Sky Fibre - Dropping Internet connection

Thought I'd post here as Sky seem utterly clueless (the company not the helpful analysts)

Currently on Sky Fibre.

Internet started dropping intermittently at around 12:00am last night. For an hour, it was the same, then around 1am, the connection seemed to stabilize. Through this time, I'd reset the router, checked cables etc. This issue was on all devices connected to the router, Desktops and Tablets, essentially, no internet, but stats/connectivity/lights all okay.

Same issue this morning. Called sky, they said it could be a router, which I doubt. All lights are white, and no issue connecting to other devices via RDP etc. I'm no techie, but the ping to BBC below could indicate Gateway/DNS etc?. Currently waiting for a call back, but I'm informed a replacement router is on route, but wont be here until next Tue/Wed which is unacceptable have an engineer (open reach) booked for tomorrow, but when I asked would they carry a replacement router, I was told no, which while obvious, is not unhelpful in resolving the issue.

Just wanted to add that when I do reset the router, I get the "additional information may be required..." message, which from working in IT is authentication?

Pinging BBC while the issue is ongoing:

Reply from 212.58.244.18: bytes=32 time=3306ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=27ms TTL=56
Reply from 212.58.244.18: bytes=32 time=38ms TTL=56
Reply from 212.58.244.18: bytes=32 time=30ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=18ms TTL=56
Reply from 212.58.244.18: bytes=32 time=17ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=14ms TTL=56
Reply from 212.58.244.18: bytes=32 time=77ms TTL=56
Reply from 212.58.244.18: bytes=32 time=17ms TTL=56
Reply from 212.58.244.18: bytes=32 time=17ms TTL=56
Reply from 212.58.244.18: bytes=32 time=18ms TTL=56
Reply from 212.58.244.18: bytes=32 time=17ms TTL=56
Reply from 212.58.244.18: bytes=32 time=39ms TTL=56
Reply from 212.58.244.18: bytes=32 time=144ms TTL=56
Reply from 212.58.244.18: bytes=32 time=24ms TTL=56
Reply from 212.58.244.18: bytes=32 time=725ms TTL=56
Reply from 212.58.244.18: bytes=32 time=597ms TTL=56
Reply from 212.58.244.18: bytes=32 time=260ms TTL=56
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 151.226.105.122: Destination host unreachable.
Reply from 151.226.105.122: Destination host unreachable.
Request timed out.
Request timed out.
Request timed out.
Reply from 151.226.105.122: Destination host unreachable.
Request timed out.
Reply from 151.226.105.122: Destination host unreachable.
Request timed out.
Reply from 151.226.105.122: Destination host unreachable.
Reply from 151.226.105.122: Destination host unreachable.
Reply from 151.226.105.122: Destination host unreachable.
Request timed out.
Request timed out.
Reply from 151.226.105.122: Destination host unreachable.
Reply from 151.226.105.122: Destination host unreachable.

Edited by Bamster (Fri 06-Jun-14 13:17:33)

What are the stats from the Sky router - with the integrated VDSL2 modem you have the advantage of visibility of these to see if the connection is dropping.

Also try pinging a host closer i.e. in the Sky network to rule out external issues.

Would you know where the line stats are on the Black Sky Fibre Hub?.
Used to know on the old O2 box

Think I found them..(sorry HTML is disabled for some reason so looks pants)


Router Statistics
System Up Time: 01:24:13
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 2360473 1106187 0 12945504 131936 00:23:26
LAN Up 582117 1205479 0 282896 12011824 01:24:13
WLAN Up 10225 5093 0 0 0 01:23:50

Broadband Link Downstream Upstream
Connection Speed 35909 kbps 6519 kbps
Line Attenuation 24.1 dB 0.0 dB
Noise Margin 6.3 dB 6.6 dB

Edited by Bamster (Fri 06-Jun-14 14:45:20)

Thats the one see if the noise margin changes a lot when there are problems next time

Okay I'll keep an eye on it.

Just to say that speeds are fine when its up, like now, but latency/ping is shocking.

Cheers

EDIT: Dumb*** here forgot he'd switched to Crashplan, so PC2 was backing up. Latency fixed, disconnect not happened since early afternoon but engineer due out tomorrow.

Just an update

Edited by Bamster (Fri 06-Jun-14 18:28:10)