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    Frustrated / Annoyed

    This is a discussion on Frustrated / Annoyed within the Sky Broadband help forums, part of the Sky Broadband help and support category; hello all. i'd love to be able to make my first post one about how great my SKY Broadband is.....but ...

    1. #1
      realtrailertrash's Avatar
      realtrailertrash is offline Sky User Member
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      Thumbs down Frustrated / Annoyed

      hello all.

      i'd love to be able to make my first post one about how great my SKY Broadband is.....but alas it is more the fact that it has been terrible for some time now.

      i moved to my current house in surrey back in August 2007, and naturally had Sky TV and Broadband (7mb) installed as i had done at previous addresses.

      my broadband connection was fine for the first couple of months, but for the last 4 weeks or so, it has been unbelievably CRAP!!

      it seems to drop out every 5 mins or so.....or sometimes we'll get an hour of un-interrupted service if we are lucky.

      i have called the helpline, which was some crackly call-centre somewhere with a guy who seemed to reading of a prompt-card, and i have also emailed the Sky support centre, who also sent me what seemed to be a generic reply asking me to "turn the router on and off"!!!
      i think these folk assume that none of us have the slightest idea what we are talking about.
      even after sending them the log from the configuration pages from the Netgear router they supply, i got the standard replies......DULL!!!

      anyways...if there is anyone out there that can shed any light on what the hell is going on with my connection, and how to go about getting it sorted out, then please be in touch.
      below is a typical view of the log from the router:

      Tue, 2008-01-08 13:50:33 - Receive NTP Reply from time-g.netgear.com
      Tue, 2008-01-08 13:51:59 - Administrator login successful - IP:192.168.0.2
      Tue, 2008-01-08 13:52:35 - LCP down.
      Tue, 2008-01-08 13:53:57 - Initialize LCP.
      Tue, 2008-01-08 13:53:57 - LCP is allowed to come up.
      Tue, 2008-01-08 13:54:00 - CHAP authentication success
      Tue, 2008-01-08 13:57:49 - Administrator login successful - IP:192.168.0.2
      Tue, 2008-01-08 14:20:20 - LCP down.
      Tue, 2008-01-08 14:20:35 - Administrator login successful - IP:192.168.0.2
      Tue, 2008-01-08 14:20:37 - Initialize LCP.
      Tue, 2008-01-08 14:20:37 - LCP is allowed to come up.
      Tue, 2008-01-08 14:20:40 - CHAP authentication success
      Tue, 2008-01-08 14:36:00 - LCP down.
      Tue, 2008-01-08 14:36:17 - Initialize LCP.
      Tue, 2008-01-08 14:36:17 - LCP is allowed to come up.
      Tue, 2008-01-08 14:36:20 - CHAP authentication success
      Tue, 2008-01-08 13:46:49 - Router start up
      Tue, 2008-01-08 15:04:50 - LCP down.
      Tue, 2008-01-08 15:05:01 - Initialize LCP.
      Tue, 2008-01-08 15:05:01 - LCP is allowed to come up.
      Tue, 2008-01-08 15:06:01 - Initialize LCP.
      Tue, 2008-01-08 15:06:01 - LCP is allowed to come up.
      Tue, 2008-01-08 15:06:05 - CHAP authentication success
      Tue, 2008-01-08 16:09:34 - LCP down.
      Tue, 2008-01-08 16:10:21 - Initialize LCP.
      Tue, 2008-01-08 16:10:21 - LCP is allowed to come up.
      Tue, 2008-01-08 16:10:24 - CHAP authentication success
      Tue, 2008-01-08 16:11:44 - LCP down.
      Tue, 2008-01-08 16:11:51 - Initialize LCP.
      Tue, 2008-01-08 16:11:51 - LCP is allowed to come up.
      Tue, 2008-01-08 16:12:51 - Initialize LCP.
      Tue, 2008-01-08 16:12:51 - LCP is allowed to come up.
      Tue, 2008-01-08 16:12:54 - CHAP authentication success
      Tue, 2008-01-08 17:47:54 - LCP down.
      Tue, 2008-01-08 17:48:01 - Initialize LCP.
      Tue, 2008-01-08 17:48:01 - LCP is allowed to come up.
      Tue, 2008-01-08 17:48:22 - CHAP authentication success
      Tue, 2008-01-08 20:09:52 - LCP down.
      Tue, 2008-01-08 20:09:58 - Initialize LCP.
      Tue, 2008-01-08 20:09:58 - LCP is allowed to come up.
      Tue, 2008-01-08 20:10:22 - CHAP authentication success
      Tue, 2008-01-08 20:12:02 - LCP down.
      Tue, 2008-01-08 20:12:34 - Initialize LCP.
      Tue, 2008-01-08 20:12:34 - LCP is allowed to come up.
      Tue, 2008-01-08 20:12:37 - CHAP authentication success
      Tue, 2008-01-08 20:29:27 - LCP down.
      Tue, 2008-01-08 20:29:49 - Initialize LCP.
      Tue, 2008-01-08 20:29:49 - LCP is allowed to come up.
      Tue, 2008-01-08 20:29:52 - CHAP authentication success
      Tue, 2008-01-08 20:30:51 - Administrator login successful - IP:192.168.0.2
      Tue, 2008-01-08 20:37:12 - LCP down.
      Tue, 2008-01-08 20:37:18 - Initialize LCP.
      Tue, 2008-01-08 20:37:18 - LCP is allowed to come up.
      Tue, 2008-01-08 20:37:42 - CHAP authentication success
      Tue, 2008-01-08 20:38:29 - Administrator login successful - IP:192.168.0.2

      if anyone thinks this is reasonable service, then they must be barmy!!

      hope to get a sensible answer from someone who cares.....unlike the official sources at Sky itself.


      Richie.


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    3. #2
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
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      Re: Frustrated / Annoyed / P***ED OFF!!!!

      firstly, tier 1 DO read of prompts - thats heir job!! if your case needs more investigation it'll be passed to cst where they can think for themselves a bit more (eg. me!!)

      anyway, first questions....

      are you running through an extention?
      are you running wirelessly?
      have you tried your master/test socket (see link on my sig if you don't know what im on about)?
      do you have filters on all sockets, with the filter going in first?

      also, for future reference, emailing the status page to Sky will do sweet FA as its not in training as will be ignored
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    4. #3
      realtrailertrash's Avatar
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      Re: Frustrated / Annoyed / P***ED OFF!!!!

      hi there, and thanks for your quick response. i really appreciate it!


      well, the 'main' socket in the house that i am using for the router is a dedicated BT Adsl socket.
      it has two inputs in the front...one for the router, and one for the phone (in which nothing is ever plugged).
      the router only connects to the internet if plugged into the router socket of the faceplate. if i plug it into the phone input, even with one of the supplied filter, it doesn't connect. so i'm sure the split and filtering is done within the socket box.
      there are only a couple of other extensions in the house, with only one being used for a phone. naturally this has a filter on it.

      i am using the internet wirelessly.
      never any problems joining the network, or logging onto the Netgear configuration page. although i'm using DHCP, every laptop in the house has a reserved IP address within the system. So that part is very stable.

      i really think that it is something to do with the incoming service from Sky/BT. the connection was solid as a rock for the first coupla months, then all of a sudden the speeds starting behaving very erratically, and then the connection kept dropping.

      if there is anything you can suggest, keep going!!!

    5. #4
      PaulSky's Avatar
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      Re: Frustrated / Annoyed / P***ED OFF!!!!

      If you have an adsl faceplate with pre-filtering then you do not need any other filters on the line and the router should be connected to the adsl side of the socket.
      One thing to check is the test socket, try removing the pre-filter plate and you should see on the bottom right corner a small test socket, plug into here using a filter and see if there are any changes to your service quality.
      while in the test socket please post your stats and also get your stats while in the pre-filtered plate.
      If it's just as bad on the test socket then leave it there and call back T1.

    6. #5
      realtrailertrash's Avatar
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      Re: Frustrated / Annoyed / P***ED OFF!!!!

      these are my current router stats before i do any testing (attached).
      can anyone let me know if these are at a normal level....not to sure about what all the figures mean:
      Attached Thumbnails Attached Thumbnails Frustrated / Annoyed-stats.jpg  

    7. #6
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      Re: Frustrated / Annoyed / P***ED OFF!!!!

      Looks like you might be capped, your attenuation is very low for that SNR. If this is the case then it may be that your line was generating errors and your speed was capped to stabilise it. What router have you got? How are you plugged into the line, are there any extensions on the line, is everything filtered and do you suffer any crackling or noise on calls?

    8. #7
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      Re: Frustrated / Annoyed / P***ED OFF!!!!

      Apart from trying the test socket, which has already been suggested, if you have one, try another router. The router log does not really tell you much, only that the connection is dropping, which you already know. This can be caused by line problems or a failing router. There is one instance in the log which shows the router restarting, if you did not do this manually, it may indicate a fault.

      Trying the test socket (with a filter) may help narrow the problem as it is possible that the faceplate could be failing , especially if it is an old one.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


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