Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 3 123 LastLast
    Results 1 to 10 of 27

    crap sky broadband service

    This is a discussion on crap sky broadband service within the Sky Broadband help forums, part of the Sky Broadband help and support category; hi everyone i hope someone can help i am on the sky broadband max package and am only 2km from ...

    1. #1
      Chris25Uk's Avatar
      Chris25Uk is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Max
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Feb 2009
      Posts
      14
      Thanks
      0
      Thanked 0 Times in 0 Posts

      crap sky broadband service

      hi everyone

      i hope someone can help

      i am on the sky broadband max package and am only 2km from local exchange. i should be getting speeds of around 5.2 megs but am only getting around 2mb. i got 5.2megs before when first with sky broadband and never had problems for a good 6 months. now my phone line is forever dropping out all the time. Ive had an unstable phone line for about 9 months now and to this day still hasn't been fixed. well actually an engineer come out about 4 weeks ago and fixed the problem by replacing sky equipment at exchange or something. whatever he did worked because i had download speed of 5megs for a good 3 - 4 weeks without any problems. for the past 1 - 2 weeks the line is back to how it was again. using the phone causes the line to drop out and sometimes it just drops even when no one is using the phone. sometimes when picked phone up you can hear the modem making that screeching sounds in the phone as the the adsl line is negotiating/synching up etc.

      im getting really annoyed with all the problems now and have spent way too much money phoning them up all the time. they phone number should be free *shakes head

      im paying 10 extra a month and should be getting unlimited broadband with around 5mb on a stable line that doesn't drop out. I'm not getting this though. are sky just taking the **** and making my line go of on purpose so they make a **** load of money every time i phone them or what : s

      ATM i got

      Modem
      ADSL Firmware Version 7.03.01.66
      Modem Status Connected
      DownStream Connection Speed 2720 kbps
      UpStream Connection Speed 416 kbps
      VPI 0
      VCI 38


      ADSL Link


      Downstream

      Connection Speed = 2720 kbps
      Line Attenuation = 52 db
      Noise Margin = 12 db

      Upstream

      Connection Speed = 416 kbps
      Line Attenuation = 31 db
      Noise Margin = 13 db

      anyone?
      Last edited by Chris25Uk; 23-02-09 at 03:23 AM.


    2. Advertisement
    3. #2
      Smithy99's Avatar
      Smithy99 is offline Sky User Member
      Exchange: Irby
      Broadband ISP: Max
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Jun 2007
      Location
      Wirral
      Posts
      6,739
      Thanks
      0
      Thanked 57 Times in 57 Posts

      Re: crap sky broadband service

      It's BT's line, you may pay line rental to Sky but BT own it.

      If you do pay line rental to Sky then you need to ring them and advise that you have a voice fault, if you pay your line rental to BT then you need to do the same but ring them.

      Sky are not turning your line off and on, that's nonesense

      Until your line is sorted your broadband will not inprove, you should also check your internal wiring, take stats from the test socket etc.

      The fault you have sounds like either a dodgy filter of a high resistance fault which can be a nightmare to trace.

      If your on SkyTalk, your calls to CS are free.

    4. #3
      Chris25Uk's Avatar
      Chris25Uk is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Max
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Feb 2009
      Posts
      14
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      i pay BT for line rental. i just don't get why after all this time they still haven't fixed it :s

      one of them is not doing their job properly. its a nightmare having to get onto 2 company's about the line dropping all the time.

      i might just pay the extra and switch to bt broadband as i know they will defo sort the problem them. like i said going back and forth between the two of them is a total nightmare

      i phoned sky support Thursday evening. they tested the line and said it was fine, then a minute later said there was a problem and then tried tweaking the line by capping the speed to raise the noise margin etc etc and said if it carried on dropping out to phone them back. half an hour later the line was dropping out again. i phoned them back and they said support ticket was closed and that they had to create a new one ... aaargh ... last support guy said they'd leave the support ticket open for 3 days. i got back to them within an hour and they said it was closed wtf lol :s. anyway so when i get back through to them they told me to unplug the phone and they would test the line and phone me back in 10 minutes. 10 minutes later they phone me back and say the phonelines been fine for 10 minutes with phone unplugged, couple of seconds later the broadband line drops again. they said they didn't know what was wrong and would get someone to phone me back within the next 72hrs. i phoned Thursday evening and haven't received a call from them yet

      i cant even play cod5 atm. my speeds have been set to

      DownStream Connection Speed 2720 kbps
      UpStream Connection Speed 416 kbps

      when playing and check ping my bars are all yellow yet everyone else's is green

      really unplayable. my bro has already broke a controller because of it lol

      think i should switch to bt to cut out the middle man or hang in there ?

    5. #4
      Chris25Uk's Avatar
      Chris25Uk is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Max
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Feb 2009
      Posts
      14
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      traceroute to skyuser.co.uk

      Tracing route to skyuser.co.uk [77.240.11.57]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms www.routerlogin.com [192.168.0.1]
      2 77 ms 77 ms 76 ms cr0.cmcas.uk.easynet.net [195.189.158.184]
      3 72 ms 72 ms 71 ms 80.238.45.225
      4 76 ms 76 ms 76 ms be2.er10.thlon.ov.easynet.net [195.66.224.43]
      5 75 ms 75 ms 75 ms 195.66.224.185
      6 75 ms 75 ms 76 ms te9-2.mpd02.lon01.atlas.cogentco.com [130.117.1.158]
      7 82 ms 81 ms 81 ms te2-1.ccr01.man01.atlas.cogentco.com [130.117.3.166]
      8 82 ms 81 ms 81 ms 149.6.10.6
      9 82 ms 82 ms 82 ms custfw1a.tshr.melbourne.co.uk [77.240.2.78]
      10 82 ms 82 ms 82 ms jupiter.skyuser.co.uk [77.240.11.57]

      Trace complete.

      mine line should be able to handle 4megs fine

    6. #5
      Chris25Uk's Avatar
      Chris25Uk is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Max
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Feb 2009
      Posts
      14
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      just did a test here SkyUser - Sky Broadband Availability and Exchange Checker

      and for Exchange Information got:

      Distance:- Direct: 0.91 mi
      (appx)*By Road: 2.4 mi

      doesn't make sense *bangs head

    7. #6
      Smithy99's Avatar
      Smithy99 is offline Sky User Member
      Exchange: Irby
      Broadband ISP: Max
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Jun 2007
      Location
      Wirral
      Posts
      6,739
      Thanks
      0
      Thanked 57 Times in 57 Posts

      Re: crap sky broadband service

      If you have a fault on the line you need to speak to BT, that's who you get your line from.

      Sky can only provide a service of equal quality to the line if it's poor then so will ne the broadband.

    8. #7
      krysis's Avatar
      krysis is offline Sky User Member
      Exchange: BT
      Broadband ISP: Not on Sky
      Router: Non Sky Router
      Sky TV: Other
      Join Date
      Sep 2008
      Location
      Belfast
      Posts
      301
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      Quote Originally Posted by Chris25Uk View Post
      ATM i got

      Modem
      ADSL Firmware Version 7.03.01.66
      Modem Status Connected
      DownStream Connection Speed 2720 kbps
      UpStream Connection Speed 416 kbps
      VPI 0
      VCI 38


      ADSL Link


      Downstream

      Connection Speed = 416 kbps

      Line Attenuation = 31 db
      Noise Margin = 13 db

      Upstream

      Connection Speed = 2720 kbps

      Line Attenuation = 52 db
      Noise Margin = 12 db

      anyone?
      I think you have those back to front...


      Anyway.
      Does the phone work ok on it's own?
      Do you know if you have a TestSocket?

    9. #8
      Chris25Uk's Avatar
      Chris25Uk is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Max
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Feb 2009
      Posts
      14
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      Quote Originally Posted by Smithy99 View Post
      If you have a fault on the line you need to speak to BT, that's who you get your line from.

      Sky can only provide a service of equal quality to the line if it's poor then so will ne the broadband.
      if my broadband isn't is working sky should look into, and because of the company they are should know what is causing the problems on my line, they should also if needed get BT to fix the line AGAIN. As i said they already got BT out for me about 3 - 4 weeks ago to fix the line. BT engineer said he replaced some equipment outside the house and all was fine. my download speed was just over 5200kbps and upload speed was 768kbps which has been fine for 3 - 4 weeks. now the exact same problem is happening again yet they want to keep doing line test. why bother as its obvious the equipment has packed up again. there just messing about and wasiting my time plus costing me money.

      i never had problems when with AOL or BT before. i only switched to SKY Broadband to keep everything on same bill plus SKY BB is a little cheaper. but whats the point if i get nothing but problems with it

      Quote Originally Posted by krysis View Post
      I think you have those back to front...


      Anyway.
      Does the phone work ok on it's own?
      Do you know if you have a TestSocket?
      Yes your right Krysis.

      the phone does work on it's own.
      Im using the TestSocket now. no difference to using the normal connection though. everything is the same like noise margin, download/upload speeds etc

      sometimes when someone in the house picks up house phone the green light goes off then starts flashing orange as its trying to connect back up again. listen carefully and you can hear it making the screeching noise in the background like fax machine

      according to my brother the net has still been going on and off even since sky capped the download/upload speed

      though for the past day it stays around 2720 kbps now

      personally i think one of them is messing about because theres sod all wrong with my line. something dodgy going on... dunno whether with sky or bt *tut tut

    10. #9
      Steven_Belfast's Avatar
      Steven_Belfast is offline Sky User Member
      Exchange:
      Broadband ISP: Virgin
      Router: Non Sky Router
      Sky TV: Sky Basic
      Join Date
      Nov 2008
      Location
      Belfast
      Posts
      311
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      Can you give more information on the set up,
      With a Attenuation of 52 this is to high for your distance,
      So can you give full set up information,
      How many phone sockets,
      In what room is each socket,
      What is plugged in to what socket, Inc sky tv
      Over head or underground lines,

    11. #10
      Chris25Uk's Avatar
      Chris25Uk is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Max
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Feb 2009
      Posts
      14
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: crap sky broadband service

      we have one master socket in the living room which the sky router is directly plugged into.

      master bt socket in living room <-- filter <-- sky router
      master bt socket in living room <-- filter <-- cordless handset phones

      nothing else is plugged into bt socket. no sky tv, alarms or nothing like that. just cordless phones and router only. i even asked if it were the cordless interfering with the router or something like that and the enginner said it shouldn't be a problem. for a test i even used a wired phone for 2 - 3 weeks or so which made no difference. the line would still drop out

      i think underground lines as i seen bt enginner fixing someone elses line a few weeks ago because they had problem with phone or broadband too. i forgot which one he said it was now. but he was doing the underground stuff yea

      what makes things even more confusing is whenever a bt enginner comes round and gets the laptop out and test the line he says its perfect and that its a really good line yet when i get them to mess about with the phones they can see by using phone its causing the broadband line to drop out. soon as they see this they pack everything up and just says its either 1 of 2 things its either filter or problem at exchange. said its not my filter becauses its new plus they always try their own anyway.

      TOTAL NIGHTMARE!!!

     

     
    Page 1 of 3 123 LastLast

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION