This topic

BT and Sky affected by several issues

Frogmodem — Wed, 05 Jul 2023 06:36:59 GMT

I posted here recently about my BT connection. It turns out that over 20 homes in my street are affected. Slow loading of pages, Gmail often inaccessible and random pages buffering continuously. Even when pages do load the tab at the top has the whirring circle. Both Sky and BT are affected but Talk Talk seems fine. An Openreach engineer was here for ages yesterday and can't find any problems. I get 145 Mb/s download but can't load gmail and many pages are unstable.

One neighbour was sent a new hub but there's no change. When BT tried to access my hub remotely they couldn't. The BT hubs got some kind of update last week apparently and the engineer suggested we report this. Sky has also been changed remotely apparently. Something to do with Sheild(?).

I have both wifi and ethernet, Windows and Android devices. All are affected. As soon as I try a Virgin Media system all is fine.

What on earth is going on?

Re: BT and Sky affected by several issues

licquorice — Wed, 05 Jul 2023 07:03:15 GMT

A congested backhaul link.

Re: BT and Sky affected by several issues

Frogmodem — Wed, 05 Jul 2023 07:08:54 GMT

What is that?

Re: BT and Sky affected by several issues

licquorice — Wed, 05 Jul 2023 07:23:19 GMT

The BT Wholesale backhaul link from the exchange doesn't have sufficient capacity for the number of customers. They should be aware of the problem and hopefully increasing capacity, although that may take some time.

Talk Talk have their own backhaul and don't use BT Wholesale

Re: BT and Sky affected by several issues

DavidM — Wed, 05 Jul 2023 07:52:26 GMT

Hi @Frogmodem and thanks for posting.

Sorry you're having a few problems with the connection. I can check if there's a congestion issue at the exchange. I've sent you a private message so drop me a reply and we'll take it from there.

Cheers

David

Re: BT and Sky affected by several issues

iniltous — Wed, 05 Jul 2023 08:38:16 GMT

Obviously, any firmware update from BT , will only affect BT customers , so if Sky customers are having similar problems it cannot be the BT firmware, and it’s almost impossible that Sky updated their firmware at the same time and it had the same error that caused identical issues to the BT change.
As stated it could be some common part of the FTTP infrastructure that both Sky and BT use , but TT don’t , but TBH , I’m not sure Sky use the same (BTw) backhaul supplier as BT Consumer

Re: BT and Sky affected by several issues

Adam7 — Wed, 05 Jul 2023 09:14:06 GMT

Sounds like i am on the same street and get the same issue, i have received a new router and it has made no difference. If it was an firmware update then i would have thought it would be a country wide issue. I first saw the issue on Wednesday 28th,

BT keep telling me it has to be looked at as an individual issue and not a street issue as Open Reach have not informed them of an issue in the street. Its very frustrating!! I have an engineer arriving on Friday, i don’t hold much hope until they look at the bigger picture.

Re: BT and Sky affected by several issues

DavidM — Wed, 05 Jul 2023 09:18:51 GMT

Hi @Frogmodem and @Adam7 .

Which exchange are you conncted to?

Cheers

David

Re: BT and Sky affected by several issues

Adam7 — Wed, 05 Jul 2023 09:37:20 GMT

According to the web we are on

Name- Grove Park

Code-LSGRO

Re: BT and Sky affected by several issues

Frogmodem — Wed, 05 Jul 2023 10:17:55 GMT

Yes, Grove Park!

Re: BT and Sky affected by several issues

DavidM — Wed, 05 Jul 2023 10:25:22 GMT

Thanks for confirming that guys,

It sounds like an exchange issue. Once we get your details @Frogmodem we'll be able to check and confirm.

Cheers

David

Re: BT and Sky affected by several issues

Frogmodem — Wed, 05 Jul 2023 10:30:37 GMT

All details should be with you now. Sorry for the delay.

Re: BT and Sky affected by several issues

DavidM — Wed, 05 Jul 2023 10:34:42 GMT

No worries @Frogmodem . Leave it with us for now.

Cheers

David

Re: BT and Sky affected by several issues

Frogmodem — Thu, 06 Jul 2023 04:26:30 GMT

Several BT users in the street have switched to a VPN and now have a decent connection. This still needs sorting at BT though as it is quite a serious problem. I can get Gmail via my VPN (McAfee offers one as part of my subscription) and most other sites work well.

Re: BT and Sky affected by several issues

slightlyslowinternet — Thu, 06 Jul 2023 20:40:31 GMT

Hi all

We are SE12, so assume are going through Grovepark exchange. Same issue has been going on around a week. Neighbours are on Sky and have same issue. Very annyoing as everything is fine tethering of our phones. Most things google are really slow or just don't download. Google chrome seems worst. Firefox works slightly better.

Thanks

Re: BT and Sky affected by several issues

Adam7 — Fri, 07 Jul 2023 08:00:46 GMT

I have a open reach engineer on route, he called for a quick update. He has told me talk talk use the same infrastructure as BT and sky. Is that correct as i was under the impression it was different?

Re: BT and Sky affected by several issues

Devon_Dave — Fri, 07 Jul 2023 08:26:04 GMT

BT and sky use the same infrastructure from the telephone exchange out to a customers premises, as mentioned it's the exchange equipment that is different.

Re: BT and Sky affected by several issues

Adam7 — Fri, 07 Jul 2023 08:42:34 GMT

Ok thanks,

an observation i have made is that online streaming (netflix) and my kids online gaming seem to be ok.

the loading of websites is the main problem. I know BT are looking at the issue being backhaul congestion but any chance this could be a DNS issue?

Re: BT and Sky affected by several issues

Frogmodem — Fri, 07 Jul 2023 08:57:39 GMT

I have tried some of the alternative DNS settings, including Google, and they didn't seem to have any effect.

Re: BT and Sky affected by several issues

Adam7 — Fri, 07 Jul 2023 11:51:24 GMT

Open reach engineer attended, did some tests and told me everything was ok. I then asked for the issue to be escalated to 2nd line support. They looked into it and found that there is a problem with the Head End at the exchange. It has a fix date of July 31st.