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    Internet cut off after late payment, massively slower speeds afterwards

    This is a discussion on Internet cut off after late payment, massively slower speeds afterwards within the Sky Broadband help forums, part of the Sky Broadband help and support category; We're on Sky Broadband Unlimited. Our internet was cut off following an overdue payment. That has since been paid and ...

    1. #1
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      Internet cut off after late payment, massively slower speeds afterwards

      We're on Sky Broadband Unlimited. Our internet was cut off following an overdue payment. That has since been paid and the internet has been re-activated but the speeds are massively slower despite being on the same Unlimited package. I remember on speed tests getting around 9/10 Mbps but now I'm getting this:

      ADSL Link Downstream Upstream Connection Speed 1535 kbps 393 kbps Line Attenuation 41.0 db 41.3 db Noise Margin 7.1 db 9.5 db

      I did notice the connection was being tested (I assume it's been treated like a brand new connection due to being cut off and then re-activated) but that was completed yesterday. I don't understand why there's such an enormous drop in speed.
      Last edited by Isitme; 31-10-11 at 12:46 PM. Reason: Duplicate images


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    3. #2
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      There is something wrong somewhere. Your noise margin shows you are getting as much as the line can handle, but your attenuation says you should have more.

      Plug into your Test socket and post the stats from there.
      How to test your ADSL in the Master Test Socket

      TomD


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    4. #3
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      Quote Originally Posted by Isitme View Post
      There is something wrong somewhere. Your noise margin shows you are getting as much as the line can handle, but your attenuation says you should have more.

      Plug into your Test socket and post the stats from there.
      How to test your ADSL in the Master Test Socket
      I can't see it being something wrong with the equipment. It's been this way ever since our internet was re-activated. It was only cut off for a day or two. I can't imagine something has coincidentally gone wrong within the equipment during that time. Prior to the cut-off our access line speed was 10Mbps, it's now 3Mbps and we're only getting 1.5Mbps download speed.

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      Re: Internet cut off after late payment, massively slower speeds afterwards

      Quote Originally Posted by roast_beef View Post
      I can't see it being something wrong with the equipment. It's been this way ever since our internet was re-activated. It was only cut off for a day or two. I can't imagine something has coincidentally gone wrong within the equipment during that time. Prior to the cut-off our access line speed was 10Mbps, it's now 3Mbps and we're only getting 1.5Mbps download speed.
      Your stats tell a different story.

    6. #5
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      I can't see it being something wrong with the equipment.
      Part of the diagnostic process is using the Test socket. If you are not prepared to do this then all I can suggest is that you call Sky and ask for help. You will probably be asked to plug into the Test socket, its up to you whether you want to do it for Sky or us.

      TomD


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    7. #6
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      Quote Originally Posted by Isitme View Post
      Part of the diagnostic process is using the Test socket. If you are not prepared to do this then all I can suggest is that you call Sky and ask for help. You will probably be asked to plug into the Test socket, its up to you whether you want to do it for Sky or us.
      Oh okay, here are the results from the test socket:




      And here are my original results for comparison:



    8. #7
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      Now we can se that your internal setup is not effecting your connection. This means that there is an external problem with your connection. How is your voice line, any noise? Again in the Test socket, try dialling 1 digit and listen, you should hear nothing except a very quite hiss. Use a corded phone if possible as some cordless have noise cancelling and others create noise of their own.

      TomD


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    9. #8
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      Quote Originally Posted by Isitme View Post
      Now we can se that your internal setup is not effecting your connection. This means that there is an external problem with your connection. How is your voice line, any noise? Again in the Test socket, try dialling 1 digit and listen, you should hear nothing except a very quite hiss. Use a corded phone if possible as some cordless have noise cancelling and others create noise of their own.
      Unfortunately we don't have a corded phone. I heard only a very quite hiss like you described however.

    10. #9
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      All you can do now is call the Sky Help and tell them the problem, they should check your line and have it fixed. I would advise you to keep the router in the Test socket as they will normally ask you to do this. If you are not already in it, it can mean calling back again.

      Before you call, if you have extension sockets, can you check they have no dial tone with the faceplate removed.

      To be honest I think what has happened is that when you were disconnected your original connection to the exchange has been removed. When reconnected it has been plugged into another, possibly faulty, connection in the exchange. This is possible especially if your exchange is a busy one.

      TomD


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


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      Inssider 2/ TCPOptimiser /Test Socket

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





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      roast_beef (31-10-11)

    12. #10
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      Re: Internet cut off after late payment, massively slower speeds afterwards

      If the 'cut off' has been down to late payment, then it'll usually mean that the mac address of the router is just suspended, rather than physically unplugging from the port.

      Could be DLM has the line capped with high INP, so just a reprofile will sort that. As suggested, give Sky a call and see what they can do for you.

      Edit: Doubt that line will ever see 9-10mbps, though.

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