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    Internet keeps dropping connection, please help!

    This is a discussion on Internet keeps dropping connection, please help! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Well I have only just managed to get on the forum as I have no internet at all now and ...

    1. #151
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      Re: Internet keeps dropping connection, please help!

      Well I have only just managed to get on the forum as I have no internet at all now and so am on at work I either have a constant solid orange light, or when I reboot the router my downstream noise margin is so low, about 1db to -3.0db, that no pages load anyway. Despite my line being capped at 2 meg my router is showing 4 meg. I have a guaranteed call back time from sky tonight at 8-9pm.

      With regards to what the BTO said, he did say ask if sky supply fiber to my house. Why he asked me that and didn't know himself is beyond me, but I think basically he had been at my house for 3 hours, not found a fault, yet saw what the internet was doing and had no idea how to fix it, so just offered me a solution in the way of leaving sky. Apparently the guy that came yesterday was an SFI level 2, whom I imagine is a very knowledgeable network engineer, and my internet still beat him


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    3. #152
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      Re: Internet keeps dropping connection, please help!

      I think you're getting to the bit where either the tie pair shift or Sky throwing up the hands and admitting defeat is near.

    4. #153
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      Re: Internet keeps dropping connection, please help!

      The internet is back on in some shape and form, but now I have the problem I had before again, drop after drop. Look at the attachment, 10 drops in 30 mins! And my line is fine say 4 engineers.
      Has anyone ever seen anything like this?
      Attached Thumbnails Attached Thumbnails Internet keeps dropping connection, please help!-router-stats-lite-10.11.11.jpg  

    5. #154
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      Re: Internet keeps dropping connection, please help!

      Quote Originally Posted by User05 View Post
      I think you're getting to the bit where either the tie pair shift or Sky throwing up the hands and admitting defeat is near.
      If sky admit defeat, then what happens? Does anyone have any idea what the problem might be? I read on another forum that when new housing estates are built nearby (which loads are here) then cross talk occurs in the exchange amongst all the new additions, any truth in that?

    6. #155
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      Re: Internet keeps dropping connection, please help!

      It's just odd that when my downstream was capped to 2meg and my upstream was capped to 228kb that my connection would hold for 30 plus hours before dropping, yet with an uncapped downstream and a 448kb upstream I drop out every 5 minutes. Sky never called back by the way, what a surprise, bet they are fed up of me now. So I called them, and the woman now needs 15 minutes to read all my case notes before ringing back. I must have the biggest case notes in sky's history. SKY just called back, I now have to wait until 6:30pm tomorrow for another call back, excellent customer service I must say

    7. #156
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      Re: Internet keeps dropping connection, please help!

      Perhaps you should take it up with Customer Services?

      If they can't help you, you could always try the Executive team.

      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. #157
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      Re: Internet keeps dropping connection, please help!

      Quote Originally Posted by Scubbie View Post
      Perhaps you should take it up with Customer Services?

      If they can't help you, you could always try the Executive team.
      Customer Service team are who I am dealing with, but who are the executive team, they sound posh

    9. #158
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      Re: Internet keeps dropping connection, please help!

      Quote Originally Posted by mjstokes85 View Post
      Customer Service team are who I am dealing with, but who are the executive team, they sound posh
      That's the people who run BSkyB.

      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. #159
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      Re: Internet keeps dropping connection, please help!

      Maybe a call to Rupert is on the cards then

    11. #160
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      Re: Internet keeps dropping connection, please help!

      If you believe that other sources have been exhausted, then perhaps it is time to write a well composed letter explaining what you have been put through. Include the timescale and word it well. Putting a nice letter/email together will be met better than a simple rant.

      Include your account number too.

      Remember too that as frustrating as it may seem, BTO are contractors. Sky has no option but to use them. This is the same for all the ISPs when dealing with BTO's infrastructure.

      Then send it to: jeremy.darroch @ bskyb.com (remove the spaces)

      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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