Wifi intermittent and slow - last 4 days

[n8ldn]

Internet dropped out for a few hours on Wed and Thurs last week.  Router rebooted both times.  Has been slow since (Used to be around 30mbps now 5 mbps).  Rebooted again this morning and same slowness.

Have since reset the router but same issue.

My wife and I work from home and this speed is unacceptable.

Stats below:

Router Statistics
System Up Time: 01:20:47
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 1234672 2038565 0 0 0 01:16:56
LAN Up 521367 311720 0 2 0 01:20:47
WLAN (2.4 GHz) Disable 0 0 0 0 0 00:00:00
WLAN (5 GHz) Disable 0 0 0 0 0 00:00:00
Broadband Link Downstream Upstream
Connection Speed 6016 kbps 799 kbps
Line Attenuation D1(26.6 dB) , D2(57.6 dB) , D3(82.7 dB) U0(15.6 dB) , U1(48.1 dB) , U2(51.8 dB)
Noise Margin 5.9 dB 6.2 dB

[JimM1]

@n8ldn You need to log into your account, run the service checker, when it finds the fault, and you do have one as only connected at 6000bp/s up, should allow you to get an engineer to fix. Also link below to run diagnostic tou your router.

https://www.sky.com/help/articles/broadband-diagnostic-start

[n8ldn]

Thanks @JimM1 

I ran the checker and it replied with this:

Your speed's slower than it should be

Our tests have found the speed to your hub is slower than the one we guaranteed you when you ordered your broadband.

It’s usually temporary and caused by extreme weather in your area, like flooding, strong winds or high temperatures.

Because there isn’t a fault with your line, an engineer can't make your speed faster. Your speed should be back to normal within seven days, but if it’s not, get in touch.

The weather in my area has definitely not been extreme and it doesn't look like they will send an engineer out.  How can this be escalated?

[JimM1]

@n8ldn Run the diagnostic to see if it finds a fault, if not good, call sky 150 from your landline, they will run diagnostic from there end.

As you have went from 30000 to 6000 there is a fault that only sky or enginner can fix, could be weather but as you say not in your area.

[PS35]

My WiFi has been rubbish the past couple of weeks and when testing the connection /restarting etc it says no faults in the area, and everything shows up as connected yet it is unbearably slow or interrupted making it impossible to do anything 

Stats below: 

Router Statistics

System Up Time: 29:36:32

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN PPPoA 12109597 19965697 0 1834529 16341062 29:33:43 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 12229981 6945420 0 10666 25772 29:34:39 WLAN (5 GHz) Up 8361760 5427049 0 15783200 1038911 29:34:33

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Broadband Link Downstream Upstream Connection Speed (Kbps) 23999 1205 Line Attenuation (dB) 12.5 8.1 Noise Margin (dB) 4.2 9.8

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Poll Interval:

Seconds (at least 3s):

Set Interval Stop

[Highlinder]

@PS35Can see from your router stats that you are on the legacy technology of ADSL this is why your Wi-Fi, You have had jus over 29 1/2 hours uptime on your connection. Is there any other services in your area that are available to give you a better speed?

[PS35]

@Highlinder Thanks for translating these stats, that's really helpful to know. Unfortunately my options are really limited where I live - no idea why, I'm in London, and if I was a few roads over, suddenly there's a whole world of high speed broadband to choose from! It's usually fine for what we use it for,  but recently has started to become infuriatingly unreliable and useless.

[Highlinder]

@PS35  What is the mobile signal like where you are?

[PS35]

mobile signal is mostly ok, it sometimes breaks up if im on the phone at the back of the flat, but the sky box is by the phone port at the front if that makes a difference

[PS35]

To update on this - Sky sent me a new router, so that's been replaced. Then the same issues , then they sent an engineer apparently to look at an external problem. I got a text yesterday saying that's been fixed. But it's still hopeless!

Are there any other things I can do ? I've read a few things about changing channels or getting a 3rd party router ? These terms are a bit over my head so I don't want to mess things up even more and would be greatful if someone could put it into dumb-dumb terms for me!

[jamesn123]

Hi @PS35 

Please go to this site and use the 'Address checker' then post the results back here

[PS35]

Hi

Results below:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process FTTP on Demand 330 50 -- Available --

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability Date WBC ADSL 2+ Up to 15 -- 8.5 to 19 Available WBC ADSL2+ Annex M Up to 15 Up to 1.5 8.5 to 19 Available ADSL Max Up to 7 -- 6 to 8 Available WBC Fixed Rate 2 -- -- Available Fixed Rate 2 -- -- Available

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date WBC SOADSL 2+ Up to 15.0 -- 8.5 to 19.0 Available SOADSL Max Up to 7.0 -- 6.0 to 8.0 Available SOADSL Fixed Rate Up to 2 -- -- Available

Other Offerings Availability Date

Exchange Product Restrictions Status FTTP Priority Exchange N WLR Withdrawal Y SOADSL Restriction N

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

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@jamesn123 wrote:

Hi @PS35 

Please go to this site and use the 'Address checker' then post the results back here

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