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    Slow speeds - New line?

    This is a discussion on Slow speeds - New line? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hey guys After taking an offer from sky to join sky talk a few months back, we have had nothing ...

    1. #1
      adkub's Avatar
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      Slow speeds - New line?

      Hey guys

      After taking an offer from sky to join sky talk a few months back, we have had nothing but problems with both quality of broadband and phone. The phone quality is very crackly and often rings with no one on the other end, or rings to a caller but at our end doesnít.

      The broadband speed has more than halved, we was getting around 4000kbps down and 500kbps up. on a good day we are getting around 1400kbps down and 288kbps up.

      After being on the phone to sky passed around from one department to the next then back again an a number of emails with no response Iím getting rather annoyed!

      A neighbour that lives directly opposite recently had similar problems with O2 who after fitting a new line, face plate and messing around in the box at the end of road is now seeing anything up to 5Mb down and 1Mb up. Has anyone had any experience with sky successfully sending out an open reach engineer and solving problems like this? Do sky charge as O2 did all this free of charge?

      Cheers for any help


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    3. #2
      Steven_Belfast's Avatar
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      Re: Slow speeds - New line?

      Quote Originally Posted by adkub View Post
      The phone quality is very crackly and often rings with no one on the other end, or rings to a caller but at our end doesnít.
      Forget about the broadband this will need to be taken up with your voice provider ,
      So if you pay your line rental to sky call them you want " Sky talk WRL "
      If you pay this to BT call them ,

      Once this is fixed i would then deal with your broadband ,
      Bad voice lines will give bad data lines .

    4. #3
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      Re: Slow speeds - New line?

      to the OP, stats please!!
      -------------------------------------------



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

    5. #4
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      Re: Slow speeds - New line?

      Thanks for your replies,
      That's what I originally thought and what I was told by one useful sky broadband worker who passed me back to sky talk support who then passed me back to broadband. Ill give them another call later today.

      My current stats:

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 416714 690904 0 357 8516 30:55:00
      LAN 10M/100M 873520 463636 0 8768 813 30:56:30
      WLAN 11M/54M/108M 1181726 1317431 0 9446 9149 30:56:23


      ADSL Link Downstream Upstream
      Connection Speed 1465 kbps 288 kbps
      Line Attenuation 71.0 db 49.1 db
      Noise Margin 4.9 db 10.5 db

      I know the Line attenuation here is showing that im around 5 Km away from the exchange but the openreach guy told us our road is actually only 3km by cable away.

      I forgot to mention in my original post, last week I was only achieving around 600kbps down

      Thanks again for your help

    6. #5
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      Re: Slow speeds - New line?

      Quote Originally Posted by adkub View Post
      My current stats:

      ADSL Link Downstream Upstream
      Connection Speed 1465 kbps 288 kbps
      Line Attenuation 71.0 db 49.1 db
      Noise Margin 4.9 db 10.5 db
      There is some serious noise issues on your line or your physical setup is completely wrong.

      Can you describe your physical setup?

    7. #6
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      Re: Slow speeds - New line?

      That is currently sat in the master socket behind the faceplate, with only the phone and router plugged in... I removed all extensions to the sky box etc to eliminate those

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      Re: Slow speeds - New line?

      you've got a VERY long line then...you're on adsl2+, hence the attenuation showing 71, but you're on the border of getting BB at all!!...
      -------------------------------------------



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

    9. #8
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      Re: Slow speeds - New line?

      I don't think so, the OP says he synced previously at 4000kbps. There is no way that is possible on a very long line. He has also said the line is very crackly and rings for nothing. It indicates there is a very bad fault either with the line or in the exchange. If he just has Sky Talk and not Rental with Sky, then they will be able to do nothing, except report a fault to BT. If he still pays rental to BT, he should ring them and report a fault on the line, making no mention of Broadband. If the rental is with Sky, then he has to report it to them, once again making no mention of Broadband as it has nothing to do with his problem. It also stops them fobbing off to another service.

      TomD


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    10. #9
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      Re: Slow speeds - New line?

      After a long and successfull call with Sky this afternoon, they did the line and swoosh tests, which reported back as being ok, with no problems. When he was looking through previous logs he too confirmed that we achieved speeds of 4mb when we very first connected to sky broadband.

      He then said the stats show we have got a problem and was booking an engineer straight out but first had to pass the call up a tier on tech support but for some reason our account wasnt showing broadband although he could see we were paying for it and geting a service. I now have to wait a week due to the time of year for our account to be updated before we can go any further....

      But at least there is a call logged with sky and a problem has been found somewhere along the line

    11. #10
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      Re: Slow speeds - New line?

      Hi Guys,

      Sky called back this evening to check if our problem had been rectified... Voice quality certainly has improved so cleared the log. On the broadband side things got worse over the weekend barley reaching dialup speeds! They passed me over to broadband support who said we bad have noise on the line and I should contact BT to arrange an engineer to come out and check the line.

      However isnít this sky's job as we pay sky line rental? I know with other ISP's in the past with broadband, it is them that send out openreach?

      line stats at current:

      ADSL Link Downstream Upstream
      Connection Speed 1536 kbps 352 kbps
      Line Attenuation 71.0 db 47.6 db
      Noise Margin 6.1 db 11.5 db

     

     
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