Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 2 12 LastLast
    Results 1 to 10 of 13

    Slow connection Sky BB help not interested

    This is a discussion on Slow connection Sky BB help not interested within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello, I was wondering if anyone could help me. I have had Sky Connect for a month and the download ...

    1. #1
      Ryan_Walsh's Avatar
      Ryan_Walsh is offline Sky User Member
      Exchange: Poplar
      Broadband ISP: Connect
      Router: Netgear V2 DG934G
      Sky TV:
      Join Date
      Aug 2008
      Posts
      6
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Slow connection Sky BB help not interested

      Hello,

      I was wondering if anyone could help me. I have had Sky Connect for a month and the download speed is quite poor (i.e gennerally less than 300kbps as tested on Speedtest.net - The Global Broadband Speed Test and Sky User - Unofficial Help and Support for Sky Broadband and everything Sky!).
      Sky BB help have basically fobbed me off.

      I have called Sky BB help twice. The first time they were quite helpful and seemed concered that I was only getting 300kbps download speeds. They tested the line and said everything was in order and subsequently sent me a new router (a Netgear as opposed to the Sagem which I was previously using) however this made no difference.

      The second time I rang, Sky BB help tested the line again and claimed that if I was getting download speed of 400kbps on Speedtest.net - The Global Broadband Speed Test that was about what would be expecteded. However I have previously had homechoice/tiscali and was getting speeds around 1900 kbps on their 2Mbps package.

      Here are my stats as tested in my test socket of the master with an ADSL filter in. I have no extensions in the apartment.

      ADSL Link Downstream Upstream
      Connection Speed 4928 kbps 448 kbps
      Line Attenuation 51 db 15 db
      Noise Margin 9 db 21 db

      Is this 200-400Kbps the best I can expect?


    2. Advertisement
    3. #2
      samperry209's Avatar
      samperry209 is offline Sky User Member
      Exchange: Littlehampton
      Broadband ISP: O2 Premium
      Router: Non Sky Router
      Sky TV: Sky+ HD
      Join Date
      Apr 2008
      Location
      Littlehampton
      Posts
      777
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Slow connection Sky BB help not interested

      you will get around 81% of that so

      you should be getting around 3991kbps roughly

      so you should be downloading at 498.875 KB/sec

      you should be getting a tad more! i'd keep on at sky!

    4. #3
      Ryan_Walsh's Avatar
      Ryan_Walsh is offline Sky User Member
      Exchange: Poplar
      Broadband ISP: Connect
      Router: Netgear V2 DG934G
      Sky TV:
      Join Date
      Aug 2008
      Posts
      6
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Slow connection Sky BB help not interested

      Cheers, thanks for the quick response. I see where the guy at Sky BB help got confused. i.e kbps and KB/s.

      I will give Sky a call back and see how I go.

    5. #4
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: Slow connection Sky BB help not interested

      You are syncing at a respectable speed for your attenuation, which suggests the problem is with your Profile. Try this -
      Go to BT Speedtest enter your phone number then your ADSL username. This will do an official BT speed test and show your present profile. Your ADSL username is <the MAC number of your router, no colons, followed by> @skydsl You can also obtain this from the router by using one of the utilities available on the forum.

      You should be able to use this report when phone Sky, but it will depend on who takes your call as Sky TS do not seem to be trained for Connect customers. This tester is always busy, it could take several attempts to get on.

      Post the results here when you get them.

      If your Profile is high and your throughput is still low, it could be a fault in the settings of your PC.

      TomD


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


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    6. #5
      Ryan_Walsh's Avatar
      Ryan_Walsh is offline Sky User Member
      Exchange: Poplar
      Broadband ISP: Connect
      Router: Netgear V2 DG934G
      Sky TV:
      Join Date
      Aug 2008
      Posts
      6
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Slow connection Sky BB help not interested

      Here are the results of two tests I peformed, the first was preformed at 7:00am and the second at 8:00pm. As you will see the troughput isn't too bad when network activity is low. I was unable to run the further testing. I have tried running TCP optimiser for no noticeable gain and have a second PC on Vista which I believe is quite good at self optimising.

      1st test 7:00am 11/08/2008
      Test1 comprises of Best Effort Test: -provides background information. Your DSL connection rate: 5184 kbps(DOWN-STREAM), 448 kbps(UP-STREAM) IP profile for your line is - 4000 kbps Actual IP throughput achieved during the test was - 1915

      2nd Test 8:00pm 11 August 2008
      Test1 comprises of Best Effort Test: -provides background information.
      Your DSL connection rate: 5696 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
      IP profile for your line is - 4000 kbps
      Actual IP throughput achieved during the test was - 267 kbps

      This test was not conclusive and further testing is required.
      Please wait whilst you are redirected to undertake a second test

      Cheers any help is greatly appreciated.

    7. #6
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: Slow connection Sky BB help not interested

      Have a look at this article from PLUSNET It explains the ins and outs of ADSLMax which is what Sky use to supply the Connect package.

      Your Profile is a bit low, but not as low as expected given your speed. The result for 8pm is probably, partly at least, due to BTs practise of throttling during the busy period. I am not sure how you should convey these reports to Sky. It would be hopeless trying to get this through to them over the phone, even the simplest explanations can be difficult. Your best bet may be to use the KANA Form and copy and paste the results of the Tests into it. Start by emphasising that you are a CONNECT customer, this way it may get passed immediately to someone who understands it and who can deal with it.

      TomD


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


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    8. #7
      Ryan_Walsh's Avatar
      Ryan_Walsh is offline Sky User Member
      Exchange: Poplar
      Broadband ISP: Connect
      Router: Netgear V2 DG934G
      Sky TV:
      Join Date
      Aug 2008
      Posts
      6
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Slow connection Sky BB help not interested

      thanks again. i have submitted a KANA form and am awaiting Sky's response.

    9. #8
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
      Exchange: LWWIL
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Now TV
      Join Date
      Apr 2007
      Location
      London
      Posts
      9,374
      Thanks
      3
      Thanked 122 Times in 121 Posts

      Re: Slow connection Sky BB help not interested

      that'll do nothing as you're on Connect - you need CST to take a look...

      out of interest, download the large file HERE and see what you get...
      -------------------------------------------



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

    10. #9
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: Slow connection Sky BB help not interested

      On the occasion I had to use a KANA and was on Connect at the time, I received a call from the then Tier 3 to solve my issue. Have they changed the procedure? It seems pointless having an online report/complaint form if it is not going to be passed to the proper section.

      TomD


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


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    11. #10
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
      Exchange: LWWIL
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Now TV
      Join Date
      Apr 2007
      Location
      London
      Posts
      9,374
      Thanks
      3
      Thanked 122 Times in 121 Posts

      Re: Slow connection Sky BB help not interested

      it does go to CST BUT it might take along time to be actioned...those who are OnNet will more than likely get auto regraded - hence why I say it's better to call...
      -------------------------------------------



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

     

     
    Page 1 of 2 12 LastLast

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION