Broadband speed issues

Talula_d

I have sky broadband and my speeds are varying hugely through the day. I have already been on to Sky who are sending me out an ethernet cable to run tests as I cant find my own.
Is there anything I can try in the mean time? This has only started happening the last few days and nothing in the house has changed.
Ive done all the plugging in and out and reseting etc.


Morning speeds are between 9.10 and 10.2

Daytime/Evening are between 0.96 and 1.67

TomOnBoard

Register and set up a quality monitor on your BB link on this site which is free to use:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/06b89dffb48588d4b56c5db9c97c0bae

Run the monitor for a few days and youll get a lot of information that will help you to solve this.

Talula_d

TomOnBoard wrote: »

Register and set up a quality monitor on your BB link on this site which is free to use:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/06b89dffb48588d4b56c5db9c97c0bae

Run the monitor for a few days and youll get a lot of information that will help you to solve this.

Thanks, ill give it a go, its already gone from 9.10 to 2.85 in the last hour, seem to be only getting normal speeds around 7am!

thegills

Most broadband is contended so in the evening when everyone gets home from work the number of users goes up so each users bandwidth goes down.

Talula_d

thegills wrote: »

Most broadband is contended so in the evening when everyone gets home from work the number of users goes up so each users bandwidth goes down.

I totally understand that but do you not think the loss of speeds im only experiencing the last few days is strange? Its a big jump in speed from 7am and 9am.

Talula_d

Screenshot of speeds

TomOnBoard

What devices are you using in the house?

Talula_d

TomOnBoard wrote: »

What devices are you using in the house?

This morning all that is being used is my phone.

TomOnBoard

Talula_d wrote: »

This morning all that is being used is my phone.

Is there anything else switched on and connected, even if no-one is physically using it?

Talula_d

TomOnBoard wrote: »

Is there anything else switched on and connected, even if no-one is physically using it?

The sky boxes are, however neither are in use at the moment.

TomOnBoard

Talula_d wrote: »

The sky boxes are, however neither are in use at the moment.

Can you switch them off?

Talula_d

TomOnBoard wrote: »

Can you switch them off?

Yeah i can ill do that now

TomOnBoard

Talula_d wrote: »

Yeah i can ill do that now

Run a few more speedtests and compare results to earlier.

Talula_d

TomOnBoard wrote: »

Run a few more speedtests and compare results to earlier.

Between 1.51 and 2.00 since turning them off

TomOnBoard

Talula_d wrote: »

Between 1.51 and 2.00 since turning them off

Ok. Can you switch you phone's wifi off and use another device to run another speedtest?

Talula_d

TomOnBoard wrote: »

Ok. Can you switch you phone's wifi off and use another device to run another speedtest?

Ill try the laptop in a few mins and see what that speed test is like

Talula_d

Talula_d wrote: »

Ill try the laptop in a few mins and see what that speed test is like

Tried all the below with wifi turned off on other devices at time of speedtest

1. Ipad - 0.39mbps
2. Samsung Tablet - 0.24 mbps
3. Laptop - 0.23 mbps

TomOnBoard

Well, youve now established that your problem appears to be down to the connection including the router. Youll need to get that network cable and test with a direct connection from the laptop to the router to confirm.

In the meantime, if you set up that Broadband Quality Monitor, itll help a lot more.

RHJ

This post has been deleted.

Talula_d

TomOnBoard wrote: »

Well, youve now established that your problem appears to be down to the connection including the router. Youll need to get that network cable and test with a direct connection from the laptop to the router to confirm.

In the meantime, if you set up that Broadband Quality Monitor, itll help a lot more.

Thanks for your help! Hopefully this will be resolved soon!

Talula_d

RHJ wrote: »

Your not alone OP I'm also a Sky broadband customer and my speeds have also dropped was getting a steady 12mb now down to roughly <0.5 Eir sent a technician to check my line and according to them everything came back clear.

Thanks Tom I'll check out that site if the speed is still terrible by the time I'm home on Monday.

Your joking! Is it only a recent thing for you? What do they suggest for you to do now that the technician hasnt found the problem?

RHJ

This post has been deleted.

babi-hrse

Don't be posting your IP address

Talula_d

Re posting without IP address! New baby in this house which means i have very little brain function at the minute!!!

TomOnBoard

Talula_d wrote: »

Re posting without IP address! New baby in this house which means i have very little brain function at the minute!!!

OK. There's a problem on your connectivity from the internet to the router. Your Packet loss is going to cause a lot of latency and re-transmit issues. Assuming that you are on a copper line to you exchange, you need to report this to Sky so that they can schedule a technician to test ythe line for faults and/or interference.

Check the Router connection cable to the wall-box to make sure the connection is plugged in ok.
Has any physical work been done on poles in your area recently?
Do you have any extensions for landline phone in the house?

TomOnBoard

RHJ wrote: »

This post has been deleted.

Do the same thing as Talula did- set up a Broadband Quality Monitoring session on your link to check for average latency and any packet loss.

I see that the two of ye are in the North Western part of the country (Mayo and Sligo/Letterkenny). I wonder are ye both being shunted via Eir lines to a common exchange for onward to Sky? �� :eek:

Are ye both ADSL?

RHJ

This post has been deleted.

TomOnBoard

RHJ wrote: »

This post has been deleted.

Well, when you do get results from a Broadband Quality Monitor, hopefully you'll be better able to understand whats going on. Being on a 12meg D/L speed leaves such tiny scope for being able to recover from problems.. The upload element is also very important and if that is degraded, it may also adversely affect D/L.

Im sure you can't wait for a SIRO service availability...

Talula_d

Im now in kildare, never changed my location!
No work has been done in my area that im aware of, amd have no extensions for landline either.
Im ADSL too, was told our line can carry 12mb, so should get around 10mb wireless. Speeds tonight 0.75 download 0.72 upload.

TomOnBoard

Talula_d wrote: »

Im now in kildare, never changed my location!
No work has been done in my area that im aware of, amd have no extensions for landline either.
Im ADSL too, was told our line can carry 12mb, so should get around 10mb wireless. Speeds tonight 0.75 download 0.72 upload.

Have you got your latest BQM result? (IP address removed of course )

Talula_d

Here is the latest.

TomOnBoard

Talula_d wrote: »

Here is the latest.

Horrible connection!

They've got to test that line asap next week to check if theres an issue in your gaff or between you and the local cabinet. However, the issue may be further into their network. The physical connection from you to the exchange it may be fine from a DSL perspective, but some problem may have arisen between that exchange and Sky's internal routing to get to "the internet"-

Talula_d

TomOnBoard wrote: »

Horrible connection!

They've got to test that line asap next week to check if theres an issue in your gaff or between you and the local cabinet. However, the issue may be further into their network. The physical connection from you to the exchange it may be fine from a DSL perspective, but some problem may have arisen between that exchange and Sky's internal routing to get to "the internet"-

What should a normal connection look like? I doubt they will do anything until they send out this cable and run tests first!

9726_9726

TomOnBoard wrote: »

Horrible connection!

They've got to test that line asap next week to check if theres an issue in your gaff or between you and the local cabinet. However, the issue may be further into their network. The physical connection from you to the exchange it may be fine from a DSL perspective, but some problem may have arisen between that exchange and Sky's internal routing to get to "the internet"-

There is no Sky internal routing. Actually, the is no Sky. Well, apart from sales...

Sky have no broadband network.

They outsource it to BT Ireland. Sky under-spend on capacity. Your graph shows latency going up at peak. How do you think they are so cheap? By being cheap.

I would think that the only way for Sky to fix this would be to:

1) buy more capacity from their provider (BT)
2) fire half of the customers in your area

If this situation continues when you are cabled, it's pretty much confirmed.

Maybe you could move to another provider that does both copper phone line broadband and SIRO? Negotiate with them to start on copper and move to SIRO when it is ready.

Talula_d

9726_9726 wrote: »

There is no Sky internal routing. Actually, the is no Sky. Well, apart from sales...

Sky have no broadband network.

They outsource it to BT Ireland. Sky under-spend on capacity. Your graph shows latency going up at peak. How do you think they are so cheap? By being cheap.


I would think that the only way for Sky to fix this would be to:

1) buy more capacity from their provider (BT)
2) fire half of the customers in your area

If this situation continues when you are cabled, it's pretty much confirmed.

Maybe you could move to another provider that does both copper phone line broadband and SIRO? Negotiate with them to start on copper and move to SIRO when it is ready.

Ok so you think either way its a problem with Sky and not here?
Spoke with one of my neighbours this evening who also has sky broadband and she also has the sameproblems with her connection. Would this mean its something in the area or that too many are using it?

Talula_d

This is a screenshot of the monitor today!

9726_9726

Talula_d wrote: »

Ok so you think either way its a problem with Sky and not here?
Spoke with one of my neighbours this evening who also has sky broadband and she also has the sameproblems with her connection. Would this mean its something in the area or that too many are using it?

Yeah, I reckon Sky have oversold it. Ask a neighbour with Vodafone or Eir, to compare.

TomOnBoard

9726_9726 wrote: »

Yeah, I reckon Sky have oversold it. Ask a neighbour with Vodafone or Eir, to compare.

OPs service was fine until last week.

My money is on a fault. It needs a tech assessment.

ED E

POST

YOUR

LINE

STATS

Talula_d

This is it

ED E

Yep. Line is fine, no fault.

Either:
A) You've got a VPN of some sort installed (unlikely with multiple devices)
BT have horrendous congestion

The BQM supports congestion. You can raise it with them but macro issues like that are rarely fixed upon a user complaint. Change provider.

TomOnBoard

ED E wrote: »

Yep. Line is fine, no fault.

Either:
A) You've got a VPN of some sort installed (unlikely with multiple devices)
BT have horrendous congestion

The BQM supports congestion. You can raise it with them but macro issues like that are rarely fixed upon a user complaint. Change provider.

Theyres definitely congestion. However, unless another customer is online and flooding the links 24/7, AND only started doing so last week, my money is still on a fault having occurred in the system from the cabinet or exchange back into the the Sky (BT provided per another poster) infrastructure. The packet loss and high latency being reported by the BQM shows it as happening more or less all the time between 2 and 6 ish %.

RHJ

This post has been deleted.

ED E

TomOnBoard wrote: »

Theyres definitely congestion. However, unless another customer is online and flooding the links 24/7, AND only started doing so last week, my money is still on a fault having occurred in the system from the cabinet or exchange back into the the Sky (BT provided per another poster) infrastructure. The packet loss and high latency being reported by the BQM shows it as happening more or less all the time between 2 and 6 ish %.

Look at the talk to forum, huge flood of speed complaints.

If theres a fault its on their core/peering to the public net - aka something that should be fixed within hours. 97 is correct, this is probably them being cheaper than the stingiest Cavan man.

Talula_d

Busy week havent had time to contact sky yet, planning on it today, as we are now getting speedtests of 8mbps ++ but the internet is still unusable!
I attached screenshots of the monitor from tuesday to today, what do you guys think now before i contact sky?

ED E

Send guy support those graphs then have loyalty cancel your contract so you can move.

TomOnBoard

Talula_d wrote: »

Busy week havent had time to contact sky yet, planning on it today, as we are now getting speedtests of 8mbps ++ but the internet is still unusable!
I attached screenshots of the monitor from tuesday to today, what do you guys think now before i contact sky?

Just ensure that youre still reportingon your own external IP. Some providers change the IP every 48 hours.

Talula_d

TomOnBoard wrote: »

Just ensure that youre still reportingon your own external IP. Some providers change the IP every 48 hours.

Its the same IP the last week anyway

TomOnBoard

Send a detailed complaint to tech support by email, with the BQM graphs for each 24 hour period attached. Youll need a record of your dealings with them if you need to escalate things later. On the phone, tech support will be running you through time-wasting hoops following their basic fault-finding protocol as though youre a moron. If they escalate you up the tech support chain and you get a named engineer to deal meaningfully with your issue, the phone-based interaction will hopefully become more meaningful and useful.

Talula_d

TomOnBoard wrote: »

Send a detailed complaint to tech support by email, with the BQM graphs for each 24 hour period attached. Youll need a record of your dealings with them if you need to escalate things later. On the phone, tech support will be running you through time-wasting hoops following their basic fault-finding protocol as though youre a moron. If they escalate you up the tech support chain and you get a named engineer to deal meaningfully with your issue, the phone-based interaction will hopefully become more meaningful and useful.

Thanks ill get on to them today and see how I go. If i change provider am I likely to have the same problems?

Sky have said they wont accept the monitor readings

Marlow

Talula_d wrote: »

Thanks ill get on to them today and see how I go. If i change provider am I likely to have the same problems?

Sky have said they wont accept the monitor readings

If it's upstream issues .. like what it looks like .. it'll be completely different with other providers.

Depends on the provider and how well they are connected.

Vodafone has similar issues as Sky with being oversubscribed. But there are quite a few to choose from, that don't take the piss.

/M