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    D/S link dropping but U/S staying up

    This is a discussion on D/S link dropping but U/S staying up within the Sky Broadband help forums, part of the Sky Broadband help and support category; Sky 3rd line called me at lunchtime and straight away we heard noise on the line. In addition the error ...

    1. #11
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      Re: D/S link dropping but U/S staying up

      Sky 3rd line called me at lunchtime and straight away we heard noise on the line. In addition the error count went stratospheric and my BB dropped mid call. From all the evidence it does seem that there is a copper fault so another BTO engineer visit is booked for tomorrow morning - hopefully this time he will move my connection onto a different copper pair.....


      Breath, holding, not.
      Scubbie likes this.


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    3. #12
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      Re: D/S link dropping but U/S staying up

      This will probably put the mockers on it, but I have been stable with a connection of 7912 / 1184 for the past 90 minutes!

    4. #13
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      Re: D/S link dropping but U/S staying up

      Quote Originally Posted by DavidJFirman View Post
      This will probably put the mockers on it, but I have been stable with a connection of 7912 / 1184 for the past 90 minutes!
      Yup, fell over almost immediately after I posted the above comment!

    5. #14
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      Re: D/S link dropping but U/S staying up

      If the line dropped when on the telephone, then I would mostly likely jump to the conclusion that there is a 'high resistance' fault.

      Basically this is BTO's technical term for a short in a connection somewhere.

      The fact that it was crackling though could indicate a broken wire as well, but I would still go for the short.

      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

    6. #15
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      Re: D/S link dropping but U/S staying up

      Hi Scubbie, you must be psychic!

      4th Engineer came this morning, found a copper fault between two junction boxes (voltage bleed to another conductor) so moved the circuit from one pair to another. PQ test passed (hurrah!)

      10 minutes later, both upstream and downstream fell over, then again, and again...... AAAARRRRGGHHHH!!!!!!


      So, it seems like the new pair is worse than the old - evidenced by the upstream SNR falling from 7.7 to 4.4 dB to 1.5dB - and is now all over the place with SNR ranging from 8.8 to 1.1dB.


      It looks like BTO will be coming back and laying new cable!

      As an interim "Gesture of Goodwill", Sky have reduced my line rental by 50%, which is the least that they can do - they did offer 12 months with no line rental but there is no way I will tie myself in to a 12 month contract with a service that is failing. I will be having a proper conversation with them re compensation when this fault is finally resolved - note the positive tone: "when" the fault goes away, not "if"!

    7. #16
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      Re: D/S link dropping but U/S staying up

      Quote Originally Posted by DavidJFirman View Post
      Hi Scubbie, you must be psychic!
      Some would say Psychotic

      It is a fault which occurs periodically and from what I have learnt the easiest way to identify it is when the broadband drops or disconnects when you answer the phone.

      Not knowing specifically what the last BTO Engineer did it would be hard to say where the problem is. Sadly they very rarely replace the cable.

      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

    8. #17
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      Re: D/S link dropping but U/S staying up

      Quote Originally Posted by Scubbie View Post
      Some would say Psychotic
      Now I *never* thought that..... [serious face]

      The distance between the two crimp junction boxes is about 10 yards, and both are in a communal garden so it's not a major job w.r.t. traffic disruption - but let's see what excuses BT come up with!

    9. #18
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      Re: D/S link dropping but U/S staying up

      Having spoken to Sky BB for the 3rd time today, a VIPER call has been booked for Monday morning. From what I have been told, these chaps will stay with the fault until it is rectified and the call will be kept open for a couple of days afterwards just to make sure.


      Questions....
      1. What he heck does VIPER stand for? (Got to love how big companies have loads of acronyms!)
      2. Has anyone had any experience of the VIPER process?
      3. Anyone else care to add anything?

    10. #19
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      Re: D/S link dropping but U/S staying up

      Not a term I'd heard previously, but googling it shows that it is a level of escalation with Openreach for fault/installation repairs.

      It still requires someone from BTO or one of their contractors to make a visit to where you live.

      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

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      D/S link dropping but U/S staying up

      A viper as Scubbie states is just another name for the type of call out and it will still involve and Openreach or sub contractor to fix it. Vipers can only be approved at level 3(CRT) customer support within sky although level 2(CST) can request this. Once it is escalated within Openreach as a viper then it has a higher priority on getting a resolution and should not be closed just on the assumption that it has been resolved.


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    12. The Following 2 Users Say Thank You to Hedgehog1979 For This Useful Post:

      DavidJFirman (28-04-14),Scubbie (25-04-14)

     

     
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