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    Broadband slow and connection drops - advice please

    This is a discussion on Broadband slow and connection drops - advice please within the Sky Broadband help forums, part of the Sky Broadband help and support category; I've been having problems with my Sky BB over the last few months and I'd be really grateful for help/advice. ...

    1. #1
      Jez2011's Avatar
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      Broadband slow and connection drops - advice please

      I've been having problems with my Sky BB over the last few months and I'd be really grateful for help/advice.

      We were Sky BB customers years ago, but left in 2011 when they refused to replace a faulty router unless we paid for it. We joined O2, which was fine. But then O2 got taken over by Sky and we ended up back as Sky BB customers!

      We were still using the old O2 Thompson router. Over the last few months we have had slow BB (about 2MB) and the connection dropping frequently. Numerous calls to Sky have ended up with us getting a new Sky router a few weeks ago (for free, save for a £6.95 delivery charge).

      Sky also did a line test and said that there was a fault - not at our property but outside. We were subsequently told that an engineer had looked into it (they never visited our house itself), but could not locate a fault.

      For the last few weeks, with the new router, our BB has been fine (speeds of up to 10MB - not great, but acceptable).

      Over the last few days, the problems are back - our BB connection often drops out and is slow (about 4 or 5MB).

      One other thing that may be relevant is that I think our phone line at home may be wired wrongly/badly: we do not seem to have a ‘master socket’ with a test plate - the only working phone socket just seems to be a regular one (but there does also seem to be a master socket which is completely dead).

      I want to get our BB working properly. If need be, we’d pay for an engineer to come and look at our wiring at home - not sure if this would be BT or Sky (we have a Sky phone line as well). I’d also consider changing BB suppliers if this would help - numerous calls and emails to Sky over the last few months have not resolved the issues.

      It is also seems to be an intermittent problem, but it is frustrating because the line seems capable of working normally. We are on Sky BB Unlimited and Sky's website suggests that I can expect speeds between 7 to 14 MB.

      Any help / ideas / thoughts appreciated.

      Here are our router stats:

      Broadband Link Downstream Upstream
      Connection Speed 4034 kbps 694 kbps
      Line Attenuation 36.5 dB 23.2 dB
      Noise Margin 6.6 dB 3.3 dB


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    3. #2
      Jez2011's Avatar
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      Re: Broadband slow and connection drops - advice please

      Also, I have just tried keying an eye on the Router Stats while I call my own number on the phone line:

      It went to:

      Broadband Link Downstream Upstream
      Connection Speed 0 kbps 0 kbps
      Line Attenuation 0 dB 0 dB
      Noise Margin 0 dB 0 dB

      ... and then after I put the phone down, a few moments later to:

      Broadband Link Downstream Upstream
      Connection Speed 7492 kbps 1005 kbps
      Line Attenuation 32.0 dB 19.0 dB
      Noise Margin 2.3 dB 1.1 dB

      ... and I tried to again, it dropped to all zero and is now:

      Broadband Link Downstream Upstream
      Connection Speed 10222 kbps 1300 kbps
      Line Attenuation 29.5 dB 16.8 dB
      Noise Margin 3.1 dB 3.3 dB

      What is going on?

    4. #3
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      Re: Broadband slow and connection drops - advice please

      definite noise problem if line attenuation changing that much either internal or master socket or possibly balance problem at socket or cabinet i would push for engineer visit in most cases sky would sent out sky engineer first now unless line test failing , if line test passes is passed up to CST who book engineers but check if same thing happens with a different telephone and have a spare filter when you call will speed up process

    5. #4
      Jez2011's Avatar
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      Re: Broadband slow and connection drops - advice please

      Quote Originally Posted by tenar View Post
      definite noise problem if line attenuation changing that much either internal or master socket or possibly balance problem at socket or cabinet i would push for engineer visit in most cases sky would sent out sky engineer first now unless line test failing , if line test passes is passed up to CST who book engineers but check if same thing happens with a different telephone and have a spare filter when you call will speed up process
      Thanks for this reply. I've already tried different micro filters and it makes no difference.

      I don't have a spare telephone, but will see if I can borrow one or buy a cheap one.

      My gut feeling is however that this is a problem with our telephone line itself.

      How can I get Sky to send an engineer? I have called Sky about 10 times over the last few months, and whilst some of the guys there try to me helpful, none have actually solved the issue.

      Does it need to be a Sky engineer or is it BT?

    6. #5
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      Re: Broadband slow and connection drops - advice please

      I don't know if this may be helpful to diagnose the issue, but here is a copy of the system logs over the last few hours:

      Jul 23 22:12:46 syslog: Line 0: ADSL link down
      Jul 23 22:12:47 syslog: Clear IP addresses. PPP connection DOWN.
      Jul 23 22:12:48 syslog: Line 0: xDSL G.994 training
      Jul 23 22:13:05 syslog: Line 0: ADSL G.992 started
      Jul 23 22:13:09 syslog: Line 0: ADSL G.992 channel analysis
      Jul 23 22:13:15 syslog: Line 0: ADSL G.992 message exchange
      Jul 23 22:13:16 syslog: Line 0: ADSL link up, Bearer 0, us=1304, ds=10218
      Jul 23 22:13:16 syslog: Line 0: ADSL link up, Bearer 1, us=0, ds=0
      Jul 23 22:13:22 syslog: PPP LCP UP.
      Jul 23 22:13:22 syslog: WAN link UP.
      Jul 23 22:13:22 syslog: Received valid IP address from server. Connection UP.
      Jul 23 22:13:26 syslog: Connection Up. SNO/MAC/IP/SWVER: [ ]
      Jul 23 22:13:26 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 23 22:13:26 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
      Jul 23 22:13:26 syslog: System time is up to date
      Jul 23 22:14:06 syslog: Line 0: ADSL link down
      Jul 23 22:14:07 syslog: Clear IP addresses. PPP connection DOWN.
      Jul 23 22:14:07 syslog: Line 0: xDSL G.994 training
      Jul 23 22:14:26 syslog: Line 0: ADSL link down
      Jul 23 22:14:53 syslog: Line 0: xDSL G.994 training
      Jul 23 22:15:10 syslog: Line 0: ADSL G.992 started
      Jul 23 22:15:14 syslog: Line 0: ADSL G.992 channel analysis
      Jul 23 22:15:21 syslog: Line 0: ADSL G.992 message exchange
      Jul 23 22:15:22 syslog: Line 0: ADSL link down
      Jul 23 22:15:23 syslog: Line 0: xDSL G.994 training
      Jul 23 22:15:40 syslog: Line 0: ADSL G.992 started
      Jul 23 22:15:44 syslog: Line 0: ADSL G.992 channel analysis
      Jul 23 22:15:51 syslog: Line 0: ADSL G.992 message exchange
      Jul 23 22:15:52 syslog: Line 0: ADSL link up, Bearer 0, us=1291, ds=10239
      Jul 23 22:15:52 syslog: Line 0: ADSL link up, Bearer 1, us=0, ds=0
      Jul 23 22:15:58 syslog: PPP LCP UP.
      Jul 23 22:15:58 syslog: WAN link UP.
      Jul 23 22:15:58 syslog: Received valid IP address from server. Connection UP.
      Jul 23 22:16:02 syslog: Connection Up. SNO/MAC/IP/SWVER: [ ]
      Jul 24 00:31:28 syslog: Clear IP addresses. PPP connection DOWN.
      Jul 24 00:43:07 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 00:45:04 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 00:46:47 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 00:48:56 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 00:50:47 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 00:53:12 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 00:55:12 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 00:56:52 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 00:58:48 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 01:00:57 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 01:03:00 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 01:04:56 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 01:07:17 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 01:09:15 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 01:11:06 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 01:13:16 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 01:15:41 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 01:17:49 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 01:19:32 syslog: Send out NTP request to ntp1.isp.sky.com
      Jul 24 01:21:16 syslog: Send out NTP request to ntp2.isp.sky.com
      Jul 24 01:21:39 syslog: PPP LCP UP.
      Jul 24 01:21:39 syslog: WAN link UP.
      Jul 24 01:21:39 syslog: Received valid IP address from server. Connection UP.
      Jul 24 01:21:41 syslog: Received NTP Sync Reply from ntp2.isp.sky.com
      Jul 24 01:21:41 syslog: System time is up to date
      Jul 24 01:21:40 syslog: Received NTP Sync Reply from ntp2.isp.sky.com
      Jul 24 01:21:42 syslog: Connection Up. SNO/MAC/IP/SWVER: [ ]

    7. #6
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      Re: Broadband slow and connection drops - advice please

      It would be worth trying to follow the telephone line cable into you house and to the socket you are using if you can find where it enters the house.
      Make sure there are no other cables coming from that socket going elsewhere to any extension sockets etc, if so disconnect the cable as extensions can
      cause problems even if there is nothing plugged in the other end.
      If it is a fault with the line, it is unlikely changing provider will help because they will all use the same line, apart that is from Virgin Media who use
      there own cables. Is it possible that the dead master socket you have is a disused Virgin Media socket??

    8. #7
      Jez2011's Avatar
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      Re: Broadband slow and connection drops - advice please

      Thanks Koala, I've had a good look around our house and, as far as I can tell:

      - the telephone line comes into our house from overhead wires;
      - the line enters the house through the wall in our front room and there is a small, slim junction box on the wall (no socket);
      - the only working socket in the house is also in the front room is just a regular socket (not a usual master socket ie no detachable face plate or test socket);
      - there is what looks like a usual BT master socket under our stairs, but this is completely dead - it has a BT logo on it, so don't think it could be Virgin.

      The wiring in the house was a bit dodgy when we bought the house. We had to get all the electrics re-wired, but never really thought about the phone line. There is some hiss/crackle on the phone line, but not enough to stop use using the phone.

      I hear what you are saying about changing providers.

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    10. #8
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      Re: Broadband slow and connection drops - advice please

      I would also say you have a fault on your line causing a fluctuation in the noise margin. You could do worse than run Routerstats Lite over a period on 24-48 hours. This will show if the noise is dropping so low it drops the connection. It is always good ammunition if you get an engineer out.

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      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

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      Re: Broadband slow and connection drops - advice please

      Hiss and crackle on the line may not stop you use the phone but is highly likely to upset the Broadband
      in the way of noise, so as other people have said it sounds like the line. That is assuming the problem isn't
      internal wiring.

    12. #10
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      Re: Broadband slow and connection drops - advice please

      Quote Originally Posted by Isitme View Post
      I would also say you have a fault on your line causing a fluctuation in the noise margin. You could do worse than run Routerstats Lite over a period on 24-48 hours. This will show if the noise is dropping so low it drops the connection. It is always good ammunition if you get an engineer out.

      Internet Software
      Thanks, but I've got a Mac - is there any similar software that runs on OSX?

     

     
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