Sky to perform a spot of ADSL line management on some 300,000 lines

[naza911]

Originally Posted by Sc00by22

I think mine has finished and I'm not happy, Connection speed was 4500 kbps and was perfectly stable for months now its 3072 kbps

Well, most likely the DLM has capped your line, that is the most common problem with the DLM, so when calling them up thats what you will need to get sorted. The only people who can do that are customer solutions, and the only way to get through to them is going through tier 1, creating a ticket and getting passed on up. Tier 1 will do troubleshooting for your slow connection speed, based around the connection, just say that your connected to the master socket, and you have tried the test socket and you have changed the microfilters and basically make sure they cannot try and blame something else and you should be able to get through to CST. You may have to be quite firm with Tier 1 if they are from some international call centre, but CST usually will come to a UK call centre and they normally help you out quite well, and it helps to be quite polite there but still get your point accross.

[youravinalarrrf]

Originally Posted by naza911

At the end of the DLM they will not reverse any changes made by the DLM

Perhaps you would care to explain why not?

If this was truly a "trial" and not just Phase 1 of implementation then surely reconfiguring lines back to pre "trial" state for those users adversely affected would not be a problem?

Just so others are aware........be careful what you ask for.

After DLM I ended up with a capped connection of 3071/412 well below my normal stable connection speed. I complained and asked for my line to be reconfigured to pre DLM trial status. They didn't but did manually up my connection cap to 3584/412 still well below my normal speeds. Partial success you might think but silly me..... I told them I still wasn't happy and once again asked for my line to be reconfigured back to pre DLM status. Now it would appear that their latest idea of a jolly wheeeez is to cap me again at 2912/412 (the lowest I've ever seen). You utter.........

Nice one chaps! (any Anglo Saxon word beginning with b, c or f would have done but I couldn't think of one).

I am beginning to believe that NewsreadeR's earlier posting originally stating that there would be no opt out from DLM was the TRUTH. The hasty amendment forced on him by Sky stating that opting out was still under discussion appears to have been total CRAP!

Not once have I been provided with an explanation or apology for this and in the absence of any formal statement from Sky on this issue either by letter, email, on their website or on here and it would appear that I am now one of the many seriously considering taking our business elsewhere.

The fight goes on.............

[naza911]

Perhaps you would care to explain why not?

Well I have no idea, but I did put this question to them, they simply said that it just didn't happen.

Similarly when I rang them up I got exactly the same response that you did, they increased the line speed, but not to normal rates, half way up, then I rang again and again and then emailed them. Every time I did the reduced the cap, along with the upload speed. Its almost as if they are trying to bully me into not contacting them.

Well it ain't going to work, I will be submitting a formal complaint as I think its become quite a joke and I have tried to deal with them more than enough times, and the progress onto Ofcom's mercy.

[NewsreadeR]

Originally Posted by youravinalarrrf

I am beginning to believe that NewreadeR's earlier posting originally stating that there would be no opt out from DLM was the TRUTH. The hasty amendment forced on him by Sky stating that opting out was still under discussion appears to have been total CRAP!

We as a website, asked Sky about this nearly two weeks ago. It was made abundantly clear to me, that this is a trial. A trial in my eyes, means testing for future developments. Or in laymans terms, so it goes right in the future.

Whilst I accept most of what you have posted, Sky were obviously expecting that this trial would go without hitch. As our members who have had issues have quite rightfully proven, it hasn't.

The Opt Out, was sold to me as Sky were prepared to look at in the phone call that I received, although there was no present path to do so. In essence, maybe from the feedback that Sky have received from our members, has resulted in a rethink, or a change of stance, only Sky could give you those answers. I am now under the impression that there maybe an Opt Out, once they have actually sussed out or built into their equipment the chance of such.

I must contradict the statement, 'The hasty amendment forced on him by Sky' as this is simply not true. Sky have not ruled this out, they could have done, but haven't.

As for Sky forcing anything on us, in all due respect to Sky, they have never done so. We have broken so many stories, without their knowledge or approval, and we know for a fact that Sky are actively looking for the moles so to speak.

We will not and will never be told what we can or cannot print by Sky. Its quite simple in my eyes, Sky are guests to this site, not moderators, admins, or any type of owners. That's the beauty of this site, we are totally unofficial, self funding, and truly independent. The only exception that we would make to any of our postings, is if we were factually incorrect, or got a take down notice, for breaking confidentiality.

We have so much information forwarded onto us, you could not imagine. We check our sources, we double check, and then we triple check. Some information gets posted, other information discarded. Sky would be totally amazed at how much we do actually know about future plans, which actual departments we have friends or contacts in, and the fact that we have had TWO guided tours of Sky Towers, without them even knowing.

In fact we have a document in our possession which was sent to the CST staff regarding DLM, but in the interests of confidentiality we have not made this available. The last thing we want is to be sued etc We have however given some of the information out to our members / guests in the form of paraphrasing. Again feedback we have received is that this has upset Sky as well.

If Sky truly forced us to do or say anything, this site would die overnight. The fact we do and say what we please, the way that we allow people to say what they want, good or bad, is testament our commitment to be independent. The only thing that annoys us or forces us to remove stuff on here is people being disrespectful to other members / people, or attempts to bypass our swear filters. This has always being our basis of moderation. Apart from one small error of judgement, whereby we suppressed discussion on hacking of routers etc. This was quickly overturned, through listening to our members, not Sky.

Not once have I been provided with an explanation or apology for this and in the absence of any formal statement from Sky on this issue either by letter, email, on their website or on here and it would appear that I am now one of the many seriously considering taking our business elsewhere.

The fight goes on.............

Totally agree again, however I get the impression that Sky also agree that they maybe could have handled this DLM a totally different way. Last week we were told and we reported,

3) Once this does physically launch to everybody, Sky have told us that they will communicate through the forums to give as much help and guidance, to as many people as possible.

Sky have contacted us again yesterday, and we have already being working behind the scenes with a few SkyUser members, from the forums to help gain feedback for Sky to act on.

We have also been told that Sky will be posting on here, to help resolve the very issues you have posted, ie non communication, over the next few days. Something which last week, was not going to happen until Phase 2. Therefore the fact that Sky have brought things forward, to me, means that they have listened and accepted maybe they could have done more to give more information, in this stage of the trial.

Sky are re known for keeping their information, trials, developments, close to their chests. The Skoogle episode was a perfect example of this. But that doesn't mean they don't care or value their customers, it just means they handled it wrongly. Some of us who have been with Sky BB from day one, would not expect to see any difference in information being forthcoming. Its just the way they operate. In my eyes wrongly, but that's their way.

I would like to think that the impending announcement / information, is indeed as a result from our member's feedback and the issues that they have suffered from. It don't make it right for our members or guests to have to go through the mushroom phase. But.... Its a result for our members / visitors and any future customers of Sky Broadband. Through everyones' feedback on SkyUser, maybe it has helped to mould the future and bring better results for them.

[youravinalarrrf]

Originally Posted by NewsreadeR

I must contradict the statement, 'The hasty amendment forced on him by Sky' as this is simply not true.

Agreed not true......wrong choice of wording by me and I apologise.

I am sure you can appreciate the total frustration being experienced by users who had a perfectly stable connection before this "trial" began and have now been adversely affected.

Unfortunately it seems that these same customers are now also faced with a total brick wall with no apparent possibility of achieving a satisfactory resolution because Sky are simply refusing to communicate on this issue on any level at the moment!

[NewsreadeR]

I am sure you can appreciate the total frustration being experienced by users who had a perfectly stable connection before this "trial" began and have now been adversely affected.

Mate, we are on your side of the fence, of course we understand - hence the rather lapse moderation on those who have broken our rules (swearing etc etc). We totally understand that people are frustrated, annoyed, and so on.

As a website we are all about helping people on Sky BB and Sky products. There is a lot more we do behind the scenes rather than just posting. Sky have made an error, hopefully their forthcoming statement / post reflects that. As well as helping more people to gain more information about what DLM is and what it can do.

Unfortunately it seems that these same customers are now also faced with a total brick wall with no apparent possibility of achieving a satisfactory resolution because Sky are simply refusing to communicate on this issue on any level at the moment!

Again as my previous post, SkyUser have already approached the SkyUser 6* and asked them for details to be fed back, for Sky to interact with those people, in an effort to understand what is actually going on in their predicaments. It would definitely appear that Sky are taking steps to help rectify their wrong doings.


* Absolutely nothing to do with the Oceanic Six

[kgb3d]

I've just found this forum for the first time, having been a victim of 'DLM' and coming to Google to try to find out what's going on. This thread has been very helpful (far more so than Sky support have been).

Sky tell me that DLM was activated on my line yesterday morning. Since then, I have had no internet connection at all. Sky tell me that DLM should be transparent to the end user, so I wanted to check whether others are having the same experience as me.

What is happening for me is the router is not synchronising. The log says 'LCP is allowed to come up', I can see that the connection is established at 10237kbps (always), but then I get 'Loss of synchronisation' and the connection drops. This cycle has repeated every 20 seconds or so for 36 hours now.

Sky customer services tell me that this is an 'intermittent connection' and to be expected for the next 10 days - but in my mind it is no connection at all, after all at no time do I establish an IP connection. And I can't be without Internet for the next 10 days!

To be fair to Sky 3rd level support, they agreed today to cap me at 8mbps which at least gives me a stable connection for now. But as soon as DLM kicks in again I expect to lose my connection.

Is this others' experience too?

Many thanks for your help. Ain't the Internet a wonderful thing (when I can get on it...)

[Stumpy]

So far, despite suffering severe loss of signal and errors since the DLM started on my line (just over 10 days now), other than a few disconnections right at the beginning, I have been able to connect okay. Admittedly my speed is now running at 0.3-0.4 rather than 3.5-4Mb, and I do experience connection "glitches", the router itself hasn't been disconnecting.

[Simonejones]

First I would like to say abig thank you to everyone that has posted on thois thread and given advice, as without this I wouldn't have known what was going on/what to do for the best. My DLM finished on 20th June (started 4th June) I found this out be phoning this morning , I then asked if I go through to Customer Solns to have my speed increased to what it was before DLM, at first told 'no' it was at max it could support, which was 8191, I said it used to sync @ 15232 with no probs, then told my line culd only support 3 megs, I said yes on ADSL but I was in ADSL2+ and I had an email to say ring back to get increased once DLM finished, in the end he spoke to his supervisor who agreed to put me through to Customer Solns and gave me a ticket no, once through a very helpful & knowledgeable man sorte dout my speed straight away and we agreed he would cap the line @ 14998 as this was the best speed, noise margin and stability, I was perfectly happy with this as nearly the 15232 I used to achieve anyway, he also said it would always stay at this speed as he had actually capped it and it shouldn't be affected by any more DLM.

He also said that out of all of the people on the DLM trial over 92% has improved speeds/connections and for the trial they had picked the worst performing lines , worst speeds and people who had called the most with probs

So after DLM has ended you need to insist to have your speed increased and go through to Customer Solns

[googleme]

Originally Posted by Simonejones

So after DLM has ended you need to insist to have your speed increased and go through to Customer Solns

There should be no problems to get through to us, just remember though guys it is very busy in the evenings and you could have a long wait if you call then.