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    New connection unusable

    This is a discussion on New connection unusable within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi everyone, Just wondering if anyone on here has any advice before I call Sky in the morning. I had ...

    1. #1
      scottydee's Avatar
      scottydee is offline Sky User Member
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      New connection unusable

      Hi everyone,

      Just wondering if anyone on here has any advice before I call Sky in the morning.

      I had my new phone line installed today by the Openreach enginner, who told me to wait 12 hours before connecting the router. As he asked I did so. The router seems to connect OK but I am unable to browse any website with any stability.

      Stats are:

      ADSL Link Downstream Upstream
      Connection Speed 4095 kbps 606 kbps
      Line Attenuation 34.5 dB 20.7 dB
      Noise Margin 8.7 dB 16.2 dB

      Also did a traceroute to bbc.co.uk:

      Tracing route to bbc.co.uk [212.58.241.131]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms SkyRouter.Home [192.168.0.1]
      2 38 ms 41 ms 39 ms 176.24.75.190
      3 38 ms 38 ms * 10.245.132.49
      4 * 59 ms 58 ms ip-84-38-37-144.easynet.co.uk [84.38.37.144]
      5 54 ms 54 ms * 212.58.238.189
      6 * * * Request timed out.
      7 55 ms 54 ms 54 ms ae1.er01.rbsov.bbc.co.uk [132.185.254.46]
      8 55 ms 54 ms 54 ms 132.185.254.142
      9 54 ms 55 ms 55 ms bbc.co.uk [212.58.241.131]

      Trace complete.

      I understand the stats being so low as DLM will only have just begun, does anyone have any idea what speed I should be getting once that has finished and why the connection is currently unusable?

      Many thanks in advance,

      Scott


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    3. #2
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
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      Re: New connection unusable

      If by "unusable" you mean that the ping is slow and the connection speed is poor, this is normal for a freshly connected line.

      Once DLM kicks in things will improve.

      Provided that everything goes well you should expect between 10-12mb for your connection speed with that Line Attenuation.

      In the mean time make sure that you get the best from you connection by using the Master Socket and fitting a filtered faceplate if you have any extensions.

      SkyUser - Potential ADSL2 Line Speed Checker & Calculator

      Sky User - How to test your Master Socket

      Sky User - Which ADSL Faceplate Filter?

      ::. Kitz - Improve your adsl connection speed .::

      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

    4. #3
      scottydee's Avatar
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      Re: New connection unusable

      Thanks very much for a speedy response!

      By unusable I mean I can't fully load any web page, wired or wireless on my laptop or my Mac using Chrome and Safari. It's not just slow it just eventually times out.

      I'm posting this to you with my 3g connection.

      Scott

      PS, already using master socket and I've tried it in the test socket too.

    5. #4
      Scubbie's Avatar
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      Re: New connection unusable

      In this case, go through the links in my last post and see if anything can improve things for you.

      At this stage the signs you are looking for are keep the connection speed at around 4095/606, but to either decrease the Line Attenuation or increase the Noise Margin or both.

      If you can get anything to improve, post your stats.

      Another possible issue is noise on your line. Could you perform a quiet line test with a corded telephone please? To do this, dial '1' and listen carefully to see if there is any crackling or loud hissing on the line. It is acceptable to here a small amount of hiss, particularly if it sounds like a high-pitched fax machine.

      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. #5
      scottydee's Avatar
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      Re: New connection unusable

      Quick update on this one.

      Got hold of a corded phone, no apparent noise on the line. Tried ringing Sky which was not much use at all, fair play to the guy he tried his best. Said chances are the router is faulty and he'll get someone to ring me "within 72 hours" regarding a replacement being sent out.

      He did a line test and checked all my levels said they were OK, he cancelled DLM and set it at 8095/606 - no idea why.

      I suppose I can only hope that the new router is the solution

    7. #6
      Scubbie's Avatar
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      Re: New connection unusable

      Hmmm... Keep an eye on things. It is always possible that a router could be playing up, but more often it can be traced to a line issue.

      In the mean time, you may wish to consider fitting a filtered faceplate. If you have any hardwired extensions, these are definitely a lot better than the microfilters that ISPs, including Sky, supply with new routers.

      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. #7
      scottydee's Avatar
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      Re: New connection unusable

      Thanks for the advice on the faceplate I've ordered one

      In the meantime I've borrowed a friend's old ADSL router (non sky) as he's moved to cable which I can't get.

      I can get online with this but was just wondering whether DLM will still work with a 3rd party router to get me the best speed possible or does it have to be a Sky one for this?

      Thanks again

      Scott

    9. #8
      Scubbie's Avatar
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      Re: New connection unusable

      So long as an ADSL router is connected, all should be well if it has been set up correctly. It doesn't even need to connect to the servers in order for DLM to check the line.

      When I first joined Sky I didn't have a Sky router, but connected my own Netgear DGN2000 during the DLM process until I had it. Where upon I extracted the details and continued to use my own.

      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. #9
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      Re: New connection unusable

      already using master socket and I've tried it in the test socket too.
      Can you plug into the Test socket and post your stats from there? Use only the ADSL cable supplied by Sky to connect to the Test socket, do not use a phone extension.

      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.





     

     

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