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    Slow broadband, help needed, 384kbps downstream

    This is a discussion on Slow broadband, help needed, 384kbps downstream within the Sky Broadband help forums, part of the Sky Broadband help and support category; I am looking for some assistance with my daughters painfully slow broadband. She has recently moved to her first house ...

    1. #1
      GCM's Avatar
      GCM
      GCM is offline Sky User Member
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      Slow broadband, help needed, 384kbps downstream

      I am looking for some assistance with my daughters painfully slow broadband.
      She has recently moved to her first house and is a new Sky Broadband customer.

      The house never had broadband connected previously and is supplied by an overhead cable.

      We replaced the faceplate in the NTE5 master socket with a new NTE2000 faceplate.

      The router supplied by Sky is a Sagem F@ST2504N.

      With the faceplate fitted and no phone or extension socket connected she cannot get connected to the internet at all.

      With a sky filter plugged into the master socket again on its own no phone or extension she gets the following

      Connection speed Downstream 384 kbps Upstream 606 kbps
      Line Attenuation Downstream 46.5db Upstream 26.7db
      Noise Margin Downstream 24.2db Upstream 15.0db

      I have swapped the NTE2000 faceplate with my own and it still does not work yet her faceplate works perfectly well at my own house.

      I would be grateful of any help.


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    3. #2
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
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      Re: Slow broadband, help needed, 384kbps downstream

      It sounds like you have done most of the work already.

      Just to confirm that you are using the short grey ADSL lead supplied with the router, then a friendly phone call to Sky will need to be made.

      Explain that significant improvements have been made and ask them to reconfigure the connection speed. Try to avoid letting them putting her line on "DLM" as it can be manually configured now.

      Once completed, she should be able to get 6mb to 7mb. There is currently lots of room in the Noise Margins to support this increase.

      Please be aware that not all Sky staff have access to the correct systems, so you may need to make two of three calls in order to find someone who does have access and the correct knowledge to do the work.

      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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    5. #3
      GCM's Avatar
      GCM
      GCM is offline Sky User Member
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      Re: Slow broadband, help needed, 384kbps downstream

      Thanks Scubbie

      BTW Yes we are using grey cable.

     

     

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