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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; I would be tempted to call Sky and let them know that the PSU is making that noise. The Sagems ...

    1. #11
      Scubbie's Avatar
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      Re: Internet keeps dropping connection, please help!

      I would be tempted to call Sky and let them know that the PSU is making that noise. The Sagems have a poor history when it comes to their PSUs failing and it is very likely that this is the cause of your problems.

      If you can get a replacement router go for it, otherwise just the PSU should be sufficient.

      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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    3. #12
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      Re: Internet keeps dropping connection, please help!

      I will call them and tell them, will that be sent free of charge? My connection just dropped again, these are the stats as it came back up

      System Up Time: 00:17:40
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 9 8 0 77 132 00:00:07
      LAN 64766 43206 0 69860 4528 00:17:40
      WLAN 0 0 0 0 0 00:03:01
      ADSL Link Downstream Upstream
      Connection Speed 2848 kbps 448 kbps
      Line Attenuation 50.5db 31.5db
      Noise Margin 15.1db 23.0db

      Seconds before it dropped the downstream noise margin dropped to 7.6 then to 0.

    4. #13
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      Re: Internet keeps dropping connection, please help!

      I have given up and called sky, internet has gone off 10 times in the past 2 hours and dropped twice whilst on the phone to the bloke. He is raising a tier 2 fault and sky have to call me back, finger crossed!

    5. #14
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      Re: Internet keeps dropping connection, please help!

      CST (the next support level) won't be too happy when you let them know about the PSU.

      As for any charge, this depends on who you are dealing with I'm afraid.

      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. #15
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      Re: Internet keeps dropping connection, please help!

      Do you know how long on average it takes for Sky to call back, the man I spoke to didn't say! And for the record my internet connection dropped 30 times from 5:30-10:30 last night which is ridiculous.

    7. #16
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      Re: Internet keeps dropping connection, please help!

      From other recent posts, i suspect that CST is a little bogged down with calls at the moment, but normally they have a target to call back within 72 hours.

      If you haven't heard anything after 48 hours and it is really becoming a nuisance, then please feel free to call again. When the first level of support see your records, they should try and pass you over to CST promptly.

      If CST is really busy though, then then may advise you to continue waiting.

      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. #17
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      Re: Internet keeps dropping connection, please help!

      Procedure changed last Friday, if I remember right. Anything that needs escalated, advisors can warm transfer the customer directly on through now instead of the 72 hour wait.

      I'd call back and ask to be put through.

    9. #18
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      Re: Internet keeps dropping connection, please help!

      Power supplies squealing is not good.

      Any 'wall wart' 12 volt 1 ampish power supply will run your router provided the coaxial plug is the correct polarity and fits.

      If you have one it's a 30 second job to change it over.

      If it works you know what the problem is and you can continue using it until Sky get their finger out.

      If not the problem is elsewhere.

      Andy

    10. #19
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      Re: Internet keeps dropping connection, please help!

      Sky have tonight run a line test on my line and the woman said it is showing a fault. She has asked me to run 3 speedtest on bt speed checker, note them down and to call them back tomorrow with the results. At least there is a fault and I am not going mad.

    11. #20
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      Re: Internet keeps dropping connection, please help!

      She has asked me to run 3 speedtest on bt speed checker
      Make sure you run them during the peak time.

      TomD


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