EE broadband and sky Q

[Kelz275]

Hi I'm wondering if anyone can help me. I moved to EE about 4 months ago and ever since the apps on my sky Q box have been juddering. The only ones affected are youtube, YouTube kids and Spotify. I've tried everything suggested on the sky site and nothings worked so they think it's something to do with my broadband. Any suggestions would be great.

[Kirigaya_Kazuto]

What speed do you get on your EE broadband? What Ping as well? 

Is your Sky box wired or wireless?

[Kelz275]

 just checked and this is what it came back with 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[Kelz275]

Hi thank you for your reply I hope I've done this right. I'm unable to do a wired test as I don't have a laptop or PC. 

 

 

[XRaySpeX]

Thanks. Would you run the speedtest over WiFi?

Are you on the Fibre Max 100 BB package?

[Kelz275]

Hi yes I'm on the fibre max 100 package I've just done the speed test this isnwhat I got 

 

[XRaySpeX]

No, not that speedtest, but the 1 I requested.

[Kelz275]

 

[XRaySpeX]

Well, you are getting sync speeds, 159/29 Meg, appropriate to your Fibre Max 100 package & your speedtests are consistent with them. There is no obvious reason for your BB to be slowing down your access.

To try to get round this issue switch the DNS in the router away from EE's ones to Manual with 1 of these public DNS pairs:

OpenDNS   :	208.67.222.222 & 208.67.220.220
Google DNS:	8.8.8.8 & 8.8.4.4 
Cloudflare DNS	1.1.1.1 & 1.0.0.1