Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 7 123 ... LastLast
    Results 1 to 10 of 65

    service deteriorated drastically

    This is a discussion on service deteriorated drastically within the Sky Broadband help forums, part of the Sky Broadband help and support category; hi all. reported here last year the problems i was having with sky unlimited broadband service. after constant phone calls ...

    1. #1
      kevpc's Avatar
      kevpc is offline Sky User Member
      Exchange:
      Broadband ISP: Base
      Router: Sagem F@ST 2504
      Sky TV:
      Join Date
      Apr 2008
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      service deteriorated drastically

      hi all. reported here last year the problems i was having with sky unlimited broadband service. after constant phone calls and an email complaint, all seemed to be ok for several months. however, the problems have returned again.
      apparently, according to sky, there was a 'spike' down my line in the middle of February and i have been getting constant speed fluctuations ever since. have contacted sky on an almost daily basis and have had the line reset on numerous occasions. the reset brought my speed back to what was normal, for me anyway, at 16.4mps downstream and 1.1mps upstream. the speeds would last anywhere from 30mins to 3 days and would then drop down as far as 4.4mps downstream and 400kbps upstream. eventually had a BT engineer here who found problems on the line, caused by water. the repairs were carried out, he started the router up and i immediately had speeds of 16.7mps downstream and 1.1mps upstream. great, i thought! sorted! after approx 36hours, the reboots started again with the speed dropping to 14mps and 500kbps. i have been on the phone every day since then (4 days ago).
      sky keep trying to spin me B/S by saying that:-
      1) as it is copper cabling, it can only run at it's max speed for so long before dropping speed. trouble with that excuse is, it usually happens when the computer, not the router (never switch it off), is switched off, so no downloading/uploading taking place.
      2) even though sky has the dlm turned off, BT can still reduce the line speeds (use it's form of line management). thought BT were not allowed to touch sky customers connection or sky equipment?
      3) there are more customers using sky broadband at my exchange, so existing customers (like me) speed has been reduced.
      would welcome any comments from you guys as to what i am being told and perhaps what the problem may be.

      TIA
      Last edited by kevpc; 19-03-11 at 06:17 AM. Reason: correction


    2. Advertisement
    3. #2
      Smithy99's Avatar
      Smithy99 is offline Sky User Member
      Exchange: Irby
      Broadband ISP: Max
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Jun 2007
      Location
      Wirral
      Posts
      6,739
      Thanks
      0
      Thanked 57 Times in 57 Posts

      Re: service deteriorated drastically

      First, BT has no control over anything to do with Sky LLU connections.

      You should post your router stats and run routerstats lite over a period of a few days to keep a log and see if there are any certain times of the day that the problem is occuring.

      Sky are right that copper lines will obviously start to slow over time, everything ages but that does not sound like the problem here, especially if the sunc speed can be set back to the previous level.

    4. #3
      kevpc's Avatar
      kevpc is offline Sky User Member
      Exchange:
      Broadband ISP: Base
      Router: Sagem F@ST 2504
      Sky TV:
      Join Date
      Apr 2008
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: service deteriorated drastically

      tnx for response, Smithy99. you have confirmed what i was already sure of. i have screen dumps since this issue started but was told by one sky rep who phoned me that they wouldn't use them because i could have altered them, basically calling me a liar.. no idea what benefit that would be to me. had a bad night so was up at 1am. checked my status page in router (which had been set again by sky around 8pm last night to 15.3mps and 1100kbps) to find that speed was down to 14mps and 580kbps (dlm still off, so not that). just got off the phone to sky. they rest line again to 16400 and 1100. told me to ring back when the speed changes. told them no doubt it would be later today. i cant figure it out. tried a new router, engineer been and repaired faults, plugged into test socket but drops still happening. only 1 bt socket that has built in filter. router just 4 feet from the socket and only 1 phone plugged in as well. weird! also just been asked what difference it makes if the speed does drop? told them that the speed should not keep changing and i certainly shouldn't have to keep resetting the router 4-5-6 times a week to get the speed back up. losing patience now.

    5. #4
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: service deteriorated drastically


      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.





    6. #5
      kevpc's Avatar
      kevpc is offline Sky User Member
      Exchange:
      Broadband ISP: Base
      Router: Sagem F@ST 2504
      Sky TV:
      Join Date
      Apr 2008
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: service deteriorated drastically

      hi, Isitme. have plenty of screen dumps (since 25/02) but only stat i have is from 1am today, done with speed.io, saved as txt file. atm speed has not changed since sky reset line at about 09:15 today. frustrating, as still waiting for the change to happen, as i know it will. could be today, could be tomorrow.

      Results from speed.io - Internet DSL Speedtest (Copied on 2011-03-19 01:11:13) Download: 12222 Kbit/s Upload : 531 kbit/s Connects : 1529 conn/min Ping: 33 ms

      Results from speed.io - Internet DSL Speedtest
      (Copied on 2011-03-19 10:42:49)
      Download: 14377 Kbit/s
      Upload : 1005 kbit/s
      Connects : 1520 conn/min
      Ping: 23 ms

      as you can see, speed is great atm, but honestly, it will not stay like this. there will be a drop similar to the first stat (about 2mps down and 500-600kbps up), that can happen at any time, even when the computer is turned off! tried different sky router, speed was worse, so tier 2 tech told me to put old one back before i could even reboot computer to ensure new ip address was picked up!

    7. #6
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: service deteriorated drastically

      Speedtests and Stats are two different things. Please post your stats, click the link in my last post if you don't know how.

      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
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
      Join Date
      Mar 2010
      Location
      Near Portsmouth
      Posts
      27,907
      Thanks
      812
      Thanked 2,195 Times in 2,065 Posts

      Re: service deteriorated drastically

      Quote Originally Posted by kevpc View Post
      ...so tier 2 tech told me to put old one back before i could even reboot computer to ensure new ip address was picked up!
      Firstly 'tier 2' doesn't exist any more. tiers 2 & 3 combined to create CST some 2 or 3 years ago.

      Secondly rebooting a PC to get a new IP address is total rubbish. The router is a separate entity to your PC.

      Currently many members are reporting that the Sky IP addresses have become 'sticky' and disconnecting/switching off a router does not always result in a new IP address being allocated.

      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
      kevpc's Avatar
      kevpc is offline Sky User Member
      Exchange:
      Broadband ISP: Base
      Router: Sagem F@ST 2504
      Sky TV:
      Join Date
      Apr 2008
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: service deteriorated drastically

      sorry, Isitme. misunderstood.

      19-03-2011 01:10 reboot



      not a sky router atm. had ok to use my own because speed was around the 13mps
      Attached Files Attached Files

    10. #9
      kevpc's Avatar
      kevpc is offline Sky User Member
      Exchange:
      Broadband ISP: Base
      Router: Sagem F@ST 2504
      Sky TV:
      Join Date
      Apr 2008
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: service deteriorated drastically

      these are stats atm
      Attached Files Attached Files

    11. #10
      I_Hate_Sky_Awnsers's Avatar
      I_Hate_Sky_Awnsers is offline Sky User Member
      Exchange:
      Broadband ISP: Virgin Standard
      Router: Non Sky Router
      Sky TV: Virgin
      Join Date
      Mar 2011
      Posts
      965
      Thanks
      2
      Thanked 59 Times in 57 Posts

      Re: service deteriorated drastically

      By the looks of doc2 your SNR is at 10db.

      Looks like when that picture was taken that you line would have been able to handle your normal speed

      Didn't notice a line uptime in the stats
      Links Router Stats Useful Tutorials Speed Test Check For Test Socket Repetitive Electrical Impulse Noise

      Results from http://www.speed.io (Copied on 2011-04-08 16:36:58)
      Download: 50000 Kbit/s Upload : 4361 kbit/s Connects : 2446 conn/min Ping: 21 ms

     

     
    Page 1 of 7 123 ... LastLast

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION