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    Broadband dropping

    This is a discussion on Broadband dropping within the Sky Broadband help forums, part of the Sky Broadband help and support category; hi, i was wondering if someone could help me, my sky broadband has been cutting off constantly on wired and ...

    1. #1
      marcusl89's Avatar
      marcusl89 is offline Sky User Member
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      Broadband dropping

      hi, i was wondering if someone could help me, my sky broadband has been cutting off constantly on wired and wireless which is getting quite annoying and i have lost alot of download speed, it started cutting out about a week ago. ive tried to contact the online adviser since it started but it is never available and ive sent emails but they havent bothered emailing me back. thanks


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    3. #2
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
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      Re: Broadband dropping

      To start with, could I ask you to post your current connection stats please:

      How To Get Your Sky Hub SR101 Router Statistics

      Next can I ask you to describe how your Sky Hub is connected to the telephone line (i.e. extensions, master socket, which ADSL lead, filters or filtered faceplate & how old is it/are they).

      Finally could you plug the router into the Test Socket (if you have one) and post the connection stats from there too.

      Sky User - How to test your Master Socket

      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
      marcusl89's Avatar
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      Re: Broadband dropping

      this is my stats: ROUTER STATISTICS

      System Up Time: 18:12:43
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN MER 156329 171132 0 2689 3150 13:03:40
      LAN Up 478948 292240 0 7561 1631 18:12:44
      WLAN Up 215082 195634 0 2657 621 1:00:35
      Broadband Link Downstream Upstream
      Connection Speed 10684 kbps 1023 kbps
      Line Attenuation 37.0 dB 22.5 dB
      Noise Margin 12.3 dB 10.2 dB
      my router is connected to a filter which sky gave me when they installed it, the faceplate isnt very old, i used to have roughly 14 mbps

    5. #4
      steelysteph's Avatar
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      Re: Broadband dropping

      Do the dropouts coincide with telephone usage in any way?

    6. #5
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      Re: Broadband dropping

      no i dont use my landline, the dropouts will just happen for no reason

    7. #6
      Isitme's Avatar
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      Re: Broadband dropping

      Can you also do as Scubbie asked and post your stats from the Test socket?

      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
      Scubbie's Avatar
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      Re: Broadband dropping

      Thank you.

      It is possible to see from those stats that your connection was reset 18 1/4 hours ago. This would indicate that it reset around 9.30 last night. The connection was reset around 3am which would be in line with a DLM reset.

      Have you been playing with the WiFi settings on the router? It looks like this was reset an hour ago.

      How long ago did you have the broadband installed?

      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

    9. The Following User Says Thank You to Scubbie For This Useful Post:

      marcusl89 (23-06-13)

    10. #8
      marcusl89's Avatar
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      Re: Broadband dropping

      i had to keep turning my router off last night as all the lights were green but there was no internet connection, no i havent touched the settings at all, ive had sky about a year now, i will post the stats from the test socket

      - - - Updated - - -

      from test socket:ROUTER STATISTICS

      System Up Time: 18:29:08
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN MER 269 253 0 3907 775 0:00:21
      LAN Up 494338 305823 0 32880 6669 18:29:08
      WLAN Up 216071 196073 0 131 27 1:16:59
      Broadband Link Downstream Upstream
      Connection Speed 15356 kbps 1023 kbps
      Line Attenuation 37.0 dB 22.5 dB
      Noise Margin 6.4 dB 10.3 dB

    11. #9
      Isitme's Avatar
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      Re: Broadband dropping

      Viola! the problem appears to be with the faceplate or your internal wiring. Buy fit and use a filtered faceplate. ADSL & vDSL Faceplates

      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.





    12. The Following User Says Thank You to Isitme For This Useful Post:

      marcusl89 (23-06-13)

    13. #10
      marcusl89's Avatar
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      Re: Broadband dropping

      thank you for helping me, so is it ok to use the test socket until i buy a new face plate tomorrow?

     

     
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