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    SkyBB Max 'Cease' and D/C story

    This is a discussion on SkyBB Max 'Cease' and D/C story within the Sky Broadband help forums, part of the Sky Broadband help and support category; Right, where to begin? It's quite long so I've pointed it. Our household was on Virgin Broadband but decided to ...

    1. #1
      shiptoncraig's Avatar
      shiptoncraig is offline Sky User Member
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      SkyBB Max 'Cease' and D/C story

      Right, where to begin? It's quite long so I've pointed it.

      Our household was on Virgin Broadband but decided to switch (due to high price and slow speed) to Sky Broadband in November/December 06 once it was available in my area through the Haslington exchange. We applied for it by phone and the operator on there said we needed the MAC code from Virgin. He then said that he could get our account sorted beforehand and we should phone again in 3 to 5 days. However, when he entered our details he said that there had been some kind of error in the database but the details had gone in.

      We phoned again 5 days later to speak to another operator who said that our details were erroneous, so she ceased that account and created another. They said we can expect a router to be delivered (this was early December). Between making the call and receiving the Sky Netgear router sometime later, our Virgin account was stopped.

      The router got to our house eventually and I set it up. It seemed to work fine and connected straight away. Then the disconnections kicked in. I found these forums and read about the noise margin disconnection issue. Like other people, the router would lose it's connection when the noise margin dropped below 6.5dB. Then it would also drop the connection altogether along with the IP address/DNS etc every 1/2 days. No IP addresses or DNS are shown on the status screen.

      We phoned Sky again because of our trouble and another operator said that there had been a cease put on our current account. He told us to wait 2 weeks and by that time, somebody at Sky will have removed the cease. Nothing seemed to have happened.

      We rang again, another operator said that he didn't know what had happened but he would contact the management, who would ring us back in 5 days. No call was received, but they sent us another Sky router. Which to my surprise had the exact issues with the one we were given in the first place. This was about January.

      We haven't rang again and have been stuck with a temperamental 3mb connection, until today when it went down to 1.7mb for no reason. Even with a decrease in speed, we still get frequent disconnects. Strange. What is also strange is that in the 6 months of buggy internet, Sky haven't charged for the Broadband ontop of the Sky TV.

      What is going on? What would be your advice? Thanks alot.


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    3. #2
      Isitme's Avatar
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      Re: SkyBB Max 'Cease' and D/C story

      It looks like Sky don't know what is happening either. As it has been six months and you do have a connection, I think you can forget about cease orders having anything to do with it. You have a poor connection which can probably be improved.

      I would advise you first to read through the various threads in the last two sections on THIS page. There you will find lots of advice on checking your internal wiring etc. In particular I would also advise reading THIS which is very informative. If you have browsed through the forum you will have seen that the first thing you are usually asked to do is post your detailed stats. You can find these using the MOGNUTS utility or installing Mosseywells BOUNCE

    4. #3
      shiptoncraig's Avatar
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      Re: SkyBB Max 'Cease' and D/C story

      Here the are my stats taken using Mossywell's Bounce:

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 416 Kbps, Downstream rate = 1760 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 7.1 14.0
      Attn(dB): 62.0 31.5
      Pwr(dBm): 17.3 5.3
      Max(Kbps): 1920 960
      Rate (Kbps): 1760 416
      G.dmt framing
      K: 56(0) 14
      R: 16 16
      S: 4 16
      D: 8 2
      ADSL2 framing
      MSGc: 1 1
      B: 56 14
      M: 4 16
      T: 1 1
      R: 16 16
      S: 4.2807 17.0666
      L: 456 120
      D: 8 2
      Counters
      SF: 685036 685034
      SFErr: 8959 12
      RS: 11645626 2911394
      RSCorr: 8824019 188
      RSUnCorr: 10252 0

      HEC: 4111 6
      OCD: 0 0
      LCD: 0 0
      Total Cells: 48336617 0
      Data Cells: 1594610 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 7629 0
      SES: 4888 0
      UAS: 21 0
      Total time = 3 hours 14 min 33 sec
      SF = 685036
      CRC = 8959
      LOS = 8223
      LOF = 0
      ES = 7629
      Latest 1 day time = 3 hours 14 min 33 sec
      SF = 685036
      CRC = 8959
      LOS = 8223
      LOF = 0
      ES = 7629
      Latest 15 minutes time = 14 min 33 sec
      SF = 51401
      CRC = 808
      LOS = 741
      LOF = 0
      ES = 639
      Previous 15 minutes time = 15 min 0 sec
      SF = 52931
      CRC = 791
      LOS = 695
      LOF = 0
      ES = 639
      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 = 52930
      CRC = 794
      LOS = 725
      LOF = 0
      ES = 602
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52930
      CRC = 733
      LOS = 628
      LOF = 0
      ES = 588
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52931
      CRC = 669
      LOS = 650
      LOF = 0
      ES = 579

    5. #4
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      Re: SkyBB Max 'Cease' and D/C story

      I take it these stats were taken from your 'normal' router position. If so, remove the front plate from your Master socket and plug into the 'test' socket behind it. Run for a few hours, then post your stats again. This will give an indication whether there is a fault with your internal wiring or it is simply a very bad line.

    6. #5
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      Re: SkyBB Max 'Cease' and D/C story

      MAC from Virgin?

      Did you have Virgin.net ADSL then previously?

      [If you had Virgin's *cable* broadband, then you didn't need a MAC at all...]



      Attenuation of 62dB?

      Oh. With an attenuation that high, you're unlikely to ever get faster than the 3mbps you had initially.

      Have a read of these:

      http://www.skyuser.co.uk/forum/speed...explained.html

      PLEASE READ FIRST: How to obtain and post router stats


      You also have a lot of errors.

      Try the test socket, as suggested by Isitme.

    7. #6
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      Re: SkyBB Max 'Cease' and D/C story

      Hey guys, thanks for the help.

      I plugged the phone line into the socket behind the faceplate, which I am 99% sure is the test socket and it has been connected for a dew hours. Here are the stats:

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 416 Kbps, Downstream rate = 1856 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 7.6 13.0
      Attn(dB): 61.0 31.5
      Pwr(dBm): 17.7 4.0
      Max(Kbps): 2016 992
      Rate (Kbps): 1856 416
      G.dmt framing
      K: 59(0) 14
      R: 16 16
      S: 4 16
      D: 8 2
      ADSL2 framing
      MSGc: 1 1
      B: 59 14
      M: 4 16
      T: 1 1
      R: 16 16
      S: 4.2666 17.0666
      L: 480 120
      D: 8 2
      Counters
      SF: 568354 568352
      SFErr: 2171 66
      RS: 9662030 2415496
      RSCorr: 6749397 508
      RSUnCorr: 2588 0

      HEC: 1060 32
      OCD: 0 0
      LCD: 0 0
      Total Cells: 42291961 0
      Data Cells: 643021 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 2574 0
      SES: 965 0
      UAS: 21 0
      Total time = 2 hours 41 min 29 sec
      SF = 568354
      CRC = 2171
      LOS = 1131
      LOF = 0
      ES = 2574
      Latest 1 day time = 2 hours 41 min 29 sec
      SF = 568354
      CRC = 2171
      LOS = 1131
      LOF = 0
      ES = 2574
      Latest 15 minutes time = 11 min 29 sec
      SF = 40580
      CRC = 209
      LOS = 32
      LOF = 0
      ES = 194
      Previous 15 minutes time = 15 min 0 sec
      SF = 52930
      CRC = 422
      LOS = 59
      LOF = 0
      ES = 355
      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 = 52931
      CRC = 291
      LOS = 100
      LOF = 0
      ES = 296
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52930
      CRC = 66
      LOS = 172
      LOF = 0
      ES = 186
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52931
      CRC = 54
      LOS = 143
      LOF = 0
      ES = 166

      I haven't noticed much change except for a small increase in speed and a slightly better noise margin. What can I do with these stats now?

    8. #7
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      Re: SkyBB Max 'Cease' and D/C story

      Although there is little improvement, there is some, which suggests that your internal wiring is causing some of the problem.

      Before Test Socket
      SF = 685036
      CRC = 8959
      LOS = 8223
      LOF = 0
      ES = 7629

      From Test socket
      SF = 568354
      CRC = 2171
      LOS = 1131
      LOF = 0
      ES = 2574

      Unfortunately, the results from your test socket show that much of the problem is being caused by your phone line, which you can do little about. You could try phoning BT and tell them that your line is noisy, but it may not help. All you can do is follow the advice given in the Cabling section on how to improve your internal wiring.

      You could also download and install TCP optimiser and follow the instructions given in LNB's tutorial, link in post above.

    9. #8
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      Re: SkyBB Max 'Cease' and D/C story

      Cheers for the prompt reply.

      Have there been many previous instances where Sky have not charged for broadband and/or the connection speed just drops after 6 months for no apparent reason? I was getting near the maximum for my 62dB attenuation then it just halved for no reason. I'm thinking we could have been capped because the number of disconnections has decreased since.

    10. #9
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      Re: SkyBB Max 'Cease' and D/C story

      Hey there.
      I have the same exchange as you, and like you, I did initially experience issues in setting up my Sky BB from Pipex (who were my previous ISP).
      It turned out that the biggest issue was the quality of the phone line coming into my house - which was solved by calling out a BT engineer, who confirmed faults, AND REPLACED the dodgy cables just outside my house.

      My noise margins went from a lowly 6/7dB's to 11's or 12's (depending on time of day) - and I'm getting my full 8mb connection. It's well worth getting BT to check your line. I live in an old house in Crewe and I don't think the cables had been checked through for years I think. Maybe it's the same with you?

    11. #10
      shiptoncraig's Avatar
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      Re: SkyBB Max 'Cease' and D/C story

      That's good to know because I also live in Crewe (down a road which branches off of Nantwich Road) and the houses down here are quite old too. From my stats, it seems that my phone is a big cause of errors etc. so I think I will give that a go. Thanks!

     

     

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