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    Terrible speed every evening

    This is a discussion on Terrible speed every evening within the Sky unhappiness forums, part of the Sky Broadband feedback category; Hi Guys, new the forum (well posting anyway), I hope you can help please I am on Sky Broadband Unlimited, ...

    1. #1
      easyeieio's Avatar
      easyeieio is offline Sky User Member
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      Terrible speed every evening

      Hi Guys, new the forum (well posting anyway), I hope you can help please

      I am on Sky Broadband Unlimited, with a LLU connection

      The last few days, every evening, my download speed has dropped to a crawl. I usually get just under 4 meg consistently during the day ( apparently the max I could get is 4.3 due to my location ), so happy with that.

      BUT each evening it drops to a snails pace, feels like using a dial up modem!

      I'm using a Netgear DG843GT router - using ethernet cable to the main socket. . Wireless is disabled.

      Here is the speedtest result



      and the connection stats from the router

      System Up Time 00:23:08
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 12665 14860 0 2332 10145 00:22:15
      LAN 10M/100M 16328 14208 0 10542 2601 00:23:05
      WLAN 11M/54M 0 0 0 0 0 00:00:00


      ADSL Link Downstream Upstream
      Connection Speed 4095 kbps 796 kbps
      Line Attenuation 48.5 db 31.0 db
      Noise Margin 6.7 db 12.5 db

      Driving me crazy. Rebooting router, unplugging it etc makes no odds. BUT if I try tomorrow morning, it will be back at normal speed for sure. Nothing has changed at all in my setup recently

      Any ideas?

      Cheers

      Ian


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    3. #2
      easyeieio's Avatar
      easyeieio is offline Sky User Member
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      Re: Terrible speed every evening

      By the way, I have unplugged everything else from the router ( xbox, Sky anytime etc )

    4. #3
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      Re: Terrible speed every evening

      Your profile indicates that you are in the Herts area.

      There was a problem earlier this year with a series of exchanges scattered across the UK relating to the 'backhaul' network between the exchanges and Sky. The effects of this is as you are describing.

      Elstree & Borehamwood, St Albans, Welwyn Garden, Stevenage and Welwyn Garden City are still on the 'to be fixed' list.

      The way the issue has developed is likely caused by an increase in the traffic on Sky's backhaul. The fix is to rent or lay more connections between the exchange and Sky's servers. It took a month or so to fix areas of North Wales and Kent. It seems to be taking longer with the others.

      See here for the current information:

      Sky Service Status

      I would also be inclined to call in to Sky and report the issue. Do be aware that the first level of support needs to go through a script to ascertain where the fault is. Go through it and check that everything is fine. Before you call, plug your router into the test socket.

      Try to be nice and persistent: You need to get through to the 2nd level and speak to someone in CST (Customer Solutions Team) to properly log the fault.

      The more people who log this issue, the better. This way they can identify which areas specifically need to get fixed.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

    5. #4
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      Re: Terrible speed every evening

      Many thanks for the reply Scubbie, I'll give them a call

    6. #5
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      Talking Re: Terrible speed every evening

      Also might be a good idea to see what broadband package you are on with sky, there was 2 broadband unlimited packages. The old one was up to 20Mb d/speeds and unlimited usage at 15.per month or 10 per month if have sky talk. since then they made some changes to the broadband packages, the new broadband unlimited has the same up to 20Mb d/speed, unlimited usage and a line stabilisation in place which will insure you get the best possible speed to your property at all times so if your best speed is 16Mb then thats the speed you'll get even through peak times. That costs 12.50 per month or 7.50 per month if you have sky talk. But it is a new 12 month contract for the new unlimited broadband package but it is a better service at a lower price.

      So first see how much you pay for your broadband, then if its 15 or 10 the upgrade allow them to stabilise the line over a 10 day period and then that should resolve the issue for you

      hope this information helps.

    7. #6
      easyeieio's Avatar
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      Re: Terrible speed every evening

      Yep, already on the new package, paying 7.50 per month

    8. #7
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      Re: Terrible speed every evening

      then contact sky and advise them your loosing speed in peak times as this should not happen on this service they will check the line and resolve the issue. Anyone can say what they wish about skys tech team but i feel once you get past the 1st teir tech team they are usually pretty good to resolve.

    9. #8
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      Re: Terrible speed every evening

      Quote Originally Posted by Peepeegav View Post
      then contact sky and advise them your loosing speed in peak times as this should not happen on this service they will check the line and resolve the issue...
      I don't think that you really appreciate the issue with the backhaul.

      The exchanges which I named in my previous post are all in Hertfordshire alone. This is where the OP is according to their profile, but I'm not sure which of the exchanges.

      Every single user in those areas is currently affected.

      The cause is the volume of traffic being funnelled into Sky's backhaul network. Think of this as the backbone. It funnels all the traffic from multiple exchanges to Sky's servers.

      Sky are aware of the issue, hence the service status. The fix is time consuming.

      This issue is also likely to become more common across the whole of the UK, and not just with Sky, as more people connect and speeds increase through FTTC & FTTP. The way in which we now use the Internet has changed dramatically.

      The success of BBC iPlayer, YouTube, Anytime+, on-line gaming, torrents, Social sites and many others have all contributed to the volume.

      Harassing the people in CST will not resolve the issue. It will help to see where the actual problems are affecting better though and in turn highlight that not only is the problem in-going, but increase the need to get it fixed.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

    10. #9
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      Re: Terrible speed every evening

      Just so everyone is aware, there is no point calling in the hope of being put through to CST. They are currently not accepting calls 99% of the time as they are catching up on all the pointless tickets we could have resolved at tier one but are now being forced to send to them, (thankyou sky answers) otherwise we get a zero on our quality scores.

      The most you will be offered is the possiblility of a 72 hour callback, and don't bother holding your breath on that one either....

    11. #10
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      Re: Terrible speed every evening

      I appreciate that tier 1 has to go through the script in the 'Sky Answers' document, but this is something that I believe tier 1 doesn't have the means to report, as it has been pointed out previously.

      This issue is not something that either tier 1 or CST personnel can fix.

      It is something that CST can report further up the chain of support though.

      This is why, as in other similar threads, I've recommended the phone call to sky and to try to get through to CST.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

     

     
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