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    Problem with Sky Broadband Download Speed

    This is a discussion on Problem with Sky Broadband Download Speed within the Sky Broadband help forums, part of the Sky Broadband help and support category; I actually already have the router plugged into a Belkin power surge protector, but it does have the ability to ...

    1. #31
      fredmon's Avatar
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      Re: Problem with Sky Broadband Download Speed

      I actually already have the router plugged into a Belkin power surge protector, but it does have the ability to plug the RJ11 cable into it as long as plug the filter into the surge protector first, but not sure if this is the right thing to do.

      Might try a different surge protector to be sure it isn't a fault.

      If I did find that the noise margin improved would I need to get Sky to run the DLM again to see if it made any difference to the downstream or should it automatically adjust - I suspect the former, but would be good to confirm

      Thanks yet again for your comments.


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    3. #32
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      Re: Problem with Sky Broadband Download Speed

      It would be done automatically, but you might have to wait some time. If you can get an improvement it is better to call them and ask the to rerun DLM training.

      TomD


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    5. #33
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      Re: Problem with Sky Broadband Download Speed

      Hi,

      I ran an experiment with my router firstly plugged into the mains without the belkin surge protector and then with it plugged into the surge protector - the results were pretty similar in terms of the routerstats results with the noise margin around the 8-9db mark, but with occasional dips by about 2.5-3db.

      I have come to the conclusion (at least in my own head) that the problem is likely to be one of two thing: either I have a 'dirty' electricity supply, as you have suggested, or the problem is external.

      Since I had the engineer in to sort out the line the speed has definitely been better as more often than not I am getting 6mb (occasionally dropping down to 4mb) which is a lot better than I was getting before the problems began.

      I am considering purchasing a "Tacima 6-Way Mains Conditioner and Radio Frequency Interference Filter" from Amazon as I am hoping this would cover the possible 'dirty' electricity supply issue.

      I'm also going to give Sky a call tomorrow to see if I can get them to escalate the issue and look into it more seriously from an external point of view.

      As always, any comments you have would be much appreciated.

      Best Wishes.

    6. #34
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      Re: Problem with Sky Broadband Download Speed

      Have now finally got round to plugging the router into the test socket (a bit awkward to get to as it's behind my desk). Here are the stats when plugged directly into the test socket:

      Router Statistics
      System Up Time: 18:30:23
      Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
      WAN PPPoA 2604 3103 0 36371 56549 00:02:35
      LAN Up 250518 150603 0 81857 10360 18:30:23
      WLAN Up 206916 168809 0 1633 1346 18:29:57
      Broadband Link Downstream Upstream
      Connection Speed 6143 kbps 1261 kbps
      Line Attenuation 39.0 dB 22.2 dB
      Noise Margin 10.5 dB 3.3 dB
      I'm going to keep it plugged into the test socket for a while and keep monitoring to see if I get any drop-outs or fluctuations in noise margin. Noise margin still seems to be high in test socket.

      I'd be grateful for any comments.

    7. #35
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      Re: Problem with Sky Broadband Download Speed

      Slightly better, but the test will come when the noise margin either drops or stays stable. If it stays stable you know your problem.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

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      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





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    9. #36
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      Re: Problem with Sky Broadband Download Speed

      In a way, that's good because it confirms the line is capable of so much more.
      I suspect 10 - 11Mbps.

      It's obvious that it's currently capped at 6143kbps as that's what was showing in an earlier post HERE & also your 'upto 6.1Mbps' DLM report in mysky.
      In this case, any improvements made can only result in a high noise margin because that margin cannot be used up with more speed thanks to the cap.

      If over the next day or two the margin doesn't fluctuate significantly & you suffer no dropouts, this would indicate the problem is internal.
      On the other hand, if you've just been lucky to plug in at a time when the line is good & the problems do persist, this would indicate the issue is external & therefore sky's responsibility to rectify.

      See how it goes...

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    11. #37
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      Re: Problem with Sky Broadband Download Speed

      Thanks both,

      I think I now have my answer as the router connection has just dropped twice within the space of 10 minutes and current stats have changed to the following:

      Router Statistics
      System Up Time: 20:18:39
      Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
      WAN PPPoA 10964 10064 0 1885 3849 00:01:10
      LAN Up 271184 164748 0 58248 13822 20:18:39
      WLAN Up 234034 191311 0 1975 1325 20:18:13
      Broadband Link Downstream Upstream
      Connection Speed 4301 kbps 1243 kbps
      Line Attenuation 39.0 dB 22.2 dB
      Noise Margin 6.2 dB 3.3 dB
      So looks like I need to call Sky to persuade them it is in fact an external fault and hence their responsibility to rectify.

      Thanks again.

    12. #38
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      Re: Problem with Sky Broadband Download Speed

      Yes, definitely.

      If that^ just occurred whilst plugged into the test socket & you've already ruled out the possibility of a faulty microfilter, then you've basically done all of the troubleshooting that could be expected of a customer.

      Try not to be too disheartened when the advisor starts asking you to plug into the test socket etc...
      Just explain that you already have done & take it from there.

      From my own experience of dealing with an intermittent / hard to identify line fault, i do understand how frustrating it can be.

      All said & done though, i will say this...
      Once sky do conclude that action must be taken & decide to sink their teeth into something, believe me, they will bend over backwards & not let go until it's sorted.

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    14. #39
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      Re: Problem with Sky Broadband Download Speed

      Hi,

      Yes the fact that it is intermittent has made it annoying, but I'm a fairly patient person and I now feel that I can see a light at the end of the tunnel thanks to the help of everyone who has offered advice on this forum.

      I've just come off the phone to Sky who have escalated it to Openreach to run a "long running line test" which they have said will take between 24 and 72 hours to complete - Fingers crossed that the line doesn't start behaving itself during that period. Sky have said that once Openreach get back to them I will then get a call from the CST team who will advise the next steps.

      Thanks.
      gymno likes this.

    15. #40
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      Re: Problem with Sky Broadband Download Speed

      Well the "long running line test" by Openreach is a new one on me, but there you go.
      We learn something new every day.

      Sky used to have 3 defined levels of support.
      Tiers 2 & 3 were amalgamated approximately 18 months ago & became known as the Customer Solutions Team.

      CST are excellent.

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