How do I get hold of sky to sort out my connection?

[gergy008]

Okay I'm having problems regarding the speed of my connection. We pay for the unlimited 20Meg deal. On the router home page the downstream is about 15000 kbps. But we are getting, About....... 1.05 meg We have had this problem for a while and when we first contacted sky about it the problems magically disapeared but they said the router was faulty.

I don't want to ring up and have them ask me to restart my computer, Clear your cache etc. I'm not that much of an idiot I tried that. I am as I stand quite experienced. I need to ring up but I don't know what to ask, To skip tier 1 I think it is I don't know how the system works. Do I ask to go straight to Tier 3 so I can have this problem solved?

Thanks in advance!

[Isitme]

You can't skip Tier 1, they are like traffic cops,, fixing your problem on the spot or passing you on to someone who can.

If you want help from the forum please post your router stats, from the router's normal position and from the Test socket.
How to get your router statistics
How to test your ADSL in the Master Test Socket

'Meg' is a generic term which can apply to Megabits or Megabytes. These are quite different, the first(Mbps) being the speed you are syncing at and the second(MBps) the actual amount of data you are downloading.

[nige1983]

Hi,

As previously stated you can't skip tier 1 but you can do the checks they will ask you to do before you call them so technically all they can do is pass you to CST. Its imperitive you do the checks so it doesn't hamper anyhting CST due afterwards. Apologies if you know the steps ( don't want you to think im assuming your stupid lol)

Before doing any checks do you have any noise whilst using the line for voice?

1. Disconnect all aplliances from your phone line, extensions, phones sky boxes, filters etc.
2. Locate your master socket and remove the front plate to get to the test socket.
3. If you have noise on voice calls plug a MF into test socket then your phone (use 2 mf to rule out those).
If you don't have noise on voice calls plug MF into test socket then the router (again try 2 MF's)

If the problem still persists after doing these checks you have ruled out all internal wiring and equipment leaving the issue to either be a router fault, a fault on the line itself or line config.

Then Call Sky BB Tier 1 explain all the checks you have done and asked to be passed to CSt, Tier 1 have to raise a case on your acct before CST can take over your problem.

Things may ber slighlty different depending on what sky package you are on I.E Connect, everyday light or unlimited. Mail me to discuss further nige1mc@hotmail.co.uk

Hope this helps pal.