This is a discussion on Disconnections within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi. Since the begining of August my internet has been constantly disconnecting. It happens about 4-5 times an hour at ...
- 26-08-09, 12:05 PM #1
Since the begining of August my internet has been constantly disconnecting.
It happens about 4-5 times an hour at all times of the day.
I have tried 6 filters and that has not helped. I have rebooted the Netgear modem loads of times and still no good.
The modem is connected to the master socket through the filter and then i use Max Value homeplugs. I bought these about 2 weeks ago to get better connection as i was using wireless and that kept cutting out. On my master socket i have the old type of socket with only hole for the telephone to go in and i have taken of the faceplate but there are only 2 wires comming in from the BT cables from the telegraph pole.
I am on Sky Everyday and have been for about 3 and a half years.
I have got my router stats below for people to have a look.
System Up Time 01:02:55
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 267 288 0 1145 2849 00:01:12
LAN 10M/100M 17771 16896 0 3573 2141 01:02:52
WLAN 11M/54M 0 0 0 0 0 00:00:00
ADSL Link Downstream Upstream
Connection Speed 6080 kbps 416 kbps
Line Attenuation 45.0 db 30.0 db
Noise Margin 8.1 db 14.0 db
Thank you for any help in advance.Vince
- 26-08-09, 12:45 PM #2
Re: DisconnectionsOn my master socket i have the old type of socket with only hole for the telephone to go in and i have taken of the faceplate but there are only 2 wires comming in from the BT cables from the telegraph pole.
Is there any noise on your voice line? Remove the filter and plug in a corded phone, dial 17070 option 2 and listen. It should be very quiet with only a faint his at most.
You might want to try downloading and running Internet Software Use the Noise Margin graph to map the noise on your line. This will show if line faults are causing your connection to drop. I find it better to set the Sample interval to 60 secs on the Graph set up page. This allows one page to cover 4 hours.
- 27-08-09, 09:10 AM #3
Thank you for your reply.
I don't have any extentions, this is the only socket in the house and has been since we moved in over 20 years ago. I was looking at another thread and they said disconnect one of the wires so when i to check that was when i found out that there was only 2 wires going into the socket.
I have the filter pluged into the socket and the cable pluged into the filter to the modem and then the answerphone into the phone socket and 1 cordless phone upstairs that connects to the answerphone so only 1 phone in the house and no Sky telephone lead is connected at all. From the modem that is connected to the Max Value homeplug which i then connect my computer to the other homeplug upstairs via ethernt cable.
I don't know if sky are doing something but i used to download 40-50 gig a month but now that they have lowered the limit to 10 gig and i am at 35 gig at the mo i was thinking that may be the reason.
- 27-08-09, 11:33 AM #4
I don't think Sky have started enforcing usage limits yet. If they have they should be doing it according to their T & Cs, ie, they should advise you by letter/email that you have exceeded your limit and ask you to reduce. If you do not reduce your usage they have several options which they give here - Sky Broadband Terms - Sky Digital TV, Broadband and Talk - Join Online
If you only have one socket then an internal fault is unlikely, unless you have dodgy filters. What you can try is running the phone side through 2 filters. Plug one filter into the socket and use this for the router. Plug a second filter into the first one and use this for the phone. I don't know why this should work, but it has been reported to stop interference from a Sky box. Although you don't have one of these, it may still help.
Have you tried your voice line for noise?
- 28-08-09, 12:25 PM #5
I have tried the line test and that seems ok.
One of the reasons i went homeplugs was that the next door neighbour had BT home hub installed and it interferred with my wireless connection and i did change channels but it never held a good connection long wnough.
When i changed to using homeplugs it was ok for 2-3 weeks and then it started playing up.
I would rather try and sort the problem out before i ring Sky cs incase its my fault and wasting mine and their time when i could of done myself.
- 28-08-09, 01:42 PM #6
So at that moment you just have a filter (you said you've tried 6, so at least that rules out filters) with the ADSL cable that sky supplied (it's a light grey colour) into the filter and no extension sockets with other devices? If that's the case, there's not much more you could do yourself unless anyone else has any ideas.
From everything in the thread thus far, the next step would be to ring up sky (08442 410515) and tell them your internet is dropping. You may be surprised that tier 1 may not be aware of home plug technology, so best just telling them you're connected via ethernet connection... even though essentially you are. It will eventually get escalated and dealt with ASAP.
- 28-08-09, 01:47 PM #7
Just be sure that it is the router that is dropping its connection and not the homeplugs.