Broadband dropping

[marcusl89]

hi, i was wondering if someone could help me, my sky broadband has been cutting off constantly on wired and wireless which is getting quite annoying and i have lost alot of download speed, it started cutting out about a week ago. ive tried to contact the online adviser since it started but it is never available and ive sent emails but they havent bothered emailing me back. thanks

[Scubbie]

To start with, could I ask you to post your current connection stats please:

How To Get Your Sky Hub SR101 Router Statistics

Next can I ask you to describe how your Sky Hub is connected to the telephone line (i.e. extensions, master socket, which ADSL lead, filters or filtered faceplate & how old is it/are they).

Finally could you plug the router into the Test Socket (if you have one) and post the connection stats from there too.

Sky User - How to test your Master Socket

[marcusl89]

this is my stats: ROUTER STATISTICS

System Up Time: 18:12:43

Port	Status	TxPkts	RxPkts	Collisions	Tx B/s	Rx B/s	Up Time
WAN	MER	156329	171132	0	2689	3150	13:03:40
LAN	Up	478948	292240	0	7561	1631	18:12:44
WLAN	Up	215082	195634	0	2657	621	1:00:35

Broadband Link	Downstream	Upstream
Connection Speed	10684 kbps	1023 kbps
Line Attenuation	37.0 dB	22.5 dB
Noise Margin	12.3 dB	10.2 dB

my router is connected to a filter which sky gave me when they installed it, the faceplate isnt very old, i used to have roughly 14 mbps

[steelysteph]

Do the dropouts coincide with telephone usage in any way?

[marcusl89]

no i dont use my landline, the dropouts will just happen for no reason

[Isitme]

Can you also do as Scubbie asked and post your stats from the Test socket?

[Scubbie]

Thank you.

It is possible to see from those stats that your connection was reset 18 1/4 hours ago. This would indicate that it reset around 9.30 last night. The connection was reset around 3am which would be in line with a DLM reset.

Have you been playing with the WiFi settings on the router? It looks like this was reset an hour ago.

How long ago did you have the broadband installed?

[marcusl89]

i had to keep turning my router off last night as all the lights were green but there was no internet connection, no i havent touched the settings at all, ive had sky about a year now, i will post the stats from the test socket

- - - Updated - - -

from test socket:ROUTER STATISTICS

System Up Time: 18:29:08

Port	Status	TxPkts	RxPkts	Collisions	Tx B/s	Rx B/s	Up Time
WAN	MER	269	253	0	3907	775	0:00:21
LAN	Up	494338	305823	0	32880	6669	18:29:08
WLAN	Up	216071	196073	0	131	27	1:16:59

Broadband Link	Downstream	Upstream
Connection Speed	15356 kbps	1023 kbps
Line Attenuation	37.0 dB	22.5 dB
Noise Margin	6.4 dB	10.3 dB

[Isitme]

Viola! the problem appears to be with the faceplate or your internal wiring. Buy fit and use a filtered faceplate. ADSL & vDSL Faceplates

[marcusl89]

thank you for helping me, so is it ok to use the test socket until i buy a new face plate tomorrow?