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    Poor connection - Sky connect - loses connection + buzz on line

    This is a discussion on Poor connection - Sky connect - loses connection + buzz on line within the Sky Broadband help forums, part of the Sky Broadband help and support category; I've recently moved out into a more rural location and have been here for 2 months. On moving in we ...

    1. #1
      munchkin's Avatar
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      Poor connection - Sky connect - loses connection + buzz on line

      I've recently moved out into a more rural location and have been here for 2 months. On moving in we stayed with VM on their national service and got our TV with Sky. Previously we had fibre optic BB and Tivo/phone with VM.

      After 3 weeks we cancelled the VM broadband because the connection was slow but it never dropped connection and we didn't notice a buzz on the line. BT engineer came out to install initially and then the VM tech came out. No improvement so.....

      We switched to Sky BB - BT engineer came out and fitted new master socket faceplate and new extension from behind the mastersocket to the opposite side of the room where the tv/xbox/dvd player are. We have had 3 visits each now from BT and Sky engineer but no resolution to these current symptoms......

      1 - Buzz on the other end of the phone line not audible at our end - engineer said it improved with the last visit but still there
      2 - Continually dropping of connection resulting in having to reboot the router (Sagemcom F@st2054n) some 30-40 times per day and it can take 4-5 goes at anytime to achieve connection
      3 - Not been able to play online gaming since getting rid of the VM line (have enabled Upnp now) but connection won't remain on long enough to play anything
      4 - Sky Anytime is virtually useless as we can't download anything

      Router Stats:

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 7214 8162 0 8 13 0:30:35
      LAN Down 0 0 0 0 0 0:31:20
      WLAN Up 19541 16806 0 9913 3124 0:30:58


      ADSL Link Downstream Upstream
      Connection Speed 4224 kbps 448 kbps
      Line Attenuation 54.5 dB 31.0 dB
      Noise Margin 6.2 dB 17.0 dB

      this is as good as the noise margin gets - it has never been higher than 6.3 and when the line is at it's worst it is in negative figures

      Tried 5 different ADSL filters and connecting different devices via hardline to router and into test socket and nothing improves.

      Checked with Sky today and the BT profiling has finished and they have referred me to the tech team for the 5th time - not impressed in the slightest and am considering going back to VM as it at least worked albeit slowly

      Currently got ping of 64ms, download of 1.95Mbps and upload of 0.33Mbps

      If anyone can help it would be greatly appreciated


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    3. #2
      munchkin's Avatar
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Just lost connection and took 5 reboots to get back on

      this is what the router stats were after lost connection

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 25026 29600 0 300 430 0:58:04
      LAN Down 0 0 0 0 0 0:58:49
      WLAN Up 43956 37241 0 7150 1032 0:58:27
      ADSL Link Downstream Upstream
      Connection Speed 4224 kbps 448 kbps
      Line Attenuation 54.5 dB 31.0 dB
      Noise Margin -1.8 dB 17.0 dB

    4. #3
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Without reading through everything else, plug a corded telephone into the Test or Master Socket, with nothing else connected. If you still hear a buzz on the line, then call Sky as you have a line fault and this needs to be fixed. Once this is done you should be able to get someone to address your connection speed.

      A line fault will often be responsible for broadband connection issues.

      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

    5. #4
      munchkin's Avatar
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Yes there is still a buzz on the other end of the line but BT have already been out 3 times for this!

    6. #5
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Obviously the BTO Engineer/s have not resolved the problem. Until the source is identified your connection will never be good.

      I'd suggest that you make some friendly calls to Sky in order to get someone to fix it.

      Unfortunately this is something that BTO has to fix on behalf of Sky.

      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

    7. #6
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Yes there is still a buzz on the other end of the line
      Have you tried another handset?

      We would never recommend Connect to anyone, it is a very poor package at the best of times.

      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.





    8. #7
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Yes we've tried 3 other handsets now

      We haven't got a lot of choice as most of the broadband providers don't offer anything in our area so it's VM or this - which at the moment is almost useless?!?

    9. #8
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      I think you will find that many other ISPs offer a rebadged version of BT's ADSLMax, in the same way Sky offer Connect. Leaders among these are probably Plusnet or ADSL24, who might be worth a look.

      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.





    10. #9
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      I tried to post this reply last night but after rebooting 11 times I'd had enough

      Sky are trying a re-profile today but I still have a variable buzz on the line!?!?

    11. #10
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      Re: Poor connection - Sky connect - loses connection + buzz on line

      Call your line rental provider and get them to get Openreach out again for that buzz that you're hearing.

     

     
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