Slow speed after upgrade

[MikeNN]

Hi All.

I've upgraded my broadband from superfast to ultrafast 1 last Friday. Activation went smooth and the internet worked really good over the bank holiday weekend until Tuesday morning. After install I had  download speed of 145Mb/s and upload of 27Mb/s. I am now getting download speed fluctuating between below 1Mb/s and sometimes going up to 80Mb/s and upload always below 1Mb/s. Done all trubleshooting I could find on sky help section with no luck. Broadband check on the app shows no issues, however customer service said that they have noticed something during one of my checks and advised I will be contacted at some point this week. It is almost as someone come back to work after weekend and switched it off for me lol.

I attached logs and stats from my router, anyone able to see anything wrong with it?

[mae-3]

@MikeNN 

Can see a couple of things in the Support Log, that is that the ethernet WAN port between the ONT and router is reporting down occasionally, and the lease renewal for the public IP address is failing.

The first thing to try is to replace the ethernet cable between the ONT and router WAN port and test the connection again for speed and reliability.

[MikeNN]

Hi @mae-3 

Thanks for your reply. This might have been me, actually. Disconnecting the router every now and then is the only way I can still load a web page. However, I'll give it a go as I'm willing to try everything at the moment.

Also, noticed that the Voice light on the router is off.

[jamesn123]

@MikeNN 

Are you testing via direct ethernet to the router?

[MikeNN]

@jamesn123 

Tried both, same result. Download speed sometimes gets to circa 80-100 Mb/s but upload is consistently about 500kb/s. Swapped the cable now. See below log from today without me disconnecting or resetting it, maybe you can spot something.

Also, I can swear that there is a slight clicking sound coming from the router. This can't be good??

[mae-3]

@MikeNN 

The fibre broadband is failing to renew the public IP address lease ever so often which is a failure at the TCP/IP network stack, and may not necessarily mean a physical issue but a DHCP server issue at Sky. I've seen this issue before on Sky's broadband system and usually turning off the router and ONT for about an hour may help?

Recommend when it happens again you restart the ONT and router by rebooting them immediately, if it returns to normal after doing that then the fault is at Sky's backend DHCP servers. If it doesn't return to normal immediately on reboot then it likely means there is a hardware issue somewhere likely a poor connection on the fibre which is most likely because of that slow upstream speed that shows it?

[MikeNN]

@mae-3 

Thank you. I've tried to time restart when the internet drops out best I can but with no luck. I've contacted Sky 3 times and every time been told somoene will contact me soon. Unfortunately this never happened. Most likley I'll just cancel my contract and switch to something else this week as need internet for work. Thank you for looking in to this.

Kind Regards

Mike