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    Is there anything else I can do after a dramatic slowdown?

    This is a discussion on Is there anything else I can do after a dramatic slowdown? within the Sky Broadband help forums, part of the Sky Broadband help and support category; When moving house in October 2009, I moved Sky Broadband (Max package) to my new address. At the time, I ...

    1. #1
      mnemonic's Avatar
      mnemonic is offline Sky User Member
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      Is there anything else I can do after a dramatic slowdown?

      When moving house in October 2009, I moved Sky Broadband (Max package) to my new address. At the time, I was connecting at around 5500kbps and getting download speeds of around 550Mb/s. After going away for a week in February, I switched off the router. When returning, I found that my connection speed had dropped right down to around 2300kbps.

      After spending countless hours on the phone to support trying all the usual things (ensuring that only the master socket is in use, replacing the microfilter, plugging into the test socket etc.), they've now told me that I shouldn't be able to get more than 3000kbps and that there is no evidence that I ever received the speeds I claimed to receive. Unfortunately, I never thought to take photos of my laptop next to the street sign and a newspaper to prove this, so I can't provide anything ;o)

      I've also tried emailing Sky's support, but get the same responses about not being able to lift the connection speed any higher.

      I realise that Milton Keynes is famous for its long cable distances and its dodgy aluminium cabling and that I'm a long way from the exchange (the distance from exchange to my master socket was estimated by Sky to be 3.8km). As I'm on a brand new estate, I'm hoping that they didn't continue with this aluminium cabling trend...

      From NetGear DG834GT:
      ADSL Link Downstream Upstream
      Connection Speed 2304 kbps 768 kbps
      Line Attenuation 49.0 db 31.0 db
      Noise Margin 7.3 db 13.0 db

      I am on SkyTalk, but I have no idea whether or not I'm on SVBN.

      I do know people in adjacent streets that have found that their broadband speeds have plummeted recently and have told Sky this, but it didn't help. Unfortuantely (or fortunately), they have different ISPs and they are investigating their issues.

      If all I should get is 2304kbps, that's fine. But, why would it suddenly drop by 3kbps almost overnight? And, is there anything else I can do, like trying BT?

      Thanks.


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    3. #2
      Smithy99's Avatar
      Smithy99 is offline Sky User Member
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      Re: Is there anything else I can do after a dramatic slowdown?

      Ok, you should get more with your attenuation but you seem to have interference from somewhere.

      Can you please post your stats again from the TEST socket, this will indicate if the noise is from your internal wiring or elsewhere.

    4. #3
      mnemonic's Avatar
      mnemonic is offline Sky User Member
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      Re: Is there anything else I can do after a dramatic slowdown?

      Thanks smithy99.

      I've now switched to the test socket and rebooted the router and the connection speed has increased a little, but it's still well below where it was a few weeks ago:

      ADSL Link Downstream Upstream
      Connection Speed 2624 kbps 768 kbps
      Line Attenuation 49.0 db 30.5 db
      Noise Margin 6.9 db 14.0 db

    5. #4
      Smithy99's Avatar
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      Re: Is there anything else I can do after a dramatic slowdown?

      Plug a phone into the test socket and press one number then listen, you should only hear a faint hiss, no pops crackles etc, if you do then you have a line fault and need to report it to the company you pay your line rental too, if this is BT then just report the noise, do not mention your broadband as this will cause confusion and delays.

      Can you check that any other sockets are dead when you have removed the front of the master socket to access the TEST socket, they should be.

    6. #5
      mnemonic's Avatar
      mnemonic is offline Sky User Member
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      Re: Is there anything else I can do after a dramatic slowdown?

      Plugged the phone straight into the test socket, but didn't notice any significant pops or crackles.

      Yes, the other sockets go dead when I use the test socket.

      What could have happened between the exchange and my master socket for this to happen?

      Thanks.

    7. #6
      Smithy99's Avatar
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      Re: Is there anything else I can do after a dramatic slowdown?

      With a good line, you should get 6-7mb with your attenuation.

      Anything could have happened, like everything, age can cause issues, water can get into cables, connections and joints crack etc. The problem you will have is to convince anyone that there is a problem because it is not presenting itself with a clear symptom (noise etc).

      If you get the router stats up on your screen and then ring into your house phone (from a mobile), do the stats alter, does the noise margin go higher or lower???


      Who do you pay your line rental too?

    8. #7
      mnemonic's Avatar
      mnemonic is offline Sky User Member
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      Re: Is there anything else I can do after a dramatic slowdown?

      No, calling the house phone doesn't make any difference to the stats at all.

      I pay BT for the line rental.

      I've not managed to convince anyone from Sky there is a problem yet!

    9. #8
      Smithy99's Avatar
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      Re: Is there anything else I can do after a dramatic slowdown?

      Well as the problem seems to be with your external line, it is actually BT you need to convince, you could do with getting the tie pair changed (the two cables that connect to your house).

      You need to report it as a voice problem with BT, tell them it is intermittent and seems to happen more when it is wet or damp out, hopefully they will send an engineer to investigate (you can always tell him you have also noticed a sharp drop in youe BB speed when he arrives).

      Be warned, this is not 100% without it's risks, there is always a chance that BT may want to charge you for the call if they find nothing is wrong, you can always argue this and chances are they will back down but be warned.

    10. #9
      mnemonic's Avatar
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      Re: Is there anything else I can do after a dramatic slowdown?

      Excellent, thanks for your help. I'll give it a go and see what BT can do.

     

     

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