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 3 of 3 FirstFirst 123
    Results 21 to 28 of 28

    what do i do now

    This is a discussion on what do i do now within the Sky Broadband help forums, part of the Sky Broadband help and support category; Sorry made a mess of moving this post, sincere apologies to shatterred12. Originally posted by Shattered12 "Well finally had the ...

    1. #21
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: what do i do now

      Sorry made a mess of moving this post, sincere apologies to shatterred12.

      Originally posted by Shattered12



      "Well finally had the REIN engineer out last night, no REINS issue was detected so now after various tests from the engineer, it appears that we are having a problem on sky's end with the CHAP that just persistently disconnects us from the internet everysingle day around the same time, been told by BT they are only allowed to touch anything further than the DSLAM, anything after the DSLAM in exchange is sky's responsibility, the engineer also tried to get online with his own router same problem exists, how am i going to get sky to admit and take responsibility and actually do something about it, am sick to death of this 5 weeks on and we are still suffering this issue and still not seeing any light at the ernd of the tunnel.
      "

      Move here for continuation
      Last edited by Isitme; 13-08-09 at 05:09 PM. Reason: Move for continuation.

      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.






    2. Advertisement
    3. #22
      hyeung's Avatar
      hyeung is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky+HD box
      Join Date
      Oct 2007
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Quote Originally Posted by Isitme View Post
      Sorry made a mess of moving this post, sincere apologies to shatterred12.

      Originally posted by Shattered12



      "Well finally had the REIN engineer out last night, no REINS issue was detected so now after various tests from the engineer, it appears that we are having a problem on sky's end with the CHAP that just persistently disconnects us from the internet everysingle day around the same time, been told by BT they are only allowed to touch anything further than the DSLAM, anything after the DSLAM in exchange is sky's responsibility, the engineer also tried to get online with his own router same problem exists, how am i going to get sky to admit and take responsibility and actually do something about it, am sick to death of this 5 weeks on and we are still suffering this issue and still not seeing any light at the ernd of the tunnel.
      "

      Move here for continuation
      Not sure what the CHAP is.....As its an issue with Sky's equiment, is this anything to do with the actual card your line is plugged into? i.e. the card that relates to tie pair shifts when performing this at the exchange.

      Are you saying that after you get disconnected, you are unable to connect back during a certain set period in the evening?
      Hence the Engineer was also unable to connect at the time of fault.

      Take Sky havent spoken to you yet?
      Anyways, keep us posted.....i'm not any further myself

    4. #23
      shattered12's Avatar
      shattered12 is offline Sky User Member
      Exchange: yaxley, peterborough
      Broadband ISP: Sky Max/Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Jul 2009
      Posts
      19
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Well today has been a very eventful day, where sky have basically refused balank to do anything further now its on sky's side and not BT, its seriously a joke now, regards to the CHAP, its the challenge handshake thats not coming through at certain times, Bt have done all they can in the exchange for me, anything further than the DSLAMS are sky's responsibility, they don't want to admit or even look into the possibility of its being them at fault.

      Yes we were unable to connect at the time also when we try to do a sky test within the router to test connection it disconnects us from internet too, its now becoming very random between 6.45-8.30pm. Spoke to sky this afternoon they again used the cancel the contract with me again, i have spoken to Tier 1 re this issue that if this is the only option i will only come out of this contract if they wipe circuit in exchange as if i were a brand new customer without a MAC Code,otherwise its a big possibility that this issue will carry on with another ISP.

      Waiting on phone call regarding this team leader in Tier 1 will try to see if they will agree to this and call me back, sorry you haven't had any joy either, going to ask for a deadlock letter when 3 months in up, you should too, its horrendous how this company is fobbing us off.

      I am half wanting to throw the towel in and move to another ISP but not until a resolution has been met from them and myself.

    5. #24
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: what do i do now

      i will only come out of this contract if they wipe circuit in exchange as if i were a brand new customer
      You needn't worry about that. You are connected to Sky's equipment at the exchange and connect to the internet via their network. When you go to another ISP, this will all be dismantled and you will be connected to the new ISPs equipment. The MAC applies to your line, not the exchange equipment. Provided the problem is not between your master socket and the exchange eveything should be OK.

      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. #25
      hyeung's Avatar
      hyeung is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky+HD box
      Join Date
      Oct 2007
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Quote Originally Posted by shattered12 View Post
      Well today has been a very eventful day, where sky have basically refused balank to do anything further now its on sky's side and not BT, its seriously a joke now, regards to the CHAP, its the challenge handshake thats not coming through at certain times, Bt have done all they can in the exchange for me, anything further than the DSLAMS are sky's responsibility, they don't want to admit or even look into the possibility of its being them at fault.

      Yes we were unable to connect at the time also when we try to do a sky test within the router to test connection it disconnects us from internet too, its now becoming very random between 6.45-8.30pm. Spoke to sky this afternoon they again used the cancel the contract with me again, i have spoken to Tier 1 re this issue that if this is the only option i will only come out of this contract if they wipe circuit in exchange as if i were a brand new customer without a MAC Code,otherwise its a big possibility that this issue will carry on with another ISP.

      Waiting on phone call regarding this team leader in Tier 1 will try to see if they will agree to this and call me back, sorry you haven't had any joy either, going to ask for a deadlock letter when 3 months in up, you should too, its horrendous how this company is fobbing us off.

      I am half wanting to throw the towel in and move to another ISP but not until a resolution has been met from them and myself.
      With regards to the CHAP......I'm not sure if i had similar issues with you?
      Last night my connection was lost around 2:53. As usual, a massive SNR drop (negative) and hence connection dropout. But you can see from the router logs, that it tried to resync (constantly flip'n between LCP down, Initalize LCP, LCP is allowed to come up).......only about 5:16 this morning did i manage to reconnection i.e. CHAP authentication successful.

      I've attached my routerstats graphs and a corresponding sample of the logs from both the router and routerstats so u see whats going on.

      From all the tests carried out to date.....i'm sure my line is fine. Which either points to an issue with the exchange or its purely a REIN type problem?
      Again, i'm not sure if my problem is different or similar.....being that i can see i'm also having problems restablishing a connection i.e. CHAP issue?


      Fri, 2009-08-14 02:53:50 - LCP down.
      Fri, 2009-08-14 02:53:51 - Initialize LCP.
      Fri, 2009-08-14 02:53:51 - LCP is allowed to come up.
      Fri, 2009-08-14 02:54:52 - Initialize LCP.
      Fri, 2009-08-14 02:54:52 - LCP is allowed to come up.
      Fri, 2009-08-14 02:55:53 - Initialize LCP.
      Fri, 2009-08-14 02:55:53 - LCP is allowed to come up.
      ....
      Fri, 2009-08-14 05:15:27 - LCP is allowed to come up.
      Fri, 2009-08-14 05:16:28 - Initialize LCP.
      Fri, 2009-08-14 05:16:28 - LCP is allowed to come up.
      Fri, 2009-08-14 05:16:42 - Loss of synchronization :1
      Fri, 2009-08-14 05:17:28 - Initialize LCP.
      Fri, 2009-08-14 05:17:29 - LCP is allowed to come up.
      Fri, 2009-08-14 05:17:32 - CHAP authentication success
      Fri, 2009-08-14 05:17:37 - <DDNS>Update OK: good

      Fri 14 Aug 2009 02:49:33, Noise Margin= 10, Sync Speed= 10234, WAN Up Time 03:39:44
      Fri 14 Aug 2009 02:49:38, Noise Margin= 5, Sync Speed= 10234, WAN Up Time 03:39:49
      Fri 14 Aug 2009 02:49:43, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:39:54
      Fri 14 Aug 2009 02:49:48, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:39:59
      Fri 14 Aug 2009 02:49:53, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:04
      Fri 14 Aug 2009 02:49:58, Noise Margin= 7, Sync Speed= 10234, WAN Up Time 03:40:09
      Fri 14 Aug 2009 02:50:03, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:14
      Fri 14 Aug 2009 02:50:08, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:19
      Fri 14 Aug 2009 02:50:17, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:24
      Fri 14 Aug 2009 02:50:18, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:29
      Fri 14 Aug 2009 02:50:23, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:34
      Fri 14 Aug 2009 02:50:28, Noise Margin= 4, Sync Speed= 10234, WAN Up Time 03:40:39
      Fri 14 Aug 2009 02:50:37, Noise Margin= 4, Sync Speed= 10234, WAN Up Time 03:40:44
      Fri 14 Aug 2009 02:50:42, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:49
      Fri 14 Aug 2009 02:50:47, Noise Margin= 6, Sync Speed= 10234, WAN Up Time 03:40:54
      Fri 14 Aug 2009 02:50:48, Noise Margin= 5, Sync Speed= 10234, WAN Up Time 03:40:59
      Fri 14 Aug 2009 02:50:57, Noise Margin= 5, Sync Speed= 10234, WAN Up Time 03:41:04
      Fri 14 Aug 2009 02:51:02, Noise Margin= 5, Sync Speed= 10234, WAN Up Time 03:41:09
      Fri 14 Aug 2009 02:51:07, Noise Margin= 1, Sync Speed= 0, WAN Up Time 03:41:14
      Fri 14 Aug 2009 02:51:12, Noise Margin= 0, Sync Speed= 0, WAN Up Time 03:41:19
      Fri 14 Aug 2009 02:51:17, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 03:41:24
      Fri 14 Aug 2009 02:51:22, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 03:41:29
      Fri 14 Aug 2009 02:51:27, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 03:41:34
      Fri 14 Aug 2009 02:51:32, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 03:41:39
      .......(SNR 2147483 all the way....)
      Fri 14 Aug 2009 05:15:58, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:03, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:08, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:13, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:18, Noise Margin= 2147483, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:23, Noise Margin= 0, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:28, Noise Margin= 0, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:33, Noise Margin= 0, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:38, Noise Margin= 0, Sync Speed= 0, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:43, Noise Margin= 10, Sync Speed= 10234, WAN Up Time 00:00:00
      Fri 14 Aug 2009 05:16:48, Noise Margin= 10, Sync Speed= 10234, WAN Up Time 00:00:00




      Attached Thumbnails Attached Thumbnails what do i do now-noisemargin-2009aug14-0257.jpg   what do i do now-noisemargin-2009aug14-0502.jpg   what do i do now-noisemargin-2009aug14-0523.jpg  

    7. #26
      shattered12's Avatar
      shattered12 is offline Sky User Member
      Exchange: yaxley, peterborough
      Broadband ISP: Sky Max/Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Jul 2009
      Posts
      19
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      We are facing the same our line is clear we have the best set of cables and healthcheck performed getting sky to actually do something is the problem, they have left it all to BT to do and now it all points to them they don't want to know, have evn offered to send the traceroutes to them but they are not interested and refuse blank to give out an email address.

      Hope you get some joy out of sky soon

    8. #27
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: what do i do now

      Try this one, no guarantee but it may get you somewhere, remove the / of course.
      /broadbandcustomerservice@bskyb.com

      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.





    9. #28
      shattered12's Avatar
      shattered12 is offline Sky User Member
      Exchange: yaxley, peterborough
      Broadband ISP: Sky Max/Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Jul 2009
      Posts
      19
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Update, well deceided to push sky more to actually do something have spoken to CST and someone in there was nice enough to provide me with an email address themselves have sent through the traceroutes they are currently analysing the information and conferring with fault management as all out tests point to beyond the dslam and handshake issue. Have been advised REIN engineer that i should ask for sky to rebuild the account he has also logged that in his notes to sky themselves i have come to the conclusion that if sky are no longer willing to do something they will have rebuild and cancel my account as if i never existed for me to go peacefully now.
      Last edited by shattered12; 21-08-09 at 01:59 PM. Reason: forgot to write the rest of the sentence

     

     
    Page 3 of 3 FirstFirst 123

    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