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    Its been superb but tonight its awful

    This is a discussion on Its been superb but tonight its awful within the Sky Broadband help forums, part of the Sky Broadband help and support category; Well I was thinking I could test the line from my house to the exchange in an attempt to eliminate ...

    1. #21
      crouchie1981's Avatar
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      Re: Its been superb but tonight its awful

      Well I was thinking I could test the line from my house to the exchange in an attempt to eliminate another potential cause of the issue. Nevermind though, networks are not my forte so was under the impression there was some sort of physical server in there which would have an IP address.


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    3. #22
      IWasNotTheEnemy's Avatar
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      Re: Its been superb but tonight its awful

      No, the issue is from exchange to the main Easynet network as you still sync at the right speed to the exchange. I can't see Sky taking too much longer on this unless they really don't know what's going on yet...
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      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    4. #23
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      Re: Its been superb but tonight its awful

      That's good enough for me, it was getting more than a little frustrating last night but having read comments on here im much happier that I'll get a resolution at some point.

      Is it possible the guys in T2 wouldn't be aware of these wider issues though? Just that they've wasted a lot of time reconfiguring my connection.

    5. #24
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      Re: Its been superb but tonight its awful

      When I still worked for CST there was an issue with backhaul somewhere else in the country. We had tonnes of calls coming in but no one twigged it was the same area. Once I managed to point it out, find the tickets and go to FM (Fault Management) with it it was then tested, confirmed and fixed relatively quickly but without this forum we'd have been none the wiser. I'd like to think some of my former colleagues have the common sense to maybe look here and tie things up but who knows...
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      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    6. #25
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      Re: Its been superb but tonight its awful

      Well I sent them an email after reading all the comments on here asking if they were aware of a wider issue and mentioned the fact that a lot of people on skyuser have been saying the same. If enough people are doing that then hopefully the message will be relayed soon and they can concentrate on fixing the problem rather than looking in the wrong place.

      Having worked in an IT support team myself I know it's not always instantly obvious that an increase in calls can be attributed to one issue.

    7. #26
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      Re: Its been superb but tonight its awful

      The emails go to tier 1, if at all

      Which then get raised as a normal ticket and not linked to anything else. You need to phone, get to CST and make them aware or at least see if they are aware and making progress
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      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    8. #27
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      Re: Its been superb but tonight its awful

      Hmm... good point!

      I sent the email as a reply to one I'd received from T2 though and it had a reference in the subject line for my connection issue which has been escalated to T2. Hopefully that'll be enough to get it into the right hands, I'll be on the phone to them again soon anyway if I haven't had a response.

    9. #28
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      Re: Its been superb but tonight its awful

      Contacted sky tonight to register a broadband fault regarding this problem myself and lots of other local broadband users are having with slow speeds in the evening.I was on the phone for over 40 mins and they are still denying there is a known fault despite me telling them all the information on here and on the official sky broadband help forum. Anyway they tried a line test....Guess what the line was ok, we went through a load of tests and everything was fine... They have emailed someone else for me (cannot remember who she said it was ) and I am to expect a phone call tomorrow.....Just annoyed they never admitted there is a problem when we all know on here and on the other forum there is a problem in this area !!!!


      (NOT GOOD AT ALL)

      1 <1 ms <1 ms <1 ms myrouter.home [192.168.0.1]
      2 22 ms 22 ms 22 ms 5ad9a5be.bb.sky.com [90.217.165.190]
      3 253 ms 258 ms 264 ms 10.245.137.113
      4 297 ms 286 ms 277 ms te0-4-0-0.er11.thlon.ov.easynet.net [89.200.131.
      49]
      5 264 ms 261 ms 252 ms 212.58.238.189
      6 253 ms 253 ms 257 ms 212.58.238.129
      7 256 ms 250 ms 259 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]

      Trace complete.

    10. #29
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      Re: Its been superb but tonight its awful

      Line tests will pass as that's not the issue, it's a throughput issue and they need to be looking into that...
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    11. #30
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      Re: Its been superb but tonight its awful

      Quote Originally Posted by IWasNotTheEnemy View Post
      Line tests will pass as that's not the issue, it's a throughput issue and they need to be looking into that...
      I agree

      I told them these 5 things

      Broadband very slow between 7pm and 11pm,

      High pings and low throughput,

      My set up is the same as it always has been, nothing has changed,

      Only affected in the evenings and only recently started happening,

      Plenty of reports of the same problems in my area on this forum and sky's own forum.

      The lady was actually very nice and helpful but kept saying that this problem is not a known problem, but will email someone to ring me tomorrow (maybe you might know which dept she would of emailed for me)

     

     
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