Working from home over Citrix connection keeps dropping. Work IT say it's excessive ping rates

[Taffyhgl]

Connected using Cisco Workspace.  My connection drops frequently.

I've contacted works IT and they can see an excessive number of Pings, suggesting I contact Sky technical support.  Problem is there appears no way to contact technical support other than the Bot which is not helpful or via this community.

Any ideas to resolve this?

[JimM1]

@Taffyhgl Calling is the option, so dial 150 from the landline and wait until you are connected to sky Customer service, cannot see why your sky Hub would be getting pinged all the time, has it been reset recently and someone is running a BQM against the IP?

[Daniel0210]

@Taffyhgl 

All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent. 

[SKY1992bf]

@Taffyhgl  Do be aware that the broadband being discussed on here is for domestic use only 

whilst customers are free to use it for work from home there is no provision for faster/exta support 

[GD1]

@Taffyhgl  Where possible try using ethernet or powerline adapters, stability over wifi can be problematic if there is interference from neighbouring signals.

Personally if i'm using a connection for work I would avoid wifi at all costs.

[Taffyhgl]

It's a new'ish box having moved from BT in September, which is when the issues began.  I see the occasional connection drop, my wife has multiple connection drops per day.  We had no problems with BT over many years so it's my fault for switching apparently!!

I don't use the landline so will have to call the other number when I can find it.

[Taffyhgl]

Fair enough - I'm not asking for rapid support just the ability to contact someone and fix the problem.    I would expect my broadband to be able to cope with people WFH, we certainly had no issues at all when with BT, problems only started when we switched to Sky in September.

[JimM1]

@Taffyhgl Black sky Broadband hub or the White sky Max hub?

Do you also see anything on th sky Hub when you have a connection issue or drop in the Broadband, see the link below!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start