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    Recent high pings, speed crippled.

    This is a discussion on Recent high pings, speed crippled. within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Hi all, Had Sky fibre unlimited installed since late December 2012 and bar the one time I had to phone ...

    1. #1
      Lenaldo's Avatar
      Lenaldo is offline Sky User Member
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      Recent high pings, speed crippled.

      Hi all,

      Had Sky fibre unlimited installed since late December 2012 and bar the one time I had to phone up about an issue (was instantly resolved) it's been largely fine and stable, a dream compared to life before fibre. Just before this Christmas however I'd noticed that in the evenings online gaming was becoming a bit laggy at times and it was taking a little longer for webpages to load fully. This week the problems have become worse during the evening with online gaming near crippled by lag non stop and the connection speed dropping to sometimes under 3mb. I phoned Sky support and was told that the line had no faults and to do the usual channel switching etc to get my speed back up to normal, however, the customer service advisor kept brushing my questions about the ping being erratic aside, saying that Sky offer no support about latency and that all they had to do was ensure that speed was where it said it would be in the contract. Despite a near 45 minute phone conversation I didn't get anywhere, being constantly told "your speed is fine now" and "you should be ok now" even though I insisted the latency was crippling my connection. These problems continued as usual and late last night, my connection fully died and I had the orange smiley on my Sky Hub. I tried resetting the router and modem and unplugging and plugging back in the cables and this didn't solve the problem. Eventually the connection came back of it's own accord after about an hour and continued to be smooth throughout today as it usually does until around the magic 6pm mark when it suddenly started to kick in with the horrible pings, speed drop and laggy gaming connection.

      Below is from last night until this moment in time.



      If anyone could offer any advice about what could be done to solve this problem it would be appreciated.

      Thanks.


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    3. #2
      Scubbie's Avatar
      Scubbie is online now Sky User Moderator
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      Re: Recent high pings, speed crippled.

      I have raised this with someone on the Sky forum.

      I doubt that I'll have an answer before Monday but someone else who has access to the section or myself will update you when we have an answer.

      That looks like a classic backhaul issue to myself though.

      The connection speed isn't the issue. The issue is simply that for the moment too many Sky Broadband customers are sharing the link to Sky's servers from your exchange. This being the case then Sky will need to add an extra link or two from your exchange.

      If they are already on top of it, then we'll be able to give you an estimate of the date when the work should be completed.
      Hedgehog1979 likes this.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

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      Lenaldo (03-01-14)

    5. #3
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      Hedgehog1979 is offline Sky User Member
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      Recent high pings, speed crippled.

      It looks like possible congestion at the exchange, you could ask Sky to check for this. I'm think Scubbie has a contact that may also be able to have this checked for you.


      Sent from my iPad using Tapatalk HD

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      Recent high pings, speed crippled.

      Forget my last comment, I got side tracked while writing my post and can see Scubbie has already replied.


      Sent from my iPad using Tapatalk HD

    7. #5
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      Re: Recent high pings, speed crippled.

      pmsl - No problem Hedgehog. I'm not the only member who has the same access.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    8. #6
      Lenaldo's Avatar
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      Re: Recent high pings, speed crippled.

      Thanks for the swift reply. I'll keep an eye out on here for any updates on this

    9. #7
      Lenaldo's Avatar
      Lenaldo is offline Sky User Member
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      Re: Recent high pings, speed crippled.

      Just had a look at my profile and put my exchange name in there (Houghton-le-Spring) in case my phone area code wasn't what I was supposed to use seeing as I haven't touched my profile since making this account.

      Also a quick update showing what happened after midnight as usual if it helps.


    10. #8
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      Re: Recent high pings, speed crippled.

      That is fine.

      I have just updated the thread where I've asked for more information as your profile indicated that you were on the Sunderland exchange at first.

      In the above graph I can see that things have already started to get busy this evening.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    11. #9
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      Re: Recent high pings, speed crippled.

      Hi Lenaldo,

      Just signed up to say I am having exactly the same problem at virtually the same time points as you - and we arent too far apart (Newcastle Upon Tyne, so possibly a shared backhaul link somewhere).

      As we speak, my latency is running at 3000ms, download speeds are 0.75mb. Its been bad all over Xmas but appalling as of tonight in particular.

      Will be keeping a close eye on this thread (dont want to ring Sky myself at the moment unless nothing comes of this - I use a non standard Sky router and dont want to swap back just to call them if I can avoid it!).

      - - - Updated - - -

      Forgot to say - Scubbie, if this is something you can raise on my behalf as well it would be massively appreciated...sorry for thread hijacking, just seems very closely related potentially.

    12. #10
      Lenaldo's Avatar
      Lenaldo is offline Sky User Member
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      Re: Recent high pings, speed crippled.

      Yeah tonight has been pretty awful for me too



      Hopefully Sky have some good news for us both soon.

     

     
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