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Standard User bamforp
(newbie) Sun 25-Dec-16 08:34:15
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Sky BQM Graph - how does this look?


[link to this post]
 
We are experiencing frequent interruptions to our internet connectivity which is via a Sky Hub and the Sky Unlimited package. Sky support are blaming our wifi which may be correct but I'd appreciate thoughts on this BQM graph. Does it look like a stable connection?

My Broadband Ping
Standard User kevindb
(regular) Sun 25-Dec-16 23:19:22
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Re: Sky BQM Graph - how does this look?


[re: bamforp] [link to this post]
 
There have been a number of congestion type incidents with Sky/BQM of late. Pings to the likes of BBC appear ok during the 60ms latency jumps, so it's not 'Sky' per se but a link somewhere between the BQM system and Sky.

http://www.thinkbroadband.com/ping/share/17f8bb0574b...
Standard User bamforp
(newbie) Mon 26-Dec-16 12:46:57
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Re: Sky BQM Graph - how does this look?


[re: kevindb] [link to this post]
 
Here are some ping times I took this morning. It looks a bit choppy to me but I don't have a feel for what to expect. I'm really trying to establish if the problem I'm having is due to the Sky service or my home wifi setup.

Pinging bbc.co.uk [212.58.244.22] with 32 bytes of data:
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=69ms TTL=56
Reply from 212.58.244.22: bytes=32 time=32ms TTL=56
Reply from 212.58.244.22: bytes=32 time=13ms TTL=56
Reply from 212.58.244.22: bytes=32 time=85ms TTL=56
Reply from 212.58.244.22: bytes=32 time=7ms TTL=56
Reply from 212.58.244.22: bytes=32 time=75ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=80ms TTL=56
Reply from 212.58.244.22: bytes=32 time=29ms TTL=56
Reply from 212.58.244.22: bytes=32 time=29ms TTL=56
Reply from 212.58.244.22: bytes=32 time=33ms TTL=56
Reply from 212.58.244.22: bytes=32 time=30ms TTL=56
Reply from 212.58.244.22: bytes=32 time=33ms TTL=56
Reply from 212.58.244.22: bytes=32 time=10ms TTL=56
Reply from 212.58.244.22: bytes=32 time=27ms TTL=56
Reply from 212.58.244.22: bytes=32 time=9ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=67ms TTL=56
Request timed out.
Reply from 212.58.244.22: bytes=32 time=205ms TTL=56
Reply from 212.58.244.22: bytes=32 time=27ms TTL=56
Reply from 212.58.244.22: bytes=32 time=33ms TTL=56
Reply from 212.58.244.22: bytes=32 time=61ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=11ms TTL=56
Reply from 212.58.244.22: bytes=32 time=9ms TTL=56
Reply from 212.58.244.22: bytes=32 time=35ms TTL=56
Reply from 212.58.244.22: bytes=32 time=7ms TTL=56
Reply from 212.58.244.22: bytes=32 time=11ms TTL=56
Reply from 212.58.244.22: bytes=32 time=12ms TTL=56
Reply from 212.58.244.22: bytes=32 time=15ms TTL=56
Reply from 212.58.244.22: bytes=32 time=29ms TTL=56
Reply from 212.58.244.22: bytes=32 time=26ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=11ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=23ms TTL=56
Reply from 212.58.244.22: bytes=32 time=22ms TTL=56
Reply from 212.58.244.22: bytes=32 time=32ms TTL=56
Reply from 212.58.244.22: bytes=32 time=7ms TTL=56
Reply from 212.58.244.22: bytes=32 time=28ms TTL=56
Reply from 212.58.244.22: bytes=32 time=15ms TTL=56
Reply from 212.58.244.22: bytes=32 time=22ms TTL=56
Reply from 212.58.244.22: bytes=32 time=8ms TTL=56
Reply from 212.58.244.22: bytes=32 time=23ms TTL=56
Reply from 212.58.244.22: bytes=32 time=89ms TTL=56
Reply from 212.58.244.22: bytes=32 time=12ms TTL=56

Ping statistics for 212.58.244.22:
Packets: Sent = 51, Received = 50, Lost = 1 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 205ms, Average = 29ms


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Administrator MrSaffron
(staff) Mon 26-Dec-16 17:24:24
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Re: Sky BQM Graph - how does this look?


[re: bamforp] [link to this post]
 
BQM will not be affected by WiFi issues as the ping is only to the WAN IP that the Sky Hub is using

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User bamforp
(newbie) Mon 26-Dec-16 18:58:11
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Re: Sky BQM Graph - how does this look?


[re: MrSaffron] [link to this post]
 
So given the BQM and ping results I've posted, is it reasonable for me to insist to Sky that there is a problem with their service provision? If I change provider, is it possible to say how likely it is that I see the same issues? I'm a bit of a novice a diagnosing service issues hence all the questions.

Thanks for the replies so far.
Administrator MrSaffron
(staff) Thu 29-Dec-16 18:42:48
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Re: Sky BQM Graph - how does this look?


[re: bamforp] [link to this post]
 
You can try, but with no information on what the connection parameters are and any error rates this is showing hard to tell if this is a backhaul or just local errors (e.g. rf noise from central heating or Christmas lights)

As for problem with service provision, you need to read your contract carefully to find out what parameters they will judge the service against, and there is will probably be none other than reasonable care.

Thus what you think is bad may not match what they think is bad, even if the issue is nothing to do with the xDSL but network congestion.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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