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    Just connected and think I'm on the wrong product

    This is a discussion on Just connected and think I'm on the wrong product within the Sky Broadband help forums, part of the Sky Broadband help and support category; As the title shows, got connected earlier this evening and getting it all sorted. I joined the Max 16mb (upto) ...

    1. #1
      dmurray0's Avatar
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      Just connected and think I'm on the wrong product

      As the title shows, got connected earlier this evening and getting it all sorted. I joined the Max 16mb (upto) product as our exchange is now LLU'ed. No matter what I try I can't get past the 8mb speed I had with my old ISP. My stats, using the new Sagem router are as follows..
      ADSL Link Downstream Upstream
      Connection Speed 7968 kbps 768 kbps
      Line Attenuation 28.0 db 14.5 db
      Noise Margin 7.5 db 14.0 db

      Now, how do I get the upgrade, and what number etc do i have to phone to get it sorted? Have been told I should be able to get about 14mb, maybe 16mb if I'm lucky with those stats so how do I get it?

      Edit- Just to add I'm using a filtered faceplate (ADSL nation XTE model) and a wired connection using CAT5 cable. Router is right at the phone socket.
      Last edited by dmurray0; 06-12-07 at 10:32 PM. Reason: Adding more info.


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    3. #2
      eyemdee's Avatar
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      Re: Just connected and think I'm on the wrong product

      Quote Originally Posted by dmurray0 View Post
      As the title shows, got connected earlier this evening and getting it all sorted. I joined the Max 16mb (upto) product as our exchange is now LLU'ed. No matter what I try I can't get past the 8mb speed I had with my old ISP. My stats, using the new Sagem router are as follows..
      ADSL Link Downstream Upstream
      Connection Speed 7968 kbps 768 kbps (This is MAX)
      Line Attenuation 28.0 db 14.5 db
      Noise Margin 7.5 db 14.0 db

      Now, how do I get the upgrade, and what number etc do i have to phone to get it sorted? Have been told I should be able to get about 14mb, maybe 16mb if I'm lucky with those stats so how do I get it?
      These stats indicate you are on MAX with a 768 upload speed. Your noise margin is low which is probably why you cannot get any faster. First thing to do is try your router in the engineer test socket behind the faceplate of your master socket if you have the latest type.

      If this is not possible then look at any extensions wired to the master and if there is an orange/white wire connected to terminal 3 then remove it. You do not need it. Also check that you have ADSL filters in ALL extensions with anything connected eg Sky box etc.

    4. #3
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      Re: Just connected and think I'm on the wrong product

      You're definitely on Max so there's no issue there.

      ADSL speed is limited by line length and line quality. Your attenuation shows you have a short line (good) but your noise margin/sync/attenuation combination shows you have a poor quality line.

      See the cabling and faceplate help forum for info on diagnosing and fixing line problems. Sort this out and you could certainly expect close to 16meg.

    5. #4
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      Re: Just connected and think I'm on the wrong product

      Cheers folks for the replies so soon. I edited my message earlier to show I have filtered faceplate instead of the old BT socket. Will take a look at the master socket once I get back from Tesco to do the nappy and milk run (baby twins!!) and report back

    6. #5
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      Re: Just connected and think I'm on the wrong product

      Have tried the master socket and stats were almost identical, including the downstream. My set up is.. ADSL Nation filtered faceplate with cable going from the adsl socket into the Sagem router, and on the phone socket of the face plate is my sky tv socket with the telephone on it.
      When the master socket was opened there were no extensions wired inside it. i have no extra phone sockets around the house, no alarms etc on the phone socket. My stats are now
      ADSL Link Downstream Upstream
      Connection Speed 7904 kbps 768 kbps
      Line Attenuation 28.0 db 14.5 db
      Noise Margin 8.0 db 13.0 db
      and the set up is the same as earlier.

      When on my previous ISP my sync rate was 8128 etc so not sure what I can do now. Any help would be greatly appreciated,please!!!

      The stats for both master socket and faceplate are below:

      Faceplate
      ADSL Link Downstream Upstream Connection Speed 7904 kbps 768 kbps
      Line Attenuation 28.0 db 14.5 db
      Noise Margin 7.9 db 13.0 db

      Master Socket
      ADSL Link Downstream Upstream Connection Speed 8032 kbps 768 kbps
      Line Attenuation 28.0 db 14.5 db
      Noise Margin 7.8 db 13.0 db

      Any ideas what to do next?
      Last edited by dmurray0; 07-12-07 at 01:02 AM. Reason: Update

    7. #6
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      Re: Just connected and think I'm on the wrong product

      You could try the test socket and see if the speeds go up any at all, worth a try I guess, I take it you are Northern Ireland?

    8. #7
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      Re: Just connected and think I'm on the wrong product

      Speeds are identical in the test socket as the faceplate. Both full 8mb and not a bit more. I've the XTE plate and the router at the phone socket with the CAT5 running to the back of the pc.Seems the noise margin is too low but need it higher. Sky told me to wait a few days then phone back.

    9. #8
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      Re: Just connected and think I'm on the wrong product

      My next step if you haven't already tried it would be to dial 17070 from a standard wired telephone, with everything else disconnected from the line, then option 2 - quiet line test. If you can hear ANY noise on the line then its a call to your telephone provider to get the line checked out. You are definitely getting some noise from somewhere - just a question of finding it!

    10. #9
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      Re: Just connected and think I'm on the wrong product

      Quote Originally Posted by dmurray0 View Post
      Speeds are identical in the test socket as the faceplate. Both full 8mb and not a bit more. I've the XTE plate and the router at the phone socket with the CAT5 running to the back of the pc.Seems the noise margin is too low but need it higher. Sky told me to wait a few days then phone back.
      What is the cable (CAT5) you have running to your PC, is this to extend the modem cable? Do you get any improvement by not using it?


    11. #10
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      Re: Just connected and think I'm on the wrong product

      I would expect the modem is at the master socket and he has a long length of ethernet cable to the PC from the router.

     

     
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