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    Fibre Pro Unlimited Dropouts and Speed Drops.

    This is a discussion on Fibre Pro Unlimited Dropouts and Speed Drops. within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hey Sky Users, It's me again with another issue on my troublesome Sky line. I'm on Fibre Pro unlimited and ...

    1. #1
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Fibre Pro Unlimited Dropouts and Speed Drops.

      Hey Sky Users,

      It's me again with another issue on my troublesome Sky line.

      I'm on Fibre Pro unlimited and I've been getting a solid (we're talking hundreds, nearly thousands of hours uptime) 80/20 (79987/20000) since my Fibre install in January (I'm about 300m from the exchange and cabinet). But the last week or so my connection has been dropping over and over and it's started to drop my speeds as a result.

      This is my latest SR102 log (it only goes back that far because the SR102 rebooted itself for some reason):

      Code:
      Jan  1 00:00:11 syslog: BusyBox v1.17.2Jan  1 00:00:11 syslog: eth3 (Int switch port: 2) (Logical Port: 2) Link UP 100 mbps full duplex
      Jan  1 00:00:23 syslog: Line 0: xDSL G.994 training
      Jan  1 00:00:32 syslog: Line 0: VDSL G.993 started
      Jan  1 00:00:51 syslog: Line 0: VDSL2 link up, Bearer 0, us=20000, ds=74380
      Jan  1 00:00:58 syslog: ptm0.1 - WAN link UP.
      Jan  1 00:00:58 syslog: Received valid DHCP lease from server.  Connection UP.
      Jan  1 00:00:58 syslog: Connection Up. SNO/MAC/IP/SWVER: [A50214CB013317/C03E0F869DA4/87.81.1.83/2.88.1086.R]
      Jan  1 00:00:58 syslog: Send out NTP request to ntp1.isp.sky.com 
      Jan  1 00:00:58 syslog: Time has been set from ntp1.isp.sky.com
      Mar  7 16:15:08 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
      Mar  7 16:48:18 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 17:23:58 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 17:53:40 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 18:26:20 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 18:26:20 syslog: Send out NTP request to ntp1.isp.sky.com 
      Mar  7 18:26:20 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
      Mar  7 18:26:20 syslog: System time is up to date
      Mar  7 18:53:54 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 19:21:30 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 19:48:48 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 20:06:25 syslog: Line 0: VDSL2 link down
      Mar  7 20:06:27 syslog: Clear IP addresses. IP connection DOWN.
      Mar  7 20:06:27 syslog: Line 0: xDSL G.994 training
      Mar  7 20:06:36 syslog: Line 0: VDSL G.993 started
      Mar  7 20:06:55 syslog: Line 0: VDSL2 link up, Bearer 0, us=20000, ds=79987
      Mar  7 20:07:01 syslog: ptm0.1 - WAN link UP.
      Mar  7 20:07:01 syslog: Received valid DHCP lease from server.  Connection UP.
      Mar  7 20:07:02 syslog: Connection Up. SNO/MAC/IP/SWVER: [A50214CB013317/C03E0F869DA4/87.81.1.83/2.88.1086.R]
      Mar  7 20:07:25 syslog: Line 0: VDSL2 link down
      Mar  7 20:07:32 syslog: Clear IP addresses. IP connection DOWN.
      Mar  7 20:07:46 syslog: Line 0: xDSL G.994 training
      Mar  7 20:07:55 syslog: Line 0: VDSL G.993 started
      Mar  7 20:08:14 syslog: Line 0: VDSL2 link up, Bearer 0, us=20000, ds=79987
      Mar  7 20:08:20 syslog: ptm0.1 - WAN link UP.
      Mar  7 20:08:20 syslog: Received valid DHCP lease from server.  Connection UP.
      Mar  7 20:08:20 syslog: Connection Up. SNO/MAC/IP/SWVER: [A50214CB013317/C03E0F869DA4/87.81.1.83/2.88.1086.R]
      Mar  7 20:08:39 syslog: Line 0: VDSL2 link down
      Mar  7 20:08:40 syslog: Clear IP addresses. IP connection DOWN.
      Mar  7 20:08:40 syslog: Line 0: xDSL G.994 training
      Mar  7 20:08:50 syslog: Line 0: VDSL G.993 started
      Mar  7 20:09:09 syslog: Line 0: VDSL2 link up, Bearer 0, us=20000, ds=71866
      Mar  7 20:09:15 syslog: ptm0.1 - WAN link UP.
      Mar  7 20:09:15 syslog: Received valid DHCP lease from server.  Connection UP.
      Mar  7 20:09:15 syslog: Connection Up. SNO/MAC/IP/SWVER: [A50214CB013317/C03E0F869DA4/87.81.1.83/2.88.1086.R]
      Mar  7 20:33:46 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 20:33:46 syslog: Send out NTP request to ntp1.isp.sky.com 
      Mar  7 20:33:46 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
      Mar  7 20:33:46 syslog: System time is up to date
      Mar  7 21:04:01 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 21:38:47 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 22:08:12 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 22:33:06 syslog: Lease renewed 3600 ip 87.81.1.83 
      Mar  7 22:59:07 syslog: Send out NTP request to ntp1.isp.sky.com 
      Mar  7 22:59:07 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
      Mar  7 22:59:07 syslog: System time is up to date
      Mar  7 23:06:02 syslog: Lease renewed 3600 ip 87.81.1.83
      And my line stats:

      Code:
      Connection Speed    71866 kbps    20000 kbps
      Line Attenuation    14.0 dB    0.0 dB
      Noise Margin    7.9 dB    7.7 dB
      My noise margin has increased a tiny bit, up from ~6.7-7dB.

      Is it likely that this is another line fault (I had a horrendous one that lasted 4 months last year, it's on my profile if anyone fancies a read..) or could it be something like the SR102 dying (random reboots might point to this)?


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    3. #2
      marjohn56's Avatar
      marjohn56 is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Don't like the way your ds sync is swinging between 71 & 79 and back again, sadly, it could be line, modem or the card in the cab.
      --------------------------------------------------------
      Artificial Intelligence is no match for Natural Stupidity.
      --------------------------------------------------------

    4. #3
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Yeah I noticed that, very bizarre that it's trying to connect at 79 and being forced down.

      I'll give them a call tomorrow morning and see what they can do.

    5. #4
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Ok, so SKY were as useless as a chocolate teapot.

      The rep confirmed there is a fault between the cabinet and the property. They're sending an Engineer out but wouldn't say when. Then they said if said engineer needed access to the property he would report back to SKY who would contact me to book a date/time for the visit. As much as I explained that this would require two engineers on different days now because I wasn't just going to up and leave work when SKY called me, the rep could not understand that.

      The call ended with him giving me assurance that as a worst case scenario it will be fixed, or they'll know enough more to fix it, come Monday. So I'm calling back on Monday (because only one rep has ever managed to call me back when promised).

      As an aside, and I don't want to get all conspiracy theory on this, but I am an incredibly heavy user (easily 500GB+ a month), hence the FPU; running a Plex Server for a couple of family members (that always has at least one person streaming a 1080p film or TV show), hosting a game server (Arma 3) for a few mates, plus the normal streaming like Netflix, Spotify, YouTube, and Twitch. Is there ANY chance this is SKY trying to slow me down or convince me to leave their service?

    6. #5
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Is there ANY chance this is SKY trying to slow me down or convince me to leave their service?
      I would doubt that very much. However Sky's old T & Cs forbade the use of Sky Broadband to run a web server and stated that the service could be discontinued if they judged it was effecting other users. I don't know the present conditions.

      TomD


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


      Useful Utilites

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

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





    7. #6
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Quote Originally Posted by Isitme View Post
      I would doubt that very much. However Sky's old T & Cs forbade the use of Sky Broadband to run a web server and stated that the service could be discontinued if they judged it was effecting other users. I don't know the present conditions.
      Ah I did not know that. Oops. Most of my traffic is through a VPN anyway, so I doubt they would actually be able to see the traffic type / data packets but that's food for thought, thank you.

    8. #7
      lettice's Avatar
      lettice is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Quote Originally Posted by Isitme View Post
      I would doubt that very much. However Sky's old T & Cs forbade the use of Sky Broadband to run a web server and stated that the service could be discontinued if they judged it was effecting other users. I don't know the present conditions.
      Its not changed much in years, but the main points

      Using Sky Broadband
      (a)
      Sky Broadband is for private use by you and members of your household only. It must not be
      used for any activities not reasonably expected of someone using Sky Broadband for
      domestic purposes.
      (b)
      You will be registered as the primary user but you can nominate additional users provided they
      are members of your household and they consent. Any additional user must also provide a user
      name and password which must be different to yours.
      (c)
      You are responsible for the security and proper use of your username and password and you must
      not disclose either. You are also responsible for the security and proper use of each additional
      user’s username and password. You are also responsible for all activities that occur under these
      usernames and passwords. If you know or suspect that your username or password or any
      username or password of your additional users has been compromised, or you suspect or become
      aware of any other breach of security, you must tell us immediately. In these circumstances, you
      must also ensure that any such username or password is changed as soon as possible.
      (d)
      If we believe that there has been, or is likely to be, a breach of security of your username or
      password or of the username or password of any of your additional users, we may suspend such
      usernames and passwords and require that any or all of them are changed.
      (e)
      You and any additional user must not use any logos or trade marks of Sky, the Sky Group companies
      or Sky’s processors in any way which could damage or undermine the owner’s reputation.
      (f)
      We may require you to reimburse us for any reasonable and foreseeable losses, costs and
      expenses which we incur as a direct result of the misuse of Sky Broadband or your Wireless
      Router or other equipment provided by Sky or on its behalf for use in conjunction with Sky
      Broadband by you or anyone you have allowed to use Sky Broadband.
      (g)
      If your Line is disconnected for any reason, you will lose your connection to Sky Broadband and
      your line provider (if this isn’t Sky) may not automatically reinstate Sky Broadband after
      reinstating your Line. There may be a delay in being reconnected to Sky Broadband. If a
      re-connection fee is payable, we will tell you the amount of this fee before charging you. You will
      be charged for Sky Broadband throughout this period, unless the disconnection or delay in
      reconnection has been caused by us or our agents.
      (h)
      To protect our networks and maintain quality of service for all our users we can temporarily or
      permanently control or restrict your online activities via Sky Broadband where such activities
      may have a detrimental effect on other customers’ quality of service and it is reasonable for us
      to do so (e.g. sending “spam” Messages).
      (i)
      We may modify or temporarily suspend Sky Broadband, or part of it, to the extent necessary for
      us to carry out maintenance, technical repair, enhancement or emergency work. We will try to
      minimise the impact of this on your use of Sky Broadband and we will restore Sky Broadband to
      you as soon as we can. Where possible, we will notify you if this occurs between the hours of 6am
      and Midnight and is due to last for more than 1 hour.
      (j)
      If you wish to use a modem or any other equipment that we have not supplied to you in order to
      access Sky Broadband we cannot guarantee that ADSL Sky Broadband will work with these. You
      must not use a modem or any other equipment that we have not supplied to you in order to
      access Sky Fibre Broadband.
      (k)
      From time to time faults in the Sky Broadband service may occur. We try to resolve faults as soon
      as possible and ideally within five working days of receiving notice of the fault from you
      http://www.sky.com/shop/__PDF/Sky_Broadband_Talk_UK.pdf

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      kuplion (09-03-16)

    10. #8
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      Openreach attended my property, detected my line fault was at the pole, re-terminated the pair, replaced the VDSL faceplate with another Mk3 (just to be safe) and the connection is back up to full speed and my noise margin is back to where it was @ ~6dB.

    11. #9
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      I spoke too soon. I'm now getting dropouts that cycle for about 10-15 minutes at a time and my downstream is jumping all over the place along with my SNR. Time to make another call..

    12. #10
      kuplion's Avatar
      kuplion is offline Sky User Member
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      Re: Fibre Pro Unlimited Dropouts and Speed Drops.

      My connection has maintained a stable line now for 74 hours, at what point does it start training back up again to the full 80/20?

      Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
      WAN MER 436177274 510264891 101 3064292 13630304 74:04:07
      LAN Up 512625123 437270948 0 16092582 3158010 74:06:16
      WLAN Disable 0 0 0 0 0 00:00:00

      Broadband Link Downstream Upstream
      Connection Speed 67373 kbps 20000 kbps
      Line Attenuation 14.3 dB 0.0 dB
      Noise Margin 8.6 dB 10.10 dB

     

     
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