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    intermittent Broadband connection

    This is a discussion on intermittent Broadband connection within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi all, I need help, the problem i have has been going on for 2 months now and no one ...

    1. #1
      86winnie91's Avatar
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      intermittent Broadband connection

      Hi all, I need help, the problem i have has been going on for 2 months now and no one at sky seems able to help I am dealing with Tier 3 off net escalations team, they are stumped (there words not mine).

      The problem is as follows: somedays the BB works fine then the next day for no reason it just stops (IE says website found waiting for reply) then it just hangs. There is no pattern to when it will or will not work. I have done all the tests such as PINGING sites and this all works fine both when I can and cant connect to websites.

      I am using a mac via the ethernet cable and also a PC that we use wirelessly, I have had the router replaced by sky (still get the same problem) and have had a BT engineer out to check the line (the day the engineer came BB worked perfectly, next day it stopped!!!) he could not find a fault.

      This is a very brief account of my problem
      If anyone can help it would be so appreciated and i will supply more info if required.

      Thanks for reading this


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    3. #2
      Brian69's Avatar
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      Re: intermittent Broadband connection

      Have you tried connecting the PC via ethernet? just to comfirm it is not a wireless issue with it. (I know you have the mac via cable, but lets try and get one machine working consistently)
      When you have problems, are there any indications on the router?

    4. #3
      86winnie91's Avatar
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      Re: intermittent Broadband connection

      Hi Thanks for reply.
      Yes I have tried connecting PC via cable same result.
      The Router shows no problems all the lights are correct, and we have replaced the router still same problem.

    5. #4
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      Re: intermittent Broadband connection

      Was the BT eng vist arranged by Sky, and was he/she there to attend the BB problem, or did you report this to BT yourself and get a visit for an unrelated problem like a noisy line?

    6. #5
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      Re: intermittent Broadband connection

      Yes the BT visit was arranged by Sky to try and fix the BB problem. The BB was not working the day before visit, the day of the visit the BB was working fine (i even had BBC iplayer running all morning on both computers to try and force the fault to occur) the day after visit it stopped again!! (sods law)

      The engineer could not find a line fault he said we had good line speed (4.5m) and all the tests he ran seemed ok

    7. #6
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      Re: intermittent Broadband connection

      Sorry for what may seem a couple of odd questions.
      I have seen this problem before (not your line through) and it took a couple of visits to track it down (it was an intermittant connection about a mile from the exchange)
      All I can suggest is that you get back to Sky and explain the fault is still present, explain the intermittant nature of the fault, and that it was not present on the day of the visit (as you rightly say, sod's law) I'm sure they will be reluctant to pay for a second visit, just keep trying.
      With any luck the fault will become perminant, or start to effect you normal phone (line noise)

    8. #7
      86winnie91's Avatar
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      Re: intermittent Broadband connection

      I spoke to the tech guys at Sky off net escalations last night they are are going to contact BT again today to try and resolve the problem. I should get a call from Sky today to let me know what is going on.
      I will mention to them what you have told me this morning it may help them if you have any other thoughts on this i would like to hear them. thanks so much for your help so far. I have even thought of changing my BB provider but really dont think this would solve the problem, I think we have established that the fault lies on the line or exchange not on the computers or router.

    9. #8
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      Re: intermittent Broadband connection

      I'm sure that the tech who visited will have checked all this, but just in case, check that the connections on your master socket are sound and that any joint boxes between it and the incomming line are also o.k.
      Do you have a NTE master (the one with the split face)?

    10. #9
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      Re: intermittent Broadband connection

      not really sure what a NTE master is but the BT eng did check the box where the phone line comes in the house they seemed to think all was OK. Up until 2 months ago BB had been working great.

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      Re: intermittent Broadband connection

      Yes as he was a BB trained guy I would have been very supprised if he had not checked this.

     

     
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