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    New Customer needs advice

    This is a discussion on New Customer needs advice within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi guys. Im sorry if this is one of those annoying things that everyone posts about but its really annoyed ...

    1. #1
      DarkCrater's Avatar
      DarkCrater is offline Sky User Member
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      Question New Customer needs advice

      Hi guys. Im sorry if this is one of those annoying things that everyone posts about but its really annoyed me after an 11hour shift at work

      So here goes...

      i have just joined up with sky since i have a new apartment and my broadband was activated yesterday. At first everything was fine just running at a slower connection than i was used to (3mb dl) with virgin media at me old house (18mb dl)

      when i woke up this morning i had trouble getting online. i went to work and got a text from my girlfriend a few hours later (once she finally woke up) saying the internet wasn't working properly and it keeps giving her a connection and losing it every few seconds. once i finally got home i tried to get online myself and the same keeps happening to me too. Now after been at work all day this annoys you very fast so i thought i would come here for help.

      i have looked around the forums a little (when ever my internet would let me) and seen a lot of people talking about dlm or dml could that be the cause of my problem? im getting about 1min tops of connection and then i lose it for upto 2mins.

      can anyone help?

      thanks,
      DarkCrater (PSN)


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    3. #2
      Exdee's Avatar
      Exdee is offline Sky User Member
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      Re: New Customer needs advice

      - How many telephone sockets have you got in your apartment?
      - Need to see the router firmware version. You can find this on the router status page on 192.168.0.1.
      - Also need to see the ADSL stats which you can copy past with the help of this guide: How to get your router statistics

    4. #3
      Scubbie's Avatar
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      Re: New Customer needs advice

      Your profile doesn't show which telephone exchange that you are with. A few telephone exchanges have had problems today. Check out this section of this forum as well:

      Sky Broadband Service Status

      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

    5. #4
      DarkCrater's Avatar
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      Re: New Customer needs advice

      hope this what you was wanting:

      Firmware Version 5.14.6.1a4N

      going to do 3 readings:

      reading 1

      WAN MER 6 12763 0 988 12447018 0:00:21
      LAN Up 90958 84432 0 69246327 10929654 1:50:50
      WLAN Up 11020 6626 0 9684163 854316 1:50:31
      ADSL Link Downstream Upstream
      Connection Speed 3659 kbps 1056 kbps
      Line Attenuation 35.5 dB 19.9 dB
      Noise Margin 9.7 dB 8.3 dB

      Reading 2

      WAN MER/PPPoA 0 0 0 0 0 0:00:00
      LAN Up 91274 84732 0 69482984 10964560 1:51:29
      WLAN Up 11030 6626 0 9687879 854316 1:51:10
      ADSL Link Downstream Upstream
      Connection Speed 0 kbps 0 kbps
      Line Attenuation dB dB
      Noise Margin dB dB

      Reading 3

      WAN MER/PPPoA 0 0 0 0 0 0:00:00
      LAN Up 91468 84916 0 69637678 10986323 1:51:56
      WLAN Up 11030 6626 0 9687879 854316 1:51:37
      ADSL Link Downstream Upstream
      Connection Speed 0 kbps 0 kbps
      Line Attenuation dB dB
      Noise Margin dB dB

      hope you understand that

    6. #5
      DarkCrater's Avatar
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      Re: New Customer needs advice

      this might sound really dumb but, by telephone exchange do you mean the area code?

    7. #6
      Exdee's Avatar
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      Re: New Customer needs advice

      You've got the latest firmware which is a good thing. You are loosing sync to the exchange. This can be either an internal wiring fault or a fault at the exchange.

      To make sure your internal wiring is not the culprit you need to tell us how many sockets have you got in your apartment? Plug your router into the test socket on your master (if you have one) and see if improves your stability.

      This is what a test socket looks like. You need to remove the screws on the detachable faceplate on your master socket to access it.



      PS: Have you got Sky TV? If yes is your box connected to your phone line?

    8. #7
      DarkCrater's Avatar
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      Re: New Customer needs advice

      ok so i got 2 phone phone sockets in the apartment and the router is plugged into the master.

      oh wow... erm.....
      the readings from the test socket

      WAN MER 13 14440 0 1786 13695519 0:01:41
      LAN Up 103877 96425 0 78513139 12952535 2:12:11
      WLAN Up 11591 6626 0 9902774 854316 2:11:52
      ADSL Link Downstream Upstream
      Connection Speed 8583 kbps 1070 kbps
      Line Attenuation 35.0 dB 20.7 dB
      Noise Margin 7.0 dB 7.8 dB

      WAN MER 15 14442 0 1924 13696031 0:02:07
      LAN Up 104075 96609 0 78668093 12974509 2:12:37
      WLAN Up 11591 6626 0 9902774 854316 2:12:18
      ADSL Link Downstream Upstream
      Connection Speed 8583 kbps 1070 kbps
      Line Attenuation 35.0 dB 20.7 dB
      Noise Margin 7.0 dB 7.9 dB

      WAN MER 36 14472 0 4245 13700653 0:02:20
      LAN Up 104202 96721 0 78750184 12987837 2:12:50
      WLAN Up 11591 6626 0 9902774 854316 2:12:31
      ADSL Link Downstream Upstream
      Connection Speed 8583 kbps 1070 kbps
      Line Attenuation 35.0 dB 20.7 dB
      Noise Margin 7.0 dB 7.8 dB

    9. #8
      DarkCrater's Avatar
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      Re: New Customer needs advice

      ok so i just plugged it into the test socket again but this time with the thing that connects to the sky tv as well and my connection went back to how it was..... what should i do and do i need that plugged in?

    10. #9
      Exdee's Avatar
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      Re: New Customer needs advice

      The first thing that should be connected to your socket is the microfilter which looks like this:



      You will then plug your router into the dsl port on the micro-filter and the cable from your TV and your telephone into the telephone port on your micro-filter. Do it this way and then post your stats.

    11. The Following User Says Thank You to Exdee For This Useful Post:

      DarkCrater (16-06-11)

    12. #10
      DarkCrater's Avatar
      DarkCrater is offline Sky User Member
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      Re: New Customer needs advice

      ok so i plugged them all back into the main socket in the orer you said and this is what reading i got.

      WAN MER 36 14472 0 4245 13700653 0:02:20
      LAN Up 104202 96721 0 78750184 12987837 2:12:50
      WLAN Up 11591 6626 0 9902774 854316 2:12:31
      ADSL Link Downstream Upstream
      Connection Speed 8583 kbps 1070 kbps
      Line Attenuation 35.0 dB 20.7 dB
      Noise Margin 7.0 dB 7.8 dB

      thanks for the help now i can actually use my internet *heads for the ps3* lol

      still not as fast as the test socket though

     

     
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