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    Activation Issues

    This is a discussion on Activation Issues within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi There, I orderd Sky TV, 20Mb Broadband (wanted to be unlimited) and Free Phone on 10th Nov, there were ...

    1. #1
      Mooton's Avatar
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      Activation Issues

      Hi There,

      I orderd Sky TV, 20Mb Broadband (wanted to be unlimited) and Free Phone on 10th Nov, there were some delays that set back the original order date to the 16th Nov so already had a 5 day delay.

      My Broadband and phone package was meant to be activated yesterday but it wasnt, i phoned Sky today and they said that it was a 3rd party issue at the exchange (in other words BT). They told me they cant give me a date yet but will be in contact as soon as they know.

      Do any of you guys know if BT have had a backlog recently or a rough idea of how long a delay like this normally takes?

      I know nobody can really say but if someone else has had this issue recently maybe they can share how long the delay was for them.

      Many Thanks!


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    3. #2
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      Re: Activation Issues

      Usually if there is a delay in the bb activation it's usually:

      a) Waiting on Line rental to go active first - Basically wait till that's completed.
      b) Delays with the Equipment arriving
      c) Faulty equipment & waiting on new equipment to arrive.
      d) Waiting on Spaces at the exchange - usually not as common in an LLU exchange - More common waiting to go on connect package.

      Shouldn't take too long.
      As long as the issue has been escalated to OM then it could just be a 72 Hr delay - But then again, we don't know what the issue is exactly.

      Phone sky again see if they have any further updates or a new expected activation date.

    4. #3
      Mooton's Avatar
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      Re: Activation Issues

      Thanks for the reply.

      Called Sky again and they said they will get order management to contact BT and find out why it has been delayed and when it will be activated. It can take 48hrs before Sky get back to me though, so doesnt look like anytime soon.

    5. #4
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      Re: Activation Issues

      Not heard from them yet, how reliable do Sky tend to be with calling back?, last time they said they would call they didn't.

      Just wondering if i am likely to hear from them within this 48hr period.
      Last edited by Mooton; 03-12-09 at 04:16 PM. Reason: typo

    6. #5
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      Re: Activation Issues

      Quote Originally Posted by Mooton View Post
      Not heard from them yet, how reliable do Sky tend to be with calling back?, last time they said they would call they didn't.

      Just wondering if i am likely to hear from them within this 48hr period.
      You have to keep phoning them to remind them and to stop your ticket being closed.

    7. #6
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      Re: Activation Issues

      Got home from work and my broadband has finally been activated WooHoo!!!

      Only prob is only getting 3.5Mb D/L and 300K U/L i suppose this should increase during the first 10 days though.

    8. #7
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      Re: Activation Issues

      Here are my router stats:

      Order Date: 10/11/09
      New Connection
      Router Arrived: 16/11/09
      Connection Due: 30/11/09
      Actually Connected: 4/12/09
      Up sync speed: 604 kbps
      Down sync speed: 4091 kbps
      Distance from the exchange: 1.2 miles

      Line Attenuation: 46db 29db
      Noise Margin: 8db 15db

      Any idea what speeds i can expect from these results?

      Thank you

    9. #8
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      Re: Activation Issues

      Not much more than you have unfortunately, you have a low noise margin, considering your sync speed.

      Can you plug into your test socket and take your stats from there, link below. If your external line is reasonable you should get 6-8 Mb.

      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: Activation Issues

      What is it that will be causing the problem?

      Am i right in thinking it is the Line Attenuation as i am under the impression a low noise margin is good?

      The router is plugged into the master socket using a filter but i will unscrew the cover and use the test socket just incase.

    11. #10
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      Re: Activation Issues

      A low noise margin means that you are at the limit for your line, a high noise margin means you have more speed available.

      Sky use a default of about 7db so when you hit that, that's it in terms of speed. As advised, try your test socket, you want to see either your sync speed increase or your noise margin rise.

     

     
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