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    0.13Mb/s for last 3 weeks?

    This is a discussion on 0.13Mb/s for last 3 weeks? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, We are news sky users. We have TV, Phone & Internet from sky, I think the broadband package we ...

    1. #1
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      0.13Mb/s for last 3 weeks?

      Hi, We are news sky users.

      We have TV, Phone & Internet from sky, I think the broadband package we have is sky connect (max 8Mb/s), we got connected on the first of this month and for the first 5-6 days we had a consistant download speed of around 60-70Kb/s, however the speed then dropped to 15Kb/s and refuses to go over that no matter if im looking at a website, downloading from ftp, downloading with bittorrent or using the wii.
      All downloads go straight to 15/Kb/s but refuse to go over, checking my router it shows DownStream Connection Speed 256 kbps, UpStream Connection Speed 448 kbps, but when I called sky to sort the slow speed out they told me to check the same stats which showed a DownStream Connection Speed of 4783kbps (I cant remember the upsteam speed but was considerably faster than 448k), I told him that its only showed me having a downspeed of 4783kbps since I have been on the phone to him, I told him that that was the sort of speed I had expected but we are not getting it, he told me that this was the speed i was getting, he refused to belive I could only achive a a maximum download speed of 15Kb/s, he said that I couldnt talk to anyone else as they are all busy and that was the end of the call.
      After he hung the phone up I tested the speed again and it had dropped back from the 4783 I had got while sky did there test, to 256 which is what I am stuck with.

      We are really frustrated with sky, we have only been with them just under a month and already have big problems. can anyone offer any advice please?

      Thanks, Matty & Michele






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    3. #2
      IWasNotTheEnemy's Avatar
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      Re: 0.13Mb/s for last 3 weeks?

      Sky Connect has an upstream of 448kbps...it's never higher...
      -------------------------------------------



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

    4. #3
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      Re: 0.13Mb/s for last 3 weeks?

      Could you post your stats that show attenuation and SNR, you can find these on the router stats page, at the bottom of the page click on connection statistics and post the stats that are shown.

    5. #4
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      Re: 0.13Mb/s for last 3 weeks?




      Is this what you need?

    6. #5
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      Re: 0.13Mb/s for last 3 weeks?

      That is what we need, but without the adverts for adult sites

      Please simply copy and paste your data to the forum or use the forum's attachment facility.

      You will have to phone Sky and get them to fix it. Tier 1 will not be able to do anything so ask politely but firmly to be put through to the Customer Solutions Team if they do not put you through as a matter of course. Sky themselves will not be able to do anything themselves but they will pass the problem to BT who will be able to fix it.

      When you phone be plugged into the Test socket, link below, if you have one and also try another filter.

      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.





    7. #6
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      Re: 0.13Mb/s for last 3 weeks?

      Still getting nowere with sky! after hours on the phone I managed to get through to the Customer Solutions Team on thursday, they told me they needed to do a few tests and will call me back in under an hour, 2 days later they call back... 1st they said its my fault and not theres as my computer is full of virus that are using all my downspeed, I explained that I have just done a clean install of XP on my laptop & desktop and that there is nothibg on there there that shouldnt be. They agreed that this wasnt the problem, the problem once again is mine and not theres as I have a faulty master socket. even though sky tested the socket when they installed the phone line a couple of weeks ago, sky tell me that its not there problem, they will fix and problems with the phoneline or phone exchange but its not there problem if its a socket (including the master socket). I knew as soon as he started to speak that the end of his little speech was going to end in....its your fault/problem not ours. He said I need to keep the router plugged in for 72 hours and then my speed will go upto the full , I explained that its been plugged in for nearly a month now and nothing has changed why would 72 hours make any difference, he said that BT test the line every 72 hours to make sure your getting your full speed. I have told him to make a note on the computer stating that if the problem is not fixed in the next 72 hours we will be canceling our sky+, phone line and internet, it was the first time they actually seemed concerned by my problem witht he threat of me leaving. We are really frustrated with sky, if they spent even half the effort on fixing problems as they do on trying to make out its not there problem everyone would be happy. for the last 18 months we have been stuck with 3 mobile broadband, the fastest speed we ever got was 5KB/s due to our location in relation to the nearest 3G mast. I have been getting more and more excited as the time for our contract running out neared, the the day it did we went straight to sky for what we thought would be internet that actually works but instead we seem to be in the same position as with 3! awfull internet speeds and even worse coustomer services.

      Can anyone offer any more advice for us, we are greatfull for the help already given.

      Thanks, Matty & michele

    8. #7
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      Re: 0.13Mb/s for last 3 weeks?

      You need to leave the router plugged into the TEST SOCKET for up to 72 hours.
      Provided there is no fault with your phone line then this will fix the throughput problem.

      If you then restore your phone setup (i.e. unplug from the test socket and go back to normal) and your connection goes slow again, you have then proven that you have a fault with the wiring in your house or the way it is setup in your house.

      Sky installers do NOT test your phone socket, they will plug it in and hope the light comes on.

      Sky are not responsible for the phone wiring inside your house.

    9. #8
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      Re: 0.13Mb/s for last 3 weeks?

      For the first week it was 8x faster than what we have now, which is still way to slow but not as painfull as 0.13Mb/s so im not sure if its the internal wiring, its been 48 hours since I plugged into the test socket so they will be calling me tomorrow for results.

      Can I use the internet in the 72 hours I have to wait? We have been using it a bit but they havnt told us not to.

      Thanks again for the help

    10. #9
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      Re: 0.13Mb/s for last 3 weeks?

      Yes, you can use it as much as you like. The 72 hours is the time it takes for the BT line to be automatically re-profiled hopefully to a better speed if your stats have improved in the test socket.

    11. #10
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      Re: 0.13Mb/s for last 3 weeks?

      Can you post your stats now that you've got it in the test socket?
      If CST are correct then the downstream should be > 256k you were getting before.

     

     
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