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    Sky constantly disconnecting and slow

    This is a discussion on Sky constantly disconnecting and slow within the Sky Broadband help forums, part of the Sky Broadband help and support category; As title says, keep disconnecting for the past 2 days, and tonight has been on and off like a yo ...

    1. #1
      evokazz's Avatar
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      Sky constantly disconnecting and slow

      As title says, keep disconnecting for the past 2 days, and tonight has been on and off like a yo yo. Could this be related to all the bad weather around Scotland? Isn't Sky based around there? I am in Lancashire area.


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    3. #2
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      Re: Sky constantly disconnecting and slow

      Quote Originally Posted by evokazz View Post
      As title says, keep disconnecting for the past 2 days, and tonight has been on and off like a yo yo. Could this be related to all the bad weather around Scotland? Isn't Sky based around there? I am in Lancashire area.
      only there support centre is there the broadband signal comes from Brighton check your isp ip address

    4. #3
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      Re: Sky constantly disconnecting and slow

      From the last stats you posted it did not look like DLM had run on your line, or had been suspended. It could be it is now running and causing the drop outs. Post your current stats.

      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.





    5. #4
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      Re: Sky constantly disconnecting and slow

      ADSL Modulation : ADSL2 PLUS
      Cable Status : ADSL Link Up
      Virtual Circuit :
      Connection Type : PPPoE/PPPoA
      Network Status : Connected
      Connection Up Time : 0:13:04:18
      Downstream Line Rate : 7616 kbps
      Upstream Line Rate : 799 kbps

      MAC Address
      IP Address
      Subnet Mask
      Default Gateway :
      Perferred DNS Server : 90.207.238.97
      Alternate DNS Server : 90.207.238.99
      Last edited by evokazz; 01-03-10 at 09:16 AM.

    6. #5
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      Re: Sky constantly disconnecting and slow

      need the noise margins/attenuations
      -------------------------------------------



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

    7. #6
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      Re: Sky constantly disconnecting and slow

      Sorry. I currently have a DLink router hooked up and pages are set out different.

      Mode: ADSL2 PLUS
      Type: ANNEX_A
      Status: Showtime

      Downstream Upstream
      Rate (Kbps): 7616 kbps 799 kbps

      SNR Margin (dB): 11.7 15.5
      Attenuation (dB): 42.0 25.7
      Output Power (dBm): 20.3 12.3

      Super Frames: 11471480 11471474
      RS Correctable Errors: 55640 716
      RS Uncorrectable Errors: 1605 132

      HEC Errors: 39836 0
      Total Cells: 61781 54813
      Data Cells: 60275977 31184413
      Bit Errors: 0




      I phoned Sky about a month back when the problem was severe, and the asian guy on the phone could not speak english very well (what the hell is with that) and I was on the phone for an hour to try get him to understand me, I ended up just saying bye and that was that, but the internet did seem to get better a couple of days later, and has been perfect since, until about 4 days ago when it started up again for 2 days, disconnecting every hour or so, it is fine again now, but still.......

    8. #7
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      Re: Sky constantly disconnecting and slow

      It looks like DLM has run on your line and left the speed a bit low.
      You have enough noise margin in hand to get you another 1 or 2 Mb. You would have to go through the hoops with Tier 1 to get to the CST. I don't know if it is still working, but at one time you could get past T1 by telling them you wanted your Delay reduced as you were a gamer. When you get to CST ask them if they can give you a bit more speed.

      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. #8
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      Re: Sky constantly disconnecting and slow

      Does anyone know a sure fire way to bypass, or get Tier 1 to pass you over to someone with some knowledge on how to do these things at Sky? Not being racist, but the call centre is ridiculous at best, the people don't understand what I am saying, and when the penny does finally drop, they don't know how to fix it, and have me running in circles round the house when I know it is a waste of time!!!!!!!

    10. #9
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      Re: Sky constantly disconnecting and slow

      Quote Originally Posted by evokazz View Post
      Does anyone know a sure fire way to bypass, or get Tier 1 to pass you over to someone with some knowledge on how to do these things at Sky? Not being racist, but the call centre is ridiculous at best, the people don't understand what I am saying, and when the penny does finally drop, they don't know how to fix it, and have me running in circles round the house when I know it is a waste of time!!!!!!!
      Most straight-forward way of getting past tier 1:

      Go through all the questions they ask and just answer them. This will amount to something along the lines of changing filters, checking physical set-up, checking for pstn noise, checking for extension cables and splitters and then finally checking the test socket. From there, you'll be passed to CST. Of course, you could just say you've done all those things to get passed through.

      Another way:

      Ask the tier 1 agent that you're a gamer and would like your max delays reduced due to high ping times. 50/50 you may get someone who doesn't know what max delays are, but just be polite to the agent and suggest that it needs raised to customer solutions and could they create a ticket for high ping times. If they still don't have a clue and/or are being a moron, then specifically tell them to open a ticket for up front checks > high ping times...

      It may depend who you get through to, which is the most annoying part, but you'll eventually get through to someone higher up. I would say, though, most people think that all cst are a wealth of knowledge but there are still good and bad cst agents out there.

    11. #10
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      Re: Sky constantly disconnecting and slow

      I'm having the same problems for about the last 10 days, constantly disconnecting and low download speeds. My stats are below (hope these are right sorry new to the forum)

      Can any one help??

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 300 268 0 1168 1250 00:01:34
      LAN 100M/Full 161879 138943 0 4196 1506 06:54:56
      WLAN 11M/54M 57905 31577 0 2538 74 06:54:44
      ADSL Link Downstream Upstream
      Connection Speed 2973 kbps 412 kbps
      Line Attenuation 50 db 39 db
      Noise Margin 9 db 11 db

     

     
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