Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 5 123 ... LastLast
    Results 1 to 10 of 43
    Like Tree1Likes

    Given up on Sky support, please help?

    This is a discussion on Given up on Sky support, please help? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi guys, have been through the script with Sky Customer Services 4 times now, they don't seem bothered about helping ...

    1. #1
      spunko2010's Avatar
      spunko2010 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited Pro
      Router: SR102
      Sky TV: Sky+HD box
      Join Date
      Jun 2012
      Location
      Aberdeen
      Posts
      21
      Thanks
      6
      Thanked 0 Times in 0 Posts

      Given up on Sky support, please help?

      Hi guys, have been through the script with Sky Customer Services 4 times now, they don't seem bothered about helping me beyond the usual 'reset your router' nonsense. I have really slow connection speeds, and have had them since I started with Sky over a month ago. Have removed everything else from the line, plugged into the master socket directly etc etc, nothing seems to work. Starts off quite slow then drops out altogether.

      Anyway... OpenReach have been out twice, "couldn't find anything, it's Sky limiting your connection speed" ... Speedtest.net shows I am getting 2-3 MB/s but Google.com can take up to 5 seconds to load the homepage. Thought maybe it was a DNS issue?

      I am using Sagemcom F@ST2504n. All lights are green, except for when the connection drops the Wireless icon goes to Orange for a a few minutes then it comes back on.

      Can someone please provide me with some pointers?



    2. Advertisement
    3. #2
      Scubbie's Avatar
      Scubbie is online now Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
      Join Date
      Mar 2010
      Location
      Near Portsmouth
      Posts
      27,906
      Thanks
      812
      Thanked 2,195 Times in 2,065 Posts

      Re: Given up on Sky support, please help?

      First of all could you post your router's connection stats please?

      How to get your router statistics - Sky User - The unofficial support forum for everything Sky!

      Also are you using the short grey ADSL lead supplied with the router?

      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
      146Kg's Avatar
      146Kg is offline Sky User Member
      Exchange:
      Broadband ISP: Other ISP
      Router:
      Sky TV: Other
      Join Date
      Jan 2012
      Posts
      167
      Thanks
      2
      Thanked 5 Times in 5 Posts

      Re: Given up on Sky support, please help?

      Quote Originally Posted by spunko2010 View Post
      Hi guys, have been through the script with Sky Customer Services 4 times now, they don't seem bothered about helping me beyond the usual 'reset your router' nonsense. I have really slow connection speeds, and have had them since I started with Sky over a month ago. Have removed everything else from the line, plugged into the master socket directly etc etc, nothing seems to work. Starts off quite slow then drops out altogether.

      Anyway... OpenReach have been out twice, "couldn't find anything, it's Sky limiting your connection speed" ... Speedtest.net shows I am getting 2-3 MB/s but Google.com can take up to 5 seconds to load the homepage. Thought maybe it was a DNS issue?

      I am using Sagemcom F@ST2504n. All lights are green, except for when the connection drops the Wireless icon goes to Orange for a a few minutes then it comes back on.

      Can someone please provide me with some pointers?

      You may have an intermittently noisy line, I've had this. The next time you lose the connection, rush to a telephone and press a key to clear the dial tone and listen for crackles or other noise. Some noise = slow connections, lots of noise = drop outs. It is spooky how mine was always quite after reporting it only to get noisy weeks later. Routerstats lite is useful in diagnosing a noisy line.

    5. #4
      amalkin93's Avatar
      amalkin93 is offline Sky User Member
      Exchange: Holmfirth
      Broadband ISP: Sky Fibre Unlimited
      Router: Sagem F@ST 2504n
      Sky TV: Sky+ HD
      Join Date
      Feb 2011
      Posts
      69
      Thanks
      14
      Thanked 0 Times in 0 Posts

      Re: Given up on Sky support, please help?

      Quote Originally Posted by spunko2010 View Post
      Hi guys, have been through the script with Sky Customer Services 4 times now, they don't seem bothered about helping me beyond the usual 'reset your router' nonsense. I have really slow connection speeds, and have had them since I started with Sky over a month ago. Have removed everything else from the line, plugged into the master socket directly etc etc, nothing seems to work. Starts off quite slow then drops out altogether.

      Anyway... OpenReach have been out twice, "couldn't find anything, it's Sky limiting your connection speed" ... Speedtest.net shows I am getting 2-3 MB/s but Google.com can take up to 5 seconds to load the homepage. Thought maybe it was a DNS issue?

      I am using Sagemcom F@ST2504n. All lights are green, except for when the connection drops the Wireless icon goes to Orange for a a few minutes then it comes back on.

      Can someone please provide me with some pointers?

      Which support number are you using? The standard one or a the CST one?

    6. #5
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
      Exchange: LWWIL
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Now TV
      Join Date
      Apr 2007
      Location
      London
      Posts
      9,374
      Thanks
      3
      Thanked 122 Times in 121 Posts

      Re: Given up on Sky support, please help?

      There isn't a direct line to CST (if you DO have one do not give it out as it's not for public access)
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    7. #6
      amalkin93's Avatar
      amalkin93 is offline Sky User Member
      Exchange: Holmfirth
      Broadband ISP: Sky Fibre Unlimited
      Router: Sagem F@ST 2504n
      Sky TV: Sky+ HD
      Join Date
      Feb 2011
      Posts
      69
      Thanks
      14
      Thanked 0 Times in 0 Posts

      Re: Given up on Sky support, please help?

      Quote Originally Posted by IWasNotTheEnemy View Post
      There isn't a direct line to CST (if you DO have one do not give it out as it's not for public access)
      There is a direct number for CST, I have it, but im not going to give it out if you say so.

      There are separate numbers for CST, Executive and Network support.

    8. #7
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
      Exchange: LWWIL
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Now TV
      Join Date
      Apr 2007
      Location
      London
      Posts
      9,374
      Thanks
      3
      Thanked 122 Times in 121 Posts

      Re: Given up on Sky support, please help?

      The whole point of Sky support is to go through Tier 1 and, if required, be passed to CST. The CST number is not public but do exist so it's in your best interest not to share it as, if made public, it'll get cut off. Same goes for the other numbers
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    9. #8
      tenar's Avatar
      tenar is offline Sky User Member
      Exchange: Newcastle NINE
      Broadband ISP: sky fibre max
      Router: Sky Q Hub ER110
      Sky TV: none
      Join Date
      Mar 2009
      Location
      newcastle co down
      Posts
      415
      Thanks
      0
      Thanked 41 Times in 39 Posts

      Re: Given up on Sky support, please help?

      does your router show different speeds or stats if not you could be suffering wireless interference possibly from shared channels or router and phone being close together as you say wireless light going orange ? but does not turn orange so must be Internet light

    10. #9
      spunko2010's Avatar
      spunko2010 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited Pro
      Router: SR102
      Sky TV: Sky+HD box
      Join Date
      Jun 2012
      Location
      Aberdeen
      Posts
      21
      Thanks
      6
      Thanked 0 Times in 0 Posts

      Re: Given up on Sky support, please help?

      So as of right now, the internet is quite fast. I am not sure why? I haven't changed anything, and nobody has been out.

      If you'd be so kind as to PM me the 'special' number you have I'd be forever grateful. I have spoken to some sort of 'executive' once before but all he kept saying was how tired he was, if I liked Red Bull, etc. Needless to say I wasn't impressed

      Router Statistics

      System Up Time: 169:24:13
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 663996 842558 0 5750 25597 136:43:56
      LAN Down 0 0 0 0 0 169:24:13
      WLAN Up 1541643 1175166 0 30551 3399 169:23:51
      ADSL Link Downstream Upstream
      Connection Speed 2592 kbps 448 kbps
      Line Attenuation 47.5 dB 25.5 dB
      Noise Margin 9.4 dB 19.0 dB
      Poll Interval: (secs, at least 3s)

      The connection rate seems to vary between 1.5MB and 3.2MB/s every time I disconnect and reconnect it changes.

    11. #10
      spunko2010's Avatar
      spunko2010 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited Pro
      Router: SR102
      Sky TV: Sky+HD box
      Join Date
      Jun 2012
      Location
      Aberdeen
      Posts
      21
      Thanks
      6
      Thanked 0 Times in 0 Posts

      Re: Given up on Sky support, please help?

      Spoke too soon... Still slow and timing out.

     

     
    Page 1 of 5 123 ... LastLast

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION