Sky Broadband - Monitoring unstable connection Issues

[DenysVasyliev]

New connection. Today the engineer checked the line and found no errors. But over time, they accumulate, and the connection is cut off. As you can see from the graph, this happens more often during working hours than at night. This is critical when working from home. At the same time, the speed and ping are excellent. I'm thinking of replacing the router. Has anyone encountered this problem? Thankyou in advance! 

[GD1]

@DenysVasyliev  Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

[DenysVasyliev]

@GD1 thanks! - please find attached statistics and monitoring. For a couple of hours, everything seems to be fine..

[cookiemonsteruk]

@DenysVasyliev 

Your upload and download speeds are low and the noise margins are high . You should be getting closer to 80Mbps downstream and noise should be more like 3Db You are probably below your guaranteed minimum.  You can ring or @GD1 or myself can escalate

[TimmyBGood]

@DenysVasyliev @cookiemonsteruk 

Also the 54999 / 11999 figures are indicative of Openreach DLM being applied: the strings of 9s are the result of artificial capping rather than native line speed.

[DenysVasyliev]

Appreciate your support!

By the contract:

Services: Sky Broadband Superfast

Equipment: Sky Broadband Hub

Speeds of the internet service and remedies:

Download speeds: Normally Available: 63.5Mbps; Max: 63.5Mbps; Min: 57.1Mbps

Upload speeds: Normally Available: 19.0Mbps; Max: 19.0Mbps; Min: 17.1Mbps

It seems speed in minimum level and some additional option is expected to order... It seems acceptable for the first look, but the line drops are absolutely not - I have a lot of live streams. 

 @cookiemonsteruk Thank you, you mentioned "escalation" - do you mean a complaint to the operator?

[Chrisee]

@DenysVasyliev forum suuperusers can escalate posts to a Sky customer service team who run an online messaging service through the forum. I have done that wiith your post so expect to be invited onto a private chat using a chat icon which they will put on your forum pages.

As @TimmyBGood points out it looks like. Openreach are aware there is an issue with your line but have not found the exact cause so the system is set to restrict speeds to help stop the line drops. Hopefully now speeds are below the minimum Sky can get Openreach to look harder assuming you are out of the 14 day stabilisation period on new lines which Sky apply. 

[Greenfingers001]

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

[DenysVasyliev]

Thank you @Chrisee, all impressive support really. 

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.