How to assess for connection issues with new broadband?

PikeyPriest

PikeyPriest

PikeyPriest

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We moved house in December. The broadband is provided by Sky who were our last provider. Since the move we have noticed the internet behaviour is worse than before. So that if you try to open a website it was b&q.com last week, it just won’t load and it is better to swap to the 1-bar 3G. Other times the websites will load with no issues, but very temperamental and find you need to manually refresh to get a page to load.

When SkyQ was installed last week the engineer started a download the engineer start doing a line check as we had downloaded less than 1% in 15 minutes (80mbps download, usually 65-70 on Speedtest). When you do a speed test it nearly always gives a high speed result consistent with what we pay. When I do a packet loss test packet loss test.com there is a 2.2% loss rate. Is that high or to be expected? Does that explain the issues we are having?

Unfortunately we can’t change the DNS server on the sky router (it’s the new one) so can’t see if it is a DNS lookup issue or not. Is there anything else I should try or further tests I can run?

Thanks for any help!
 
Is this fttc? How far from the cabinet are you? Can you get fttp? What did the engineer say - presumably they didn't do a test that performed badly and then left it broken with no further action planned?

Edit: that packetloss is shocking, it should be around 0.0 - 0.1%.
 
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If you're genuinely getting 11% packet loss then your connection would be borderline unusable, what settings are you using on the site and what server are you testing to? How are you connected to the Sky router?
 
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How are testing the speed? Are you connected via a cable directly to the router or are you testing via wifi?

Do you have anything else in the network like switches or a mesh system etc?

You can change the DNS on the PC to google or cloud flare and see if this makes any difference
 
This is the thinkbroadband monitor link that I started this morning (found out about it from another post). It got slightly better with wired vs Wi-Fi which made me think it could just be the walls (despite being in the same room).

Am I right in assuming that this monitor is from server to router so no impact of Wi-Fi? Also, to me it suggests the line quality is really poor? Am I interpreting correctly? How easy will it be to get Sky to act? Will they say your speed test is ok so no issue or take it seriously? Many thanks




Edit - previous monitor stopped working due to up address slight change
 
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You need to test with your device wired to the router. If you're having problems with wifi, that's something else.
 
That's hot garbage, are you completely sure nothing else is connected that's downloading/uploading/torrenting etc.?
 
Yep definitely nothing else. It is a new router from December 2022, first internet connection we have had at this house since moving. Speed tests generally score ok, but general internet use is poor and frequently 3G (1bar) is better to load websites at times. YouTube and Netflix are not particularly affected though, not sure if the buffer hides the impact.
 
Update - Sky are send a new router, I suspect it is a line rather than router problem though. It is frustrating as if they can connect to me remotely and see a good speed they just assume everything is perfect.

On the plus side, gigaclear is installing in March down my street. So could always see about cancelling if they are struggling to fix. It might be cheaper for them than paying for engineer investigations, but will need to see how the router swap goes.
 
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