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    disconnections, crackly lines and bad speeds..

    This is a discussion on disconnections, crackly lines and bad speeds.. within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hey skyuser forum, I have been on this forum like mad and when my internet permits, hoping to find a ...

    1. #1
      TazzFM's Avatar
      TazzFM is offline Sky User Member
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      disconnections, crackly lines and bad speeds..

      Hey skyuser forum,

      I have been on this forum like mad and when my internet permits, hoping to find a resolution to my issue, only to find somebody else with a similar problem occuring in the same 24 hours or less.

      my internet and phone started playing up on saturday morning. the crackling phone line, was the issue I noticed first, to be honest at points I loose dial tone completely.

      as for my broadband unlimited, its been great until saturday and been with them since around september, as I only live around 0.5 miles away from the exchange, I was getting a cracking 17mb, with just over 1MB upload speed and about 67ms ping.

      since saturday I am getting just over 1mb download and less than 500kb upload. ping is well over 200ms. and the internet just wont stop disconnecting, I must add that I noticed my router had upgraded to 2.8 sky from 1.9 on saturday.

      I have rang sky twice, and was led through changing filters, rebooting the router, trying the test socket.

      the man I spoke to told me that it seems my internet has dropped drastically and then told me at the end of the call my internet looks fine now and is connected at 14mb, he didnt realise I was at my computer on the router page at the time, and the router was actually connected at 1.4mb or 1400kb.

      Some points:

      My connection has reduced by around 17x its original figure (17mb)
      I am struggling keeping a constant connection (could create a dlm problem??)
      I am getting a very noisy line
      It is still noisy when the router is not plugged in

      and here is the Sky Pinger Tool Stats

      ADSL Link Downstream Upstream
      Connection Speed 960 kbps 128 kbps
      Line Attenuation 51.0 db 31.5 db
      Noise Margin 7.4 db 7.0 db


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    3. #2
      User05's Avatar
      User05 is offline Sky User Member
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      Re: disconnections, crackly lines and bad speeds..

      As the line is noisy without the router plugged in, this is a PSTN fault. Quickest way to pinpoint a noisy line issue:

      - Unplug all the equipment connected to your telephone socket(s). This includes filters, router, splitters, sky tv etc.
      - Plug a handset direct into the test socket, with no other equipment whatsoever.

      If there is still noise, then you're looking at a possible line issue. The way that you can be sure it is a line issue is by trying another phone (doubt it's the phone, though). If you can confirm that the noise is still there at the test socket with a known 'non-noisy' phone, then you need to call Sky to have a fault logged to Openreach. It will be either a LL4 (line active in the last 28 days) or LL12 (line active over 28 days).

    4. #3
      TazzFM's Avatar
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      Re: disconnections, crackly lines and bad speeds..

      ok I am going to get a phone from tesco later tonight, they can be bought for a matter of pounds and give this a go.

      could I ask what the difference is between a splitter and a filter, I do not have sky tv, just broadband unlimited and freetalk, they both go into a the filter supplied with the router.

    5. #4
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      Re: disconnections, crackly lines and bad speeds..

      The filter is just the little white box device with 'adsl, phone and modem' imprinted on it. The splitter, which is a little two-way blank white box, is for connecting Sky tv to the phone socket, which the Sky TV engineer may have fitted.

    6. #5
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      Re: disconnections, crackly lines and bad speeds..

      ADSL can work over one wire, a phone can not. No dial tone usually=one wire off/bad connection. Once the phone has been ruled out and any internal wiring it's BT/Openreaches problem to fix.
      run-IT-direct, For all your networking, ADSL & telecom requirements.

    7. #6
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      Re: disconnections, crackly lines and bad speeds..

      taz i have had exactly the same issues over about the same time period
      everything fine then, terrible phone line, intermittent connection. have bought a new phone.
      nothing changed. have got dail tone back but internett is dropping all day
      so you are not alone!
      a very unhappy sky customer.
      ive been unable to ring sky as the phone line was non operational for along time
      where are you?

    8. #7
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      Re: disconnections, crackly lines and bad speeds..

      I am in northwest england, cumbria, aint getting much assistance through email. sky customer services are just asking me questions like is your router power light showing green.

      intelligent questions indeed am afraid.

    9. #8
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      Re: disconnections, crackly lines and bad speeds..

      ok I recieved a email stating they have reconfigured my line, and to keep an eye on it for the next 72 hours. I tried a phone and the crackling was still there, so it looks like I will have to try ringing them, although I am still loosing dial tone at times.

      disconnections have reduced, although speed hasn't improved at all. still no where near my usual 13-17mb

      what is also strange is that my line attenuation seems like it is still far too high, as the adsl2 checker reports only 6 to 7mb, when I know that I have previously achieved double that for around 3 months, as an example I have downloaded files at 1600kb/s.

      System Up Time: 123:20:54
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 205860 331614 0 1720 129000 9:33:38
      LAN 2139727 1328211 0 0 222 123:20:54
      WLAN 1959169 1582993 0 130725 3437 32:01:52
      ADSL Link Downstream Upstream
      Connection Speed 1144 kbps 161 kbps
      Line Attenuation 50.0 db 44.1 db
      Noise Margin 5.2 db 7.2 db


      ::UPDATE::

      Just checked my sky, they did a line test on the 9th of this month.

      Your connection has been set to a download speed of up to
      4.0Mb (4096Kb)
      Upload Speed

      Your connection has been set to an upload speed of up to
      0.5Mb (512Kb)


      Hmm thats nice..

      Speed Estimate

      When you purchased Sky Broadband, we estimated that the maximum download speed for your line was: 10-20Mb


      Yeah your right there, it should be at least 15mb.

      I would greatly appreicate some help in how to resolve this, and what to email Sky in terms of getting my connection back to what it was, and sorting the crackling phone out!.
      Last edited by TazzFM; 13-12-10 at 12:33 AM.

    10. #9
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      Re: disconnections, crackly lines and bad speeds..

      Your speed is currently about right for your current attenuation. Unless the speed improves in the test socket Sky will have to get an engineer involved as you've either got a terrible line OR BT have moved you to a different exchange (which Sky can't do anything about)
      -------------------------------------------



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

    11. #10
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      Re: disconnections, crackly lines and bad speeds..

      I would say there is a fault on your line and until this is sorted out, you will get nowhere with your broadband speed. With an attenuation of 50dbs, you have no chance of getting anywhere near 13 Mb, never mind 17. A fault on the line can cause a rise in attenuation, it looks like it has almost doubled yours. Concentrate on getting your crackling line fixed and the broadband speed will follow..

      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.





     

     
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