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Standard User iaintait98
(newbie) Sun 30-Jun-19 16:20:10
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Trouble with Internet - Keeps Dropping (Sky)


[link to this post]
 
Hi there, I'm a novice when it comes to broadband connections but I'm looking to try and improve my current connection.

I've recently become a Sky Fibre Max Customer and ever since the installation, the service has become worse and worse, with common high latency and dropped packets. Making streaming videos/playing online games unbearable.

BQM: https://www.thinkbroadband.com/broadband/monitoring/...

Router Stats:
https://i.imgur.com/axOftHq.png

If anyone is able to detect the fault going on with my connection and what action I should take, that would be greatly appreciated. smile
Standard User Zarjaz
(eat-sleep-adslguide) Sun 30-Jun-19 17:33:59
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
The most common cause of such issues is an incorrect set up within your property.

Can you describe whatís connected, to where, and by how ?

Not whatís connecting to the router, more the phone line, extensions, filters and the like.

Standard User iaintait98
(newbie) Sun 30-Jun-19 17:57:11
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: Zarjaz] [link to this post]
 
Hi Zarjaz,

Currently I have a single socket master socket located in the kitchen, from there Iíve got a phone line extension cable which goes into the wall and leads to the hallway, I replaced the micro filter that was previously there (before I upgraded to Fibre) with the one provided with the router. And from the microfilter, I have the phone line connected to my home phone and have an ASDL cable connected to the router provided from sky.

From the router, I have the Sky Q box connected via Ethernet. PS4, Laptop, around 3 mobiles phones connected at one time via WiFi


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Standard User Zarjaz
(eat-sleep-adslguide) Sun 30-Jun-19 18:08:11
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
Thank you for the info.

Your current wiring set up generates a fault condition known as a Ďbridge tapí, and this is causing the problems you describe.

Doubtless this is the same wiring set up you had before, but as the speed of service increases, the Ďfussierí it becomes to such issues.

I suspect the easiest answer would be to contact Sky, describe your issue, and go through their faulting steps ... they should then make an appointment for a Sky or Openreach engineer to come and rejig the wiring to sort out the issue.

Administrator MrSaffron
(staff) Sun 30-Jun-19 21:14:02
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
What packet loss? There is some but nothing like the levels you would expect to classify as a fault

Also on the high latency, if the connection is behaving nicely when idle suggests nothing seriously wrong. The blocks of yellow - what were you doing at the time? Looks like a pattern from you actually using the connection.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User iaintait98
(newbie) Mon 01-Jul-19 04:27:51
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: MrSaffron] [link to this post]
 
Iím not an expert by any means but I assumed the red dots at the top of the graph indicates packet loss, I might be wrong.

I use the broadband mainly for general entertainment purposes (eg: video streaming and gaming). Currently the internet keeps dropping whenever used, leading to buffering videos and me getting kicked out of/laggy game servers. Which in some cases leads me to use 4G for extended periods of time as the internet can be very unstable at times (multiple times throughout the day). That is the practical way of putting it. Iím trying to put those issues into graphs and statistics to help find the issue and potentially solve it.
Administrator MrSaffron
(staff) Mon 01-Jul-19 09:29:53
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
Yes there is a small amount but nothing that would be considered a fault, fault is when you get spikes that descend half way or all the way down the graph

No sign of resyncs (both on graph and router says its up for 23 hours and counting) so suggestion is it is not the VDSL2 part but Sky network itself and that the BQM is not showing masses of drops suggests it may be even outside the Sky network

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Realalemadrid
(member) Mon 01-Jul-19 09:37:06
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
The evidence from the BQM shows you are not losing the VDSL2 connection and the packet loss you talk about is not significant. I would suggest that WiFi problems are the most likely cause of your troubles. Have you done any tests with wireless disabled and using an ethernet connection to the router?
Standard User gmangt4
(regular) Mon 01-Jul-19 10:03:08
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
Is it WiFi clients that are losing connection and having issues? Your graph looks way better than my VM one except when your actually using it....if WiFi then try the devices with a wired connection that can be wired. Looks to me that your actual broadband connection to the house is not dropping out at all never mind many times a day, WiFi can be very poor depending on many things so best to try wired, especially on gaming systems. If you clarify for the clever folks on here that if its just WiFi clients or its wired also dropping connection you will get feedback more relevant to your issue.
Standard User ukhardy07
(knowledge is power) Mon 01-Jul-19 15:43:33
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Re: Trouble with Internet - Keeps Dropping (Sky)


[re: iaintait98] [link to this post]
 
Uptime of almost 24 hours with no drops, and noise margin of 3db indicates a stable line, as DLM only sets 3db on stable lines.

To have the setup correct; however, you should not have it connected to the end of the extension cable. You need master socket - filter - router. The extension can be used for telephone only, and this can be connected to the phone side of the filter. I do not think this is the root cause of your issues but it wont be doing you any favours.

Wireless wise, what speeds are you getting on the devices you are having issues with? It is very possible the wireless is just struggling in those areas, sky offer boosters for these circumstances. I have a few smile
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