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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; Originally Posted by mjstokes85 He said they might be able to sort it remotely, if not an engineer will have ...

    1. #31
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      Re: Internet keeps dropping connection, please help!

      Quote Originally Posted by mjstokes85 View Post
      He said they might be able to sort it remotely, if not an engineer will have to come again. I said who arranges that then as I am at work all day every day and he said BT will send sky the date, so what if I am at work? He said I don't know. He said if nothing is sorted by tonight ring Sky again.
      If testing the line highlighted a fault on the Openreach network, then it's simply logged to Openreach. If the line test was showing no faults, then it's a SFI visit that's required here, which they need to physically book an appointment with you on the phone for the fault to actually accept and progress. Was there an appointment booked with you on the phone?


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    3. #32
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      Re: Internet keeps dropping connection, please help!

      If your router is connecting when you use the phone, it indicates a high resistance fault. That is a joint somewhere that is not making a good contact, when you use the phone the extra voltage bridges the gap, so to speak and allows the router to connect. It is a line fault that can only be located and fixed by BTO.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

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





    4. #33
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      Re: Internet keeps dropping connection, please help!

      It doesn't connect when the phone is used, it just did one time when it rang out, maybe a coincidence? Surely the engineer yesterday should have seen if there was another fault on the line? Do they not check properly or what? I have no idea who has booked what appointment and for who or for when, all I was told by sky last night was that BT might be able to fix it remotely, if not an engineer will need to come. He said if I have not heard anything by this afternoon, ring sky. I will check when I am home what the router is doing as am currently at work.

    5. #34
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      Re: Internet keeps dropping connection, please help!

      To be honest, sounds like nothing has been done since the previous OR visit. I'd be straight on the phone to them again asap.

    6. #35
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      Re: Internet keeps dropping connection, please help!

      God knows, nobody seems to know what they are doing. I will check the router when I am back home and ring sky accordingly.

    7. #36
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      Re: Internet keeps dropping connection, please help!

      Internet seems to be back in some shape and form although since 17:30 tonight till now I have had 15 drops. Each time it drops and resyncs it is doing so at a different speed, so is this just the line sorting itself out after being messed with yesterday or do I still have a problem? Should I give it a few days to settle down?
      Last edited by mjstokes85; 13-10-11 at 08:05 PM.

    8. #37
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      Re: Internet keeps dropping connection, please help!

      Call and find out what is happening.

      If required, someone else will need to come out to see you.

      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

    9. #38
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      Re: Internet keeps dropping connection, please help!

      A Sky staff member on the official sky forum has ran a test on my line and says there is nothing wrong with it now. Yet I have had 16 drops since 17:30 till now. Anytime I do anything online it drops connection.

    10. #39
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      Re: Internet keeps dropping connection, please help!

      Could you post your current router stats please? Include the up times in the figures.

      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

    11. #40
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      Re: Internet keeps dropping connection, please help!

      System Up Time: 22:36:25
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 161 170 0 641 3434 00:00:25
      LAN 285430 233360 0 3409 351 22:36:25
      WLAN 72342 36127 0 4585105 309370 00:00:16

      ADSL Link Downstream Upstream
      Connection Speed 2976 kbps 448 kbps
      Line Attenuation 50.5db 31.5db
      Noise Margin 12.0db 23.0db

      When it just dropped the downstream margin went from 12 to 7 to 5 to 3 to 0 then resynced.

     

     
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