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    Diconnecting alot recently

    This is a discussion on Diconnecting alot recently within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi Ive had sky broadband for over 6months, and for the past 3-4 weeks its started disconnecting and resyncing alot. ...

    1. #1
      elninio's Avatar
      elninio is offline Sky User Member
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      Diconnecting alot recently

      Hi

      Ive had sky broadband for over 6months, and for the past 3-4 weeks its started disconnecting and resyncing alot. This can happen with casual browsing, trying to play xbox live, to the phone ringing.

      Ive noticed my line attenuation has dropped from 41 to 44db, sometimes itll go back to it, but then go down again afterwards.

      The upoad has also dropped from 945kbps to around 650.

      Any ideas why this would be happening? I put it down to just more people using the exchange thinking it would settle but its become rediculous.

      I also rang sky who went through the basics and then blamed the wireless even though its all wired. Eventually they set the router to some different speeds, which has made no difference.

      Any ideas of what else i could do to check? Im using the master socket with a different filter to the orignal one, but still the same.


      Cheers


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    3. #2
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      Re: Diconnecting alot recently

      Assuming you've tried your test socket during the phonecall/on your own:

      Call up again and hopefully get an agent who knows what they're doing. This should get raised to CST (assuming you have indeed tried the test socket and all other normal TS is done) although you'll have an awful time getting them to work on it ATM as I understand they're snowed and not getting back to people for weeks on end sometimes.

      Might be a way to get around that though, do you have a Sky landline/is it playing up too?

    4. #3
      elninio's Avatar
      elninio is offline Sky User Member
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      Re: Diconnecting alot recently

      thanks for the reply!

      The agent said they noted all the stuff down, and to give them ring if it continues, ill get round to that tomorrow.

      The phone line is with Sky, just a question though, the dial tone is weird.

      It makes the dial tone sound for a couple of seconds then beeps, then dial tone, then beep coninuously. its not a voice mail as ive checked that. Any other ideas?

    5. #4
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      Re: Diconnecting alot recently

      Course he did, they have to take notes on every call

      Seems he wasn't very good though if he was switching between paths as you say.

      Did he get you to unscrew the faceplate off your master socket, and plug in behind there at any point?

      As I say once all this is done you -should- get your issue raised up to CST - the next level of Sky support who might actually be able to help you, but at the moment CST are taking ages to get back to people, so I'd suggest hedging your bets:

      Call them back about the broadband, say your phone seems OK if they even ask (don't be too detailed), and try to get that raised to CST first of all. This will cover your back if the phone problem turns out to be unrelated.

      Then, call right back about the phone issue so they open a new ticket and just be honest about what's going on with your phone, no real need to mention your broadband. Reason being that - unlike for BB-only issues - when it comes to the phone problems, tier 1 agents can sometimes get an engineer out without ever going through CST and thus avoiding the aforementioned delay. Then fingers crossed the two problems are actually related and you get an engineer out within a couple of days to solve it.

      You should also try your phone in the test socket too before doing this, and preferably with multiple handsets, just in case you get someone hapless who doesn't ask you to.

    6. #5
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      Re: Diconnecting alot recently

      Quote Originally Posted by elninio View Post
      thanks for the reply!

      The agent said they noted all the stuff down, and to give them ring if it continues, ill get round to that tomorrow.

      The phone line is with Sky, just a question though, the dial tone is weird.

      It makes the dial tone sound for a couple of seconds then beeps, then dial tone, then beep coninuously. its not a voice mail as ive checked that. Any other ideas?
      Onto what Birks has suggested -

      Call your landline and leave a test voicemail. Call 1571, then delete the voicemail you've just left and see whether the dial tone is 'normal' again.

     

     

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