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    Sync started acting up?

    This is a discussion on Sync started acting up? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Due to a large amount of replacement routers being sent out incorrectly, when the original wasn't faulty This is not ...

    1. #51
      Isitme's Avatar
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      Re: Sync started acting up?

      Due to a large amount of replacement routers being sent out incorrectly, when the original wasn't faulty
      This is not a recent phenomenon, it goes back years. I remember a case where a user was sent 5 routers before Sky decided to get BTO on the case and fix the line, which should have been done in the first place. Sky could also have saved themselves thousands if they had insisted on having the replaced router sent back in an enclosed envelope. They could have done this quite easily by telling the customer that they would be charged for the router if it was not returned in X number of days. There would not be so many for sale on eBay if they had done this.

      TomD


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    3. #52
      I_Hate_Sky_Awnsers's Avatar
      I_Hate_Sky_Awnsers is offline Sky User Member
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      Re: Sync started acting up?

      Quote Originally Posted by Isitme View Post
      This is not a recent phenomenon, it goes back years. I remember a case where a user was sent 5 routers before Sky decided to get BTO on the case and fix the line, which should have been done in the first place. Sky could also have saved themselves thousands if they had insisted on having the replaced router sent back in an enclosed envelope. They could have done this quite easily by telling the customer that they would be charged for the router if it was not returned in X number of days. There would not be so many for sale on eBay if they had done this.
      The only flaw with your argument is that you used logic.

      Tier 1 are not even told that there is an envelope sent for the router to be returned.

      The amount of people that are in CST and shouldn't even be allowed in Tier 1 is rather large.
      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

    4. #53
      basalt2003's Avatar
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      Re: Sync started acting up?

      When my last s@gem crapped out I sent it back - - but it was kaputt!
      Incidentally I found I do have an old Netgear DG834 which I just tried to hook up but it wont
      Still waiting for the call back between 3 - 5
      Stuart

    5. #54
      basalt2003's Avatar
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      Re: Sync started acting up?

      Well I finally got a call - - - - today around 10.00am!
      Very polite and "Helpful" chap who has appologised for all the hasle and set a new speed and will get back latter today or tomorrow to see if it falls off.
      Heres hoping anyway.
      Ironically I got an email yesterday to ask how happy I was with the service since my first call -- - I mentioned I was still waiting on a return call that someone said they would make on Friday but also that my first report of errors was on 27th March!
      Oh well - - I guess I will be labled as a pain now - - but all I want is a working service - - - which does cost me - - -in more ways than just money too
      Stuart

    6. #55
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      Re: Sync started acting up?

      Nearly forgot :
      Router Statistics

      System Up Time: 19:44:10
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 4782 5108 0 112 277 2:53:00
      LAN 338103 187140 0 0 140 19:44:10
      WLAN 153684 132708 0 337 0 19:43:48
      ADSL Link Downstream Upstream
      Connection Speed 3712 kbps 608 kbps
      Line Attenuation 59.0 db 31.5 db
      Noise Margin 7.3 db 13.0 db
      Poll Interval: (secs)
      Stuart

    7. #56
      basalt2003's Avatar
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      Re: Sync started acting up?

      Further update - - if anyones interested
      Got a return call from the very helpful guy at sky and its dropped again!
      I had not noticed as Ive been killing myself gardening most of the day and then watched my horse fall in the National
      Anyway sky are arranging for an engineer to call next Tusesday.
      Weird really as I just cant see why its faulting - but then I guess I will learn something next week
      Thats certainly a different sky experience - - really helpful chap who has gone to a deal of trouble to assist
      Stuart

    8. #57
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      Re: Sync started acting up?

      That is very good to hear. I hope for your benefit that he/she will locate the problem and get you back on track.

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      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
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    9. #58
      basalt2003's Avatar
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      Re: Sync started acting up?

      Quote Originally Posted by Scubbie View Post
      I hope for your benefit that he/she will locate the problem and get you back on track.
      Well its all very interesting - - - depending on who you are!
      BTO guy came and identified errors on line so did tests etc and then went to change connection at cabinet!
      Returned latter and said he would contact sky to get them to raise cap? from 4 to 8 meg.
      He also fitted a new BTO faceplate adsl v10 and hooked up my phone + 2 skybox extensions to it.
      At 1.30pm I was then showing connect of router at:

      Router Statistics

      System Up Time: 93:47:51
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 17284 25653 0 0 0 0:37:26
      LAN 681243 391927 0 0 0 93:47:51
      WLAN 783137 592235 0 0 0 93:47:29
      ADSL Link Downstream Upstream
      Connection Speed 3808 kbps 416 kbps
      Line Attenuation 59.0 db 31.5 db
      Noise Margin 8.2 db 16.0 db
      Poll Interval: (secs)

      At 3.00pm I checked back and now find :

      Router Statistics

      System Up Time: 95:55:30
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 3530 3833 0 136 50 1:37:42
      LAN 702033 404955 0 0 0 95:55:30
      WLAN 789325 597315 0 80 164 95:55:08
      ADSL Link Downstream Upstream
      Connection Speed 1664 kbps 416 kbps
      Line Attenuation 59.0 db 31.5 db
      Noise Margin 8.7 db 16.0 db
      Poll Interval: (secs)

      I am waiting for the guy at sky to get back to me as I think he was supposed to to confirm if everything is now ok before he closed the case?
      Needless to say I aint happy
      Stuart

    10. #59
      buddbuttocks's Avatar
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      Re: Sync started acting up?

      The router replacements being handled by a dedicated team is only supposed to be a 4 week trial. I think it's more to do with the fact that there is, or was, a big problem with stock shortage, so they want to make sure routers are only being replaced when absolutely necessary. And you do get muppets that do send out replacements for stupid reasons, I usually find myself sending at least one feedback form every week. The best one recently was because the advisor thought that "the router was being hacked" - the customer was connected to a BT Openzone hotspot.

      I'm not sure if the shortage is due to the sheer amount of replacements that have been needed for dodgy Sagem C8CD routers. I also heard a rumour of a recall.

      It's true that Sky Answers advises to try a replacement router first in most cases - because it's cheaper than a BT Openreach engineer.

      The problem with this trial is that they have a tiny amount of people working on a backlog of hundreds upon hundreds of cases. It's got to the point where some people in my team are just replacing them ourselves, we know what we're doing and customers are understandably getting a tad impatient.

      Staff are even being asked to bring in spare Sky routers to send out for escalated issues. Bit of a shambles all round if you ask me.

    11. #60
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      Re: Sync started acting up?

      sky just left a message on my answerphone to say it looks like its sorted
      If I still think there are issues then I can call them back

      Stats at 8.45pm show

      Router Statistics

      System Up Time: 99:32:53
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 33941 43895 0 2544 184628 5:15:05
      LAN 735553 425574 0 188558 5138 99:32:53
      WLAN 807080 612385 0 394 0 99:32:31
      ADSL Link Downstream Upstream
      Connection Speed 1664 kbps 416 kbps
      Line Attenuation 59.0 db 31.5 db
      Noise Margin 17.7 db 16.0 db
      Poll Interval: (secs)


      Does that seem "sorted" to you guys?
      God give me strength

      Prolly call em tomorrow as Ive had and am having lots of wine at mo - - -watching champs league match
      Stuart

     

     
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