Internet keeps dropping connection, please help!

[lee2010]

you are a saint for putting up wtih this. what i have just read is nothing short of madness, id be asking for a new line from the pole to your house, id also be demanding that they get on the ladders and up to the pole as there is a box up there where the main cable goe up the pole to this box, which then splits to individual lines that travel to the houses.

my date with open reach starts tommrow, i have werid noises on my phone that even sky cam hear in the call center and have noise margins that seem to be on drugs both, high as a kite one minute then chilled out on a low the next, i know one thing sky and open reach wont be messing me around like that and they wont be taking weeks to fix my problems either

[mjstokes85]

Sky just tried to call me again, I couldn't answer as I am at work but have just had this email from them.

"Dear Mr Stokes

Account Number: ***********

Further to your email to Mr Darroch yesterday, I attempted to contact you earlier today and have left you voicemail on your mobile number.

Please accept my sincere apologies that your issues have not been fully addressed and resolved.

Today I have re-escalated your enquiry to our technical team who are requesting you provide us with 3 week day dates when you would be able to provide access for an escalated visit from Openreach.

Please contact me on *********** my hours of work are Monday through to Friday 0900-1700 alternatively reply directly to this email.

I look forward to receiving your further instructions; thank you for your continued patience.



Yours sincerely

*********

Service Excellence Consultant

Executive Support Team

http://www.sky.com"

So after all this, basically Sky are saying I need a 7th BT engineer. The executive team are very original in their ideas on how to fix my issue don't you think!?

Let me also add I cannot provide them with 3 week day dates as I am at work in the week!

[Scubbie]

I read that it actually means that someone more senior and more knowledgeable will be keen to take a look at what is going on, at the specific request from the Exec Team.

P.S. Forgive me for removing the person's name. Mr Darroch's name is posted on Sky's documents, so is public knowledge. I don't think it would be nice to post someone else's name in public without their specific consent, even when they are helping.

[mjstokes85]

Sorry my fault I should have removed it! Maybe it does mean someone more senior will be called out then. I still haven't had a lift and shift done, why don't they just do that and be done with it!

[Scubbie]

Like you, I am not privy to the detailed information as to what has occurred.

If a broadband specialist is sent out, with the necessary permissions, then perhaps this and other things, can be properly looked at and the issue resolved.

I trust that you have been able to contact the person and have supplied some dates to help get this resolved soon.

[mjstokes85]

Just had a reply from the executive team as follows:

Dear Mr Stokes

Thank you for your reply.

I confirm that we have booked the Openreach appointment for the escalated visit on 14th December between 0800-1300 as you have confirmed that access will be available.

Our technical team will monitor this and will update myself as to the outcome.

Please do not hesitate to contact me directly if you have any other issues in the meantime.

Yours sincerely

*******************

Service Excellence Consultant

Executive Support Team

Sky.com - your home for the latest news, sport and entertainment




Not sure what they mean by escalated BT visit but hopefully it will be someone with more authority to do something.

[mjstokes85]

Not quite sure what to say, my connection just dropped and re synced at the amazing speed of 160kbps, what the hell?!

System Up Time: 25:23:40
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 684 746 0 51722 408762 0:09:36
LAN Up 5784306 3432701 0 2147483647 251075466 25:23:40
WLAN Up 109854 54003 0 62320799 10016763 25:23:21
ADSL Link Downstream Upstream
Connection Speed 160 kbps 448 kbps
Line Attenuation 49.5 dB 31.5 dB
Noise Margin 17.6 dB 23.0 dB

http://www.speedtest.net/result/1641709586.png

[Isitme]

That''s how it goes with Connect. If you have a lot of disconnects the noise margin rises, either through the automatic system or manually. If it stays stable at that the speed may rise a bit, but with the problems you have had, I wouldn't bet on it

[mjstokes85]

Well these are my stats now, been stuck at 160kbps all night, ridiculous! It has never done this before. Just done a BT speedtester test and it says there is a problem and a TAP3 test is needed, however I don't know how to change my router username to do this! Anyone know why my internet is now stuck on 160kbps?!

System Up Time: 39:28:06
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 57088 61617 0 10848741 53348273 14:14:02
LAN Up 6395946 3917850 0 356991171 313851430 39:28:06
WLAN Up 172217 92779 0 98351013 17649317 39:27:47
ADSL Link Downstream Upstream
Connection Speed 160 kbps 448 kbps
Line Attenuation 49.5 dB 31.5 dB
Noise Margin 21.9 dB 23.0 dB

[Isitme]

Unfortunately you can't do that test, which involves connecting direct to the BT servers, as you can't change the username in the Sky router. You could do it in a non Sky router if you had one.

Regards your speed, have you tried rebooting the router? Your uptime is shown as 14 hours 14 minutes so it has not resynced since last night, a reboot might get your speed back a bit.