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    Sky BB disconnecting

    This is a discussion on Sky BB disconnecting within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi I have been on the Sky BB Mid package for about 2/3 months and at first I had a ...

    1. #1
      bjs2007uk's Avatar
      bjs2007uk is offline Sky User Member
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      Sky BB disconnecting

      Hi I have been on the Sky BB Mid package for about 2/3 months and at first I had a lot of disconnections e.g. every 24 hours. However after ringing Tier 3 regarding this matter I have had my speed capped at 7mb as my line is supposedly only capable of 5mb according to Sky's records/estimate. Ever since the cap has been put on I have noticed the router seems to hold a connection for a couple of days most of the time then the problems set in. About 90% of the time the internet light is still on on the front of the router however I cannot connect to the internet from any of the 3 PC's in my house. I find to rectify this issue I need to unplug the router from the power supply to reset it. The connection works straight away once I do this.

      I suppose my question/query is - Is this normal for the connection to only be constant for a couple of days? Also if this is not normal does that mean I need to be capped at an even lower speed?

      Thanks in advance!!!


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    3. #2
      Alan b's Avatar
      Alan b is offline Sky User Member
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      Re: Sky BB disconnecting

      Post your stats so the experts can have a look.

    4. #3
      Saturday's Avatar
      Saturday is offline Sky User Super Mod
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      Re: Sky BB disconnecting

      Quote Originally Posted by bjs2007uk View Post
      I suppose my question/query is - Is this normal for the connection to only be constant for a couple of days? Also if this is not normal does that mean I need to be capped at an even lower speed?
      No, it's not normal. The symptoms you describe are consistent with line errors building to the point that the connection fails. As Alan b says, post your full stats and they may help confirm this.

      A further cap may well help but far better would be to remove the cause of these line errors (if indeed that's what it is). You'll find plenty of info in the cabling and faceplate help forum.

    5. #4
      bjs2007uk's Avatar
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      Re: Sky BB disconnecting

      Hi here are my stats:

      Showtime Channel: INTR, Upstream rate = 416 Kbps, Downstream rate = 6144 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 12.6 13.0
      Attn(dB): 40.0 25.5
      Pwr(dBm): 19.8 0.4
      Max(Kbps): 6752 1120
      Rate (Kbps): 6144 416
      G.dmt framing
      K: 193(0) 14
      R: 16 16
      S: 1 16
      D: 32 2
      ADSL2 framing
      MSGc: 1 1
      B: 193 14
      M: 1 16
      T: 1 1
      R: 16 16
      S: 1.0824 17.0666
      L: 1552 120
      D: 32 2
      Counters
      SF: 3079433 3079431
      SFErr: 21677 40
      RS: 209401472 13087581
      RSCorr: 162421973 54
      RSUnCorr: 78539 0

      HEC: 18821 20
      OCD: 3 0
      LCD: 0 0
      Total Cells: 758499687 0
      Data Cells: 1946145 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 2986 0
      SES: 1118 0
      UAS: 22 0
      Total time = 14 hours 33 min 4 sec
      SF = 3079433
      CRC = 21677
      LOS = 868
      LOF = 0
      ES = 2986
      Latest 1 day time = 14 hours 33 min 4 sec
      SF = 3079433
      CRC = 21677
      LOS = 868
      LOF = 0
      ES = 2986
      Latest 15 minutes time = 3 min 4 sec
      SF = 10880
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 52931
      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 = 52930
      CRC = 5
      LOS = 1
      LOF = 0
      ES = 3
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52989
      CRC = 4
      LOS = 4
      LOF = 0
      ES = 6
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52931
      CRC = 1
      LOS = 2
      LOF = 0
      ES = 2


      Thanks

    6. #5
      Saturday's Avatar
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      Re: Sky BB disconnecting

      Yes, your line errors are very high and this is probably the cause of your disconnections.

    7. #6
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      Re: Sky BB disconnecting

      It would be worth plugging your router into your test socket behind your master socket face plate, if things improve you have an internal wiring problem.

     

     

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