Sudden speed drop of 50% - Neighbours also having same problem - Getting nowhere fast...

[GSMGuy]

Hi all..

For the last 5yrs+ our line has been rock steady at between 6900k & 7100k, after much "jiggling" around in the early days, we discovered that 7mb was the best it could achieve with stability, and a 768k upload - We have a longish line..

Anyway, we have a filtered faceplate etc, and until about 3 months ago, were on the Netgear (black) modem/router, which took the knock, and we got (FOC) a Sagem F@2504, which although a lot slower in terms of the web interface, saw a slightly inproved speed of 7200k (stabe) which I put down to switching to MER from PPPoE..

So, on the 20th August, in one fell swoop, our D/L speed bropped o just over 4500k.. Upload remained (and has always remained) at 768..

After a couple of days, the obligatory call went into Sky.. All the tests etc run, no, we've not changed or moved anything, so BTO engineer arranged for the following day..

He arrived, did little, said even less, apart from "all ok, it must be Sky" and left - I rang Sky the following day, to be told the case had been closed as no fault found...

I then went through the "it's been 7 meg for 5 years, and now is 4.5-5meg at best" routine so "don't tell me there isn't a problem"

Cue, another engineer visit - Same again "no fault found"

Phonecall to Sky, "can you borrow another router" So I said I could, and popped over to my sisters' who lives 50 yards away, and also has Sky BB, on the same exchange etc.. I explained I needed to borrow her router, to which the Bro in Law asked "don't tell me your speed has dropped too"..... So I borrowed the router, same speed, and then explained to Sky, that by sis had similar probs, AND my next door neighbour, also on Sky BB was the same..

I gave the CSR both of their tel no's , and surely enough, both of their probs started on the 20th August....

So, and this is last week, Sky were escalating to BT and promised a call back within 48hrs, which needless to say has not happened..

So before I call them tomorrow, has anyone any suggestions??

Cheers

Mike

[Isitme]

You are on the same exchange as NewsreadeR, I wonder if he is having difficulties?

[NewsreadeR]

Nope, but then again I don't have Sky Line Rental etc

The 20th August looks like a common date for people being switched from BT kit to SKy kit, looking at other posts on here.

[zeuss20]

I have also had a speed reduction of 50%

Speed used to be 15MB - 16MB but now struggles to get to 7mb

Just one question

Why?

[zeuss20]

I was puzzled by this , as my router was telling me that synch with the exchange was 17632

I rebooted the router , and reran the speed test , and I'm back up to 15MB download speeds as per normal

[GSMGuy]

Nope, but then again I don't have Sky Line Rental etc

The 20th August looks like a common date for people being switched from BT kit to SKy kit, looking at other posts on here.

Hmm... Sky actually quote my line as "between 9.4 and 16mb" BUT the max I've EVER (in 5 yrs) had is 7.2mb, which, TBH, I was fairly happy with, as it was stable, but I am now sufferin a drop, which is made all the more bitter by the fact that I had 120mb cable BB installed in our shop a few weeks ago....

Sky have apparently escalated this to their "NOC" team, who will "be in touch within 48hrs" Lets see... Tick, tock...

Mike

[GSMGuy]

Here are my current stats btw..

Mike

[GSMGuy]

Ok, so after referring it to "NOC" they tired to contact me on the landline yesterday, whilst I was at work, and left a message telling me they "needed to speak to me" (Why they couldn't read the notes and ring my mobile I don't know) Anyway, as I got home and was listening to the message, I got a text from Sky - Saying "good news, we've fixed your fault without having to visit your property, if you have any more problems, please call 08442 411736"

So I checked the speed, 5120/768... Did a rrouter reboot, same..

So called them up, explained that the problem had not been fixed, so she then tries to take me back through basic fault finding, test socket etc - I explained that we'd been there, done that etc, so she put me through to technical..

First thing he says? "I see your max line speed that we can give you is 5mb" so I told him, that it wasn't, and that the line ran rock steady @ 7mb... I also informed him of a couple of other tel no's local to me who have the same problem, and now? well it's escalated again, but I am not holding my breath, it's coming to something when I know more about the line/fault than the so called technical dept.

Does anyone have a contact email for high level complaints/escalations??

Mike

[Scubbie]

Does anyone have a contact email for high level complaints/escalations??

You could try the Executive team by sending an email to the address below:

jeremy dot darroch at bskyb dot com

Be polite in the email (some people can get really annoyed by the time they get to contact this team) and also provide some kind of a summary of events to date. Don't worry too much if you can't recall specific names as they can check this.

Edit: Corrected email address

[Isitme]

Edit: Corrected email address

Sorry Scubbie its Darroch not Darrick