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    Frequent disconnections

    This is a discussion on Frequent disconnections within the Sky Broadband help forums, part of the Sky Broadband help and support category; Since I made a few changes with sky tech team to improve my ping when gaming my connection seems to ...

    1. #1
      skyiron34's Avatar
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      Frequent disconnections

      Since I made a few changes with sky tech team to improve my ping when gaming my connection seems to have become unstable.

      The noise margin as shown by the router is usually around 6-7, however sometimes it drops below 0 and I lose connection to the internet. A simple reboot will resolve the problem however I'd prefer a 24/7 connection not something I need to restart every few hours.

      About my current setup, I'm plugged into the test socket and have been for a long time, have tried different filters here.

      The changes made with the tech team was that I was changed from adsl2+ to gdmt and interleaving was reduced.

      Some stats
      ADSL Link Downstream Upstream
      Connection Speed 4128 kbps 928 kbps
      Line Attenuation 51.0 dB 31.5 dB
      Noise Margin 7.6 dB 7.0 dB

      Before the change I would get around 4500-4800 Downstream, thought the drop in this after the changes would be enough to compensate.
      Thanks in advance for any help


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    3. #2
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      Re: Frequent disconnections

      Hi skyiron34,

      Sorry to hear you are having these issues.

      We can certainly try to help.

      First we need to ask is whether or not these stats are from your test socket or not? If not, please connect your broadband box to the test socket. This can be done by removing the face plate, there will be a horizontal line which splits the face plate. Once you've done this, could you please post these stats again?

      Thanks.
      Sky eService Team

      Sky Help Centre http://www.sky.com/help
      My Sky and Sky iD https://mysky.sky.com

    4. #3
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      Re: Frequent disconnections

      Yes the stats posted were from my test socket, I have been plugged into the test socket for years now. Thanks for the speedy reply

    5. #4
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      Re: Frequent disconnections

      There is a danger of using the test socket instead of the master socket in the faceplate, should the socket become damaged it is more expensive to replace the whole socket. The test socket should only be used as a temporary measure.

      In the mean time, what you could do is swap the microfilter for one that hasn't been used. Sometimes they can fail and there is no obvious sign when they do this.

      The issue of you noise margin dropping to 0dB could be a sign that the microfilter is failing or it could indicate that the line has an issue.

      Using a corded telephone, could you dial '1' and listen for any noise? There should be nothing at all.

      Once the cause has been identified, you may wish to consider replacing the socket and also installing a filtered faceplate.

      P.S. the ADSL2+ speed estimator tool on this site indicates that you should get between 5Mb-6Mb with your line attenuation

      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

    6. #5
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      Re: Frequent disconnections

      Thanks Scubbie, I replaced my old filter with one of the new sky ones before but I still had the disconnections, I'm now trying a 3rd one, will see how it goes.

      Theirs no sound at all on the phones.

      My master-socket has a L... logo on it, could you recommend a strong performing and compatible faceplate for it ?

    7. #6
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      Re: Frequent disconnections

      Have a read of this article:

      Sky User - Which ADSL Faceplate Filter?

      run-IT-direct make useful contributions to this forum and it is nice for people to say thanks to them.

      If yours is a standard NTE5 socket, then this should be fine:

      XTE-2005 Clone NTE5 ADSL Faceplate

      There are others on their site. Feel free to take a look.

      ADSL Nation also does a range of faceplates.

      Both firms have had good reports on this forum.

      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

    8. #7
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      Re: Frequent disconnections

      Thanks scubbie will have a look around.

      Just disconnected 30minutes ago while on the 3rd microfilter... really don't think its the micro-filter. Someone has suggested to me that when the noise margin drops below zero its because of "burts of noise" on the line.

      Here are the stats from when it dropped out
      ADSL Link Downstream Upstream
      Connection Speed 4128 kbps 928 kbps
      Line Attenuation 51.0 dB 31.5 dB
      Noise Margin -2.2 dB 7.0 dB

    9. #8
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      Re: Frequent disconnections

      Having a negative noise margin is not good. I am hoping that someone who is more familiar with this kind of issue will jump in to help as I am a little stuck.

      It sounds like a line fault, but it might help you to know what is happening before a call to Sky is made. Ultimately I think that you will need to call Sky (assuming that you are with Sky Talk as well as Sky BB) to get this resolved. They can then arrange for a BTO Engineer to fix things.

      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. #9
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      Re: Frequent disconnections

      Thanks for your help scubbie, anyone else please ?

     

     

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