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    Will level 3 support really call me back?

    This is a discussion on Will level 3 support really call me back? within the Sky Broadband help forums, part of the Sky Broadband help and support category; It is a bit weird having them wait while you are put through to tier 3. I'd be happy just ...

    1. #11
      tadunne's Avatar
      tadunne is offline Sky User Member
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      It is a bit weird having them wait while you are put through to tier 3. I'd be happy just to wait in another queue to be honest. Do the tier 1 people do anything else while we're on hold? (Go for a fag or cuppa?)

      Sky obviously have a lot of work to get their support working it just seems what tier 1 can do it not much really apart from what they have in their script. They need to train them up a bit more so they can do more.


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    3. #12
      a_bluebird's Avatar
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      Quote Originally Posted by lrostoke View Post
      Ordered: 27th Sept
      Migration: New BT line
      Product: MAX
      Router Arrived: 2nd Oct
      Connection Due: 6th Oct
      Actually Connected: 6th Oct
      Up sync speed: 764 kbps
      Down sync speed: 7645 kbps
      Distance from the exchange: ~2km

      From one of your previous posts, what synch are you expecting because those stats look pretty good ???
      The synch speed for MAX is upto 16mb not guaranteed 16mb !!!
      I'm on MAX and get between 2400 kbps - 3200kbps

      I agree the stats look good but the BT check shows I should achieve ~14Mb and whilst I appreciate that these are only forecasts Sky have said that my profile seems to incorrect - I suggest that it is throttled at 8Mb. I can get over 6Mb from some of the speedtest.net servers.

      I currently have the same performance as on my other Plusnet adsl line and my line used for Sky is dedicated with no other equipment connected. I accept that there are users with bigger problems that rightly should take priority for tier 3 support however if I can get better performance why shouldn't I push them to provide the MAX service they are being paid for?, I'm not just being greedy

    4. #13
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      Quote Originally Posted by promark View Post
      I wouldn't hold you're breath I have been waiting for 2 weeks tomorrow for a call back from Tier 3

      I phone every other day or so for an update they say they will e mail the Ops Leaders to chase it up, but still nothing

      And my problem sounds Identical to yours
      From what I could gather when talking to the support team members the sync stats are not unique figures to my connection but are identical to some other users and indicative of some configuration issue. Have you by any chance got exactly the same up/downstream sync figures as myself (see other post on this thread).

    5. #14
      a_bluebird's Avatar
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      Quote Originally Posted by tadunne View Post
      If you want to speak to Tier 3 you have to hold on. Don't accept a call back they simply won't call you back.

      You Just have to wait, they are much better then tier 1 and can actually help you!

      I think Tier 1 are just Sky support people who know nothing about computers thats not on their trouble shooting charts, tier 3 seem to be Easynet people (Well they have a different onhold music to sky) who actually know something.

      If you are on max and getting crappy speeds then you most likely have a crappy line, try and get moved down to the Mid package..
      That's what I am tring to establish, if this is all my line will support then I would prefer to pay them half for it. I am not bandwidth hungry but I just want an optimised service.

      Thanks to all for all the feedback, in principal I am pleased with the service but let's make sure that we get the best we can from them.

      I have experience of Easynet from work where we had their 4Mb surestream product for live feeds, good value for money at the time but we moved to BT Net 10Mb fibre circuits for reliability. I am interested to see how they perform with Sky as new owners but I do not expect anything near business level support.

    6. #15
      hugsie's Avatar
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      Ok what is your attenuation and have you tried the master socket?

    7. #16
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      I only have a master socket for this line with only the sky router connected.

      ADSL Link Downstream Upstream
      Connection Speed 7645 kbps 764 kbps
      Line Attenuation 32.5 db 18.5 db
      Noise Margin 14.4 db 13.0 db

    8. #17
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      I would say yes you should be able to sync a bit higher with that attenuation. my very confused router reports my attenuation at 40.5 or 46db . I can get 8600 on a good day, but usually around 8000

    9. #18
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      What's most interesting about my stats is that they have been static since day one (at least the sync rates have), I have not followed the attenuation closely as I have better things to do. Anyway I'll just keep at them, I suppose it's been a shock for Easynet engineers with the level of work resulting from the Sky product launch.

    10. #19
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      Attenuation should not change. I am just odd, at least my wiring is!

    11. #20
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