Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 12 of 42 FirstFirst ... 2101112131422 ... LastLast
    Results 111 to 120 of 416
    Like Tree28Likes

    Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

    This is a discussion on Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Originally Posted by web_wizard Thats correct. I verified the procedure with SKY and the Openreach engineer. This can only be ...

    1. #111
      andrewjr's Avatar
      andrewjr is offline Sky User Member
      Exchange: NDSIT
      Broadband ISP: NOWTV Super Fibre
      Router: Ubiquiti Unifi
      Sky TV: Sky Q 2TB
      Join Date
      Sep 2006
      Posts
      1,250
      Thanks
      28
      Thanked 144 Times in 110 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by web_wizard View Post
      Thats correct. I verified the procedure with SKY and the Openreach engineer. This can only be done by an engineer during a callout. It will only be actioned by Openreach if they deem the throughput 'unacceptable' but I could not gain an answer as to what acceptable was. I got the feeling that they deem 15mb as acceptable but this may depend on the operator who speaks to the engineer. This is definately something SKY cannot control.



      Absolutely. I got that feeling as well. I reckon if I had been an infinity customer, I would have not had an issue with getting it reset there and then. What angered me more was the fact it is a very simple process from their side. The engineer needs to give all details about the job anyway and they literally hit reset on their screens. So I don't understand why there has to be conditions in place before they hit this button. Its not exactly time consuming. Once the operator on the other end of the phone agreed to do it, he reset it instantly and it came down my line 10 mins later.
      I can't understand why BT would be a pain about this either. Although SFU uses BT fibre, copper & DSLAM it is still a Sky product and Sky are the client paying for a service and as such BT should be as acommodating as possible and they should allow Sky/BTO to request a line reset without hesitation
      AirPort Extreme + Sky Fibre Guide | Mac OSX Automator for xDSL stats for HG612 & Vigor 130

      Hauwei Cab > VMG1312-B10A > RT-86U Merlin | 58301/12298



    2. Advertisement
    3. #112
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
      Join Date
      Mar 2010
      Location
      Near Portsmouth
      Posts
      28,201
      Thanks
      844
      Thanked 2,223 Times in 2,092 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      If enough people can convince Sky to get a BTO Engineer out to perform this task, I am sure that they will call "foul" should BTO decide to charge Sky for the call-outs.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    4. #113
      web_wizard's Avatar
      web_wizard is offline Sky User Member
      Exchange: Undercliffe (MYUND)
      Broadband ISP: Sky Fibre Unlimited Pro
      Router: Billion 7800N
      Sky TV: Sky+HD box
      Join Date
      Apr 2012
      Location
      Yorkshire
      Posts
      98
      Thanks
      3
      Thanked 5 Times in 5 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by Scubbie View Post
      If enough people can convince Sky to get a BTO Engineer out to perform this task, I am sure that they will call "foul" should BTO decide to charge Sky for the call-outs.
      I think this is the key. I rang SFU back the other day as they thought the router they sent out was the cure for the problem. But thats still in its box. When I told them what cured it they have noted it down and am assuming will now track if it resolves anyone elses issues going forward.

    5. #114
      speedyrite's Avatar
      speedyrite is offline Sky User Member
      Exchange: MYHGT
      Broadband ISP: NOW Broadband
      Router: NOW TV Hub Two
      Sky TV: NOW TV
      Join Date
      Sep 2006
      Posts
      2,367
      Thanks
      388
      Thanked 160 Times in 154 Posts
      Blog Entries
      1
      What is the supposed role/focus of the Sky Fibre team now - sales? pre-sales technical advice? post-sales technical advice? a bit of all those?

      Who has been supporting those recent fibre converts who have been having "speed issues" - Sky Fibre team? Normal broadband support?

      What is the perceived quality of the support being received by those who have had it?
      ++ speedyrite ... powered by NOW Broadband from June 2018 ++
      (previously powered by Sky Broadband from July 2007)

    6. #115
      Damo82's Avatar
      Damo82 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited
      Router: Non Sky Router
      Sky TV: HD+ Litmited Ed
      Join Date
      Dec 2009
      Posts
      197
      Thanks
      9
      Thanked 5 Times in 4 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      the care but been unable to fix the problem

    7. #116
      vwbottom's Avatar
      vwbottom is offline Sky User Member
      Exchange: Greenford
      Broadband ISP: Sky Fibre Unlimited
      Router: SR102
      Sky TV: Sky+HD box
      Join Date
      Dec 2011
      Location
      Ealing
      Posts
      50
      Thanks
      0
      Thanked 3 Times in 3 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      BT as a whole i find to be quite an unhelpful company. Has been like this for many years. And i can guess when BT where ordered to allow other ISP's to use the Fibre optic infrastructure that it got the company's back up. BT infinity customers will be the priority for sure.

    8. #117
      Ipster's Avatar
      Ipster is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Non Sky Router
      Sky TV: Other
      Join Date
      Jan 2012
      Posts
      751
      Thanks
      15
      Thanked 34 Times in 31 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Looking at other forums across the internet shows that this issue is not just affecting Sky Customers, it seems that mismatched profile or a cap at the fibre cabinet is something that only BTO engineers can request and fix. But whilst people blame sky, it is not their network and they get limited info about the connection. What I do think is sky's fault is not having the correct procedure to find errors and faults and getting them reseolved. The procedure for faults and issues with fibre will be the same as it has been in the past, the ISP checks their end and the end users set up and if no resolution is found then it is refered to the BTO who get someone at the exchange to check the line from their end (takes around 24 Hours) if nothing is found it is sent back at which point a call out can be raised. If the exchange picks up a fault or errors its passed on to engineer.

      If sky really cared about its fibre customers they could pay for Saturday call outs for engineer visits but they dont. Customer experience should be the most important thing for sky here, this is a premium product that needs a high uptake to make it work this will only put people off...Sky are learning as they go along, but the rate they are learning is slower than the roll out meaning we tend to work things out faster than them!

      To me once connected to sky fibre faults should be reported to the SVBN team as you are on their network after all it is a condition for having the service connected, it should be then sent to level 2 support before passing to BTO. Issues like these should never go on for longer than 3-5 working days.
      speedyrite likes this.

    9. #118
      Damo82's Avatar
      Damo82 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited
      Router: Non Sky Router
      Sky TV: HD+ Litmited Ed
      Join Date
      Dec 2009
      Posts
      197
      Thanks
      9
      Thanked 5 Times in 4 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by Ipster View Post

      If sky really cared about its fibre customers they could pay for Saturday call outs for engineer visits but they dont.
      they doi i had BTO out on saturday
      Ipster likes this.

    10. #119
      web_wizard's Avatar
      web_wizard is offline Sky User Member
      Exchange: Undercliffe (MYUND)
      Broadband ISP: Sky Fibre Unlimited Pro
      Router: Billion 7800N
      Sky TV: Sky+HD box
      Join Date
      Apr 2012
      Location
      Yorkshire
      Posts
      98
      Thanks
      3
      Thanked 5 Times in 5 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by Damo82 View Post
      they do i had BTO out on saturday
      As did I. My problem was solved on the Friday. I also could not have had more helpful BTO engineers. Its the helpdesk they speak to who have the power to reset profiles that are useless.
      Ipster likes this.

    11. #120
      Damo82's Avatar
      Damo82 is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Fibre Unlimited
      Router: Non Sky Router
      Sky TV: HD+ Litmited Ed
      Join Date
      Dec 2009
      Posts
      197
      Thanks
      9
      Thanked 5 Times in 4 Posts

      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      has anyoner got this fixed??

     

     
    Page 12 of 42 FirstFirst ... 2101112131422 ... LastLast

    LinkBacks (?)


    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2020. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION