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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; the lift and shift has to be authorised and will be carried out next week at some point. Another fob ...

    1. #171
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      Re: Internet keeps dropping connection, please help!

      the lift and shift has to be authorised and will be carried out next week at some point.
      Another fob off methinks.

      Unless the engineer was an apprentice, I very much doubt it has to be authorized by a 'higher authority'.

      TomD


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    3. #172
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      Re: Internet keeps dropping connection, please help!

      Engineer said for a lift and shift to be done he has to actually see my internet disconnecting in the exchange, which I assume he did. Sky have told me it will take 3 days to do the lift and shift.

    4. #173
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      Re: Internet keeps dropping connection, please help!

      Quick update. The lift and shift from what I gather has been done, but I am still having the exact same problem, constant evening drops and drops when the phone is used. So I have just called sky again who ran another line test. The line test is showing a fault on the copper pair apparently, no idea why this wasn't picked up on the previous 20 line tests sky have done. I now need engineer number 6 out, but not a broadband engineer, I need a telephone engineer because according to sky this fault lies between my house and the exchange and the full length of that cable needs checking and/or changing. I cannot believe the incompetence of both Sky and BT so far, how is it that this issue has gone on for so long without resolution.

    5. #174
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      Re: Internet keeps dropping connection, please help!

      Other than screaming very loudly at someone who lives in BT's Ivory tower, there is very little more that Sky can do.

      BTO are contracted to do the work and it is for them to perform their tasks competently.

      Certainly I could see an argument for BTO to lose their exclusive right to maintain the telephone network. However there would be strong security arguments against such action.

      I just hope that your issues get resolved soon and that you are properly compensated for the troubles which you are still enduring.

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    6. #175
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      Re: Internet keeps dropping connection, please help!

      how is it that this issue has gone on for so long without resolution.
      Simply because you have put up with it. Most would have given up and gone elsewhere long before now.

      If Sky have now picked up a fault on the line after so many checks it suggests the fault is intermittent and each time the line has been checked previously, the fault has not been present. Intermittent faults are very difficult to detect by their very nature and it could be anywhere on the 2x2 Kilometres of wire between you and the exchange.

      TomD


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      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    7. #176
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      Re: Internet keeps dropping connection, please help!

      It now turns out the lift and shift was never done because Sky had 2 different faults open on my line at the same time and because of this BT couldn't do it So the man who I spoke to at sky last night has cross referenced both faults so they are now one big fault. This means if the fault isn't found next Wednesday then a lift and shift will be done on Thursday or Friday. Heard that one before

    8. #177
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      Re: Internet keeps dropping connection, please help!

      I think that you really ought this up a notch now.

      Try contacting Sky's Exec team and ask for this to be looked at sooner as this latest issue is Sky's fault and it really needs to be addressed ASAP.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
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      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    9. #178
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      Re: Internet keeps dropping connection, please help!

      BT engineer number 6 coming tomorrow morning, will update after he has been.

    10. #179
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      Re: Internet keeps dropping connection, please help!

      Engineer number 6 just left, and then been on the phone to sky for 30 mins.

      Engineer said the reason the line test failed was because the idiot at sky ran it whilst I was on the phone, so it failed. He said it's fine and left, in fact it was an engineer I have had before already. So I rang sky and shouted at the man, I don't care any more about being polite, they can stick it. He ran the test and said it is fine. He said as the broadband fault is now closed a new one needs to be opened, which resulted in me doing things like trying the test socket for the 1000th time. Now as there is a fault open on my phone line still from that moron the other day, nothing can be done to open a new broadband fault until Friday night when presumably engineer number 7 will be sent.

    11. #180
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      Re: Internet keeps dropping connection, please help!

      This is frustrating.

      I would definitely now be tempted to take it further up the food chain.

      Write a polite email to Jeremy Darroch.

      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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