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    Internet extremely slow for days.

    This is a discussion on Internet extremely slow for days. within the Sky Broadband help forums, part of the Sky Broadband help and support category; Originally Posted by neilmcl It almost looks like they're having the service throttled in some way. This is why you ...

    1. #11
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      Re: Internet extremely slow for days.

      Quote Originally Posted by neilmcl View Post
      It almost looks like they're having the service throttled in some way.
      This is why you should check the account details on-line.

      If they are on Sky Home Lite, then they do have a monthly limit, which is easy to go over. It also has a usage meter to view how much has been downloaded.

      If they are using Anytime+, then the monthly limit becomes even easier to breach.

      The only other options currently is to do with either the backhaul of a line fault.

      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


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    3. #12
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      Re: Internet extremely slow for days.

      Might be being affected by the peak time issues that happened a while ago.
      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. #13
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      Re: Internet extremely slow for days.

      They are on Everyday Lite but I've checked and they're within usage for this period at least. One thing I did notice is that under Connection Details it says that line connection testing was completed on the 6/4/11, just a few days after they started getting this problem. FYI they aren't a new customer, been with Sky BB for a couple of years now.

    5. #14
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      Re: Internet extremely slow for days.

      There's no throttling if you go over the 2GB a month on everyday lite, they just auto upgrade you to Unlimited if you go over it twice in a 6 month period.

    6. #15
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      Re: Internet extremely slow for days.

      I'm sure they're not intentionally throttling but something seems to have happened to traffic over the last week.

    7. #16
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      Re: Internet extremely slow for days.

      You could try in Safe Mode to rule out software
      -------------------------------------------



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

    8. #17
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      Re: Internet extremely slow for days.

      Managed to get put through to 2nd line support (or whatever they're referred to these days) last night, who were able to have a closer look at my line. Even though the connection is fine they noticed a lot of errors on the line, putting me on a different line rate (??) thus reducing the synch speed didn't have an effect. So he requested a new router to be sent out, hopefully FOC, to see if this fixes the issue, if not the next step would be an Openreach visit.

      BTW, there's a huge difference in customer service between 1st and 2nd line support. The first guy was very abrupt and attempting to fob me off with "you don't have line rental with us so not our problem if its a line issue" but thankfully after I was starting to lose my cool he eventually agreed to put me onto someone who could actually do something about it, or at least move the issue forward, ie, the CST guys.
      Last edited by neilmcl; 13-04-11 at 10:28 PM.

    9. #18
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      Re: Internet extremely slow for days.

      Quote Originally Posted by neilmcl View Post
      BTW, there's a huge difference in customer service between 1st and 2nd line support. The first guy was very abrupt and attempting to go down the route of "you don't don't have line rental with us so not our problem if its a line issue" but thankfully after I was starting to lose my cool he eventually agreed to put me onto someone who could actually do something about it, or at least move the issue forward.
      Hmmm...

      My polite answer would be to ask if he was prepared to put that in writing to you. If he didn't balk at that, then ask him to pass you through to CST (2nd level of support).

      If he was brave enough to put it in writing, he could say good bye to his job instantly.

      You are paying more money to have your BB with Sky that if you were paying them the line rental as Sky discounts it when you do. You have as much right to expect customer service on each product that you have with Sky, no matter how you legitimately come by it.

      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

    10. #19
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      Re: Internet extremely slow for days.

      CST usually are better when it comes to customer service as they are usually assigned cases and can dealt with the case from first getting it all the way to conclusion so you usually feel more assure since you are constantly speaking to the same person.
      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

     

     
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