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    Help! Disconnection Problems with Sky Max

    This is a discussion on Help! Disconnection Problems with Sky Max within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi there, New to the Sky User forums, so after any help that I can get. I've not long had ...

    1. #1
      Pablo79's Avatar
      Pablo79 is offline Sky User Member
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      Help! Disconnection Problems with Sky Max

      Hi there,
      New to the Sky User forums, so after any help that I can get.
      I've not long had Sky - say a month and have struggled with a constant disconnection with my broadband. I moved from my old provider as they were generally rubbish and suffered the same problems, in the hope that moving to Sky would solve this, but alas - it has not.

      I notice that is happens quite often as I'm trying to play online with my Xbox live account, Halo 3, PGR4, you name it - I get disconnected!
      That little green light decides to start flashing orange and my game is no more..

      I have tried all the solutions currently offered on this excellent forum, these are as follows
      - Changed my router, I'm now using the new Netgear Black model, previously my Belkin had this issue
      - Changed several Micro filters
      - New Ethernet cables from the router
      - Moved the router from the extension it was on to the main BT Box
      - Removed the Fascia on the BT Box and used the test connector
      - Unpnp ticked and unticked, didn't work

      This doesn't always happen on my Xbox - it happens in general when surfing the net,

      If anyone can please help, I would gratefully appreciate it - as I've exhausted all my options!

      Thanks
      P


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    3. #2
      Pablo79's Avatar
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      Re: Help! Disconnection Problems with Sky Max

      forgot to mention, it can work fine for an hour or so.. then bing - that orange light on the router says hello

    4. #3
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      Re: Help! Disconnection Problems with Sky Max

      could you post the stats from the router (connection speed / attenuation / noise margin)

    5. #4
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      Re: Help! Disconnection Problems with Sky Max

      will do when I get home

      but from what I've already checked on this forum they seem to be within limits

    6. #5
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      Re: Help! Disconnection Problems with Sky Max

      when do you find you have most of the problems (evenings or mornings) ?

    7. #6
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      Re: Help! Disconnection Problems with Sky Max

      evenings really, I was on my Xbox sunday night 9-11 and suffered 4 dropouts in connection.
      I must stress that this isn't always on Xbox, happens when I'm on internet too, just tend to notice it more

    8. #7
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      Re: Help! Disconnection Problems with Sky Max

      when you get home tonight, could you post the router stats, then do a comparison set of stats from the "Test" socket
      could you reboot the router before you do the stats

    9. #8
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      Re: Help! Disconnection Problems with Sky Max

      will do

    10. #9
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      Re: Help! Disconnection Problems with Sky Max

      using off Test socket

      System Up Time: 00:08:57
      Port
      Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 8607 14273 0 1860 43870 00:06:44
      LAN 100M/Full 179 0 0 76 0 00:08:53
      WLAN 11M/54M 14752 9123 0 34861 1568 00:08:40

      ADSL Link Downstream Upstream
      Connection Speed 7616 kbps 768 kbps
      Line Attenuation 45 db 12.5 db
      Noise Margin 5 db 13 db

    11. #10
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      Re: Help! Disconnection Problems with Sky Max

      just to check, those stats are from the socket behind the face plate ? (also just to check, any extentions you have should stop working while you are using the test socket)


      your stats are not to far off what you should get for your attenuation (approx 8.5meg), if the test socket is in use for the last stats , you may have some noise between your house and the exchange, which you may be able to do nothing about.

      your problem is highlighted in the evenings when more people go online making your line worse (i'm guessing if you have the stats page open and keep an eye on it, your noise margin will drop quite low)

      have a read of the 3rd link in my sig, which explains the whole process much better, but i have pasted below a guide from the link that you may find usefull


      Noise Margin and disconnections.

      ADSL2+, the technology used for Sky ADSL LLU products should adapt in near real time to changes in noise levels. It should but for some reason in the Sky implementation it (currently) doesn’t. This can be bad news for users because the router needs a certain margin to operate properly. For the Sky router, connection difficulties become apparent if the margin drops below a little over 6db and connection is generally lost if it drops below about 5db. So if you last powered up your router in a “quiet” part of the day, then come evening there is a chance your noise margin may drop below that required for a stable connection.

      Until Sky are able to implement ADSL2+ to automatically correct this problem and renegotiate with the exchange as needed the user must take a simple preventative step: it is easy – power up your router at the time of highest noise and it will sync at 6.9db with the highest speed it can.

      The noisiest time of day is typically the evening between about 5pm and 11pm but you may find variations through the day.

      To "lock" your router to a high noise margin do the following:

      open a separate browser window, log into the router and open up the stats page and leave it open
      if your noise margin is at 6.5db or lower then reboot.
      keep your eye on the stats from time to time - if it reaches or drops below 6.5db again then reboot
      keep doing this until it stops dropping

      If you then leave the router powered up and connected to the exchange (you can turn the PC off) then it should always have an adequate noise margin right through the following days from then on.

     

     
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