Sky router only connecting at 2.5MB

vinnyv

Hello,

I have had sky broadband unlimited for nearly a year and I recently started making noises about connection speeds as Sky have launched Anytime+, I have purchased an Xbox and my TV is capable of IPlayer. The package is up to 20MB which I fully understand by nature of the term “up to”.

I logged onto my sky router (Sagem) and check the connection speed, the router is only connecting at 2045Kbps downstream and 608Kbps upstream which is far different from the up to 20MB.

I signed into my “MySky” account the checked the broadband details and sky have estimated my line is capable of 4.5MB connection. I carried out the recommended check on their website, i.e filters, ensure the router is plugged in the master socket, compare stats between the test socket and actual socket which by the way was no different. I work in IT so not a noob to technology.

To my frustration I emailed sky as I refuse to pay the call charge for the help number. Following no responses back from sky after two I decided to call them.

The person I spoke to checked my line and said that it is only capable of speed up to 2.8MB only which is hard to believe as I have had 3.7MB before and I pointed out that my “MySky” account is stating speeds of 4.5 MB, she said that is was an estimate only. She said that if she increases my line speed any more it will be unstable.

I am basically left with an internet connection only capable of connecting at 2045Kbps which is appalling.

The only option I have is to move over to Virgin media for Broadband, which to make it economical is to move my entire package, phone, tv and broadband over severing all ties with Sky. My broadband contract has already expired, however my contract for tv and phone line does not expire until 21st July which leave me in a quandary.

Am I able to cancel early on the basis of poor service as I would like to switch over sooner?

I’d rather avoid moving away from sky but given no choice, any ideas or suggestions in improving my broadband speed?

I don’t quite trust the judgement of the helpdesk person I spoke to as she didn’t seem that willing to assist.

Thanks
A not very happy Vinny L
:mad:

WelshBluebird

For a start, 2Mbps really isn't "appalling". Its a lot better than many other people can get (my friend can only get 400Kbps).


Now, sky are totally right in the 4.5Mbps figure is just an estimate. Actually, more of a guestimate. The actual speed you can get depends on so many different things it is nearly impossible to always get an accurate estimate for a line.


I really doubt you have any leg to stand on as the package is upto, and it isn't skys fault that you can only get 2Mbps. The same would probably be true with any ISP using ADSL.


However, there are a couple of things you can try:
1 - Is the router plugged into the phone "master socket"? If not try that.
2 - If it is, check to see if you have an NTE5 faceplate (should look like this).
3 - If so unscrew the faceplate and plug the router into the "test socket" behind (Should look like this).
4 - See if you have an improvement. If so, then you can get a "faceplate filter" to replace the original faceplate and that should allow you to have the improved speed with the router plugged into the normal master socket.


Also, before you try that (and maybe after), can you try to find out the downstream attenuation and downstream SNR margin figures. They will be reported somewhere in the routers menus (not sure where exactly with the sky routers). These will give a better idea of how good / bad your telephone line is and what speed you could possibly get.

vinnyv

Thanks for the tips, I have already gone through the master socket and test process. The Stats were no different between the master and master test socket. Which indicated the line between my local exchange and entry point to my house is poor or too far.

This leave me the only option to goto virgin media to get round this but do not want to wait tilll July to move over or pay for two lots of services.

steveE2

WelshBluebird wrote: »

Also, before you try that (and maybe after), can you try to find out the downstream attenuation and downstream SNR margin figures. They will be reported somewhere in the routers menus (not sure where exactly with the sky routers). These will give a better idea of how good / bad your telephone line is and what speed you could possibly get.

Type 192.168.0.1 in web browser
then Show statistics

vinnyv

Folks,

As per my original thread, I have already carried out testing the stats on the master socket and the test socket by moving the faceplate. The stats between the master and test socket are no different.

vinnyv

I'lll post these on tonight.

penrhyn

espresso wrote: »

But what are your line stats!

Beat me to it:D

vinnyv

Here are my router stats when connected to my master test socket.

Router Statistics

System Up Time: 33:09:14

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN MER 87627 104426 0 0 0 33:07:35
LAN 42 0 0 0 0 33:09:14
WLAN 144270 119217 0 0 0 33:08:49

ADSL Link Downstream UpstreamConnection Speed 2045 kbps 604 kbps
Line Attenuation 55.0 db 32.0 db
Noise Margin 7.8 db 15.5 db

penrhyn

The router should sync at around 7db, so your speed could be a little faster. Sky have probably capped your speed to ensure stability .
Try taking your router stats at different times say in the middle of the day, and after dark.
If both give you noise margins above 7 db, then get on to Sky and see if they will wind up the wick a tad.
One more thing, try a quiet line test.
Remove everything and connect a wired telephone, (dial 17070 and select option 1)

vinnyv

Thanks, will give that a try.

Cheers

vinnyv

penrhyn wrote: »

The router should sync at around 7db, so your speed could be a little faster. Sky have probably capped your speed to ensure stability .
Try taking your router stats at different times say in the middle of the day, and after dark.
If both give you noise margins above 7 db, then get on to Sky and see if they will wind up the wick a tad.
One more thing, try a quiet line test.
Remove everything and connect a wired telephone, (dial 17070 and select option 1)

Incidentially when I spoke to sky two days ago, they said they cannot increase my speed any more at it will cause stability problems.