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    sky cheated me !!

    This is a discussion on sky cheated me !! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi everybody I am a new customer in SKY as I have been in the UK for three months to ...

    1. #1
      freebird's Avatar
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      Question sky cheated me !!

      Hi everybody

      I am a new customer in SKY as I have been in the UK for three months to study. I chose the Sky package, phone line+ TV+ broadband, so they gave me base speed of broadband which is 2 mb then they sent me letter that my phone line can support 3.5 mb that is what I checked it in the BT website. Thus, I upgraded the speed of broadband to mid speed 8 mb. I just used this speed for 24 hours then it return to old speed or worse. The problem is when I called the technical support, they told me that your line dose not support 3.5 but the maximum speed is 1.5 mb and I have to talk with BT and I don't find worst than the BT service, they said to me that my line with sky so you have to talk with sky. Actually, I'm confused , I don’t know what is the system in the uk and my language does not help me to argue with them. My feeling is that sky cheated me .

      I need any advice or solution for my problem

      Note: my postcode is CO2 8GQ , the area support 3.5 or more , the person who lived in the same flat had 3.5 mb speed.

      FreeBird


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    3. #2
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      sdd
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      Re: sky cheated me !!

      Hi freebird and welcome to the forum

      it sounds like you took the whole package with SKY

      that includes your line rental so BT are right when they tell you to contact SKY

      have you checked the main page on here were it say SKY TOOLS if you go there were it says EXCHANGE CHECKER click on it and put your TELEPHONE NUMBER in and your POST CODE and it will tell you what your TELEPHONE LINE can take (WHAT SPEED)

      Also how long have you had the Broadband Installed? if you have only just had it put in then SKY may be running checks to see what speed and how stable your line is before they give you the max speed.

      if you think you are not getting the right speed then ring SKY not BT.


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    4. #3
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      Re: sky cheated me !!

      The speedchecker is here

      Sky User - Broadband Speed Tester

      It would also help if you could post your stats as well

      How to get your router statistics




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    5. #4
      Isitme's Avatar
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      Re: sky cheated me !!

      I think Steve may have meant this one-
      SkyUser - Potential ADSL Speed Checker & Calculator

      Posting the stats would tell all.

      TomD


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


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    6. #5
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      Re: sky cheated me !!

      Hi all

      I really appreciate your attention, thank you so much…I attached all the information you asked about.
      I understand all these information and I accepted it but I do not understand why these information change after I upgraded to mid broadband. Is there any possible that Sky changed my phone line from good line to bad line especially when I used it in the beginning to download a huge data?



      Your Exchange Information
      Exchange: East Bay BT Code: EAEBY
      Location: Guildford Road CO1 2RB
      Distance:- Direct:
      (appx)*By Road:

      Service Enabled On
      ADSL Enabled:
      May 31, 2002
      DSL Max Enabled:
      March 31, 2006
      SDSL Not enabled:
      September 18, 2005
      21CN due : (PSTN)
      No Info
      21CN WBC (Broadband)
      March 31, 2010
      Your BT Line Speed Estimation

      Fixed ADSL: 1024 (1 Mb)

      DSL Max: 1500 (1 Mb)

      21CN WBC : 1500 (1 Mb)
      ------
      Your most recent test results
      Test taken
      (up to) Download
      Speed (Kbps) Upload
      Speed (Kbps)
      11 April, 2009 23:31:35 1712 Kbps 342 Kbps

      -----

      ADSL Link Downstream Upstream
      Connection Speed 2042 kbps 409 kbps
      Line Attenuation 57 db 36 db
      Noise Margin 11 db 13 db


    7. #6
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      Re: sky cheated me !!

      Sky were correct in their original estimate your line should support 3-3.5Mb. Plug into the telephone Test socket, link below, and take your stats from there.

      As it stands your line is capped and should give you 3+ Mb, but ry first from the TEST socket and post back.

      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. #7
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      Re: sky cheated me !!

      Hi

      I did all the steps that you asked me …I plug the router directly into the telephone test socket… as you can see the result below... it seems there is no different…



      Your Exchange Information
      Exchange: East Bay BT Code: EAEBY
      Location: Guildford Road CO1 2RB
      Distance:- Direct:
      (appx)*By Road:

      Service Enabled On
      ADSL Enabled:
      May 31, 2002
      DSL Max Enabled:
      March 31, 2006
      SDSL Not enabled:
      September 18, 2005
      21CN due : (PSTN)
      No Info
      21CN WBC (Broadband)
      March 31, 2010
      Your BT Line Speed Estimation

      Fixed ADSL: 1024 (1 Mb)

      DSL Max: 1500 (1 Mb)

      21CN WBC : 1500 (1 Mb)
      RAG Code: AGEC


      Fixed: Long line green for 1Mbps, Red for 2Mbps

      RA ADSL: 512kbps and 256kbps available

      Exch Info: Exchange ADSL enabled

      Line Info: Compatibility issue found. This could be several things eg. existing ADSL connection, pending ADSL order on line, ISDN, DACS, TPON, LLU, some alarm systems.

      ----
      Your most recent test results
      Test taken
      (up to) Download
      Speed (Kbps) Upload
      Speed (Kbps)
      12 April, 2009 23:37:04 1744 Kbps 344 Kbps
      12 April, 2009 23:10:52 1736 Kbps 340 Kbps

      ------
      ADSL Link Downstream Upstream
      Connection Speed 1650 kbps 412 kbps
      Line Attenuation 57 db 37 db
      Noise Margin 14 db 10 db

    9. #8
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      Re: sky cheated me !!

      Quote Originally Posted by freebird View Post
      ADSL Link Downstream Upstream
      Connection Speed 1650 kbps 412 kbps
      Line Attenuation 57 db 37 db
      Noise Margin 14 db 10 db
      that's the bit we're interested in, the speed checker stuff is irrelevant...

      you're capped, prob due to bad wiring as your SNR has jumped up showing that you could prob get double your current speed...

      looks like a call to Sky is in order...
      -------------------------------------------



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

    10. #9
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      Re: sky cheated me !!

      It appears Sky have capped you even further, or DLM is running on your line and has changed the mode to ADSL2+. Your high attenuation makes it unlikely it will work well on your line. You should phone Sky and ask to have DLM suspended as it is reducing your speed. If they say it is not running, ask to have ADSL2+ taken off your line as it is making it slower. It will not be easy to get this done unless you are very lucky and get an understanding agent.

      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. #10
      freebird's Avatar
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      Re: sky cheated me !!


      Hi all

      Thank you so much for all your advice, I really appreciate it.
      I am going to write e-mail for sky to explain the problem as it is the easiest way to discuss my issue.
      Please... I need Sky e-mail for sending like this problem?
      I have some questions, whether the sky technical support does not help me or ignore me, where I can make a complaint against Sky. The second question, can I cancel my Sky’s contract? Note: I have contracted with them since February 2009.



      ....

     

     
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