Having trouble getting full speed but neighbours are double our speed?

[Shango V]

Cheers folks I will have to try calling them tomorrow as someone is currently using the line (and no doubt having to shovel coal into the router in the process)

[Scubbie]

Before calling Sky to get your connection speeds uncapped, please change your microfilters if they have been used for more than a couple of years.

Ensure that your router is connected to the test socket when calling (as Tom suggested earlier).

In the long-term you may wish to consider fitting a filtered faceplate if you have any internal telephone extensions.

[jonathanc]

Your line is very heavily capped. Phone Sky and insist that they either configure it manually or put DLM training on the line. If they refuse, tell them you want a manager or be passed to the higher support team. Tell them you are quite sure your line is capable of 20Mb.

This is interesting. When I called up tech support I was told countless times that Sky DOES NOT cap line speeds. Basically what you are getting is what your line is capable off. There's no way for them to "configure" a line on their end for higher speeds. I've insisted to speak with a higher support team but was told there was no such thing.

[Shonk]

Just phone back
some of sky's support dont have a clue

You will get someone in the end who will sort it for you

[Scubbie]

This is interesting. When I called up tech support I was told countless times that Sky DOES NOT cap line speeds. Basically what you are getting is what your line is capable off. There's no way for them to "configure" a line on their end for higher speeds. I've insisted to speak with a higher support team but was told there was no such thing.

@jonathanc: Please feel welcome to start a new thread and post your stats there if you haven't already done so. Perhaps some members can help you to check things through before calling Sky again.

To clarify the issue Sky doen't intentionally cap a customer's connection speed out of malice or to reduce the potential speeds in order to purposefully restrict what you can do on the Internet.

However the DLM process that Sky uses DOES cap a line if it picks up potential problems. It should uncap a line once the fault has been repaired, but this is rarely the case.

As for support levels, when you initially get through to Sky's support you get the first level. They have some seniors, some team specialists & their managers in their immediate vicinity.

The next level of support is known as the Customer Solutions Team (CST). These people have more training and generally have access to more systems the the first line teams.

CST can call upon more specialists who can gain access to systems which could, for example, bring down the whole network if left in untrained hands.

So basically the person whom you spoke to was feeding you lots of Bull ****.

I'm sorry to those members who do work for Sky's first level of support, but there are a number of your colleagues who appear to do nothing but feed people this duff information.

To anyone who calls Sky, remember that Sky does send out surveys to some customers after they have called Sky. So make a note of everyone whom you talk with and record the information that they provided and how good/bad/useful/or not they were.

The surveys are personalised to a particular person that you spoke with, so it 'Steve' was bad, but the survey is for 'John', then make sure that it is worded for 'John'. However if it comes back for 'Steve'....

I believe that these surveys are used for any performance reviews, hence why I ask that you get the correct person.

[Isitme]

This is interesting. When I called up tech support I was told countless times that Sky DOES NOT cap line speeds

I think it is important to understand that your line is not capped as such, it is providing as much speed as it can after DLM and still be stable. Your default noise margin of 7db confirms this. The thread owner has a noise margin of 30.2, more than 23db above the default, which means the speed has been set much lower than it need be..

[Shango V]

Hi guys, Right I called SKY and they were pretty helpful, so I thought. I spoke to someone not in the broadband department and explained what you had said, she put me on hold to transfer me to the correct dep. She then spoke to me again and said it was a simple task and after she had spoken to them it was getting sorted, Im assuming she meant DLM training. She said I should get up to 16mb. I asked how long it would take (as my connection dropped out as I was on the phone), she said a few mins. I then gave it ten mins and ran a speed test. Nothing has changed apart from a slight upload speed increase (not loads).

Does DLM training take ten days like when you first set up with SKY? Or have I been fobbed off like mentioned by previous answers.

I have noticed since this my line attenuation has dropped, has SKY done this?


System Up Time 40:59:18
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 19948 32072 0 2368 28158 00:24:35
LAN 10M/100M 2181109 1394900 0 19565 1464 40:59:15
WLAN 11M/54M 477345 360007 0 3379 209 40:59:07

ADSL Link Downstream Upstream
Connection Speed 16223 kbps 252 kbps
Line Attenuation 15.0 db 8.1 db
Noise Margin 10.3 db 33.0 db

[Isitme]

Your noise margin has dropped, not your attenuation. This is expected as your speed has increase substantially to 16 Mb. We can't really tell if she has simply reconfigured your line or set it at 16Mb and started DLM. There is still room for improvement both down and especially up. I would not be surprised if you finish with very near the maximum, both up and down. Give it a couple of days and if your figures don't change, give them another call.

[Shango V]

My Bad , Im a total noob. I will give it a few days, Again an awesome response. This Forums a life saver!

[Shango V]

Well Ive given them until today and now running at 3.2 download and 0.1 upload and my stats are

System Up Time 09:29:16
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 516467 736158 0 1428 18007 09:27:35
LAN 10M/100M 697681 550303 0 14782 1875 09:29:13
WLAN 11M/54M 183971 137100 0 4145 349 09:29:05

ADSL Link Downstream Upstream
Connection Speed 16223 kbps 252 kbps
Line Attenuation 15.0 db 8.1 db
Noise Margin 10.0 db 33.0 db

What a bag of crap!