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    Sky BB major issues

    This is a discussion on Sky BB major issues within the Sky Broadband help forums, part of the Sky Broadband help and support category; I have had sky BB for nearly 3 years (Sky BB everyday it is called now) now and received DL ...

    1. #1
      sterankin's Avatar
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      Exclamation Sky BB major issues

      I have had sky BB for nearly 3 years (Sky BB everyday it is called now) now and received DL speed of up to 2MB. But the other day it stopped working completely (was not picking up an IP address at all) and since then my speed has dropped to dial up speed. Its been like this for 2 days now. Here are some router stats:


      System Up Time 04:25:30
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 27684 34596 0 246 2252 04:23:56
      LAN 10M/100M 11582 7303 0 314 74 04:25:27
      WLAN 11M/54M 38794 35291 0 2099 275 04:25:19


      ADSL Link Downstream Upstream
      Connection Speed 64 kbps 64 kbps
      Line Attenuation 63.5 db 31.5 db
      Noise Margin 28.3 db 13.0 db


      I have tried rebooting the router, changing the microfilter, using the test socket etc.
      I rang sky and got through to a higher tier and he talked me through using the test socket etc but he is sending me out a new router as it was still dropping out as he was on the phone. He seemed to think it was my router or the exchange.

      Just thought I would ask on here for any advice, the router seems fine and I can login into it etc without any issues - the new one wont arrive for a few days so thought someone might offer any ideas before then.


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    3. #2
      User05's Avatar
      User05 is offline Sky User Member
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      Re: Sky BB major issues

      You're capped at test settings (64/64) by a sky cst agent for the previous no sync issue. A call through to sky and ask to be uncapped is all that needs to be done (assuming it will sync in higher with no issues).

    4. #3
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      Re: Sky BB major issues

      as mentioned, when you called Sky for the no sync issue they set the line to test speed to try and get it into sync. have you since changed something and now it's back on? might have been you didn't do what CST asked you to do in the first place and now the speeds capped at test speed...

      just gotta speak to CST again and they'll have you sorted in a jiffy...
      -------------------------------------------



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

    5. #4
      sterankin's Avatar
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      Re: Sky BB major issues

      Thanks folks - nothing had changed on my setup but the connection was constant at 64kbps so I rang back and got through to the second tier support.

      The guy tried uncapping the line but it kept dropping out repeatedly. He managed to get a connection at a quarter of a MB which is better than 64kbps but obv not ideal. The new router is still on its way but I'm not so sure that its the problem, I hope it is.

      The guy said that if the new router didnt work then they would have to get a BT engineer out to my house to have a look at it. Any ideaswhat could be causing this? Nothing at all has changed in the house, unless it something to do with the recent bad weather but its been days now.

    6. #5
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      Re: Sky BB major issues

      Post your new stats.

    7. #6
      sterankin's Avatar
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      Re: Sky BB major issues

      New stats (still no sign of new router yet)

      System Up Time 75:29:22
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 48140 62294 0 42 290 54:21:01
      LAN 10M/100M 54074 29517 0 74 20 75:29:19
      WLAN 11M/54M 160871 169551 0 425 81 75:29:11


      ADSL Link Downstream Upstream
      Connection Speed 256 kbps 192 kbps
      Line Attenuation 63.5 db 31.5 db
      Noise Margin 24.9 db 0.0 db

    8. #7
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      Re: Sky BB major issues

      You are still capped to death, there is no reason why CST cannot adjust this now, no need for the new router.

      Give them a call and tell them that you would like your cap removed, be persistant, CST can do this in minutes, do not take no for an answer.

    9. #8
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      Re: Sky BB major issues

      To be fair he did remove the cap the ast time I rang but the connection failed to sync as he was on the phone. It synced ok at 256kbps so he left it at that until I try the new router when it arrives..

    10. #9
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      Re: Sky BB major issues

      Fair comment I suppose, do you have another router you could try for now? What is the voice line like? any noise etc.

    11. #10
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      Re: Sky BB major issues

      Unfortunatley no other router to try - and no noise on the line as far as I can tell, I changed the microfilter too but that didnt help. We only have 1 phone socket here too..

     

     
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