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    Wanting to cancel - Unacceptable speeds

    This is a discussion on Wanting to cancel - Unacceptable speeds within the Sky Broadband help forums, part of the Sky Broadband help and support category; Here's the situation, around two months ago we had Sky Broadband installed, the sky walker who we ordered from ensured ...

    1. #1
      Meadsy's Avatar
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      Wanting to cancel - Unacceptable speeds

      Here's the situation, around two months ago we had Sky Broadband installed, the sky walker who we ordered from ensured us that we would get reasonable download speeds and arranged for us to have a new BT line fitted. My sisters lives 10 minutes across the road and get speeds of around 350kbps with Sky, I get 0.30kbps. I contacted Sky within the 8 day period and they said that it takes around 10 days for the speeds to become stable, so I gave them the benefit of the doubt thinking that they couldn't possibly try to give people those speeds permanently.

      Two months later and the speeds are exactly the same, it's barely quick enough to browse the net, I am unable to play youtube videos or take part in online gaming. The worst part is, Sky moved us up to unlimited broadband due to over usage. So I am now paying for Unlimited broadband, when I can't download anything!

      I understand that I am under contract, but surely there is a term in the contact that states the speeds must be reasonable? 0.30kbs is certainly not reasonable and it makes the internet practically unusable. Can anyone offer some information on this, it would be much appreciated.



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    3. #2
      User05's Avatar
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      Re: Wanting to cancel - Unacceptable speeds

      We need to see stats to advise:

      How to get your router statistics

    4. #3
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      Re: Wanting to cancel - Unacceptable speeds

      ADSL Link Downstream Upstream
      Connection Speed 384 kbps 442 kbps
      Line Attenuation 69.0db 42.3db
      Noise Margin 7.4db 10.0db

    5. #4
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      Re: Wanting to cancel - Unacceptable speeds

      Not great looking stats. You're on a long line, so you'll never get great speeds, but you should expect more than that.

      The router that you have - is it a d-link? (Check the sticker on the side of the router)
      How many telephone sockets do you use?
      Does every telephone socket in use have a microfilter connected directly into the socket, with nothing before the filter?
      Is the router plugged into the master socket or an extension socket?
      Is the router running off an extension cable?
      Do you have Sky tv connected to any telephone socket(s)?
      Do you have a test socket?

    6. #5
      Meadsy's Avatar
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      Re: Wanting to cancel - Unacceptable speeds

      Quote Originally Posted by User05 View Post
      Not great looking stats. You're on a long line, so you'll never get great speeds, but you should expect more than that.

      The router that you have - is it a d-link? (Check the sticker on the side of the router)
      How many telephone sockets do you use?
      Does every telephone socket in use have a microfilter connected directly into the socket, with nothing before the filter?
      Is the router plugged into the master socket or an extension socket?
      Is the router running off an extension cable?
      Do you have Sky tv connected to any telephone socket(s)?
      Do you have a test socket?
      1. I'm sure it is a D-link yes, I'll confirm when I get home.
      2. I have two telephone sockets that are in use
      3. Only the master socket that the router is connected to has a micro filter, the other phone socket hasn't been touched.
      4. Master
      5. I'm not sure what an extension cable is, it's plugged directly into the filter.
      6. Sky TV isn't connected to a telephone line.
      7. We dont have a test socket.

      I'd be over the moon with 300kbps, that would be fine, I understood I'd never get 1mb plus. Like I said, that's what my sister gets and she lives five minutes away.

    7. #6
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      Re: Wanting to cancel - Unacceptable speeds

      If it is indeed a d-link, post up your full stats by downloading the program in the following link:

      Mel's Notes: Sky D-Link DSL-2640S Router Password Extractor.

      Also, when you get home, confirm if your master socket looks like the following:



      If so, unscrew the faceplate (like in the picture) and plug the filter directly into the test socket with just the short grey dsl cable to the router. Re-take the stats from there and post them up. Also, do you have any audible noise on the landline e.g. crackles/whistles/pops/static?

    8. #7
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      Re: Wanting to cancel - Unacceptable speeds

      The main socket doesn't have a test socket, I took the faceplate off and there is a bit of wiring with just the one socket that filter is currently plugged in to. There is no noticeable interference on the phone line either.

      Full stats:

      xdslctl: ADSL driver and PHY status
      Status: Showtime
      Retrain Reason: 0
      Max: Upstream rate = 544 Kbps, Downstream rate = 576 Kbps
      Path: 0, Upstream rate = 442 Kbps, Downstream rate = 384 Kbps

      Link Power State: L0
      Mode: ADSL2
      TPS-TC: ATM Mode
      Trellis: U:ON /D:ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 7.4 10.0
      Attn(dB): 69.0 42.3
      Pwr(dBm): 0.0 12.2
      ADSL2 framing
      MSGc: 59 70
      B: 12 13
      M: 2 8
      T: 1 1
      R: 10 16
      S: 2.0000 7.5294
      L: 144 136
      D: 16 4
      Counters
      SF: 55201143 439787
      SFErr: 27 957
      RS: 1794037084 3890002
      RSCorr: 58406 250409003
      RSUnCorr: 204 0

      HEC: 60 140
      OCD: 1 0
      LCD: 1 0
      Total Cells: 812394085 935080455
      Data Cells: 73586360 12032789
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 14 79
      SES: 0 0
      UAS: 11 11
      AS: 897057

      INP: 4.44 1.88
      PER: 16.25 17.88
      delay: 8.00 7.52
      OR: 32.00 34.00

      Bitswap: 43420 10019

      Total time = 1 days 9 hours 11 min 13 sec
      FEC: 58406 250409003
      CRC: 27 957
      ES: 14 79
      SES: 0 0
      UAS: 11 11
      LOS: 0 0
      LOF: 0 0
      Latest 15 minutes time = 11 min 13 sec
      FEC: 55 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      Previous 15 minutes time = 15 min 0 sec
      FEC: 19 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      Latest 1 day time = 9 hours 11 min 13 sec
      FEC: 1269 1085016
      CRC: 0 9
      ES: 0 6
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      Previous 1 day time = 24 hours 0 sec
      FEC: 2803 33310833
      CRC: 2 0
      ES: 1 0
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      Since Link time = 10 days 9 hours 10 min 55 sec
      FEC: 58406 250409003
      CRC: 27 957
      ES: 14 79
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      xdslctl: ADSL driver and PHY status
      Status: Showtime
      Retrain Reason: 0
      Max: Upstream rate = 544 Kbps, Downstream rate = 576 Kbps
      Path: 0, Upstream rate = 442 Kbps, Downstream rate = 384 Kbps

      ChipSet Vendor Id: GSPN:0x0010
      ChipSet VersionNumber: 0x0010
      ChipSet SerialNumber:

    9. #8
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      Re: Wanting to cancel - Unacceptable speeds

      Quote Originally Posted by Meadsy View Post
      Mode: ADSL2
      You might do slightly better on g.dmt rather than adsl2+, you can test that using my program by selecting advanced on the options menu and select the "xdslctl configure --mod d --snr 100" command in the drop down box and click execute then allow the router a while to resync and reconnect and post the new stats.

    10. #9
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      Re: Wanting to cancel - Unacceptable speeds

      I used the above program to change to the setting you said, the speed is pretty much the same but showing up a tad higher on a speed test and the connection has dropped twice in the last 10 minutes since changing.



      New stats:

      ADSL Stats
      ==========

      xdslctl: ADSL driver and PHY status
      Status: Showtime
      Retrain Reason: 0
      Max: Upstream rate = 832 Kbps, Downstream rate = 544 Kbps
      Channel: INTR, Upstream rate = 608 Kbps, Downstream rate = 384 Kbps

      Link Power State: L0
      Mode: G.DMT
      TPS-TC: ATM Mode
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 6.9 10.0
      Attn(dB): 63.5 31.5
      Pwr(dBm): 14.3 12.5
      G.dmt framing
      K: 13(0) 20
      R: 16 16
      S: 8 8
      D: 4 4
      Counters
      SF: 63483 63479
      SFErr: 0 0
      RS: 539602 539571
      RSCorr: 506 16
      RSUnCorr: 0 0

      HEC: 0 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 977415 0
      Data Cells: 721155 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 0 0
      SES: 0 0
      UAS: 17 17
      AS: 1080

      INP: 2.13 1.45
      PER: 1.75 1.75
      delay: 8.00 8.00
      OR: 32.00 32.00

      Bitswap: 286 0

      Total time = 18 min 25 sec
      FEC: 506 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 17 17
      LOS: 0 0
      LOF: 0 0
      Latest 15 minutes time = 3 min 25 sec
      FEC: 109 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      Previous 15 minutes time = 15 min 0 sec
      FEC: 397 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 17 17
      LOS: 0 0
      LOF: 0 0
      Latest 1 day time = 18 min 25 sec
      FEC: 506 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 17 17
      LOS: 0 0
      LOF: 0 0
      Previous 1 day time = 0 sec
      FEC: 0 0
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      Since Link time = 17 min 59 sec
      FEC: 506 16
      CRC: 0 0
      ES: 0 0
      SES: 0 0
      UAS: 0 0
      LOS: 0 0
      LOF: 0 0
      xdslctl: ADSL driver and PHY status
      Status: Showtime
      Retrain Reason: 0
      Max: Upstream rate = 832 Kbps, Downstream rate = 544 Kbps
      Channel: INTR, Upstream rate = 608 Kbps, Downstream rate = 384 Kbps

      ChipSet Vendor Id: GSPN:0x0008
      ChipSet VersionNumber: 0x0008
      ChipSet SerialNumber:

    11. #10
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      Re: Wanting to cancel - Unacceptable speeds

      Your line is long and unless BT build a new exchange close to you then there is no way of getting a decent speed from your line. You need to either wait for BT to lay fibre to you and go for Infinity or move to cable. ADSL will not give you a good speed with your current stats.
      Is your sister 5 minutes away by car or by foot and can you get stats from her router?

     

     
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