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    Sky 16Mb broadband drops out every 5 mins

    This is a discussion on Sky 16Mb broadband drops out every 5 mins within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi I am currently having a great deal of trouble with my Sky broadband service. For a year it has ...

    1. #1
      MrCRTking's Avatar
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      Sky 16Mb broadband drops out every 5 mins

      Hi

      I am currently having a great deal of trouble with my Sky broadband service.

      For a year it has functioned flawlessly, always fast and have never suffered drop out only when whole area does due to isp problem.

      I'm now 2 weeks over my 12 month contract and basically for this time I now do not have a steady connection, my connection drops out pretty much every 5 mins or so, and when it works it's dog slow.

      I have logged into the router and brought up the connection log file and it is not pretty, there are hundreds of entrys of basically the router or DSL line droping out and then reconnecting / login on, working for 3 - 5 mins them droping out, connection, working ect driving me crazy.

      A copy from the router log, note that it repeats the same thing pretty much evry 5 mins:

      Sat, 2008-11-22 22:14:59 - LCP down.
      Sat, 2008-11-22 22:15:06 - Initialize LCP.
      Sat, 2008-11-22 22:15:06 - LCP is allowed to come up.
      Sat, 2008-11-22 22:16:06 - Initialize LCP.
      Sat, 2008-11-22 22:16:06 - LCP is allowed to come up.
      Sat, 2008-11-22 22:16:33 - CHAP authentication success
      Sat, 2008-11-22 22:19:36 - LCP down.
      Sat, 2008-11-22 22:20:06 - Initialize LCP.
      Sat, 2008-11-22 22:22:06 - LCP is allowed to come up.
      Sat, 2008-11-22 22:22:06 - Initialize LCP.
      Sat, 2008-11-22 22:22:06 - LCP is allowed to come up.
      Sat, 2008-11-22 22:22:37 - CHAP authentication success

      Also when it does work for the 5 mins it stays connected the upload speed is a maximum of 300Kbps and the download speed is 6000 Kbps I pay for a 16Mb service and untill now had a 768 upload and 15786 down (16Mb) so I appear now to be receving a very limited service.

      Phoned up sky and spent an hour on the phone to them and ended getting very frustrated as the lady who was only doing her job was asking me the usual questions like is it plugged in ok, what lights are on, I told her I work in IT and there is nothing wrong with my PC's, Phone line, its all plugged in ok ect and about the log file, see esculated this to the second line of tech support who never answered their phones and when she picked me back up off hold after 20 mins said she would get them to rang back, guess what they did not!

      Tested the phone line myself and thats 100% fine on quiet line test, no noise / crackling at all perfect.

      However:

      What I do get is when router is plugged in and working is crackling, if I unplug router the crackeling stops, is this a possible faulty Netgear DG834GT router ???

      I live pretty much next door to the BT exchange and the cable run could not me much shoter if I lived in it so i don't beleive this is an issue,

      Have a BT NTE 5 master jack point that it pre filtered (has built in mictofilter for phone) and it also has an RJ11 socket on the front for the router lead and thats all plugged in, only have 1 phone and thats plugged into the front of the faceplate in the phone point.

      I would go down the route of a new router but sky will not tell me my ADSL logon username and password )o:

      Has anyone suffered this or can offer any help or is it time to swap ISP?

      Thanks

      MrCRTking
      Last edited by MrCRTking; 22-11-08 at 11:31 PM.


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    3. #2
      IWasNotTheEnemy's Avatar
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      Re: Sky 16Mb broadband drops out every 5 mins

      you pay for an UP TO 16Mbps service and if your router is syncing @ 15Mbps then you have a throughput issue as well as a possible line issue (although the crackling is usually down to a duff dsl cable)...
      -------------------------------------------



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

    4. #3
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      Re: Sky 16Mb broadband drops out every 5 mins

      Posting stats might help (SNR and noise margin) but also have you swapped out filters? If you have and the crackling issue is still there then IANTE is correct could be router or just a duff cable. If your sync is unstable it could be due to many things and to be honest you shouldn't have been on hold with a T1 20 minutes unless for some reason a ticket could not be opened and CST WILL call you back, unfortunately they are swamped so the call back can take several days as your ticket is in a queue.
      Post your full stats and people here will have a look and may be able to point you in the right direction.

    5. #4
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      Re: Sky 16Mb broadband drops out every 5 mins

      If you already using a filtered faceplate then try removing it and plugging directly into the test socket with one of those dangly filters with nothing else connected just incase something has gone wrong with the faceplate or your phone or Skybox etc. Also which router are use using? as there are means of extracting the username/password from all Sky routers. Finally even if you are near the exchange its still possible something has gone wrong with the line, water in a cable or juctions box somewhere etc. especially if it was working ok b4, just a process of elimination I'm afraid. Best to rule everything in your house first as getting someone to look at the line will be more problematic! good luck.

    6. #5
      MrCRTking's Avatar
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      Re: Sky 16Mb broadband drops out every 5 mins

      Hi

      Thanks for all the replys thus far.

      Right I hope this is what your after.

      System Up Time 00:05:38
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 44 516 0 324 1376 00:04:43
      LAN 10M/100M 3203 666 0 1825 295 00:05:35
      WLAN 11M/54M 3075 646 0 1756 374 00:05:28


      ADSL Link Downstream Upstream
      Connection Speed 10654 kbps 510 kbps
      Line Attenuation 17.0 db 8.9 db
      Noise Margin 15.9 db 24.0 db

      Still droping out every few mins, Phone line quiet line test no noise what so ever untill router plugged in, this is via the prefiltered faceplate, or with faceplate off and a new microfilter pluged directly over BT line bypassing any internal wiring (not that I have any), new RJ11 - RJ11 cable as well still no change, I beleive the router is duff and having now got my username and password from it will give another router a go as well.

      Phoned up Sky again now on to level 2 support who were helpfull and they are logging the activity for 3 days so lets hope either they or I find an answer.

      Thanks

      MrCRTking

    7. #6
      IWasNotTheEnemy's Avatar
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      Re: Sky 16Mb broadband drops out every 5 mins

      you've been quite heavily capped going by those stats...
      -------------------------------------------



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

    8. #7
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      Re: Sky 16Mb broadband drops out every 5 mins

      I have had this happen to me twice now, both lasted for a couple of days and I first suspected it was something at the exchange.

      When I downloaded at speed (I get the full 16Mb) it was as if it couldn't handle the data, as I download most of my stuff via newsgroups I was able to use my download program to limit the speed.

      I found that if I dropped it from 16Mb down to 8Mb it would work without problem, as soon as I ramped it back up it died.

      When I connected the router via ethernet (I usually use homeplugs) the problem went away so I repositioned the homeplug that I use to connect the PC with and have not had any problems since.

    9. #8
      MrCRTking's Avatar
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      Re: Sky 16Mb broadband drops out every 5 mins STILL!

      Hi

      Frankly I am not at a loss with my Sky max broadband service, they still have NOT fixed it after 6 long phone calls and support tickets and 2 weeks, I have had enough of them and the same darn questions "is it plugged in what lights are on ect, yes it is plugged in and on it has not moved for 12 months AAHHHGGGG!

      I have had BT come out and test my phone line and that’s 100% fine.

      I have also borrowed a known good 2wire 2700HGV router off a mate and set that up with my ADSL logon details and it does the same darn thing, works for a few mins then cut's off, comes back on, cuts off, I’m pulling my hair out.

      The BT engineer did say that allot of ISP like pipex are having trouble with the local loop unbundling LLU and this could be happening here but could not confirm.


      This is my routers log as of a few mins ago

      Thu, 2008-11-27 18:50:59 - Receive NTP Reply from ntp1.isp.sky.com
      Thu, 2008-11-27 18:51:26 - Administrator login successful - IP:192.168.0.4
      Thu, 2008-11-27 18:49:54 - Router start up
      Thu, 2008-11-27 19:33:21 - Initialize LCP.
      Thu, 2008-11-27 19:33:21 - LCP is allowed to come up.
      Thu, 2008-11-27 19:34:22 - Initialize LCP.
      Thu, 2008-11-27 19:34:22 - LCP is allowed to come up.
      Thu, 2008-11-27 19:34:40 - CHAP authentication success
      Thu, 2008-11-27 19:37:02 - Initialize LCP.
      Thu, 2008-11-27 19:37:02 - LCP is allowed to come up.
      Thu, 2008-11-27 19:37:06 - CHAP authentication success
      Thu, 2008-11-27 20:25:24 - Initialize LCP.
      Thu, 2008-11-27 20:25:24 - LCP is allowed to come up.
      Thu, 2008-11-27 20:25:27 - CHAP authentication success
      Thu, 2008-11-27 21:04:53 - Initialize LCP.
      Thu, 2008-11-27 21:04:53 - LCP is allowed to come up.
      Thu, 2008-11-27 21:04:56 - CHAP authentication success
      Thu, 2008-11-27 21:08:45 - Initialize LCP.
      Thu, 2008-11-27 21:08:45 - LCP is allowed to come up.
      Thu, 2008-11-27 21:08:52 - CHAP authentication success
      Thu, 2008-11-27 21:09:07 - LCP down.
      Thu, 2008-11-27 21:09:08 - Initialize LCP.
      Thu, 2008-11-27 21:09:08 - LCP is allowed to come up.
      Thu, 2008-11-27 21:10:08 - Initialize LCP.
      Thu, 2008-11-27 21:10:08 - LCP is allowed to come up.
      Thu, 2008-11-27 21:10:36 - CHAP authentication success
      Thu, 2008-11-27 21:11:39 - Initialize LCP.
      Thu, 2008-11-27 21:11:39 - LCP is allowed to come up.
      Thu, 2008-11-27 21:11:42 - CHAP authentication success
      Thu, 2008-11-27 21:12:59 - Administrator login successful - IP:192.168.0.4

      As you can see as of 9 - 9:12 PM out of 12 mins it has disconnected and reconnected 6 times


      System Up Time 02:31:14
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 2085 2326 0 818 4132 00:09:27
      LAN 10M/100M 913 0 0 25 0 02:31:11
      WLAN 11M/54M 17066 14337 0 1715 330 02:31:04

      ADSL Link Downstream Upstream
      Connection Speed 10654 kbps 506 kbps
      Line Attenuation 18.5 db 9.8 db
      Noise Margin 0.3 db 20.5 db

      I used to get the 15000Kb down and 700Kb up statistics when the service was working fine about 2 weeks ago and the 12 month prior to that.

      Am now round my mates who has Sky broadband and his is working fine he lives 2 miles from exchange I live about 30 meters, he has stats of 15000Kb downstream and 700Kb up stream I have naff all.

      Frankly I have had enough of this now and will be phoning up tomorrow to request my MAC code then terminating my account as they clearly don't have any idea what is going on or why.

      I don't want to leave but have been forced to as I no longer have a service, yet I am paying 10 for a 3 minute up occasional when it wants to work service!

      If anyone knows what is going on here or can point me in the right direction of a department to speak to or even a phone number that won't cost a fortune I would greatly appreciate their help.

      Thanks

      MrCRTking

    10. #9
      misfit96's Avatar
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      Re: Sky 16Mb broadband drops out every 5 mins

      "What I do get is when router is plugged in and working is crackling, if I unplug router the crackeling stops, is this a possible faulty Netgear DG834GT router"

      This is an issue with the microfilter setup and your intermittent connection sounds like a setup issue to me

      Misfit96

    11. #10
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      Re: Sky 16Mb broadband drops out every 5 mins

      As IANTE say, duff DSL lead. Get this sorted and then get them to uncap you. No noise and good speeds. Call 1st thing or last thing at night on 08442 410515

     

     
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