to laptop. That gave a download speed of 56 Mb/s. Wifi just got download of 59 Mb/s. Dramatically lower than the full fibre 300 we are paying for.

[JimM1]

@greenbike As you have CF install on the FF 300 package, you need to Ethernet test on the hub direct connected to a device that is capable off the speed, if doing with a laptop ensure that iy is connected by a mains power lead and not running on battery alone unless your power profile is setup form max performance on battery mode.

Not interested in a wireless connected performance speed test! If you need some below.

https://www.thinkbroadband.com/speedtest
https://speed.cloudflare.com/
https://www.waveform.com/tools/bufferbloat

Moving phone onto full fibre instead, expect 24hrs+ for it all to gel together. Incoming and outgoing are seperate from each other and also all the network routing ie landline/mobiles/all forms of connection take time!

[greenbike]

Many thanks for your helpful reply. As per my edit I just did a test on direct ethernet and yes my laptop was plugged in. I managed a slower speed than on wifi. 

Is this normal after a new install? Or should I contact Sky?

Thanks for your help it's much appreciated.

EDIT: as luck would have it I have just received an email from sky in which it says "you should expect a minimum download speed of 200 Mbps"

[JimM1]

@greenbike From the figures you quoted then it would look like instead off connecting at the 1Gb/s Ethernet port speed, you connected at the 100Mb/s speed, that can happen if you have only a fast Ethernet port on the laptop, or if the cable has only 4 instead off the 8 cores required!

I have the FF500 on the OR Fibre connection, easilly hit 550/70 when the network is not busy, so unless your CF just needs a settling in time, or you are in a highly connected fibre area, try a little later when it may be less busy!

What sky hub do you have!, The black SR203 Sky Broadband Hub or the White SR213 Sky Max Hub.

This is the only change i make to the SR203 when the picture is cleared for you to view.

Change on the SR203 Hub from the default Auto!

[greenbike]

Many thanks again.

I have now ran tests using 3 different laptops and a desktop computer (one year old with ethernet connection) and two mobile phones. My newest mobile phone often downloads at more than 200 Mb/s when there is a good enough wifi.

They all had speeds of less than 80 Mb/s download. Using wifi or ethernet didn't achieve speeds of more than 80.

Should I report a fault to Sky?

Thanks again

EDIT:

just went to my online account with sky and got it to check my connection. it seemed to have problems with the 'connection to hub' = though it flashes away so quickly it's difficult to see. the test also gave a result of 66.8 Mb/s

EDIT 2:

I went into my online sky account and got it to test my speed and it says 75 Mb/s now. (I presume that's download speed)

EDIT 3

Waveform gave a download of 34

EDIT 4

The test on my sky account now shows 'your sky broadband looks like it has a problem'. And although it was quick i think it showed a warning triangle when it did the 3 tests. the triangle was for 'the connection to your hub'

[JimM1]

@greenbike Run the cloudflare link from above, very detailed and will let you see what is going on, same with the thinkbroadband test!

Also remember Networking is shared, so if someone else is on a wi-fi connection it can skewer the result a little!

[greenbike]

Thanks again I just ran the cloudflare test.

47 download and 65 upload

fyi the ethernet light on my ont is flashing. is that normal?

EDIT:

Nobody else using the internet just me.

I just ran the cloudflare test again with an ethernet cable direct into the router. I got:

download 44

upload 80

FYI when he installed I saw the fibre cable somewhat badly kinked at one point. Could that cause problems. Or is it a case of it works or doesn't work and no inbetween?

Thanks for all of your help. Much appreciated.

[JimM1]

@greenbike When you go from the FTTC to the FTTP, sky should have setup the profile for active switchover, but it is the same rules as it can be up to midnight on the changeover, running the service checker it say's what package you are on so you should see FF300 displayed on the box, so mine said ""you've got Sky Full Fibre 500"", daily speed's you will not see as only checked once per day so your history is all the fttc connections that are past 30 day's!

As you have a CF ONT not sure which one, Lan light will flash for the connection data transfer from the ONT-Hub and vice versa!

[JimM1]

@greenbike Can you take a pause, answer what hub you are using from sky, it's too hard to just keep guessing what to tell you!

[greenbike]

Sorry. The Sky hub I have is: SR203

FYI I just restarted everything and that didn't help.

I also used a brand new ethernet cable and changed out the one supplied by sky. Again it made no difference so have put the sky ethernet cable back in place from the ONT to the hub.

EDIT just ran the sky checker via my sky account online. It came up with "we've found an issue with your connection" "we've passed this on to our network team who will investigate and help get you back up and running"

Out of interest how long does it take them to sort problems? Days/weeks ? 

Thanks for all of the help

[JimM1]

@greenbike Cannot say, never had a problem with a connection on either FTTC or Fibre 500, you may wish to look at the SR203 link i sent, check that you are connected the same way, port 4 WAN on the hub to the lan connection on the ONT, will assume that it has only one,  go check the setting as highlighted, and if Sky are saying you have a problem, then you have a problem so best leave it alone, you are for sure connected on Fibre as you have a high enough upload speed. And yes about the fibre cable, it CANNOT have tight bends, bad kinks but that may have been cut away at the CSP when the Engineer welded the External/Internal fibre. He did not mention what light level you had per chance to you!

[greenbike]

Many thanks again. I think light level minus 15??? does that make sense?

He didn't cut any cables. One continuous run of 50m from the telegraph pole to the CSP.

I thought that if sky measure the speed it isn't dependent on the router. And they measured several times below 80Mb/s.

But as I say I saw it kinked during the installation process. But then unkinked and used. One continuous run.

[JimM1]

@greenbike Sky measure direct through the ONT to the WAN connection on the sky Hub! That is what they use and post in your service checker history for you to see! -15Db light is good not sure what a CF Fibre is estimated at but won't be far away from OR!

https://www.sky.com/help/articles/broadband-speeds-explained

There is NOT much posted about CF as so new to sky and on the Forum, you are one off the first posting up new connection and straight off issues! All i can say OR connected FF500 and that was what it did OR Engineer test and mine 500/70 Ethernet connected no issues at all!