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    • 1 Post By Justmusic

    Fibre unavailable in the day and slow upstream speed

    This is a discussion on Fibre unavailable in the day and slow upstream speed within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Hi A long post I fear, but I'm having a bit of a saga with my fibre broadband. Prior to ...

    1. #1
      Justmusic's Avatar
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      Fibre unavailable in the day and slow upstream speed

      Hi
      A long post I fear, but I'm having a bit of a saga with my fibre broadband.

      Prior to these events my Sky box was showing connections of 39,999 down and 9,999 up.

      A few weeks ago my area had a power cut for 2.5 hrs, which will have included the fibre cabinet. When the power came back I had no broadband connection. I phoned Sky a few hours later, and after running some tests they referred it to BT Openreach. I just assumed the outage had affected the cabinet, needing a reboot or something similar. After another hour or so the connection came back but at much reduced speeds. It also kept dropping and regaining the connection. Running a speedtest showed the speeds within the test all over the place. A day or two later Sky/BT (?) put DLM on the line which seemed to stabilize things but still at reduced upstream speed.

      After a couple more days I went back to Sky who escalated the issue further with BT. Since then, I have had two engineer visits, including the upgrade of the Master Socket to the latest version (thank you). At no time could the engineer get a stable connection. The physical connections between me and the cabinet have all been checked and double checked. In all, BT were on my case in and around the the house for about 6 hrs. The engineers are now adamant there is no physical cabling issue between my house and the cabinet

      I've since installed a Syslogger on my PC and I'm keeping all the syslogs from the Sky Box. These have confirmed a reasonably regular pattern of available and unavailable. Every day in the past week the connection has dropped some time between 0730 and 0830 and has remained off all day until 1930/2030, when it comes back and remains consistent all night apart from a 'blip' between 0200 and 0400 where it loses the connection and immediately reconnects. Downstream is consistent at 39,999, upstream ranges from 800 to 2500.

      Can anyone shed any light on why this may be happening. Openreach can clearly see a problem but seem disjointed between the infrastructure (ie cable) engineers and those who are specialists in the technical side of fibre.

      I can upload the logs if they are helpful to anyone.

      Thanks for your help.


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    3. #2
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      Re: Fibre unavailable in the day and slow upstream speed

      It sounds like the outage has messed up a card in the cabinet or exchange.

      Sadly you'll need to be persistent and keep calling Sky and they in turn will have to get BTO to get an engineer out.

      The short intervals don't indicate a backhaul problem with heavy traffic. That tends to start earlier in the evening and last until after around 10pm.

      It could be a problem with your connection to the backhaul though.

      See if you have any neighbours who are also on Sky Fibre. Asl them what their experience is like. Also see if any of your neighbours also have Fibre (i.e.BT Infinity or PlusNet Fibre) and see what they are getting.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    4. #3
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      Re: Fibre unavailable in the day and slow upstream speed

      Quote Originally Posted by Scubbie View Post
      It sounds like the outage has messed up a card in the cabinet or exchange.
      The outage shouldn't have affected the cabinet because they have battery backup which is good for around 4 hours. I guess there is a possibility of a surge when the power came back on although I would have thought there would be some sort of surge protection on the DSLAM.

    5. #4
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      Re: Fibre unavailable in the day and slow upstream speed

      Yes the kit should be relatively new and the components should be in good order, but things can and do periodically fail.

      At this time, since we don't have the technical knowledge or access to the local systems, we can speculate. Using some logic on what knowledge we have and provide some good ideas to help progress the issue.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    6. #5
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      Re: Fibre unavailable in the day and slow upstream speed

      I think I finally have some good news (he says tentatively). BTO engineer #3 came today and could only get 15k down (and 440 up), with a huge amount of 'FEC' errors. So he went to the cabinet, and could only get 15k there: so he reset to 40k and came back. Once at home it was back down to 15k but FEC errors now at 0. After a call to the Fibre specialists he went back to the cabinet and was unable to get back to 40k, so arranged a 'lift and shift' (whatever that is).
      RESULT.
      Immediate connection at 40k/10k and - for the last 3 hrs at least - stable. This is the first time since the power outage that I've had 10k up, so I'm feeling hopeful that it's fixed.

      Speedtest.net is currently giving me 15ms ping, 37.34Mbps down and 9.59Mbps up, which seems pretty good to me. It's good to know that the cable between my router and the cabinet is now as ideal as it can be.

      So to close this thread - can someone satisfy my curiosity and explain what the magic 'lift and shift' was all about please?

      Thanks.
      Scubbie likes this.

    7. #6
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      Re: Fibre unavailable in the day and slow upstream speed

      It just means your connection was changed from one card in the box to another.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    8. #7
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      Re: Fibre unavailable in the day and slow upstream speed

      Quote Originally Posted by Isitme View Post
      It just means your connection was changed from one card in the box to another.
      That sounds very straightforward to me.

      Makes me wonder why it has taken 3 BTO engineers 3 weeks to sort this out! The waste of their time and effort in scaling poles and going down manholes must be immense in relation to the effort involved in this final fix.

    9. #8
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      Re: Fibre unavailable in the day and slow upstream speed

      Its a last resort fix. There are only a limited number of cards in a cabinet and some of these are kept in reserve. The duff cards should be marked as not usable, which means there is one more card not available in the cabinet. When all the cards are used up no further places are available until the cabinet gets a major upgrade.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





     

     

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