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This is a discussion on Help! within the Sky Broadband help forums, part of the Sky Broadband help and support category; They will probably not install a new cable, they will simply use the spare pair on the incoming cable. It ...
- 09-09-13, 12:55 PM #11
They will probably not install a new cable, they will simply use the spare pair on the incoming cable. It is hard to see how installing another line is going to be cheaper and solve your problems. You will have to pay BT's high rental charges on the line, which added to the installation charge will be a lot more than trouble-shooting your line properly would be.
- 15-09-13, 07:22 PM #12
I'm at a complete loss here, literally the only thing I can do is get a engineer sent out to me which Sky will not do unless I'm willing to pay like £150 to get the stuff fixed (Assuming they actually find the issue) but because I'm not the bill payer I can't get them to send one out and the person who is the bill payer refuses to pay that much money cause he believes Sky is useless and won't fix it even though they are the ones who messed it up in the first place.
- 15-09-13, 07:34 PM #13
Can you post a picture as suggested by IsItme last week? If an engineer has hard-wired an extension to the test socket for your Sky STB you can get them back to do it right.
- 15-09-13, 09:36 PM #14
Is that what you mean? The little white box laying on the floor is the one that has the wire going to the Sky HD box, So it's not because of that I'd guess.
- 15-09-13, 11:30 PM #15
Have you tried ringing Sky and asking them to run a line test, if it's the same in the test socket it would indicate a problem outside of your house so it's up to Sky to get someone to fix it.
- 16-09-13, 11:25 AM #16
Can you post your stats from the test socket please. Remember you will not see an increase in speed but there may be an increase in the noise margin and possibly a decrease in the attenuation.
One of the common problems is having the Sky extension plugged in before the filter. The filter should be the first thing plugged in, then the Sky splitter plugged into it. This often happens because the splitter sometimes has a label on it saying 'Do not remove', ignore this label.
- 17-09-13, 09:10 PM #17
the splitter isn't even plugged in at the moment and half the time my connection turns off for a few hours and then comes back online for 10 mins at most and then goes back off for an hour or two whilst sometimes it will be stable, albeit slow, for a couple of hours.
I've yet to find an explanation for it and as I currently can't connect to the internet and being forced to use my phone tethered to my PC to type this up I can't actually get any stats as they'd all state 0 at the current time, but when the connection does come on it all looks fine and dandy - Just like the numbers in my original post except the speed is down to about 3100 Kbps down and 780 Kbps up.
- 18-09-13, 03:16 PM #18
If you are plugged into the test socket and still getting drop outs, then the problem is with your external line or the router.
Going back to your picture, I am assuming that the wires shown tucked up behind the plate are going to the extensions. Could you remove the plate and check that these wires are properly tied off and not touching the A or B terminals on the back of the plate. If they are, this could cause the problems you are having.
If you have a friend who could lend you a router, preferably a Sky one, that could rule out router failure.
- 20-09-13, 01:18 AM #19
This seems to be the last step in most troubleshooting if everything else has been checked.
I might not have explained this correctly in my previous post but the Sky advisor that books an Openreach visit for an internal problem where YOU get charged will get a lot of **** (sorry for swearing!). No-one will book the visit without making sure this isn't likely to happen, but Openreach require the statement about the charge to be read before any visit can be booked.
I had a 0.8Mb speed when my broadband got connected. I knew this was crap so I made sure the problem was outside the property by taking time to go through the troubleshooting and I did accept the statement. The Openreach engineer came out and found the problem was on the "drop-cable" (between the pole outside and my house), he replaced this and it was all fixed and there was no charge.
If the troubleshooting is done fully you shouldn't have anything to worry about.