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    Should I believe Sky?

    This is a discussion on Should I believe Sky? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Following a line fault as diagnosed by Sky I have had a new junction box with an ADSL faceplate fitted ...

    1. #1
      Deathstar's Avatar
      Deathstar is offline Sky User Member
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      Should I believe Sky?

      Following a line fault as diagnosed by Sky I have had a new junction box with an ADSL faceplate fitted by BT and have been supplied with a Sky Hub, three weeks later my speed is down to 6.5 meg from 8.5 meg now that line testing has completed. Not satisfied with the drop in performance I spoke to Sky who were at pains to tell me that the 7611 that my line is syncing at was the most I could expect. Strange, I thought, given that my old Netgear DG834 synced consistently at 10235 for many years. They were unable to give me an explanation for that and have only offered to re-run line testing. Currently the Sky Hub is connected at 7611 with an attenuation of 42db down and 23.9db up. Noise margin is at 8.9db down and 13.3db up. If I don't get satisfaction from the first Sky person that I speak to how do I go about escalating my complaint? I had expected new equipment to have at least matched my old set up, advice please.

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    3. #2
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: Should I believe Sky?

      I also changed from the GT to the SR and found the speed exactly the same, with slightly more noise margin actually. With your attenuation you should get 8-9 Mb and you have enough spare noise margin to get you that. There is a chance that your noise margin is going down overnight and causing DLM to set your speed lower. Run Routerstats Lite for a couple of noights and see what is happening with your margin. If it stays level, call Sky and ask them to run DLM training again. If it shows a sharp drop during the night, see if you can find out what is causing it.
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