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    Help / advice needed on line errors and dropouts on Sky Fibre broadband

    This is a discussion on Help / advice needed on line errors and dropouts on Sky Fibre broadband within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Hi All Hoping someone could help answer a query concerning problems I'm having with my Sky Fibre broadband connection. I ...

    1. #1
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      Help / advice needed on line errors and dropouts on Sky Fibre broadband

      Hi All

      Hoping someone could help answer a query concerning problems I'm having with my Sky Fibre broadband connection.

      I upgraded to fibre about a month ago, and all was good for the first two weeks, and getting the speeds I was told I'd get. Then one day I started noticing odd dropouts of my connection on all my devices. These dropouts were becomming more frequent, so I did a speed test and noticed my download speed had dropped by over 20Mbps, upload speed had dropped by 3Mbps, and ping speeds had increased. I contacted Sky, and after doing a line test, they said there was a fault with my line and booked a BT Openreach engineer to come out and investigate. A couple of days later the engineer came out, they did their investigations, found loads of errors on my line, but couldn't find any physical issues with it, they told me the problem could be a possible REIN issue. They advised me to change my home setup, keeping the router away from any sources of interference. They reset all the errors on my line, and told me to keep an eye on my connection and contact Sky again should I get any new problems. One interesting observation from their investigation was that the errors were occurring at around 7:00am every morning. After they left, my broadband speeds were back to the levels they were at when my connection was first activated and the connection was stable, until.....

      ....Yesterday morning at 6:40am, I noticed that my modem routers DSL and Internet lights went out, and after a couple of minutes, came back on. I checked my speeds, and they have dropped again. I contacted Sky once more, they performed another line test and found that even though my line came back as a pass, they noticed my internet connection dropped 5 to 6 times in a 17 hour period, with the longest dropout being just over an hour. I have an engineer coming out in the morning to try and rectify these problems.

      I'm currently using a Asus DSL-N66U N900 modem router on my fibre broadband connection, and my query is whether it could be the router that could be causing these errors? I just want to make sure if it is more likely to be the line at fault before the engineer comes out. When I asked the Sky advisor where these faults were happening he told me it was on the line, so I'm presuming it isn't the fault of my equipment. The router has worked fine when the broadband speeds were as they should be.

      If someone has any views on this I would be very grateful to hear them.

      Many thanks in advance.


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    3. #2
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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      Greetings bigshorty and welcome to the skyuser forum.

      As per Sky's T&Cs you must use the modem/router that Sky provides with Sky Fibre broadband. Whilst many subscribers use 3rd party equipment it may be best to revert to the SR102 (or SR101 with separate modem), at least until the line problem has been resolved.

      The Openreach engineer is unlikely to be aware of this requirement but if Sky send out their own broadband specialist, they will insist on using Sky equipment.

    4. #3
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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      Thank you for the prompt response.

      I will plug the SR102 router in before the engineer turns up. So are you inclined to think that there is more than likely a fault with the line causing these errors, and the errors not being caused by the Asus router I'm using? I've never heard of routers to cause problems with internet connections, would be interested to know if they can.

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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      I don't understand the mechanism but I know that some routers have problems holding a connection on Sky Fibre after working flawlessly with BT Infinity. Whether the Asus DSL-N66U N900 is such a router I don't know. Perhaps someone who is using, or has used, this model would care to comment.

    6. #5
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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      Well, I know now that the fault is with my line. I swapped my Asus router with the SR102 router at 6:30am this morning, and at about 6:55am I noticed that my connection went down. When it came back on, I did a speedtest and my download and upload speed had dropped even further, and ping speed has increased. It seems strange to me that the faults are happening between 6:30am and 7:30am everyday, which was also noted by the first engineer visit I had about two weeks ago. Fingers crossed they can find the cause of the issue today when they come round.

      As for the Asus DSL-N66U modem router I use, I was weary of getting it due to all the indifferent reviews I'd read about it, but it was the only VDSL modem router I could get from the supplier I use. However, when my line is behaving itself, this router performs really well, no problems with signal strength or buffering when streaming on multiple devices. The only criticism I have is that the setup could be easier, I had to tweak a few settings to get it to work, for instance disabling the G.INP, which was enabled on first start up and was stopping it connecting to the internet. All in all a good bit of kit I think.

      Thanks for your help / advice / comments, it has helped me discover that the problems I get are line faults and nothing to do with the routers.

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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      Right a quick update on this, wondering if anyone has any thoughts that they may be able to share with me. Well, after a few days of the Openreach engineer coming out, and resetting the errors on the line, the dropout problem occurred again. I swapped the Asus modem router with the ISPs modem router and still the dropouts happened. I had another engineer come out to my property, and he gave my line a good inspection. I can't remember exactly what he did but he changed a wire in the cabinet, and changed a junction box (at least I think thats what he said) that had gone green and looked corroded. However, he seemed a bit doubtful that the work he did would sort the dropout of connection problems I'm getting. How right he was!! As soon as he left I checked the internet speed and it wasn't as fast as it should be, down by 10Mbps, and then the dropouts started happening again. I've copied some entries from the Asus modem routers system log to see if anyone can tell me what might be going on with my connection. The last 2 entries of this log that relate to WEB user login was myself logging into my router, immediately after the last dropout occurred.

      2016-11-26 18:23:31 dnsmasq[25559]: exiting on receipt of SIGTERM
      2016-11-26 18:23:31 dnsmasq[6545]: started, version 2.52 cachesize 150
      2016-11-26 18:23:31 dnsmasq[6545]: compile time options: IPv6 GNU-getopt no-RTC no-DBus no-I18N no-DHCP no-TFTP
      2016-11-26 18:23:31 dnsmasq[6545]: using nameserver 90.207.238.99#53
      2016-11-26 18:23:31 dnsmasq[6545]: using nameserver 90.207.238.97#53
      2016-11-26 18:23:31 dnsmasq[6545]: reading /etc/resolv.conf
      2016-11-26 18:23:31 dnsmasq[6545]: ignoring nameserver 127.0.0.1 - local interface
      2016-11-26 18:23:31 dnsmasq[6545]: using nameserver 90.207.238.99#53
      2016-11-26 18:23:31 dnsmasq[6545]: using nameserver 90.207.238.97#53
      2016-11-26 18:23:31 dnsmasq[6545]: read /etc/hosts - 4 addresses
      2016-11-26 18:23:32 kernel: ddns_execute(), DDNS is not enable, so remove /etc/ddns.conf.
      2016-11-26 18:33:47 WEB: WEB user <admin> login
      2016-11-26 18:44:48 WEB: WEB user <admin> login

      I would be grateful if someone could look at this and give me a hint as to whats going on, the system log doesn't make much sense to me, as I'm not that technically minded.

      I've supplied the system log to Asus to see if they can elaborate further for me. I've also been in touch with my ISP, who are sending out another engineer for the third time, this time looking more at a possible REIN issue.

      Thanks in advance for any comments.

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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      There's nothing in the logs to give any indication of the problem but take note that with the exception of your logins the log entries only cover a two second period.

      I'm still wondering about the 6:30 to 7:30 timing. Could it coincide with any other action in the household such as central heating start time or use of an electric shower.

    9. #8
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      Re: Help / advice needed on line errors and dropouts on Sky Fibre broadband

      Thanks for the reply.

      The timing of these faults / errors did make me wonder as well, but that was until the Sky advisor told me that my connection was going down at different times of the day. One day it actually went down for about an hour at around 3:00pm, we were unaware of it as there was no one in the house at the time.

      We have gas central heating that's not on a timer, it doesn't usually get turned on until 8:00am to 8:30am if its needed, also the shower is heated using the combi gas boiler, and we tend to shower / bath before bed. I have tried to look around the home to see if we have any equipment that comes on around that time, but there is nothing to my knowledge. We live in a block of 4 flats, and I'm wondering if a neighbour has a piece of equipment that maybe being turned on around that time that could be causing dropouts. The DSL and Internet lights go off during these dropouts, and I've now noticed my broadband speed has dropped a further 5Mbps tonight alone.

      Didn't know if it was worth mentioning but this has only happened since upgrading to fibre, which was just over a month ago. When we had an ADSL connection through Sky we had no connection problems at all, at the most a handful of dropouts in the years I've had the ADSL broadband through Sky.

      I'm at a total loss now, so I guess I've got to wait for the Openreach engineer who's been booked in for Tuesday morning. If you have any other thoughts or ideas on this I'd be grateful to hear them.

     

     

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