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    Drastic speed drops on Max package despite no setup change

    This is a discussion on Drastic speed drops on Max package despite no setup change within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi there, I have been on Sky Max BB since July last year. I received download speeds anywhere between 500 ...

    1. #1
      paul_m_s's Avatar
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      Drastic speed drops on Max package despite no setup change

      Hi there, I have been on Sky Max BB since July last year. I received download speeds anywhere between 500 and 700 kb/s and all was fine. For the past two weeks however, despite there being no change in the setup of my connection, the speed has dropped terribly. Downloads rarely go faster than 50kb/s and pages such as youtube take quite some time to fully load.

      I have been in email contact with the help team but they only seem to respond around 5am so each time i reply i must wait until the next morning to get the reply. One team member accessed my connection and only found an upstream speed of around 350 but, despite me assuring them that nothing changed on my end, all emails reiterate the use of microfilters/check the router lights etc... standard help.

      Here are my current stats as of tonight

      ADSL Link Downstream Upstream
      Connection Speed 544 kbps 480 kbps
      Line Attenuation 41.0 db 25.0 db
      Noise Margin 8.4 db 7.0 db

      If anyone can provide any assistance at all I would be most grateful

      Thanks


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    3. #2
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      Re: Drastic speed drops on Max package despite no setup change

      Instead of emailing try calling Sky on 08442 410 515, especially after 10:30pm as you're more likely to get the problem escalated to CST, once you've gone through the usual troubleshooting steps first.

    4. #3
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      Re: Drastic speed drops on Max package despite no setup change

      You are getting some serious noise on your line there

      First thing to try is to connect to the test socket and get the stats again, this will help rule out any internal wiring problem, also it is worth swapping the micro filter (see sig for test socket details).

      Can you hear any noise on calls? (just press one number on the phone and listen).

      When you try the test socket, remove any wires from terminal 3, you don't need them.

    5. #4
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      Re: Drastic speed drops on Max package despite no setup change

      There is a small chance your line has recently been changed to ADSL2+ and it is having problems with it. Do as Smithy suggests and plug into the Test socket, if there is no improvement there, it is possible your line has developed a fault.

      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. #5
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      Re: Drastic speed drops on Max package despite no setup change

      Thank you for the replies. I have connected through the test socket and have noticed very little difference in my speeds.
      Here are the stats for the test socket

      ADSL Link Downstream Upstream
      Connection Speed 864 kbps 608 kbps
      Line Attenuation 40.0 db 24.0 db
      Noise Margin 5.5 db 7.0 db

      I have informed sky about this but expect another few days before i receive a reply.

    7. #6
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      Re: Drastic speed drops on Max package despite no setup change

      Quote Originally Posted by paul_m_s View Post
      I have informed sky about this but expect another few days before i receive a reply.
      Like I said before you'll get a much better response by phoning them rather than wasting your time waiting for them to reply by email.

    8. #7
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      Re: Drastic speed drops on Max package despite no setup change

      thanks for the suggestion, shall call tomorrow night.

    9. #8
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      Re: Drastic speed drops on Max package despite no setup change

      It looks like you have a serious fault on your line or at the exchange. Plug a corded phone into the Test socket and dial 1 digit, if you hear any noise on the line report it to your phone rental provider as a noisy voice line. Don't mention broadband or they will not bother.

      The other alternate is a fault in the router itself. You can only rule this out by trying another router.

      You should phone Sky late tonight, they are supposed to be 24/7 support and the line may even be quieter on a Sunday evening. Be plugged into the test socket when you phone as they usually ask you to do this, also try another filter as they will also suggest this. If you can say you have done it, it can save a lot of time.

      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.





    10. #9
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      Re: Drastic speed drops on Max package despite no setup change

      Isitme is right, loads of noise somewhere. Do the line test first with the phone and report it now if there is a fault, hopefully you still pay line rental to BT.

      If you do have a line fault then I wouldn't bother with Sky until this is sorted.

      If you pay you line rental to Sky, good luck, chances are you will need to jump through hoops before BT are called by them.

    11. #10
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      Re: Drastic speed drops on Max package despite no setup change

      currently my downstream is 160. dreadful.
      The line is rather noisy, although i had been getting more than adequate speeds with such noise.

      I'll have to call later.

     

     
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