Unstable connection speed

[Celine+FONT]

Ever since I renewed my contract about 2 weeks ago, I have noticed the rapid decline in my broadband speed. I keep getting errors on my LG Smart TV saying my connection is too slow, making it impossible to watch Netflix and Disney+, even just a video from youtube stops and the sound keeps going on and off. It's been dreadful. I regret taking Sky again. I have the same problem on my laptop.

[Celine+FONT]

Also I would like to add that nothing has changed at all in our installation for the past 2 weeks either.

[cookiemonsteruk]

@Celine+FONT 

Can you post your hub stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[Celine+FONT]

Router Statistics

System Up Time: 423:13:59

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 24911890 42770445 0 1298280 22113935 48:51:31 LAN Up 136484555 43673790 0 21738336 1458576 423:13:59 WLAN (2.4 GHz) Up 18462807 9958455 409 29192 3670 423:12:22 WLAN (5 GHz) Up 172726314 97171725 0 4173186 0 423:12:09

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 73655 18869 Line Attenuation (dB) DS1:14.7    DS2:34.3    DS3:51.4 US0:5.6    US1:28.6    US2:42.0 Noise Margin (dB) DS1:3.5    DS2:3.4    DS3:3.3 US0:6.3    US1:5.9    US2:5.8

[cookiemonsteruk]

@Celine+FONT 

The speeds look good but there was a line drop 48 hours before you posted. Neither of which are regarded as a line drop.

Did you keep the same hub or did they upgrade that?Did you have any sky booster boxes?

[Celine+FONT]

I didn't upgrade and they didn't send me anything new, it's just been renewed but I have the same equipment 

[Celine+FONT]

I don't have a sky booster box

[cookiemonsteruk]

@Celine+FONT 

I noticed wan mer was downloading at 22Mbps via ethernet. Was this the tv ? Is that connected via ethernet? Does it happen on wifi devices as well?

If you could look at the ends of the ethernet cable is the a cat. Number on the sleeve are all 8 pins on the plug wired?

If only 4 pins are wired then you will need to log back onto the hub and go to ethernet along the top and make sure that it is showing "fast" not "gigabit"

 if all 8 pins are wired ie its cat.5e gigabit or above  then keep it at gigabit

[Celine+FONT]

so I checked and yes it's cat.5e gigabit

[Celine+FONT]

and yesterday it happened again with the sound cutting when watching from Disney+ on the tv, with no other devices using the internet, we were all in the living room trying to watch a movie and we got a messaged on the screen saying our internet connection is slow

[Celine+FONT]

These are today's stats:

System Up Time: 488:06:13

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 51593806 88554974 0 0 0 113:43:45 LAN Up 50059952 32368554 0 0 1 488:06:13 WLAN (2.4 GHz) Up 20738501 11007599 409 0 0 488:04:36 WLAN (5 GHz) Up 201066752 114605832 0 2 0 488:04:22

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 73655 18869 Line Attenuation (dB) DS1:14.7    DS2:34.3    DS3:51.4 US0:5.6    US1:28.6    US2:42.0 Noise Margin (dB) DS1:3.9    DS2:3.8    DS3:3.9 US0:6.2    US1:6.1    US2:6.1

[cookiemonsteruk]

@Celine+FONT 

Is the tv connected directly to the hub by ethernet or via powerline adapters.  Your first hub stats showed speeds of 24Mbps via ethernet which is enough to stream uhd and still have 50Mbps to spare

[Celine+FONT]

it's plugged in directly to the sky hub

[Celine+FONT]

I have tried with a cat7 ethernet cable and no change.

The tv via the Sky Q box works fine, it only happens when streaming from Netflix, Disney+ and Prime video, but the sounds cut off every 30 seconds or so. It started recently about 2 weeks ago. We never had that issue before, we didn't change anything, the TV is a smart LG TV that we got about a year ago, the Sky Q box and the Sky Hub are still the same, nothing has been moved either.