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    Do SKY support read or know their own help & support advice.

    This is a discussion on Do SKY support read or know their own help & support advice. within the Sky Broadband help forums, part of the Sky Broadband help and support category; The 416 in the upstream makes me think you are being capped. There was an issue about this years ago. ...

    1. #21
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      Re: Do SKY support read or know their own help & support advice.

      The 416 in the upstream makes me think you are being capped. There was an issue about this years ago.

      Are you on MAX and been capped at 416 Up ?




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    3. #22
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      Re: Do SKY support read or know their own help & support advice.

      Thanks Newreader, Well I took deep breath and phoned support, Pleasent suprise to speak to a UK based tech, anyways 5mins and a quick chat with her manager, its back, I wont hold the breathjust yet, but I'm pleased
      ADSL Link Downstream Upstream
      Connection Speed 7514 kbps 767 kbps
      Line Attenuation 46.0 dB 27.3 dB
      Noise Margin 6.9 dB 15.9 dB

    4. #23
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      Re: Do SKY support read or know their own help & support advice.

      Well my previous stats have remained which is good. However the intermittent fault fix has moved from end of April to End of May which means silly pings and huge slowdowns at intermittent intervals rendering it useless at intermittent times, the only thing that is not intermittent about Sky broadband, I know I will have a intermittent service for another month (s) at the very least, so at least they can be consistence with intermittent service .

      Anyone looking for a new ISP think carefully before coming to SKY unlimited bandwidth is only good for one type of user. I'm now on 21 days of line training. Must say it’s down in my league as awful like full VM, next to useless.



      Testing on your (INTERMITTENT) broadband connection began on 07/04/2012 and will be completed within 10 days.

    5. #24
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      Re: Do SKY support read or know their own help & support advice.

      Call customer services and ask why it is taking so long to repair your line.

      If it is because they need to get a BTO specialist, then the delay is not Sky's fault and will be the same with all ISPs.

      If a Sky specialist needs to visit, again find out why such a long delay.

      Stay calm and you should be provided with an answer, but be careful not to take any BS answer. If this starts to happen ask if you can speak to someone who actually can find out what is happening.

      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. #25
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      Re: Do SKY support read or know their own help & support advice.

      O dear I'm near to tears, well actually I'm in tears,with the whole saga I finally managed to get them to let me talk to someone who may no whats going on, although I have to wait for 72hrs for a call back

      On another note I have date for what might be a fix on the 17th May as I will be moving over to Skys New Network with a short loss of service, this was by letter and dated the 26th April I received it today, its normally quicker by email, perhaps they do understand my broadband



      I suppose I should check out what this means fully, could it be worse,apart from never getting connection again, I think head in the sand will suit me .

    7. #26
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      Re: Better the Devil I know or not.

      Would I be correct in thinking, that my current connection is shared LLU (Shared Metallic Path Facility), as from 17 th May I will be moved to full LLU (Metallic Path Facility), with Sky. Therefore no longer piggybacking off BT and as a result of this would this be a better broadband service. Not so worried about speed as whole however I would like to think it could have lower pings and steadier delivery of speed rather than 700kbps to 6.6mbps that I currently recieve?

    8. #27
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      Re: Do SKY support read or know their own help & support advice.

      Would I be correct in thinking, that my current connection is shared LLU (Shared Metallic Path Facility), as from 17 th May I will be moved to full LLU (Metallic Path Facility), with Sky. Therefore no longer piggybacking off BT
      Yes.

      as a result of this would this be a better broadband service.
      Sky claim that it will, but that is debatable. Many find they loose some speed when moving to SVBN. I personally lost a few ks download, but gained about 100k upload.

      How your line will perform depends on where the problem is. If it is the card you are plugged into in the exchange at the moment is faulty, which is not unknown, then it will probably improve. Anything else and it probably wont.

      TomD


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    9. #28
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      Re: Do SKY support read or know their own help & support advice.

      Well I'm yet to reply to them after phoning them about this intermittent fault at the exchange, i had text from them with a number to call different support that I cannot find on their help pages, I will phone them with regards to this "intermittent" fault tomorrow. I just have the feeling they will refer too "New improved network for Sky Broadband and Sky Talk" letter I had Monday.

      The fault is defiently not my end, I dont believe its from me to the exchange, though i doubt this would ever be checked as SKY are not known to have Openreach out on such matters. I dont believe its the exchange as such, just to many of us using it. Router stats, eratic speeds and yo-yo pings suggest this.

    10. #29
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      Re: Do SKY support read or know their own help & support advice.

      Unfortunately, if your exchange is listed on the servicestatus with a resolution date, then there's not much Sky can do on the phone bar crediting you for the month(s) that the issue has been ongoing and reassuring that the backhaul issue is being dealt with.

    11. #30
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      Re: Do SKY support read or know their own help & support advice.

      I plucked up the courage to phone, although they had no record neither could they get any current status of the Intermittent fault at the exchange, They arranged OpenReach to come out, although I felt this was pointless( sardine exchange), they went ahead and booked. Got call this am, from a higher level, they agreed, cancelled Openreach and agreed on tinned sardine theroy this might be better once they move me over , finally some agreement between us! Although I was left with problem. So I dusted my Billion off, got my password/username/ forced PPoA, and dropped ADSL2+, pings have dropped, lost bit of speed though, so far a better experience.

      Operational Mode G.DMT
      Upstream 768
      Downstream 6656
      SNR Margin(Upstream) 14.0
      SNR Margin(Downstream) 7.4
      Line Attenuation(Upstream) 28.0
      Line Attenuation(Downstream) 44.0

     

     
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