Unstable internet

[DarelNick]

We have Sky Ultimate with guaranteed internet in every room, etc. whilst we are getting reasonably good speeds (not convinced it's above the 25Mbps all the time), the stability of the internet it letting us down. Frequently having dips in performance and devices loosing connection. Even though it's only momentary, this has an impact to us working from home, specifically on video calls and using certain software. The stability of the connection was defined as 'bad' or 'poor' on multiple online testing websites

[Highlinder]

@DarelNick  black or white router from Sky?

[DarelNick]

It's a white router!

Thanks 

[DarelNick]

Is anyone able to help with this please? It's making life and writing from home increasingly frustrating

[JimM1]

@DarelNick If you have sky Max, pay the extra subscription then a call to sky (they will test) and explain what options are available to you requiring boosting your wireless wi-fi signal around the home!

First place for you to start!

[DarelNick]

Hi, it's not the range on the WiFi that's the issue. We have extenders around the house so the signal is sufficient. When doing speed tests we get over 300 Mbps, however, video calls on both wired connections and WiFi stutter and lag momentarily, which makes following a conversation difficult. This has only started the last few weeks but we have not made any changes to our network.

[Trumalou]

Exactly the same issue. It appears to be a DNS problem as some sites simply won't resolve. I enrol Apple devices as part of my role. It only works sporadically at home but if I go elsewhere, except any other Sky household (which also have the exact same problems) I have issues. Sky said they're not aware - clearly not checking their forums. I swapped out for my own router but still the same issues. It appears the problem lies with the Sky infrastructure.  If Sky can't even acknowledge there is an issue, there is next to no hope of a resolution, therefore I'll be cancelling  my two year contract very shortly. Can't continue to work at home and also affects my husband who also tries to work from home. 

[JimM1]

@Trumalou If you swapped out for your own hub, then does it not allow you to select the DNS server you want! You need to look at that 3rd party setting! See link for what to do on an Asus, may spark an idea what is needed for your Router!

Answered: Using my own router instead of Sky supplied | Sky Community

[Trumalou]

It does indeee and I have and still have the exact same issues. I had high hopes. It points to an infrastructure issue potentially and a number of other possibilities within that context that I can no longer spend troubleshooting. What is frustrating is I'd already had issues with a commonly used network card. Two new laptops, different models, which suffered woeful connection speeds and barely there signal. After much troubleshooting found that it was to do with Sky deliberately not allowing WIFI 6 traffic unless you paid more money! Wouldn't mind, but it's marketed as wall-to-wall WiFi. I have my own business grade access points so WiFi is turned off at the router. I didn't need 'Wall-to-wall' WiFi from Sky but I did need a technology that's been around for many years. After faffing with that and thinking I could finally enjoy uninterrupted working, I instead have to go elsewhere that doesn't have Sky just to be able to work. WiFi 7 is out so wonder whether more 'throttling' will be done unless paying extra! I've persevered a lot but I'm done - it's like peeling an onion 😫.

[JimM1]

@Trumalou Sorry but your posting makes no sense at all, 100% sky Equipment no issues, 50% Sky - 50% Asus no issues, 100% Asus no issues, so not getting what you have problem wise! Sky DNS does wobble now and again but not very often!

[Trumalou]

I don't see why it makes no sense...? Unless you live in the same location using the same infrastructure, you couldn't possibly rule out issues with the local infrastructure. If it works for you, congrats, although, you said on one hand it works fine and on the other Sky does have DNS wobbles, albeit not often - that would suggest regardless of equipment, the issues are there - albeit not often for you. I know a number of Sky households in the locality with the exact same issues, whether they use a Sky router or not. All Sky could offer, after I'd explained I have my own access points, was boosters - brilliant! I came on here for a solution, but seems there are just those with the same or similar issues. I doubt it would be affecting everyone or Sky would surely do something. I'm considering a VPN to route all traffic away from Sky - losing the will to live with peeling that onion and wonder what else can cause headaches. Virgin wasn't great until I got my own equipment and I swapped only to get a better deal (really regretting that now though!)