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    Issues with my sky router

    This is a discussion on Issues with my sky router within the Sky Broadband help forums, part of the Sky Broadband help and support category; Ok thanks, i really hope it fixes itself because i have been on the phone to sky at least 10 ...

    1. #11
      iTz FiNaL's Avatar
      iTz FiNaL is offline Sky User Member
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      Re: Issues with my sky router

      Ok thanks, i really hope it fixes itself because i have been on the phone to sky at least 10 times in the past few weeks.

      Thanks again


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    3. #12
      iTz FiNaL's Avatar
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      Re: Issues with my sky router

      My speed has gone down again today from 8Mbp/s down to 7Mbp/s and from 798 Kbp/s to 200 Kbp/s. Should i phone up sky as my 10 day period is up today, how do i know when DLM is finshed? My wireless seems to be working now at least.

      Also what does Sky CST mean?

      Here are my stats

      ADSL Link Downstream Upstream
      Connection Speed 7005 kbps 252 kbps
      Line Attenuation 12 db 6 db
      Noise Margin 24 db 2147483647 db


      Thanks
      Last edited by iTz FiNaL; 28-03-09 at 10:56 AM.

    4. #13
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      Re: Issues with my sky router

      Give them a call, you should easily get the full 16mb for those stats.

    5. #14
      Isitme's Avatar
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      Re: Issues with my sky router

      Should i phone up sky as my 10 day period is up today, how do i know when DLM is finshed?
      DLM does not finish, unless suspended, it continues to run on your line, but after the 10 day period it should have set the line to it's best stable speed. You need DLM suspended on your line and the line manually configured.

      CST = Customer Solutions Team (I think)

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    6. #15
      iTz FiNaL's Avatar
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      Re: Issues with my sky router

      I guess ill give them a call then, how do i know if DLM has set my connecton?

    7. #16
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      Re: Issues with my sky router

      If it has been running for 10 days. You would be better phoning Sky as you appear still to have a problem with your upstream noise margin. You line may need to be configured.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    8. #17
      IWasNotTheEnemy's Avatar
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      Re: Issues with my sky router

      don't mention noise margins to tier 1 - you'll be greeted with a 'what??'
      -------------------------------------------



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

    9. #18
      iTz FiNaL's Avatar
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      Re: Issues with my sky router

      OK, ill give them a call tomorrow, do i just phone technical support then tell then my line has been crippled by DLM and ask for it to be manually configured?
      Last edited by iTz FiNaL; 28-03-09 at 08:53 PM.

    10. #19
      Isitme's Avatar
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      Re: Issues with my sky router

      You are better phoning late evening if possible, the lines are quieter and you have more chance of being put through to CST.

      What to say is difficult, as IANTE points out Tier 1 have little practical knowledge and rely on crib sheets, so telling them you have a very high downstream noise margin and a negative upstream margin would fall on deaf ears. You will probably have to jump through hoops to do the slow speed trouble-shooting exercise. If you are told your line is getting its maximum and there is nothing they can do, politely ask to be put through to CST. If they refuse,tell them you want to speak to their supervisor. A good agent will see immediately what is required and will do this without being asked.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    11. #20
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      Re: Issues with my sky router

      Quote Originally Posted by Isitme View Post
      You are better phoning late evening if possible, the lines are quieter and you have more chance of being put through to CST.

      What to say is difficult, as IANTE points out Tier 1 have little practical knowledge and rely on crib sheets, so telling them you have a very high downstream noise margin and a negative upstream margin would fall on deaf ears.
      I do hate it when people say that, there is a fixed process that Sky enforces, tier 1 cannot ignore it or the agent gets into trouble. There are a lot of agents out there that do have a lot of knowledge but have their hands tied. Some don't mind the slapped wrist and actually deal with the issue, others play safe. Obviously there will always be agents out there that only read the script too.
      A good agent will see immediately what is required and will do this without being asked.
      Again there is a set process and a set troubleshoot, if the answers do not match what sky see as a slow connection issue there is not much the agent can do. In this case if the customers sync speed is much lower than the speed suggested during the DSL availability check then even the most script following of agents will pass it to cst for escalation.

     

     
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