just signed up to sky, slow internet!

fenwick458

right, just been on the phone to them for nearly an hour whilst i went thorough a massive long list of things to check, none of which made a difference.
after about half an hour i was put through to another department which i thought was going to be BT, but instead it was just another sky team (CST?) and they couldn't do much either, but they have requested to BT that the line be "suspended and resumed", which can take anything upto 24hrs. after that if nothing has changed i have to ring them back and then BT will have to completely stop and re-start the line as it's the only thing left to do apparently.
so keeping my fingers crossed that by tomorrow it will be sorted, as i do not fancy paying £28 a month for the rest of the year for a service that is , during peak times, the only time i mainly use it, marginally quicker than when i tether my iphone to my laptop and run off 3G!

spike7451

fenwick458 wrote: »

right, just been on the phone to them for nearly an hour whilst i went thorough a massive long list of things to check, none of which made a difference.
after about half an hour i was put through to another department which i thought was going to be BT, but instead it was just another sky team (CST?) and they couldn't do much either, but they have requested to BT that the line be "suspended and resumed", which can take anything upto 24hrs. after that if nothing has changed i have to ring them back and then BT will have to completely stop and re-start the line as it's the only thing left to do apparently.
so keeping my fingers crossed that by tomorrow it will be sorted, as i do not fancy paying £28 a month for the rest of the year for a service that is , during peak times, the only time i mainly use it, marginally quicker than when i tether my iphone to my laptop and run off 3G!

You got thru to my old department,CST was Tier2.
Sorry,I had a brain fart..problem is because you are Off-Net,BT won't allow Sky access to the exchange diagnostic & repair systems.If you were 'On-Net' they could re-profile the line,decrease the line speed,increase it,check for errors ect using the software we had. Unfortunatly BT wont allow access & a fault will be logged on BT ECO (IIRC),bad news is getting BT to do anything as the fault will most likely come back 'no fault found' so it'll be logged again.
Now if I remember,the fault can only be logged three times so if it is still faulty after that,you could try that as a get out clause.

Sorry I did'nt mention that earlier but it's been 2 years since I left & I forgot.

penrhyn

What a carry on.

This is the information on line stats that you wanted.

http://www.kitz.co.uk/adsl/linestats.htm#what_linestats

macman

fenwick458 wrote: »

i have just re-done a quiet line test from the test socket, and it's all gone quiet.
i tested the speed from the test socket a few days ago and it was no different, so i just assumed it was all ok and reconnected it, and since then have just been plugged into the master socket.
so i need to get in touch with sky now and get them to re-profile the line, because when the DLM was first done it was a noisy line and as a result i am gettin slow internet? have i got that right?

So clearly the problem is arising from your own equipment or internal wiring. Can I suggest that you recheck your stats connected to the BT test socket. If things improve then you will need to look elsewhere than Sky for the solution.

fenwick458

macman wrote: »

So clearly the problem is arising from your own equipment or internal wiring. Can I suggest that you recheck your stats connected to the BT test socket. If things improve then you will need to look elsewhere than Sky for the solution.

the router is plugged straight into the master socket now, the old extension had been ditched. so now all i have is the phone and the modem plugged into the adsl filter plugged straight into the master socket.

jamesy1986

spike7451 wrote: »

Sorry,that was squarely aimed at Tier 1 in Lipa,Philippines.
They were/are useless beyond belief & created no end of problems with their lies on fault tickets,inability to do their own job...:mad:
One of the reasons I left!

Haha. To be fair, when I first started I was too afraid not to cold transfer to CST because first time I spoke to one I got the head chewed off me for not making a ticket properly. "Look mate gonna be honest here I started yesterday" was all I could say.

What centre are the CST based?

macman

fenwick458 wrote: »

the router is plugged straight into the master socket now, the old extension had been ditched. so now all i have is the phone and the modem plugged into the adsl filter plugged straight into the master socket.

Please read previous posts. Not the master socket, you need to use the BT test socket. Only this will isolate your internal wiring.

poppett

We have been having exactly the same problem with Sky broadband being extremely slow after about 5pm in the evenings since we signed up in November. Hubby phoned them last night and after about 40 minutes talking to a rep he was basically being told it was BT's fault and there was nothing Sky could do. He told her we are Sky customer's, WE have nothing to do with BT our bills go to SKY so SKY should sort it out with Bt and provide US with the service we are paying for. After doing several speed checks we were down to 0.03. She then told him in a months time they would be taking over the BT exchanges so out up with it until then. He repeated what she said got her to confirm this and was making notes then asked to speak to her manager. She was very reluctant but eventually passed him on. This manager then said 2 months time and they wouldn't compensate for the very abysmal service. Eventually we said we wanted to be released from our contract with them and was put through to the cancellations team.
A very pleasant man spoke to us asking us to explain why we wanted to leave and asked if he could phone us back once he had spoken to the tech team. He kept his promise and called back, telling us that there was no way we should have been told that this service would improve in one month or even two months because this could take some time. He was very sympathetic as we explained that in the evening is when we need the computer most (I have a son studying his A levels and a daughter in yr 9 at school, so coursework, homework needs to be done and my son was actually staying awake until 4am some nights just to get his work done) and he then said he agreed we should be released from the contract so is sending our MAC code out for us.
Hope the OP gets theirs sorted.

penrhyn

Hi poppet, sadly you had been put on the Sky connect package.
This is a rebadged BT product that Sky offer where they have no equipment in your exchange. Its generally regarded as poor and best avoided.
In selecting a new ISP do a Samknows exchange search to see if there are any LLU operators at your exchange.

spike7451

jamesy1986 wrote: »

Haha. To be fair, when I first started I was too afraid not to cold transfer to CST because first time I spoke to one I got the head chewed off me for not making a ticket properly. "Look mate gonna be honest here I started yesterday" was all I could say.

What centre are the CST based?

They were in Belfast up Duncairn Gardens when I was there.Then we merged with Tier3.
I actually got an agent in Lipa sacked for lying on numerous tickets,which was found when we checked back thru them,The script he wrote on each ticket was exactly the same no matter what the issue, & he tried numerous times to put a call thru,which was rejected each time,then he dropped the call thru to me.
No T/S by Tier 1 had been done by him.So my manager got him sacked.