Hi Sean,

I too am having major backhaul congestion problems on Sky Fibre at NEK exchange...especially since Xmas.

Absolutely terrible tonight...10% packet loss, response times are 2000ms plus.

When we had congestion issues at the Hastings exchange it was sorted out within 3 months. It would have been sooner except Alcatel-Lucent, who manage Sky's network, kept putting the date back due to resourcing problems.

Ended up at 80% packet loss last night.

Absolutely ridiculous.

Thanks for the additional feedback from everyone.

Good to find someone on the same exchange with the same issue!

It does seem that ADSL via Sky preforms OK, just VDSL doesn't - I suspect the backhaul for VDSL is awful while ADSL is fine. VDSL is pretty new to this exchange I think.

Here's 10 days of SmokePing https://www.dropbox.com/s/z6uan3ubhvm98ds/10%20Days.png - it is the case that last night was the worst in the last 10 days.

It does appear normal from what I've seen on a number of online forums - that it takes Sky around 3 months to resolve these issues. It's not really good enough, they need to better manage their networks.

The fact they push hard on advertising they don't do any traffic management - I think that's wrong, I'd prefer to be traffic managed and have critical things like VoIP and streaming media to work and non time critical things to take longer.

The switch to anther provider will be happening in 3 days, shall be interesting to see how that works out!

How are you managing to switch to another provider...? I assume you are within contract? I'm wanting to do this as well but hitting a brick wall currently!

The connection has been a ADSL connection for a while, I put in a request to swap to VDSL just before Christmas. Very soon I observed the connection was not fit for purpose.

I emailed Sky within 8 working days notifying them I was cancelling. Their T&C's show that you can cancel within 8 days... I've since had emails back from them stating I can't cancel and to contact them again in 12 months. Well, NO! After my initial contact with them had me very angry, I just proceeded with ordering service with another provider on the line which is to take over the service in a few days.

I'll then continue my battle with their complaints department / ombudsman / Ofcom.

Damn - I'm well past the 8 days

How have your dealings with their support team gone so far? Have they admitted there is a problem?

If you wish to PM me your IP I can set up smokeping on your connection to observe how it compares to mine.

I'd also suggest you set up monitoring here http://www.thinkbroadband.com/ping

It should hopefully be helpful for you to have graphs showing the problematic service, when helping to convince Sky.

To be honest up to now I've avoided contacting them - I'm using a non-sky router at present, and not wanting to swap back just to ring them. I've emailed them today and will see what comes...

I PMd you a little earlier

I wish you lots of luck with regards to getting a useful response from them.

Hmm. the PM hasn't made it to my unfortunately.