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    Disconnection Frustration!!

    This is a discussion on Disconnection Frustration!! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I am having trouble with my broadband max package. I keep getting disconnected from the internet at random times ...

    1. #1
      Battison10's Avatar
      Battison10 is offline Sky User Member
      Exchange: Cradley Heath, CMCRA
      Broadband ISP: Sky Broadband Unlimited
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      Disconnection Frustration!!

      Hi, I am having trouble with my broadband max package. I keep getting disconnected from the internet at random times and it takes ages for the router to connect again. I spoke to customer services 6 weeks ago and was told I would get a phone call from Tier 3 technical. No phone call. I phoned again 4 weeks ago and was told I woudl get a phone call within 5 days from Tier 3 technical support. No phone call. I phoned back yesterday and was put on hold for 10 minutes and then promptly cut off!! I phoned back again and was again told that I would get a phone call from Tier 3 technical support!! (Do they exist ?) My router downstream rate used to sync at anything between 14000 to 15000 kbps, but now it sticks to the same rate 11614 but I am still getting disconnected. Do you think it might be a problem with the router?

      This is a copy of a log from mossywells bounce sky router program from when I logged on tonight:

      29/03/2007 7:06:35 AM, INFO, Bounce Sky Router version 1.5.0.0 started.
      29/03/2007 7:06:35 AM, INFO, URL Interval: 30000
      29/03/2007 7:06:35 AM, INFO, URL Timeout: 5000
      29/03/2007 7:06:35 AM, INFO, Router Stats Interval: 15000
      29/03/2007 7:06:35 AM, INFO, Router Command Timeout: 5000
      29/03/2007 7:06:35 AM, INFO, Maximum log file count: 10
      29/03/2007 7:06:35 AM, INFO, Logging level: 6
      29/03/2007 7:06:35 AM, INFO, Router IP: 192.168.0.1
      29/03/2007 7:07:09 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:07:09 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 17816ms
      29/03/2007 7:07:10 AM, WEBPAGE, Google The operation has timed out 17875ms
      29/03/2007 7:07:10 AM, COMMAND, An attempt to reboot the router automatically was queued.
      29/03/2007 7:07:13 AM, STATS, 13:18:00; 11614 kbps; 12.9 db; ? bytes; ? bytes
      29/03/2007 7:07:18 AM, STATS, 13:18:00; 11614 kbps; 12.9 db; ? bytes; ? bytes
      29/03/2007 7:07:27 AM, WEBPAGE, Google The operation has timed out 5017ms
      29/03/2007 7:07:27 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 5015ms
      29/03/2007 7:07:57 AM, WEBPAGE, Google The operation has timed out 5044ms
      29/03/2007 7:07:57 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 5042ms
      29/03/2007 7:08:27 AM, WEBPAGE, Google The operation has timed out 5017ms
      29/03/2007 7:08:27 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 5016ms
      29/03/2007 7:08:57 AM, WEBPAGE, Google The operation has timed out 5017ms
      29/03/2007 7:08:57 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 5016ms
      29/03/2007 7:09:22 AM, WEBPAGE, Google Success 172ms
      29/03/2007 7:09:23 AM, WEBPAGE, eBay - The UK's Online Marketplace Success 1324ms
      29/03/2007 7:09:23 AM, COMMAND, Queueing the custom command(s).
      29/03/2007 7:09:23 AM, INFO, No custom commands are configured.
      29/03/2007 7:09:23 AM, INFO, The custom command cycle is complete.
      29/03/2007 7:09:23 AM, INFO, The reboot cycle is complete and the uptime indicates that the reboot attempt was a success.
      29/03/2007 7:09:38 AM, STATS, 00:02:18; 11614 kbps; 13.3 db; 330959 bytes; 39304 bytes
      29/03/2007 7:09:52 AM, WEBPAGE, Google Success 113ms
      29/03/2007 7:09:52 AM, STATS, 00:02:33; 11614 kbps; 13.3 db; 874895 bytes; 80689 bytes
      29/03/2007 7:09:53 AM, WEBPAGE, eBay - The UK's Online Marketplace Success 1285ms
      29/03/2007 7:10:08 AM, STATS, 00:02:48; 11614 kbps; 13.3 db; 1448620 bytes; 128495 bytes
      29/03/2007 7:10:22 AM, WEBPAGE, Google Success 104ms
      29/03/2007 7:10:35 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:10:35 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 13540ms
      29/03/2007 7:10:42 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:10:52 AM, WEBPAGE, Google Success 103ms
      29/03/2007 7:10:56 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:11:01 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 9839ms
      29/03/2007 7:11:14 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:11:22 AM, WEBPAGE, Google Success 151ms
      29/03/2007 7:11:36 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:11:36 AM, STATS, ?; ?; ?; ? bytes; ? bytes
      29/03/2007 7:11:43 AM, WEBPAGE, eBay - The UK's Online Marketplace The operation has timed out 21004ms
      29/03/2007 7:11:52 AM, WEBPAGE, Google Success 68ms
      29/03/2007 7:12:03 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:12:23 AM, WEBPAGE, Google Success 952ms
      29/03/2007 7:12:41 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:12:57 AM, WEBPAGE, Google Success 5885ms
      29/03/2007 7:12:57 AM, WARNING, Problem communicating with router. Auto-reboot may not work. The error message was: The operation has timed out
      29/03/2007 7:12:58 AM, STATS, ?; ?; ?; 4954972 bytes; 4671558 bytes
      29/03/2007 7:12:59 AM, INFO, A worker thread had to be forcibly closed. The thread state was changed from Running to Stopped.
      29/03/2007 7:12:59 AM, WEBPAGE, eBay - The UK's Online Marketplace Success 7176ms
      29/03/2007 7:13:01 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5036008 bytes; 4678933 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:02 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:03 AM, STATS, 00:05:42; 11614 kbps; 13.3 db; 5087607 bytes; 4683097 bytes
      29/03/2007 7:13:07 AM, STATS, 00:05:48; 11614 kbps; 13.3 db; 5407202 bytes; 4731358 bytes


      And these are my router stats:

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: FAST, Upstream rate = 764 Kbps, Downstream rate = 11614 Kbps
      Link Power State: L0
      Mode: ADSL2+
      Channel: Fast
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 14.0 11.5
      Attn(dB): 33.5 19.6
      Pwr(dBm): 1.3 12.4
      Max(Kbps): 15084 864
      Rate (Kbps): 11614 764
      G.dmt framing
      K: 239(0) 24
      R: 16 16
      S: 1 8
      D: 64 8
      ADSL2 framing
      MSGc: 92 68
      B: 238 23
      M: 1 8
      T: 1 1
      R: 16 16
      S: 0.6557 7.7037
      L: 3111 216
      D: 64 8
      Counters
      SF: 2452137 2452135
      SFErr: 19 9
      RS: 240309466 20843147
      RSCorr: 34088 32
      RSUnCorr: 220 0

      HEC: 18 12
      OCD: 0 0
      LCD: 0 0
      Total Cells: 1079132677 70992535
      Data Cells: 539796 446532
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 79 5
      SES: 71 0
      UAS: 14 16
      Total time = 10 hours 56 min 54 sec
      SF = 2452137
      CRC = 19
      LOS = 76
      LOF = 0
      ES = 79
      Latest 1 day time = 10 hours 56 min 54 sec
      SF = 2452137
      CRC = 19
      LOS = 76
      LOF = 0
      ES = 79
      Latest 15 minutes time = 11 min 54 sec
      SF = 44496
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 56009
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 1 day time = 0 sec
      SF = 0
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 56072
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 56009
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 56009
      CRC = 2
      LOS = 2
      LOF = 0
      ES = 3


      I am really sorry about the long post but I have tried to provide as much info as possible. I know there are a lot of people on this forum who's wealth of knowledge is vast and hopefully someone can help me out!!


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    3. #2
      NewsreadeR's Avatar
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      Re: Disconnection Frustration!!

      Hi

      Have you tried turning off the UPnP?

      http://www.skyuser.co.uk/forum/view-routerstats.html

      Towards the bottom of that page, shows you where it is




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