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

[Cycobac]

had a a Stable connection since dlm kicked, following where sync details

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 169680 308371 0 236 6526 18:09:26
LAN 100M/Full 274899 142391 0 4373 135 24:52:28
WLAN 11M/54M 279454 185725 0 3821 299 24:52:14
ADSL Link Downstream Upstream
Connection Speed 5238 kbps 412 kbps
Line Attenuation 50 db 15 db
Noise Margin 7 db 19 db

however today sync had dropped to under 4000kbps, noise margin was between 10-15. phoned sky, got transferred to CST, who said DLM shouldnt have switched me to adsl/2 as its only for MAX package customers, IS this True? and would change me to normal adsl?
He then said he would cap me line to 4000kbps as thats all me line can handle. I then said my noise margin was 15db so my line could support more. I read on the Sky user forums that it should be above 6 for stable connections.
I demanded that my line be put back on adsl/2 and that i didnt want any caps on the line, he said he would do that, however if connection was unstable it wasnt his fault. told him if ur DLM process switched me over to ADSL/2 then i belive it should stay.

Couple of question is ADSL/2 better for me line or Normal ADSL?
He said he Had also Switched off DLM on my line? can they do that ?

my stats at moment are

System Up Time: 49:13:35

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 3745 4667 0 429 2534 00:32:29
LAN 100M/Full 278899 142391 0 2213 68 49:13:31
WLAN 11M/54M 483203 332081 0 3209 279 49:13:17
ADSL Link Downstream Upstream
Connection Speed 4893 kbps 412 kbps
Line Attenuation 50 db 15 db
Noise Margin 8 db 19 db

Thank you Cyco.

[PaulSky]

Aye ADSL+2 only works over a set speed so only Max package users will need it. Switching it to ADSL+2 will only cause your issues with the connection stability to get worst a lot of the time.

[Cycobac]

thank you for ur reply paul,
to question re:ADSL/2

should i ask them to switch me back to normal adsl?
i have better snr margins on adsl/2 however attenuation has increased from 48 to 50?

or should i just leave it as it for now?

[stocki]

During the several months after joining Sky Broadband (mid) my connection has been quite stable (as it was with BTmax on IDNet before that). Maximum WAN up-time of several few days. Downstream sync 5000-6000kbps, attn 47dB, SNR 8dB.

2 days ago I noticed the connection had slowed down. Sync 3069kbps, SNR 18dB.
Not knowing what was happening, I rebooted the router - no change to sync speed (seemed strange). I contacted Sky cst who told me DLM was running but couldn't tell me when it started and I should wait for it to finish then call back if my speed hadn't returned to normal.

Yesterday I checked the connection speed. Sync 379kbps, SNR 31dB. Speed down to 7% of 'usual'. Surely this has to be wrong?

Assuming DLM is still running, anyone know if my sync speed is likely to increase? There's plenty of SNR headroom.

[PaulSky]

Ring them back, T1 should now be able to carry out troubleshooting as normal with you for escalation.

[stocki]

Thanks Paul.
What's the best time of day (or night) to ring them?

[PaulSky]

Ring any time, it's normally a bit busier in the early evening for obvious reasons (people getting home etc) but queue wise for CST late evening is normally good but either way you should be able to get a ticket raised for CST by the end of the call.

[Chris64]

I been reading this subject for a while now and I would like to add something positive.

A while ago I had a problem with my connection, that was sorted but I guess that’s why I was put on DLM

My connection started this DLM on the 5th of June. The connection went up and down I just sat back and watch it go up and down . So today I rang up thinking it might have finished by now. I talked to the first guy who answered the phone explaining I would like my setting back to normal i.e. speed up and interleave back down to 8. He gave me a ticket number told me to hang on for minutes or two, then put me through to the tech guy, he put all connection settings back to normal and said you ticket will be open for 48 hours any probs just ring.
How’s that for customer service 18 mins all done.

Connection Speed 4800 kbps 416 kbps
Line Attenuation 50 db 31.5 db
Noise Margin 8.9 db 13 db

[PaulSky]

Like I said people with DLM issues should be able to TS as normal now and go to CST for resolution. Hopefully this will be helpful to a lot of customers having issues with the DLM process.

[NewsreadeR]

Unofficial

Just to let you know, anyone suffering issues with their connection due to DLM can now contact Sky BB tech support, you will go through basic troubleshooting for slow speed/ intermittant connection (physical setup check etc) and then have a ticket raised for CST. CST are now able to check your line config and manually intervene to resolve the problems.
Sky are now allowing this as they know that there is a small percentage of lines not behaving with DLM running. Customers should ring up and tell the agents that their line has become unstable or slow (do not have to mention DLM at this point) and the agent should handle the call as normal since they should have been briefed on this by later today.