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    View Poll Results: How many replacement routers have you had?

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      5 41.67%
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      3 25.00%
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    6 Engineers & Router Still Drops!

    This is a discussion on 6 Engineers & Router Still Drops! within the Sky Broadband help forums, part of the Sky Broadband help and support category; I'd like to share my misery of dealing with Sky for the last 10 weeks (and 2-3 years), I'll try ...

    1. #1
      Jodda's Avatar
      Jodda is offline Sky User Member
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      Broadband ISP: Sky Broadband Unlimited
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      Exclamation 6 Engineers & Router Still Drops!

      I'd like to share my misery of dealing with Sky for the last 10 weeks (and 2-3 years), I'll try to keep to the point and stay away from tangents.

      It first started around 2.5 years ago with the router dropping the connection every 5-15 mins, support says my pc is sending unsolicited emails (1000's) and they have limited my account - wait for me to ring them instead of letting me know... thanks. After numerous scans with updated definitions (surprise, surprise) nothing is found (i'm a qualified computer technician & web developer for 11 years) & by the way i only use Windows Live Mail plus I've blocked port 25 (SMTP). Demanding i format my pc and after lifting the limit on my account and all the checks completed by tier 2 support they still cannot fix the router dropping the connection, Sky sends a new router which fixes the problem.

      This happened another 3 times around 8 months apart! the last time they sent out a Sagem instead of the previous 3 Netgears, and yes after of a solid connection period it's started doing the same thing (now living at a different address for over a year).

      Calling support this time they decide not to send a new router and decide to check out the exchange, lines and run some checks.

      Cut the long story short of BT Broadband engineers going to the exchange instead of the house, staying in the house on weekend waiting for engineers not to turn up and even engineers calling the house and say they've been troubleshooting the wrong address!! Not counting those mishaps I've had 5 BT engineers to the exchange and 1 BT Broadband engineer to the house (changed faceplate on master socket and dropped 900 errors down to 5). Yep i still have the problem just not as often (7-15 times a day).

      Our network administrator at work advised if when the router drops the internet connection you cannot connect to the router via wireless (192.168.0.1), the router is crashing. The wireless device (laptop/notebook) should still be able to access the routers control panel even if there's no internet connection.

      I installed a Syslog server on my pc (has ip address reservations = Advanced > Lan IP Setup) and set the Syslog IP Address to my pc (Security > Logs). I could see that when the router dropped the connection files were missing when the router was re-connecting? which led me to believe that Sky's custom software is buggy.

      I can't say how many times i phoned Sky (literally lost count), i've been told that it was because of cookies & it depends what operating system i'm using! i mean please...

      I called today for the second to last time, if they don't send a new router i'm cancelling. A new router is on the way, i say second to last because if i have to call them again it will be to cancel.


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    3. #2
      dholdi's Avatar
      dholdi is offline Sky User Beta tester
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      Re: 6 Engineers & Router Still Drops!

      I voted 3 but thinking about it I've only got 3 so it must have been 2 - sorry.
      Saying that theres nothing wrong with any of them - at the time it must have been policy just to send a new one if there was a problem.


    4. #3
      User05's Avatar
      User05 is offline Sky User Member
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      Re: 6 Engineers & Router Still Drops!

      Firstly, post up your stats because you're probably on Sky Connect from the looks of things on the speed test:

      How to get your router statistics

    5. #4
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
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      Re: 6 Engineers & Router Still Drops!

      Also, you could buy a 3rd party router and see if that holds up. Would prove your theory on the Sky firmware...
      -------------------------------------------



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

    6. #5
      Jodda's Avatar
      Jodda is offline Sky User Member
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      Re: 6 Engineers & Router Still Drops!

      Logged into Sky website it's definitely Sky Broadband Unlimited.

      Code:
      ADSL Link                  Downstream    Upstream
      Connection Speed	   8096 kbps     416 kbps
      Line Attenuation	   37.0 db       21.5 db
      Noise Margin	           7.0 db        28.0 db
      It's against sky policy to use none Sky routers, i'd never use another router to see if it works perfectly for 3 months.

    7. #6
      User05's Avatar
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      Re: 6 Engineers & Router Still Drops!

      I stand corrected; you are indeed on Sky LLU.

      The use of third party routers are against the T&C, but Sky don't really care or enforce it.

      Perhaps a silly question, but have you been switching over for the new PSUs that have been sent with the routers?

    8. #7
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
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      Re: 6 Engineers & Router Still Drops!

      Yes it is against Sky's T&Cs to use a non-Sky router, but they don't actually tend to cut people off for it.

      A lot of members, including myself, are using routers from other suppliers.

      An advantage of having your own router is that should you change your ISP, you don't need to change all the WiFi settings on anything that you use. The only change would be the sign-on details that your new ISP will provide.

      However, enough of that, I'll let someone else help you to diagnose the issues you have with your connection.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    9. #8
      Jodda's Avatar
      Jodda is offline Sky User Member
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      Re: 6 Engineers & Router Still Drops!

      the key is my last 5 words and would have to disagree with User5's 2nd line.

      Yeh psu + microfilter.

    10. #9
      User05's Avatar
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      Re: 6 Engineers & Router Still Drops!

      Ok, you know best. You got me.

    11. #10
      Jodda's Avatar
      Jodda is offline Sky User Member
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      Re: 6 Engineers & Router Still Drops!

      Quote Originally Posted by User05
      you're probably on Sky Connect from the looks of things
      Quote Originally Posted by User05
      have you been switching over for the new PSU
      Quote Originally Posted by User05
      Ok, you know best. You got me.
      Cheers for your input and yes it's plugged in and switched on... do you work for level 2 support by any chance lmao

     

     
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