Packet loss

I am trying to help someone with Sky broadband that suffers from a poor connection at peak times.

In the evening, web surfing becomes slow and unreliable. Speed tests show a big drop in speeds at these times, but are normally still within the providers acceptable range.

When the speed drops there is often more than 10% packet loss when pinging Google and I think this is probably the cause of the poor performance.

Has anybody else had the same problem, and is it possible to get Sky to do anything about it?

In reply to a post by cnfcomps:

Has anybody else had the same problem, and is it possible to get Sky to do anything about it?

Sounds as if they are on the Sky Connect service, and if so probably paying £17 a month for it.

Connect is a very poor service as Sky are renting capacity from BT to connect users in exchanges Sky haven't yet unbundled. Sadly BT's prices are high, so Sky aren't renting enough capacity so you get a lot of congestion issues.

A trace route to show where the packet loss is happening is a start, and confirming if this a LLU or Sky Connect (using BT wholesale platform) is worth while.

In reply to a post by MrSaffron:

confirming if this a LLU or Sky Connect (using BT wholesale platform)

Or just which exchange?