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    Dreadful Internet Speed

    This is a discussion on Dreadful Internet Speed within the Sky Broadband help forums, part of the Sky Broadband help and support category; This post may look very long but please don't be put off - I just wanted to give as much ...

    1. #1
      ak9779's Avatar
      ak9779 is offline Sky User Member
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      Dreadful Internet Speed

      This post may look very long but please don't be put off - I just wanted to give as much information as possible so people don't suggest things I've already tried. By answering a short thread and then being told that the first 5 suggestions have already been done, you'd actually be wasting more time than just reading this thread so I decided to include all the info.

      We recently moved house and had to set Sky up again. Initially, we had the router on wireless downstairs but because there are 3 floors, the wireless signal was poor and so we thought that was the reason for the slow speeds. Therefore, we paid to get a new socket installed upstairs where the computers are.

      The speed was still terrible, so we got an Ethernet cable for each of the 2 computers, and it was STILL terrible.

      After speaking to Sky for like the 5th time, they said they were going to increase the speed and it would take up to 10 days. At the start of the 10 days, we were getting like a 80 kb/s connection speed. After about 10 days, the speed went up to a maximum of 500 kb/s when my computer was doing nothing other than run the speed test, and it was only me connecting to the network.

      I decided to wait a couple more days before phoning them again, and after those 2 days, tested the speed again to tell Sky what speed I was getting. The speeds are back down to 150 kb/s!

      I'm not even sure what we are paying for since my Mum is paying for it and she's not very techy, but I think the lowest Sky one is 2MB and so 150 kb/s or even 500 kb/s is obviously terrible.

      I decided I'd post here instead of phoning Sky since they are no help...

      To save you from offering some of the basic solutions, I'll tell you some extra info:

      We've been paying for it for a couple of months
      An ethernet cable is being used and more than one has been tried
      We have tried more than one different router (as we still have the one we used at the old house)
      We have tried all of the wires from the old router in the new router
      We have tried swapping microfilters
      We have tried every combination of microfilters/cables in both the main socket and the new one upstairs
      I have downloaded TCPOptimiser (or whatever it's called) and done that
      Sky have said themselves that the Internet is going slower than it should be
      We have passed the 10 days Sky said it would take to get faster

      Copied from my router settings:

      DownStream Connection Speed 224
      UpStream Connection Speed 288

      I have no idea what to do but I'm getting very annoyed with this...

      EDIT: I'm using Channel 13 - I swapped between different ones which are apparently optimal with no change.

      EDIT2: My brother's computer is experiencing the same problems as mine, so it isn't my PC, although that's pretty obvious from the figures from the router settings and because Sky admitted the speed was poor.

      My brother's laptop can't even connect to the internet wirelessly, even right next to the router. With the ethernet cable, it works... That's not part of this problem though...

      EDIT3: Nortan trial version has picked up no viruses.

      EDIT4: As somebody has now posted, all extra info will be posted in replies to the thread.

      EDIT: As I said I am not sure if I am even on Sky Base! All I know is that we're on the only one that is offered for our area, so it's probably the lowest one.
      Last edited by ak9779; 13-02-10 at 09:59 PM.


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    3. #2
      Andy17's Avatar
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      Re: Dreadful Internet Speed

      Can you post your connection stats to help further.

    4. #3
      ak9779's Avatar
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      Re: Dreadful Internet Speed

      Yeah how do I do that?

      Sorry I'm not that techy but I'm good at following instructions so if you tell me what to do I'll do it...

      I have the router settings up if that's needed...

      Thanks a lot for the reply by the way!

      (you're already scoring above sky's customer service)

    5. #4
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      Re: Dreadful Internet Speed

      ak9779
      Hi this is How to get your router statistics

      I have the router settings up if that's needed...
      Just copy and paste to your next post.

    6. #5
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      Re: Dreadful Internet Speed

      Connection Speed:
      -Downstream - 224 kbps
      -Upstream - 288 kbps

      Line attenuation
      -Downstream - 63.5 db
      -Upstream - 31.5 db

      Noise Margin
      -Downstream 21.6 db
      -Upstream 7.0 db

    7. #6
      ak9779's Avatar
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      Re: Dreadful Internet Speed

      Just rebooted the router (as said on another thread) and the statistics improved:

      Connection Speed:
      -Downstream - 512 kbps
      -Upstream - 288 kbps

      Line attenuation
      -Downstream - 63.5 db
      -Upstream - 31.5 db

      Noise Margin
      -Downstream 16.5 db
      -Upstream 7.0 db

    8. #7
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      Re: Dreadful Internet Speed

      ak9779
      Hi you have a very long line and it is copped
      about the line 63.5 db show the line as being quite a distance from the exchange thats attenuation here`s a read on attenuation, connection speeds and noise margins Sky router stats (speed, noise, attenuation) explained if you connect to the computer near the router and no other connection do the stats get any better also does your master socket have a test socket if so can you do the stats from there as well

    9. #8
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      Re: Dreadful Internet Speed

      It almost looks as though you are still on a test speed.

      Your noise margin points to your line being capped, you need to ring Sky and speak to CST, they can manually configure your line but with the attenuation you have 2mb may be all you will get anyway.

      Ring after 10:30pm any you have a good chance of speaking directly to them, ask them to manually configure the line and put you on the G.dmt line profile which is better for long lines such as yours.

      Do you have a test socket? if you do, post the router stats from there, this will give you a best case senario for your line. Don't worry about using wireless etc to get your stats as this does not make any difference.

      When you speak to Sky, they will ask if you are in the test socket, they will also want you to check all your filters ect so ensure that ALL working phone sockets have one in as the very FIRST thing that is plugged into it.

    10. #9
      ak9779's Avatar
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      Re: Dreadful Internet Speed

      Is there a way to find out what Sky Package I have...?

    11. #10
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      Re: Dreadful Internet Speed

      Ok I posted the above before I saw I had two comments - thanks for the replies!

      I'm using Ethernet a 5m Ethernet cable and the computers are close to the router so I don't know how I could get it any closer to make the stats better?

      Oh the filter thing could be it - there are 3 phone sockets in the house; a downstairs one with a phone in, one in an inconveniant place (also downstairs) which is the main socket with nothing in and one 2 floors up with a microfilter in and then the router in... There's also a phone in my Mum's room but that just uses a plug socket for some reason...

      I'm going to go check that the downstairs phone has a microfilter first and I'll plug a microfilter into the main one too just incase...

     

     
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