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    Random loss of connection to internet

    This is a discussion on Random loss of connection to internet within the Sky Broadband help forums, part of the Sky Broadband help and support category; I've been on the Sky Max package for app 6 months and have suffered from random drop outs from internet ...

    1. #1
      BigBadJay's Avatar
      BigBadJay is offline Sky User Member
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      Random loss of connection to internet

      I've been on the Sky Max package for app 6 months and have suffered from random drop outs from internet connection.
      I was using the router on an extension from the main socket and then wired ethernet to my PC.
      I removed the extension and connected the router into the master socket (also tried the hidden socket under the faceplate) but the problem still occurs.

      Download speeds etc are generally fine until I get disconnected

      I have a PC connected using wireless and the connection to the router is great.

      Each time it disconnects I turn the router off for 10 seconds and let it reboot. It usually connects straight away but 30 minutes later its lost again.

      I havent called Sky yet as I thought i'd get a good idea of known issues from here first.

      I have the Black netgear router and here are the stats :-

      ADSL Link Downstream Upstream
      Connection Speed 12431 kbps 764 kbps
      Line Attenuation 30 db 13 db
      Noise Margin 3 db 11 db


      Any ideas?


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    3. #2
      Postman Pat's Avatar
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      Re: Random loss of connection to internet

      Your noise margin is to low, causing the drop outs you mention. When you pick up your telephone do you hear noise on the line?

    4. #3
      Saturday's Avatar
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      Re: Random loss of connection to internet

      Quote Originally Posted by BigBadJay View Post
      Any ideas?
      Yes, your noise margin. In your stats it is 3db. If it drops any lower then you'll get disconnections.

      Try rebooting your router about 6 or 7 in the evening when the noise it at its highest and then leave it powered up. Then the noise margin should hold.

      If that doesn't work then either try to get your line inproved (from the info you've given the problem is in the BT line) or call Sky and get your connection capped down a couple of meg.

    5. #4
      BigBadJay's Avatar
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      Re: Random loss of connection to internet

      I sometimes do get noise on the phone.

      Could it be the internal wiring? (Sometimes if the phone is noisy and I wiggle the connector at the main socket the noise goes!)


      I'll try rebooting at around 7pm tomorrow and monitor the stats.


      If not its a call to BT or Sky.


      Thanks for your help.

    6. #5
      Saturday's Avatar
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      Re: Random loss of connection to internet

      Quote Originally Posted by BigBadJay View Post
      Could it be the internal wiring?
      Could be though you said the problem persists when you use the test socket and that removes the influence of the internal wiring - so that would suggest not.

      However, noise on the line which goes when you "wiggle the connector" suggests otherwise.

      Post a set of stats from each taken no more than a few minutes apart. Though if it is a loose connection problem (which it sounds) then that may not reveal anything.

      Check that the wiring in your socket is secure and consider trying another filter if that's what you have plugged into the socket when you wiggle it.
      Last edited by Saturday; 10-01-09 at 12:30 AM.

    7. #6
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      Re: Random loss of connection to internet

      Thats true!


      I've just rebooted and checked the stats. The noise margin fluctuates between 4dB and 2 dB

      I'll try another filter now and post back (i'll also check for noise on the phone)

    8. #7
      BigBadJay's Avatar
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      Re: Random loss of connection to internet

      Wow.


      Just swapped filters etc and checked again but the margins 2 - 4 db.

      Rebooted again and got the following!! :-

      ADSL Link Downstream Upstream
      Connection Speed 12751 kbps 764 kbps
      Line Attenuation 30 db 13 db
      Noise Margin 2147483647 db 15 db




      Edit: its settled down to 1dB now


      That cant be right????
      Last edited by BigBadJay; 10-01-09 at 12:53 AM.

    9. #8
      BigBadJay's Avatar
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      Re: Random loss of connection to internet

      I've now moved the router down to the test socket and removed any other connections.

      Connected to the router using wireless and get the following :-

      ADSL Link Downstream Upstream
      Connection Speed 14179 kbps 764 kbps
      Line Attenuation 30 db 13 db
      Noise Margin 3 db 11 db
      Do you think a call to Sky/BT is required?

      I'm with Sky talk but my line rental is still with BT. Should I call BT in the first instance?
      Last edited by BigBadJay; 10-01-09 at 02:14 AM.

    10. #9
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      Re: Random loss of connection to internet

      Hey there,

      If you had broadband from any other isp why not try there router and check your line stats,

      Also use the cable from the other isp with the sky router ,

    11. #10
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      Re: Random loss of connection to internet

      Quote Originally Posted by BigBadJay View Post
      Noise Margin 2147483647 db 15 db
      That cant be right????
      That's the router throwing a fit because the noise margin has dropped below zero (not technically possible but that's outside of this issue).

      If your noise margin is changing rapidly then this indicates a line fault. However, a line fault can be anywhere between the exchange and your PC i.e. the BT line, your wiring and sockets, filters (broken, incorrectly fitted or lack of them), cables and router.

      When you reboot the router is the noise margin around 7db to start with then dropping or does it never sync with a noise margin that high?

      To see if it something local, change everything you can (e.g. filters and cable) and unplug every other device in the house (phone, digibox etc). Does that improve things?

     

     
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