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    Issue with broadband speed

    This is a discussion on Issue with broadband speed within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I have been a Sky broadband subscriber for over a year now. I've never had any issue and have ...

    1. #1
      Lloytron's Avatar
      Lloytron is offline Sky User Member
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      Issue with broadband speed

      Hi,
      I have been a Sky broadband subscriber for over a year now. I've never had any issue and have always had great speeds. I used to sync at 15323kbps downstream and 768 kbps upstream, which I was pretty happy with.

      Recently I switched from BT to Sky Talk. The same weekend BT replaced my telegraph poles and disconnected the telephone for a few hours.

      Ever since then my modem has been locking up and I have had to reboot it. It rebooted and synched at a lower rate (Usually about 13500kbps). Eventually it would resync back at full speed again.

      However it has been locking up every day so I logged a call with Sky support. They sent me a mail asking me about my home setup - irrelevant as nothing had changed internally in my house within a year, as I had already explained. Still, I answered all their questions.

      I get home yesterday to find an incomprehensible garbled SMS message from Sky on my voicemail, and my modem now syncs at 11999kbps.

      Any idea what the score is here? Are they capping my speed whilst they run tests or is this their solution to a problem recently introduced on my line? If so, is it outrageous of me to expect them to fix the problem rather than permanently dropping my speed (which was stable for a year) by 20%?


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    3. #2
      IWasNotTheEnemy's Avatar
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      Re: Issue with broadband speed

      do NOT email in for speed issues - you get auto-regraded (capped) if not dealt with over the phone...
      -------------------------------------------



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

    4. #3
      Mystic Eddy's Avatar
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      Re: Issue with broadband speed

      If you could post your router stats, that would come in handy then we can see if you can get some more speed from your line. If not, looks like BT bodged up when replacing the 'pole.
      I Used To Have An Open Mind, But My Brain Kept Falling Out


    5. #4
      Lloytron's Avatar
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      Re: Issue with broadband speed

      Quote Originally Posted by IAmNotTheEnemy View Post
      do NOT email in for speed issues - you get auto-regraded (capped) if not dealt with over the phone...
      Bugger. If I call them will they address the issue properly then?

      In any case, here are my stats;

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: ShowtimeRetrain Reason: 0
      Channel: FAST, Upstream rate = 764 Kbps, Downstream rate = 11999 Kbps
      Link Power State: L0
      Mode: ADSL2+
      Channel: Fast
      Trellis: U:ON /D:ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 7.1 14.0
      Attn(dB): 32.0 17.4
      Pwr(dBm): 1.3 12.8
      Max(Kbps): 11980 864
      Rate (Kbps): 11999 764
      G.dmt framing
      K: 212(0) 24
      R: 16 16
      S: 1 8
      D: 64 8
      ADSL2 framing
      MSGc: 51 68
      B: 211 23
      M: 1 8
      T: 2 1
      R: 16 16
      S: 0.5640 7.7037
      L: 3234 216
      D: 64 8
      Counters
      SF: 3475697 3286470
      SFErr: 1468 1
      RS: 396229512 3226726
      RSCorr: 55147188 0
      RSUnCorr: 39532 0

      HEC: 1068 0
      OCD: 208 0
      LCD: 0 0
      Total Cells: 1581063858 140791683
      Data Cells: 19326385 907435
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 850 1
      SES: 0 0
      UAS: 18 23
      AS: 55870

      INP: 1.26 2.37
      PER: 16.07 17.81
      delay: 9.02 15.40
      OR: 28.36 33.23

      Bitswap: 13423 1000

      Total time = 15 hours 31 min 36 sec
      SF = 3475697
      CRC = 1468
      LOS = 0
      LOF = 0
      ES = 850
      Latest 1 day time = 15 hours 31 min 36 sec
      SF = 3475697
      CRC = 1468
      LOS = 0
      LOF = 0
      ES = 850
      Latest 15 minutes time = 1 min 36 sec
      SF = 5990
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 56034
      CRC = 1
      LOS = 0
      LOF = 0
      ES = 1
      Previous 1 day time = 0 sec
      SF = 0
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 55908
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 56034
      CRC = 3
      LOS = 0
      LOF = 0
      ES = 2
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 56033
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Showtime Drop Reason: 0
      Last Retrain Reason: 0

    6. #5
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      Re: Issue with broadband speed

      looking at those stats you're at the maximum you can take...

      have you a test socket? if so, plug in there and post stats (and also leave it there if you're gonna call Sky as they'll only ask you to move it anyway - saves time)...
      -------------------------------------------



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

    7. #6
      Lloytron's Avatar
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      Re: Issue with broadband speed

      Quote Originally Posted by IAmNotTheEnemy View Post
      looking at those stats you're at the maximum you can take...

      have you a test socket? if so, plug in there and post stats (and also leave it there if you're gonna call Sky as they'll only ask you to move it anyway - saves time)...

      No, I don't have a test socket. Such are the joys of living in a very old house!

      What I don't get, if this is the maximum I can expect, why would this be the case? I was synching at a much higher rate then consistently without issue.

    8. #7
      IWasNotTheEnemy's Avatar
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      Re: Issue with broadband speed

      SNR (dB): 7.1 14.0
      Attn(dB): 32.0 17.4
      Pwr(dBm): 1.3 12.8
      Max(Kbps): 11980 864
      Rate (Kbps): 11999 764

      as you can see, this is actually lower than your sync speed so either the line has gone a bit pear-shaped or something else is at fault.

      your SNR is also at 7, which is the default for the Sky routers (they'll give the best speed they can at an snr of 7). if this was higher it would definately confirm a cap but now not so sure...
      -------------------------------------------



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

    9. #8
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      Re: Issue with broadband speed

      I'll leave it a day or so and see how it goes and then give Sky a call then. Cheers for trying to help out, I'm not sure what has gone on. From my stats I have a higher speed than max! Very strange.

      Would switching to Sky as my telephone provider possibly had any impact? My suspicion is that it is the replacement external line that caused the problem. You would have thought it made things better, not worse!

    10. #9
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      Re: Issue with broadband speed

      there no physical change so i wouldn't think so...might just be line showing it's age...
      -------------------------------------------



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

    11. #10
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      Re: Issue with broadband speed

      Quote Originally Posted by IAmNotTheEnemy View Post
      there no physical change so i wouldn't think so...might just be line showing it's age...
      Thats the thing though, there was a physical change - they replaced the telegraph poles and cabling outside my house the same day that the changeover came into effect!

     

     
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