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    Who Do I Contact?

    This is a discussion on Who Do I Contact? within the Sky Broadband help forums, part of the Sky Broadband help and support category; I have recently taken Sky Broadband and have found this forum very useful. The problem that I seem to have ...

    1. #1
      cbjroms's Avatar
      cbjroms is offline Sky User Member
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      Who Do I Contact?

      I have recently taken Sky Broadband and have found this forum very useful.

      The problem that I seem to have is that the router seems to be losing its broadband feed on an increasingly regular basis. I have tried different phone sockets but the problem is the same. The connection light blinks orange on booting-up the router and then goes green and internet access is available. But then connection will be lost (light goes out, then flashes amber, then goes out) and yesterday it was only when I returned to the PC 2 hours later that I found the connection light was solid green.

      This seems most likely to be a telephone line problem to me - am I correct?

      Who should I contact; is it a BT issue or a Sky issue?

      Thanks in anticipation.

      Chris


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    3. #2
      Isitme's Avatar
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      Re: Who Do I Contact?

      If you are on Base, this is a Sky service so you should contact them. Have you had a look at the various 'tips' in the forum, to make sure that the fault is not with your internal wiring before you waste time and money phoning Sky?

    4. #3
      Koala5's Avatar
      Koala5 is offline Sky User Member
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      Re: Who Do I Contact?

      Before you ring anyone I would extract your detailed router stats using this Sky Netgear DG834GT utility version 0.4 and post them here, we will take a look and see if there is anything obvious.

      It is best to do this and do the checks first because:
      If you ring Sky and they find noise on your line they are likely to cap you and reduce your speed until the line becomes stable.
      If you ring BT they will only check up to the master socket connection in your house, if they find no fault on there line they will charge you for the call out.
      These sort of problems can often be caused by poor extension wiring, the best thing to do is find your master socket which is the first one as the BT line comes into the house. Remove the face plate and behind there you should find a test socket, by removing the face plate it will disconnect all your extension wiring. Plug your router into the test socket, if the problem goe's away you know it is your internal wiring causing the problem.
      Last edited by Koala5; 18-05-07 at 04:50 PM.

    5. #4
      cbjroms's Avatar
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      Re: Who Do I Contact?

      I have run the utility and captured the following:

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 128 Kbps, Downstream rate = 544 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 7.5 6.0
      Attn(dB): 63.5 31.5
      Pwr(dBm): 15.3 12.3
      Max(Kbps): 640 260
      Rate (Kbps): 544 128
      G.dmt framing
      K: 18(0) 5
      R: 16 8
      S: 8 8
      D: 4 4
      ADSL2 framing
      MSGc: 1 1
      B: 16 5
      M: 8 8
      T: 1 1
      R: 16 8
      S: 8.9411 9.3333
      L: 136 48
      D: 4 4
      Counters
      SF: 94097 94095
      SFErr: 11 0
      RS: 799832 799807
      RSCorr: 28854 0
      RSUnCorr: 26 0

      HEC: 9 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 2052618 0
      Data Cells: 66178 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 4448 0
      SES: 4420 0
      UAS: 3702 0
      Total time = 9 hours 52 min 3 sec
      SF = 1811803
      CRC = 508
      LOS = 8899
      LOF = 0
      ES = 4448
      Latest 1 day time = 9 hours 52 min 3 sec
      SF = 1811803
      CRC = 508
      LOS = 8899
      LOF = 0
      ES = 4448
      Latest 15 minutes time = 7 min 3 sec
      SF = 24936
      CRC = 0
      LOS = 609
      LOF = 0
      ES = 235
      Previous 15 minutes time = 15 min 0 sec
      SF = 52930
      CRC = 7
      LOS = 1210
      LOF = 0
      ES = 495
      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 = 50812
      CRC = 164
      LOS = 376
      LOF = 0
      ES = 202
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52930
      CRC = 2
      LOS = 121
      LOF = 0
      ES = 107
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 2704
      CRC = 0
      LOS = 7
      LOF = 0
      ES = 5

      Grateful for some expert advice please.

      Thanks in anticipation.

      Chris

    6. #5
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      Re: Who Do I Contact?

      You do seem to have problems there Loss of signal errors etc, first step would be to find your test socket behind the face plate of the master, pulling the face plate off should disconnect any extension wiring, if things improve plugged in there then you have an internal wiring problem, if not then it could be the BT line at fault.

     

     

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