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    Sky Broadband drops out several times every day

    This is a discussion on Sky Broadband drops out several times every day within the Sky Broadband help forums, part of the Sky Broadband help and support category; And any noise/issues on the landline? If you have another filter, swap for a different one and re-post the stats ...

    1. #21
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      re: Sky Broadband drops out several times every day

      And any noise/issues on the landline?

      If you have another filter, swap for a different one and re-post the stats again.


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    3. #22
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      re: Sky Broadband drops out several times every day

      Phone has been crackly at times. Worse since we have had Sky. Would have mentioned this before but dont use the landline much myself, my wife just mentioned it.

    4. #23
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      re: Sky Broadband drops out several times every day

      Ok, well before raising a fault to Sky, you'll need to find out whether this is ADSL or PSTN related. Unplug all the equipment from the test socket and connect just your handset directly into the test socket without any filters, bb equipment etc. Just literally the handset itself and then call to 17070 option 2 for a quiet line test. Report back whether you can hear any noise at all and what kind of noise it is.

    5. #24
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      re: Sky Broadband drops out several times every day

      Tried phoning that number but it is permanently engaged. Is there another or is it just a very busy line?

    6. #25
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      re: Sky Broadband drops out several times every day

      That's strange - honestly the first time I've heard 17070 returning an engaged tone, myself. Even if you're on Sky's fully unbundled network (SVBN), then calling 17070 will work. All I could advise is the very generic unplug the phone from the socket and power supply for 10 seconds, plug back in and then try calling to 17070 again. If it's engaged again, then alternatively just pick up the landline and push a number to kill the dial tone and listen for any noise like whistling/crackling/popping etc.

    7. #26
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      re: Sky Broadband drops out several times every day

      Still cannt get anything but an engaged tone. Tried the second method and the noise is a constant crackling, like rice krispies but quieter.

    8. #27
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      re: Sky Broadband drops out several times every day

      Righto, you'll need to report this as a fault to your line rental provider. Sky - 08442410515, BT faults dept - 0800800151. The crackling is most likely the culprit for your bb issues, so you'd need to focus on getting this resolved and your bb will follow suit.

      If they can't pick up any fault by testing the line (typical for line quality faults), then they'll likely prompt you to try another handset to confirm that the handset is fine. Reason being is that Openreach will charge 99.88 for call-out and 64.63 for every hour of work if they trace the fault to your equipment.

      Granted, if your bb sync is dropping, then it's unlikely to be the handset, but it's not an impossibility so I'd suggest trying another handset direct at the test socket or at least trying your handset at a neighbour's/friends and double checking it's clear at a different premises i.e. handset is fine.

      Once you've done that, call your line rental provider and report that your line is crackling and bb sync dropping. They'll log it to Openreach and you're looking for some kind of update in ~48 hours.

    9. #28
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      re: Sky Broadband drops out several times every day

      Thanks they are/have tested the line but waiting for them to get back to me with the results. Tried another handset and that crackled too.

    10. #29
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      re: Sky Broadband drops out several times every day

      Testing takes literally about 1-2 minutes, so I have no idea why the person you got through to couldn't tell you the results there and then and log it off to Openreach. I'd personally call back and talk to someone who knows what they're doing.

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    12. #30
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      re: Sky Broadband drops out several times every day

      To bring this story to its conclusion .... well hopefully.

      I phoned Sky back up and got a very helpful chap who had me test and check a lot more things locally then he tested my line. His search flagged up a possible fault at the exchange and requested an engineer visit.

      An engineer from Openreach got to the site today. Initially he couldn't find anything at the exchange but then found a damaged cable between the exchange and our closest junction box. This got changed and then everything tested OK, so hopefully that will be that.

      Many thanks for the help in getting me to this fix far quicker than I could have got there myself.

     

     
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