Problems with Speed after Line Fault

[Steph2010]

Hi, I recently suffered from a line fault on our BT line that was causing cracking on the phone line. This in turn caused our broadband connection to drop from 19meg to 6meg.

Last Saturday (11/5) we had a BT Open Reach engineer come out & he found & repaired the fault which turned out to be a damaged wire & since then our phone line has been completely clear.

Just after the fault was fixed I checked the my sky page & it reported that line testing had been completed last September, So I sent sky customer service an E-mail informing them of the line fault & that it had been repaired & asked if our speeds could be rest to what they had been prior to the fault.

Anyway I got a reply saying that line testing had started on the 4/5/2013 & would be finished within 10 days. I logged back into my sky & it said that testing had begun on 4/3/2013, After 4 days of no change in line speed & went back into my sky & it had changed to saying that line speed had ended on 13/3/2013 & was reporting the 19meg download, 1.3meg upload speeds I was getting before the line fault.

Yesterday the my sky page changed again to say that testing had begun on 20/3/2013 & today its changed yet again saying that testing ended on 26/03/2013.


So since the my sky page has been changing so much has the testing started on my line or not?


When the line fault hit my speeds dropped to 6143 download, 252 upload. Yesterday they improved slightly to 7082 download, 765 upload. However there nowhere near the 19meg down, 1.2meg upload I was getting a few weeks back before we hit the line fault.

[seawright]

Log into your router/hub and check the WAN uptime. If less than 24 hours recheck tomorrow morning to see if it is less than now. If the router is resetting in the early hours of the morning especially if there has been another increase in download speed then it is almost certain that DLM has restarted. There is often a time lag before DLM testing is reported in My Sky.

[Steph2010]

WAN uptime is 48:57:08, been no signs of any testing or any further speed rises.

will have to contact sky tomorrow & see if i can get them to start the testing or something.
i know the line is capable of a stable 19meg because thats what we were getting for a couple months before we encountered the damaged outdoor cable which caused the line fault & over 3-4 weeks the big speed drop.

[mattan]

If you're router is not re-syncing every 24/48hrs, then DLM training won't be running. If this is the case, then call Sky, preferably weekday mornings when they are less busy. Sometimes they'll fob you off if they're busy (personal experience, nothing scientific). If they spend a bit of time doing a line check etc. then it's most likely they're going through the right process.

As seawright states, it can take a couple of days for MySky to reflect what is happening.