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    Sky, contracts & running out of hair!

    This is a discussion on Sky, contracts & running out of hair! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi guys, before I go any further may I just say what a superb forum! Now for my sad tale, ...

    1. #1
      Bumcake's Avatar
      Bumcake is offline Sky User Member
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      Sky, contracts & running out of hair!

      Hi guys, before I go any further may I just say what a superb forum!
      Now for my sad tale, I've been a SKY broadband mid (surf,speak and sky) customer since sept 07 after defecting from AOL, at first I couldnt fault the service, a 6.5mb connection from pretty much day one, until 5 weeks ago when all of a sudden my router (white netgear) refused to sync, a few phone calls later and my connection was back up but at 2mb a few more phone calls and numerous attempts by sky to up the connection resulted in loss of sync again and no connection for a week while BT check at the exchange.
      Nothing wrong at the exchange according to BT line is fine (and to be honest my line is crystal clear) the exchange is 1km from me, Sky now send me a new router (black sagem). I phone them again as the speed is now 128kbs due to capping, they lift it and again no sync at anything above 2mb
      so SKY get BT to change something at the exchange, resulting it total loss of my broadband and telephone for a week.
      BT engineer call's to check my master socket, nothing wrong with it, I now find out that when anyone has called me the have rang a old lady who is fed-up with being left messages to the likes of "when you coming out kitesurfing" my line has been hooked to the wrong circuit.
      to cut a very long story short I'm onto my 28th call to sky this evening as I'm still on a slow connection, after 45mins on hold I finally cracked, I'm being sent my mac code and just have the uphill struggle of cancelling the rest of my package. I really dont want to change my provider but I cant seem to get any further than the line is checked and supports at least 5.5mb but cant get anywhere near that. I have copied my stats and are below. with 2 sons and 4 pc's in the house I need the 40gig that the mid package provides.
      Any info would be most gratefully received, as I'm running out of hair & filters
      cheers
      chris

      System Up Time: 26:10:03
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 752261 675499 0 0 0 18:17:40
      LAN 87 0 0 0 0 26:10:03
      WLAN 735154 800482 0 0 0 26:09:41
      ADSL Link Downstream Upstream
      Connection Speed 2400 kbps 384 kbps
      Line Attenuation 31.0 db 17.0 db
      Noise Margin 7.7 db 14.0 db
      Last edited by Bumcake; 28-02-08 at 11:45 PM.


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    3. #2
      eyemdee's Avatar
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      Re: Sky, contracts & running out of hair!

      The noise margin suggests that the line is syncing at the highest speed it can for the line and wiring condition. There appears to be a lot of noise on the line, without which it could sync at up to 16 mbps.

      Did something change 5 weeks ago? A new 'phone, digibox, fax machine or anything at all plugged in without a filter anywhere in the house?

      Do you have a master socket with a test socket behind it that you could try the router in and post stats again?

    4. #3
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      Re: Sky, contracts & running out of hair!

      just to check, you have filters in all phone sockets that are being used ?

      also have you been using the BT test socket ?

      with your attenuation you should get 8meg, you do not look like you are capped (noise margin is at 7.7 which may be a slight cap)

      Edit: beaten to it by eyemdee

    5. #4
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      Re: Sky, contracts & running out of hair!

      Hi, we only have the one master socket, nothing has changed, thats the head scratcher.
      The master socket does not have the removeable face plate but was checked by BT. I cant understand what has changed, I have checked and there is only 2 wires connected within the socket. and I dont have any extensions, only a telephone connected via a filter and the router.

      Chris

    6. #5
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      Re: Sky, contracts & running out of hair!

      No Sky digiboxes plugged in anywhere? Usually Sky put in plugin extensions for these when they do a new installation.

    7. #6
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      Re: Sky, contracts & running out of hair!

      Quote Originally Posted by eyemdee View Post
      No Sky digiboxes plugged in anywhere? Usually Sky put in plugin extensions for these when they do a new installation.
      No it's never been connected shhhh

      Chris

    8. #7
      IWasNotTheEnemy's Avatar
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      Re: Sky, contracts & running out of hair!

      so you know - BT will tell you your line is fine - even if its hanging off the wall!!! you're not their customer for BB so as long as the voice side is working then they'll wash their hands of you...

      best thing is to try in the test socket and see what happens...

      EDIT: you don't have a test socket so if BT came out im surprised they didnt replace it for you
      -------------------------------------------



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

    9. #8
      Bumcake's Avatar
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      Re: Sky, contracts & running out of hair!

      other than plugging in a box to send a tone back to the exchange, the enginneer was less than interested

      chris

    10. #9
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      Re: Sky, contracts & running out of hair!

      Awaiting a call back from sky customer soloutions....
      this could take a while

      Chris

     

     

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