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    Sky Max > Capped > Emailed Them

    This is a discussion on Sky Max > Capped > Emailed Them within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi. So it appears my line was capped after I was recently put on LLU at the exchange. Now I ...

    1. #1
      SixtyClear's Avatar
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      Sky Max > Capped > Emailed Them

      Hi.

      So it appears my line was capped after I was recently put on LLU at the exchange.

      Now I sent them an email outlining the potential cap of speed, and the fact that my line has little or no errors and the SNR & Att figures were absolutely fine to handle more.

      This is the reply I got this morning.
      Thank you for contacting Sky Broadband Technical Support.
      I have looked into your account and the tests run to determine the ADSL service available to you. According to these tests, your line has not been capped, the exchange you are connected to is not enabled for ADSL2+ and given your distance from the exchange and line condition the speed you quote as available to you is only very slightly below that shown as available in our test results.

      I apologise if this causes any inconvienience but I am unable to carry out your requests.

      Kind regards
      Andrew
      Sky Broadband Technical Support
      Sky
      Now does this sound correct, as i'm around 800meters from the Exchange as the crow flies, so add another 200meters for it to route itself properly due to following the green BT cabs on the street.

      Just not sure whether that was a T3 reply, or something blurted out by a T1 person on the helpdesk.

      Chris
      Christopher Imrie
      SixtyClear Managed IT Solutions


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    3. #2
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      Re: Sky Max > Capped > Emailed Them

      That aint a T3 reply. we dont deal with the emails

    4. #3
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      Re: Sky Max > Capped > Emailed Them

      I assumed LLU was ADSL2+.

      Or am I mistaken.
      Christopher Imrie
      SixtyClear Managed IT Solutions

    5. #4
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      Re: Sky Max > Capped > Emailed Them

      Sounds like a fob off to me.


      From your other thread:

      Just gone live, bit unsure.


      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 768 Kbps, Downstream rate = 8096 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 13.5 13.0
      Attn(dB): 31.0 19.5
      Pwr(dBm): 19.8 8.6
      Max(Kbps): 10784 1216
      Rate (Kbps): 8096 768

      And then looking at this: http://www.skyuser.co.uk/forum/speed...explained.html


      ...Your attenuation is just about low enough to get the full 16 mbps, subject to noise margin.


      ... Yet your router is only sync'ing at 8096 kbps (a commonly seen cap figure), & still has some "slack" on the nouse margin (it's at 13.5 dB, yet the router should try & sync at the fastest speed it can get - depending on attenuation - with a noise margin of around 6.9 dB).

      And you have the 768 kbps upload speed of the Max service.


      If you want it faster, I'd try the Sky phone lottery, & hope someone actually puts you though to Tier 3.

    6. #5
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      Re: Sky Max > Capped > Emailed Them

      Well apparantly the exchange isn't ADSL 2+ enabled and so I wouldn't be able to get 16MB anyway.
      Christopher Imrie
      SixtyClear Managed IT Solutions

    7. #6
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      Re: Sky Max > Capped > Emailed Them

      I understood that when an exchange is enabled by Sky, it should be capable of 16 mb. Your Exchange is enabled so I would think you should get the full whack. Or do Sky unbundle exchanges to 8mb?

    8. #7
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      Re: Sky Max > Capped > Emailed Them

      My thoughts too. AFAIK, if it's Sky/Easynet LLU, then it should be ADSL2+ enabled & capable of up to 16mbps (well, actually capable of more than that... UKOnline offers up to 22mbps... but Sky's capped at 16 currently).


      I still think it's an 8096kbps cap...

    9. #8
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      Re: Sky Max > Capped > Emailed Them

      It's just getting through to someone who will help.

      They all seem to be reading from a 'script' at the moment. So i doubt i'll bother.
      Christopher Imrie
      SixtyClear Managed IT Solutions

    10. #9
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      Re: Sky Max > Capped > Emailed Them

      SixtyClear, this isn't directed at you, just prompted by your post.

      I dont know why so many people seem to bend over and accept bad service. Generally, if a lot more people were to complain then (ultimately) phone queues etc would be a thing of the past and turnaround times would be slashed. We're given the lowest service we are prepared to accept.

      Bad customer service is self-harm for any company.

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      Re: Sky Max > Capped > Emailed Them

      It has been fixed since my post, uncapped and sync'd at 15MB or so.

      Chris
      Christopher Imrie
      SixtyClear Managed IT Solutions

     

     
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