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    Who should i contact?

    This is a discussion on Who should i contact? within the Sky Broadband help forums, part of the Sky Broadband help and support category; After a good first 2 months i have for the past 4 days had many disconnections,the noise margin can now ...

    1. #1
      B J's Avatar
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      Who should i contact?

      After a good first 2 months i have for the past 4 days had many disconnections,the noise margin can now drop to zero or the long number figure any time of day,including morning,i am connected to the ADSL nation filterd faceplate at the master socket,i have done all the checks and also plugged straight into the test socket behind the faceplate,and still get knocked off.Does this suggest a problem with the line and therefore should i contact BT first?

      If it is BT should i just say can you check noise on the phone and not mention BB?
      Last edited by B J; 15-05-08 at 12:21 PM.
      His name was nut, Mr P Nut.


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    3. #2
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      Re: Who should i contact?

      Just got my stats,and then dissconnected again,this is using the test socket.




      Router Statistics

      System Up Time: 02:52:28
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 3229 3651 0 67 464 02:08:55
      LAN 100M/Full 4379 3834 0 389 66 02:52:24
      WLAN 11M/54M 0 0 0 0 0 00:00:00
      ADSL Link Downstream Upstream
      Connection Speed 0 kbps 0 kbps
      Line Attenuation 55 db 15.5 db
      Noise Margin 2147483643 db 2 db





      connection speed was 3776 down 256 up

      Even the speed is now lower than it was.
      His name was nut, Mr P Nut.

    4. #3
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      Re: Who should i contact?

      Unless you suffer noise on the line or issues with calls breaking up you will need to call Sky BB tech support. If you call up please make sure you are connected to the test socket with a filter in place and the telephone in the filter with it. That way you can go through the checks a lot faster.

    5. #4
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      Re: Who should i contact?

      i assume you have a Netgear Phase 2 router, as that upstream is a sign of a bug regarding upstream speed...call Sky and if you can get to CST they'll the line profile to upstream 416 rather than 384 and that'll be job done...
      -------------------------------------------



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

    6. #5
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      Re: Who should i contact?

      Thanks for the replys.

      Are BB tech support the same as CST? and if i did contact the latter do i ask them just to change the upstream to 416 and nothing else.
      His name was nut, Mr P Nut.

    7. #6
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      Re: Who should i contact?

      if you call normal tech support, they'll create a ticket and (try to) pass you to CST. now, hopefully the agent will see that line upstream is 256 and correct it to 416. this should hopefully solve the issues. having said that, does the line drop connection or do the lights stay on on the router?...
      -------------------------------------------



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

    8. #7
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      Re: Who should i contact?

      Yes the internet light keeps going out then comes back on,it can come back on after 1 min,5 min,or more,


      latest stats.



      Router Statistics

      System Up Time: 02:04:29
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 655 840 0 61 376 00:28:12
      LAN 100M/Full 4479 4082 0 513 92 02:04:25
      WLAN 11M/54M 0 0 0 0 0 00:00:00
      ADSL Link Downstream Upstream
      Connection Speed 4000 kbps 128 kbps
      Line Attenuation 55 db 15.5 db
      Noise Margin 7 db 6 db


      in reality will they just cap me to see if it improves,and therefore thats not doing a proper line check or am i wrong? how do the line tests work?
      Last edited by B J; 15-05-08 at 03:35 PM.
      His name was nut, Mr P Nut.

    9. #8
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      Re: Who should i contact?

      Just got back on after another drop out of 1 hour.

      Can you tell me which of these numbers is the one for CST.

      08442 411 411

      08442 410 515.
      His name was nut, Mr P Nut.

    10. #9
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      Re: Who should i contact?

      ^There is no number for CST you have to call 08705515515 then use the number spoken there.

    11. #10
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      Re: Who should i contact?

      Thanks for that

      I thought they had dropped the 0870 numbers.
      His name was nut, Mr P Nut.

     

     
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