high latency but sky customer service doesnt see an issue.

[Garro13]

Hi, can anyone help? I have horrendous latency. Same issues when it's ethernet or wifi.

I've tried this speedtest amongst others and always getting the same result. i have also used different devices to do the speedtest, getting the same result. I have tried replacing the router and again got the same result but sky are saying they dont see any problems and it's getting extremely frustrating. I have taken my phone off the wifi and done the same test using 4g/5g and got much better results so to me the only fix can be on their end unless theres something i dont know but i'd be willing to try.

At this point though i've also said if it cant be fixed i'll change isp but they're saying as they dont see any problems i'll be hit with a leaving charge. Any help or info would be much appreciated.

[Daniel0210]

@Garro13 

Please resubmit your image after blocking out the IP address. Sky ask not to post IP or Mac addresses or telephone numbers/SSID's. 

[Garro13]

[JimM1]

@Garro13 To test your latency and establish wither it is a sky Hub or device issue then you are going to have to switch everything off, have only one Ethernet device connected to the hub and run a test. Speed test's are not the way to do it, you would be better to run a ping against a known connection to see what is going on, if you need help with that post back! Do clear and edit your posted attachment so it can be viewed! sample off a ping run for 10 minutes to check against the hub is below so you have an idea!

Ping statistics for 2a04:4e42:200::81:
Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 31ms, Average = 14ms

[TimmyBGood]

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@Garro13 wrote:

At this point though i've also said if it cant be fixed i'll change isp but they're saying as they dont see any problems i'll be hit with a leaving charge. Any help or info would be much appreciated.

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If low latency isn't actually specified in contract or advertising then your argument for early exit without penalty isn't particularly strong.

It might be worth checking if they used 'ideal for gaming' (or words to that effect) in any of the product blurb.

[JimM1]

@Garro13 As you picture posted was an Upload delay in ping latency, and if you are gaming Ethernet testing is what is required, none off this wireless wi-fi, and a sky Hub is not a gaming unit!

[Garro13]

I get what your saying but these spikes are very common. i also tried at one point swapping my router for another gaming one and the results were exactly the same.

[TimmyBGood]

@Garro13 

A gaming router cannot overcome external latency, which might be introduced by something like the internet content filtering which Sky applies by default.

[JimM1]

@Garro13 Very common that for a slight delay and at that level it's way good enough! Sorry did not see your 1 second response, need a larger Picture for that, anyhow did a quick for you, and NEVER stopped anything so my full network is going wireless/wired!

Ping statistics for 8.8.8.8:
Packets: Sent = 75, Received = 75, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 19ms, Average = 16ms

[JimM1]

@Garro13 Did run at 6 minute test against google, but i do have 8.8.8.8 as my prefered DNS set in the Asus router, result is below!

Ping statistics for 8.8.8.8:
Packets: Sent = 360, Received = 360, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 29ms, Average = 16ms