ping and dropout problems

[Rscragg]

hi i need some help on what to do i live with my mum and she has a 15-21 mbps package, I am a gamer and have been having connection issues for a while now ping issues and drop out issues 

[cookiemonsteruk]

@Rscragg 

Could you "run tests" on your my sky app and post the info in "more about your connection"

[Rscragg]

hi thank you for the response as i have stated it is my mom who pays for the internet so is there another way i can possibly do that

[cookiemonsteruk]

@Rscragg 

Just trying to clarify your mums minimum guaranteed download speed.  The noise margin is raised and there is at least one line drop close to 3 hours ago and her speed could be higher so might be worth while calling sky on

150 from her  landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

with your mum present so she can authorise you to speak to sky

[Rscragg]

@cookiemonsteruk 

thanks for the reply again i am sure that she has the 15-21 mbps package as i used to get 21 mbps but the most i get now is 15mbps 

[cookiemonsteruk]

@Rscragg 

Theres a fault somewhere. So the 18Mbps could be higher. By how much is what i am trying to find out

If you wish enter your mums full postal address below and post the table after removing her address from the image . Don't worry the figures are supplied by openreach

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Rscragg]

[cookiemonsteruk]

@Rscragg 

Ok with a maximum speed of 23Mbps and a guarantee somewhere between the clean and impacted handback thresholds she is just above the highest possible guarantee but it is still enough to cause high ping/latency and the odd line drop. The next thing will be to try and find out how often that line does drop.. Unfortunately if it doesn't drop 10 or more times a day sky won't investigate it

[Rscragg]

sometimes it does drop 10 times a day how can i measure how many times it drops 

[cookiemonsteruk]

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@Rscragg wrote:

sometimes it does drop 10 times a day how can i measure how many times it drops 

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@Rscragg 

sky themselves would have a record of that. 

[Rscragg]

okay thank you how would i ask them and does it need to be dropping more than 10 times a day or over a certain period 

[cookiemonsteruk]

@Rscragg 

10 or more in a 24 hour period. In other it could be dropping more over night and when you ring them with your mum present just cover everything we've discussed. 

[Rscragg]

okay thank you for the advise for that screen shot of the bt thing it says fttp available what does this mean 

[cookiemonsteruk]

@Rscragg 

Full fibre on demand and it will involve the customer paying the full cost sometimes in excess of £8000 therefore its usually taken up by business in areas where fttp isn't available

[Rscragg]

oh okay thank you agian think that might be out of my budget range 😂 so the options that i went through with you would be the best route