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    Sky CTS telling the truth about DLM?

    This is a discussion on Sky CTS telling the truth about DLM? within the Sky Broadband help forums, part of the Sky Broadband help and support category; I find it hard to believe a internet browser's temporary files are often the cause of slow speeds and internet ...

    1. #21
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      Re: Sky CTS telling the truth about DLM?

      I find it hard to believe a internet browser's temporary files are often the cause of slow speeds and internet dropouts.

      What is the most common broadband related query when someone phone's up?

      Also what is the common sense of making someone clear their cookies etc. when their is an issue with the sync speed?


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    3. #22
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      Re: Sky CTS telling the truth about DLM?

      Most common query? Hard to say - no sync issues probably.

      Speed queries are where call-flow guides can go wrong - I gotta admit, my knowledge of the call-flow guide is slim now as it may be a lot different than when I was tier 1. As I recall:

      The question pops up asking what the customer's trained in speed is. Let's say it's 2048kbps. It'll ask whether this is more than the speed checker sky have (based on old bt database I believe) suggest the line can handle. Let's say that suggests the line can only handle 1.5mbps. Then the agent clicks 'yes' and it obviously leads through troubleshooting for a throughput issue - checking active connections via netstat etc.

    4. #23
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      Re: Sky CTS telling the truth about DLM?

      ok if a no sync is the most common cause, then it seems the flow guide needs changing to suit that

      no matter how many times you do it, clearing your browser temporary files is never going to fix a sync issue.

      but thanks for the insight, I assume if you click no then the flowguide moves away from the browser stuff then.

    5. #24
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      Re: Sky CTS telling the truth about DLM?

      there are flow guides for no sync (change filter, try master/test socket, etc)
      -------------------------------------------



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

    6. #25
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      Re: Sky CTS telling the truth about DLM?

      the first question the call flow guide asks you:

      power light off?
      test light flashing?
      internet light green?
      internet light amber?
      internet light off?
      intermittent connection?
      slow connection?

      i think there may be a few more options that ive missed

     

     
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