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    Sky broadband repeatedly disconnecting

    This is a discussion on Sky broadband repeatedly disconnecting within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello, for maybe 2 months or so my broadband connection has been dropping out several times a day. It recently ...

    1. #1
      skyguy1's Avatar
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      Sky broadband repeatedly disconnecting

      Hello, for maybe 2 months or so my broadband connection has been dropping out several times a day. It recently got a lot more frequent so I have been phoning Sky, long story short a BT Openreach engineer came round yesterday and found a problem with the wiring in the distritbution box leading to our phone socket. He replaced that and speed increased from 5mbit up to 13 or so. No disconnections yesterday, just fast smooth broadband.

      Unfortunately today it's as if nothing has been fixed. After calling Sky again and running line tests, using the test socket (no change) their suggestion is it may be the telephone causing the fault, apparently there is some background noise (I never use other landlines so I would not notice if it was excessively noisy). I'm trying to get hold of a wired phone to test if that is the problem, if not they suggest they send me a new router to see if that is the problem, although it will cost me 30 if it works (the old one is out of warranty).

      I'm a little nonplussed as to how it can revert back to not working overnight after being fixed to dramatically yesterday. Does anyone have any tips on fixing this sort of problem, or what might be causing the issues? Thanks in advance.


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    3. #2
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      Re: Sky broadband repeatedly disconnecting

      Unplug the dsl cable going to the router and check if the noise disappears, or whether it's still present.

    4. #3
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      Re: Sky broadband repeatedly disconnecting

      Can you post your stats? First with the phone plugged in, then unplug it and take them again. If the phone is causing a problem it should show in the noise margin. If it is it is more likely to be the filter that is not doing its job rather than a duff phone.

      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.





    5. #4
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      Re: Sky broadband repeatedly disconnecting

      I unplugged the dsl cable, no change in phone noise.

      Here are the stats from my router status page:

      Sagem F@ST 2504 [Sky Firmware]

      ADSL Link Downstream Upstream
      Connection Speed 8890 kbps 745 kbps
      Line Attenuation 29.0 db 8.9 db
      Noise Margin 15.9 db 7.2 db

      Here are the stats with the phone unplugged from the filter:

      ADSL Link Downstream Upstream
      Connection Speed 8890 kbps 745 kbps
      Line Attenuation 29.0 db 8.9 db
      Noise Margin 16.1 db 7.2 db

      Fwiw the connection has been stable for a few hours now, I will try to record the stats if/when it gets intermittent again. Is it possible the fault is with the router?

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      Re: Sky broadband repeatedly disconnecting

      Could be, but if you're getting noise with the router out of the equation, then it's doubtful.

      Plug your handset directly into the test socket and confirm whether there is still noise from there with no other equipment, such as filters, connected.

    7. #6
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      Re: Sky broadband repeatedly disconnecting

      Little or no difference. You are quite heavily capped, 13-14 Mb should be quite feasible. Call Sky and ask them to reconfigure your connection as it is set too low.

      There is another member with a problem similar to yours, so you might want to download and run Routerstats Lite to see how your noise margin is behaving. - Internet Software

      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.





    8. #7
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      Re: Sky broadband repeatedly disconnecting

      Still get the noise when the phone is plugged directly into master or test socket, no filter. I'm running router stats lite at the moment, the noise margin was at 16 for a few mins, hovering between 12-16 for the last 2 minutes. How should I interpret this?

      Connection has been stable for the last 7 hours now, still only at 8.9Mb tho. Btw thanks for your help guys!

    9. #8
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      Re: Sky broadband repeatedly disconnecting

      If you noise margin is staying consistently high, I would call Sky and ask them to lift the cap on your connection. What you can try is using a double filter, plug one filter into the socket and plug the router into it, plug a second filter into the first and plug the phone into that. That should help if the phone is causing the problem.

      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.





    10. #9
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      Re: Sky broadband repeatedly disconnecting

      There are times when an uncapped lines still show a high SNR as something else on the line is capping it (noise, etc.)

      The other option is that after being reconfigured it then had an 'auto regrade' and was capped again
      -------------------------------------------



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

    11. #10
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      Re: Sky broadband repeatedly disconnecting

      So last night the speed was around 8.9mb, noise margin at 16db. Today the speed has increased, although I've still had periods of disconnecting:



      noise margin has dropped to 7db now as well



      ADSL Link Downstream Upstream
      Connection Speed 14898 kbps 1142 kbps
      Line Attenuation 26.0 db 9.0 db
      Noise Margin 6.8 db 8.1 db

      So I guess there's no need to ask Sky to lift the cap? I'm currently using two filters in the test socket, disconnections continued for around 30 mins. Fortunately the connection has been stable for around 30 minutes, at least for now. Weird.

      edit: just dropped out a couple of times according to routerstats. sigh.

     

     
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