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    Customer service team call back / slow connection

    This is a discussion on Customer service team call back / slow connection within the Sky Broadband help forums, part of the Sky Broadband help and support category; I had previous problems when my line was originally connected on BT home250, this took lengthily phone calls to sky ...

    1. #1
      forrest's Avatar
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      Customer service team call back / slow connection

      I had previous problems when my line was originally connected on BT home250, this took lengthily phone calls to sky to resolve as no one seemed to be able identify the problem – doing my own research I found this forum, and managed to convince a script reader to put me though to the customer service team.
      Since my line was re profiled I have had a regular connection of about 3.5meg, until last week when my connection speed dropped to1 meg or below. I have phoned sky to report the fault and I'am currently waiting for the customer service team to call back. Nothing inside the house has changed, I haven’t noticed any increase of noise on the phone line does anyone recognise this problem?

      Mid package / BT connect

      ADSL Link
      Downstream 1152 kbps
      Upstream 448 kbps

      Line Attenuation 13 db, 2.5 db
      Noise Margin 6 db, 6 db

      DownStream Connection Speed 1152 kbps
      UpStream Connection Speed 448 kbps

      I have recorded connection speeds of between 750-1000kbps at speedtester.bt.com over the last 3 days. Any help would be appreciated.


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    3. #2
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      Re: Customer service team call back / slow connection

      you're on Connect i take it?

      SNR is low, suggesting line issue or internal wiring issue so (if not already) try in your test socket and repost stats...
      -------------------------------------------



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

    4. #3
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      Re: Customer service team call back / slow connection

      Connection Speed 960 kbps, 448 kbps
      Line Attenuation 13 db, 2.5 db
      Noise Margin 3 db, 6 db

      connected to test socket

    5. #4
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      Re: Customer service team call back / slow connection

      do i report a line issue to sky or direct to bt? theres a call out fee if the bt engineer can't find a fault can i be 100% its down to bt

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      Re: Customer service team call back / slow connection

      Do an official BT speed test first. 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 LAN 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.

      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.





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      Re: Customer service team call back / slow connection

      just tried the bt speedtest again showing line profile of 1000kbps, have talked to CST they have told me to keep the router connected to master socket for 3 days to see if the exchange will automatically adjust my line speed. I was also told that i would have to do the bt speedtest 3 times in one day before i phoned again to report a fault so they have the information - does this sound right?

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      Re: Customer service team call back / slow connection

      Quote Originally Posted by forrest View Post
      just tried the bt speedtest again showing line profile of 1000kbps, have talked to CST they have told me to keep the router connected to master socket for 3 days to see if the exchange will automatically adjust my line speed. I was also told that i would have to do the bt speedtest 3 times in one day before i phoned again to report a fault so they have the information - does this sound right?
      They would need to see if your line rate has dropped below the FTR (Fault threshold rate) If it has then they should be able to log a fault to BT to investigate this.

      If the line rate is above the FTR then it's probably the degradation of the line itself which is out of sky's control.

      Out of curiosity.. when did they regrade your line from home office 250 to the max?

      If it has been in the past 10 days and you have turned your router off since then thats why your speeds are slow.
      Basically, when they regrade your line it resets your profile and your line starts the 10 day training period again. If you turn your router off the line rate drops slowly until you turn your router on again and so on and so fourth.

      After the 10 days your line will be on the speed it was on after the 10th day. if you get what I mean.

      Definately make sure your microfilter is connected to the socket first and any other socket in the house thats being used is microfiltered.

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      Re: Customer service team call back / slow connection

      the connection was fine after the ten day trial period {3-4 meg connection} and the router hasnt been turned off for any length of time since then {only the odd reboot to attempt to improve the connection and to move the router to a connect into the test socket}.

      currently the router is connected to the test socket with a new micro filter / no phone connected and the current stats are;

      Connection Speed 928 kbps, 448 kbps
      Line Attenuation 13 db, 2.5 db
      Noise Margin 3 db, 6 db

      results from speedtest.bt.com

      test1 comprises of Best Effort Test: -provides background information.
      Your DSL connection rate: 928 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
      IP profile for your line is - 500 kbps
      Actual IP throughput achieved during the test was - 458 kbps

      If you wish to discuss these results please contact your ISP.

      If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.

      Your test has completed please close this window to exit the performance tester.

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      Re: Customer service team call back / slow connection

      @krysis
      This is an extract from BT Wholesales Broadband Max Myths and Ledgends-

      If Max detects no sync events during the first 10 days then the 10 day period rolls over for another 10 days, this continues until at least one sync event is detected by Max. At which point once the latest 10 day window has completed the MSR and FTR will be set.
      According to this you are giving inaccurate information.

      The full PDF can be found here-
      http://www.thinkbroadband.com/files/...nd-legends.pdf

      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.





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      Re: Customer service team call back / slow connection

      Quote Originally Posted by Isitme View Post
      @krysis
      This is an extract from BT Wholesales Broadband Max Myths and Ledgends-

      According to this you are giving inaccurate information.

      The full PDF can be found here-
      http://www.thinkbroadband.com/files/...nd-legends.pdf
      I didn't say it didn't I said if he turns his router off it will decrease. I didn't say that If his router was off from day one it would drop.

     

     
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