Sky Broadband trouble

vikingtraveller

Right, i didn't know which board to post this in, the techie board or this board but i posted here, hoping to get some information which would be helpful

***(if a moderator see's this and it should be in the techie board, could you kindly not delete, but instead move the thread onto the appropriate board, thanks)***


Been a loyal customer with sky for years, and we have Sky Broadband Unlimited sky the Gaming Profile, we are quite a fair few miles from the exchange and the green box is down the road, we usually get 7.4Mbps from it, and Noise Margin of 7 down and 14 up,but since march it has been constantly disconnecting most days, then would reconnect on a lower speed and with a huge noise margin in the 20's

After numerous calls to Sky, they have done so many line tests i lost count, they have done a line optimisation and they even re-installed the profile for our internet yesterday at their end,but last night it crapped out on us, and this morning we had 1.4Mbps with a nose margin of 24, after rebooting the router (the old upright black one) down speed has been 7418Mbps, up is 798Kbps (which is normal) and noise is 6.9 down and 14.4 up

I would ring sky again but they will only do more ruddy line tests, so if anyone has any tips to try and solve the situation i would be thankful

Setup:

Test Socket - Filter - Cable - Router - HardWired to 2 gaming machines (both clean, no viruses/malware)

line from green bt box to house goes past 1 tree but is away from it (not touching, not even in high wind)

Sky have said their line tests came back as a "pass" tech team did one and said their were errors (so a pass but errors.... can't make their mind up) after reinstalling the profile for our line tech team said their was a lot of noise on the line but i explained that nothing had change internally in the building so it shouldn't be that that's the problem, in a facebook message with them they even admitted its a problem with the line outside.

As of yet they have not sent an engineer out as it would cost them and i think they know that.

Im also banned from posting on their Facebook page and sending messages to them as i told the truth about how i had been fobbed off by customer service... but hey ho

Any help...... please.... i play games a lot but also upload youtube videos regularly so you can see why i need it fixing as im trying to upload a video then lose connection and get errors on the video and have to cancel and re-upload (which can be a pain because some videos are over 100Mb in size)

penrhyn

Have you tried going off and on hook with a phone whilst monitoring your broadband connection? I'm thinking there may be a high resistance joint somewhere on your exchange line. I had one and you can sometimes put the fault on with a bit current through the circuit. Sky will have to get BT OR out to investigate. Probably a home visit and use of a TDR to locate the proiblem.

karatepet

I had the same problem and rang them up and asked for a new router and they sent me the latest model and all is fine now.The old router was about 9 year old.When i asked them if it could be the router they said no,so i said i would like to cancel sky and have another provider and they soon changed their mind/

vikingtraveller

@penrhyn

yes, done that, even gone to the measure of buying Cat5e cable with RJ11 connectors but their is still a problem, since friday it crapped out that night, then yesterday and today its been going down every 5-6 hours or so, seems like BT OR need to come out and find the problem, sky even tried to suggest it was my pc that was the problem, but since ive been building my own pc's for 10 years i said that was highly doubtful and they should perhaps not accuse my equipment as it says on their little list of comebacks

penrhyn

Could be the modem, Sky sent me a replacement modem before they would call out BTOR. Do you know anyone with a spare Sky router you could substitute. You did say you were plugged in the master test socket?
You could try monitoring the noise margin with something like Routerstats.

vikingtraveller

penrhyn wrote: »

Could be the modem, Sky sent me a replacement modem before they would call out BTOR. Do you know anyone with a spare Sky router you could substitute. You did say you were plugged in the master test socket?
You could try monitoring the noise margin with something like Routerstats.

No spare router i could lend, the filter is plugged directly into the test socket (master socket unscrewed and left to one side) ive been monitoring for a good month now and every time it DC's the noise drops to zero, when it comes back if the speed is lower the noise is high (around 15-24) it varies, then if i reboot the router it will go back to 7Mbps with a noise of 7-8,i already explained to them its either the router or the line outside and ive asked quite politely and even stated that in the contract "4.c - If a reported fault cannot be remedied by one of our engineers over the phone, then we will either repair or replace your equipment (if required), whichever is reasonably considered to be the most Proportionate"

and you guessed it, those money grabbing gits said "oh no, it doesn't work like that but you can "upgrade" your router for 70 odd quid which i politely told them to **** off, its been stable for 3 hours so far, but it still DC's every now and then (say every 6 hours for example) but its better than before

penrhyn

Have to say this is at odds with the service I've had with Sky, however clearly they are not giving you the service you could rightfully expect.
They have a twitter account, but it seems to me that its time to contact the MD's team.
[EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

vikingtraveller

thanks, i'll e-mail Jeremy now, the internet crapped out on us last night again, woke up to a 2Mbps connection with noise of around the 20 mark, rebooted it, stayed the same, turned the router off at router and wall for 10 minutes as i had a shower, came back and turned it on and hey presto.... still the same XD so thought sod it and went out to get some new hiking boots, came back and it had disconnected yet again, so rebooted and this time it came back with 5.6Mbps with a noise of 7 which was refreshing to see, not the 7Mbps we had the other day but good enough, thankyou penrhyn