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    losing connection

    This is a discussion on losing connection within the Sky Broadband help forums, part of the Sky Broadband help and support category; Thanks again. I contacted Sky earlier today. After trying to fob me off by saying I shouldn't have any extensions ...

    1. #21
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      Re: losing connection

      Thanks again.

      I contacted Sky earlier today. After trying to fob me off by saying I shouldn't have any extensions running from the main BT socket, they eventually agreed to "open a ticket?" to a higher tier to investigate the problem.

      I was asked to contact them again tonight but having arrived home late I've not had chance. However, on checking the latest stats, I wonder if they have already taken some action:

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 288 Kbps, Downstream rate = 1344 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 15.2 13.0
      Attn(dB): 63.5 31.5
      Pwr(dBm): 16.2 7.1
      Max(Kbps): 2592 736
      Rate (Kbps): 1344 288
      G.dmt framing
      K: 43(0) 10
      R: 16 16
      S: 4 16
      D: 32 8
      ADSL2 framing
      MSGc: 1 1
      B: 43 10
      M: 4 16
      T: 1 1
      R: 16 16
      S: 4.3636 17.4545
      L: 352 88
      D: 32 8
      Counters
      SF: 759196 759194
      SFErr: 18 0
      RS: 12906348 3226574
      RSCorr: 1535 182
      RSUnCorr: 53 0

      HEC: 13 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 40910432 0
      Data Cells: 106625 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 10 0
      SES: 8 0
      UAS: 21 0
      Total time = 3 hours 35 min 33 sec
      SF = 759196
      CRC = 18
      LOS = 10
      LOF = 0
      ES = 10
      Latest 1 day time = 3 hours 35 min 33 sec
      SF = 759196
      CRC = 18
      LOS = 10
      LOF = 0
      ES = 10
      Latest 15 minutes time = 5 min 33 sec
      SF = 19643
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 52930
      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 = 52931
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52989
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52930
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0

      As you can see, the SNR is well up from around 8/8.5 to 15.2, but the speed is down from 2048 to 1344. I've rebooted a number of times and the stats are always the same. Does this make any sense? Is this what you would expect if BT replaced "tie pairs" (something Sky/BT did for another customer who had a similar problem, as explained by a contributer in an earlier post)?


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    3. #22
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      Re: losing connection

      This looks to me like Sky may have treated the symptoms rather than the cause!

      By capping the line to a slower speed the SNR or noise margin is automatically increased so it sort of solves your disconnection problem but you are now connecting at a slower speed than you would be if they hadn't done it!

      The key question now is what happens when you make a 'phone call. If the noise margin still drops then all they have done is conceal the problem rather than fixing it!

    4. #23
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      Unhappy Re: losing connection

      This site is amazing. I did not know it existed until today and the help it can give. Most of the technical data well over my "old grey head" but gives me plenty of options to try.

      I sent an email to SKY stating that I lose connection through broadband at roughly the same time each evening for about 3 hours. My PC throws up the white screen stating that it "cannot display that page", even though it says website found. Sometimes if I type in the dreaded address of bt.com in the address bar it suddenly finds it and opens the site. I can then use the internet. I even lose downloads that started running before that time.

      When I asked SKY for advice they suggested that the fault may be in my home. Somthing electrical starting up at that time, it could even be the central heating???? What are they teaching their computer engineers??
      I have tried turning off the power and rebooting the wireless router but that does not help, so I will attempt to print out all of these pages and have a crack at it.

      Any simple to understand fixes would be appreciated.

      Dave Byrne

    5. #24
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      Re: losing connection

      Hi Dave

      Hows the driving tests going?

      Try this page to see it will help you with the disconnects etc

      SkyUser - How to turn off UPnP

      If not someone else will offer some advice probably.




      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

      Follow us on Twitter @skyuser

    6. #25
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      Re: losing connection

      Quote Originally Posted by DAVID-BYRNE View Post
      When I asked SKY for advice they suggested that the fault may be in my home. Somthing electrical starting up at that time, it could even be the central heating???? What are they teaching their computer engineers??
      I have tried turning off the power and rebooting the wireless router but that does not help, so I will attempt to print out all of these pages and have a crack at it.

      Any simple to understand fixes would be appreciated.

      Dave Byrne
      In truth they were not trying to pulll a fast one, evening disconections can be atributed to many factors (more people on line / central heating / street lights plus many more wierd things) all of these will cause problems with the frequency's used for adsl signals (generating noise) even you home internal wiring may be picking up radio waves (more so in the evening). the problem is then how the router filters this for your connection. the router sets its self a noise to signal ratio (SNR) of about 7db, when all of the above start to kick in you SNR may be dropping and anything under 6db (on the sky router) will give you lots of problems with disconnections (and connecting back)

      (have a read of the links in my sig to get a better explanation)


      Once you have done this, have a look for the mognuts utility (in one of the sigs) and post your detailed stats for people to have a look.

      one thing i may be able to say for certain, is that you should be able to improve your connection (just not sure of the best way to go until your stats are posted)

    7. #26
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      Re: losing connection

      Just want to say it's refreshing having that tool to show the SNR and advise what's wrong plus I didn't know about a 3rd wire in the faceplate, anyone thatcan PM me to give further info on that would be great
      It doesn't get better than this band lol

    8. #27
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      Re: losing connection

      Agree with the sentiments about this site. Even though I still have a slight problem, the improvement since starting this thread is amazing thanks to the help and advice received here.

      Anyway, back to the problem. The SNR does still drop during telephone calls. During a call this morning for instance it went down from 15.8 to 13.4.

      Should I ask Sky to remove the cap and trust them to locate and fix the noise problem? Is it likely to be something that is relatively easy to rectify?

      Or should I perhaps ask them to make the cap higher (if possible?), say to 1700/1800, and hope that noise levels will then not drop low enough to cause disconnections? Any other suggestions?

      I guess that if the problem isn't located and fixed I would never be able to upgrade in the future.

    9. #28
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      Re: losing connection

      I suffer terribly from dropped connections on the evening. It happens every night, every five minutes. It's a nightmare.

      It would be great if someone could have a look at my stats and point me in the right direction.

      Should be noted I have no test socket, so that's not an option.

      Thanks.

      ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 768 Kbps, Downstream rate = 5216 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 8.4 13.0
      Attn(dB): 51.0 31.5
      Pwr(dBm): 19.8 11.3
      Max(Kbps): 5792 1120
      Rate (Kbps): 5216 768
      G.dmt framing
      K: 164(0) 25
      R: 16 16
      S: 1 8
      D: 64 8
      ADSL2 framing
      MSGc: 1 1
      B: 164 25
      M: 1 8
      T: 1 1
      R: 16 16
      S: 1.0969 8.6153
      L: 1320 208
      D: 64 8
      Counters
      SF: 18630512 18630510
      SFErr: 691303 896
      RS: 1266874836 158359335
      RSCorr: 683867497 7912
      RSUnCorr: 5433411 0

      HEC: 637475 772
      OCD: 2150 226
      LCD: 4 110
      Total Cells: 3889597108 0
      Data Cells: 27050355 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 38268 0
      SES: 15438 0
      UAS: 38 0
      Total time = 1 days 15 hours 59 min 38 sec
      SF = 18630512
      CRC = 691303
      LOS = 4448
      LOF = 0
      ES = 38268
      Latest 1 day time = 15 hours 59 min 38 sec
      SF = 3386960
      CRC = 160610
      LOS = 208
      LOF = 0
      ES = 10198
      Latest 15 minutes time = 14 min 38 sec
      SF = 51637
      CRC = 4
      LOS = 2
      LOF = 0
      ES = 2
      Previous 15 minutes time = 15 min 0 sec
      SF = 52930
      CRC = 36
      LOS = 3
      LOF = 0
      ES = 6
      Previous 1 day time = 24 hours 0 sec
      SF = 5082322
      CRC = 423795
      LOS = 632
      LOF = 0
      ES = 19495
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 52990
      CRC = 2
      LOS = 2
      LOF = 0
      ES = 2
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52930
      CRC = 2
      LOS = 2
      LOF = 0
      ES = 3
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52930
      CRC = 2
      LOS = 4
      LOF = 0
      ES = 4

    10. #29
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      Re: losing connection

      Quote Originally Posted by andothfc View Post
      I suffer terribly from dropped connections on the evening. It happens every night, every five minutes. It's a nightmare.

      It would be great if someone could have a look at my stats and point me in the right direction.

      Should be noted I have no test socket, so that's not an option.

      Thanks.

      Previous 1 day time = 24 hours 0 sec
      SF = 5082322
      CRC = 423795
      LOS = 632
      LOF = 0
      ES = 19495
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 52990
      CRC = 2
      LOS = 2
      LOF = 0
      ES = 2
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52930
      CRC = 2
      LOS = 2
      LOF = 0
      ES = 3
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52930
      CRC = 2
      LOS = 4
      LOF = 0
      ES = 4
      Something, probably line noise, is causing intermittent very high error rates. Very few in the last hour of these stats, but over 8% in a 24 hour period.

      I would first check behind your master socket to see whether you have any wires, ususally orange and white, connected to terminal 3. If so then remove them as they are not needed and often act as a noise aerial!

      If not, then you are looking for possible electrical interference causing the disconnections, but this can be hard to find unless you can think of any electrical equipment which runs at the time of the problem.

      You can get Sky to cap the line to a lower speed which may stop the problem, but I would first try to find the cause.

    11. #30
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      Re: losing connection

      Quote Originally Posted by eyemdee View Post
      Something, probably line noise, is causing intermittent very high error rates. Very few in the last hour of these stats, but over 8% in a 24 hour period.

      I would first check behind your master socket to see whether you have any wires, ususally orange and white, connected to terminal 3. If so then remove them as they are not needed and often act as a noise aerial!

      If not, then you are looking for possible electrical interference causing the disconnections, but this can be hard to find unless you can think of any electrical equipment which runs at the time of the problem.

      You can get Sky to cap the line to a lower speed which may stop the problem, but I would first try to find the cause.
      Thank you for your advice. I had a look and we have nothing in terminal 3.

      I'm onto Sky to see if they can do anything about it. We never had a single problem with our previous ISP so I'm going to get Sky to release us if they can't soon fix the problem.

     

     
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