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Fibre, phone line issues
This is a discussion on Fibre, phone line issues within the Sky Broadband help forums, part of the Sky Broadband help and support category; I might not be in quite the correct area here.. however. I'll try to keep it short. I decided to ...
- 28-02-14, 01:58 PM #1
Fibre, phone line issues
I might not be in quite the correct area here.. however. I'll try to keep it short.
I decided to get Sky fibre and its been a nightmare in the processing...this will be the subject of another post once fibre is installed.
I had to change my phone rental to Sky from BT to get fibre... don't ask..!!
The line was taken over by Sky (after about a month of issues) on the 23rd according to their records, although I believe it happened on the 21st as we have an outage of about 2 hours, on that day, and once it was back callers got the Sky answer phone message.
The phone was not ringing but callers got the answer phone message. Strange thing was that only some people got the answer phone message. If someone rang from a mobile it worked ok... frantic calls to Sky to try and get it fixed. At this point I get 'not our problem yet BT still have the line.. calls to BT say no problem on line.. lots of pulling out of hair.
It seems to resolve itself on the 23rd when Sky take responsibility for the line... well almost!
Once Sky took on the line my broadband speed dropped over two days from 4 meg to 200kb.. On calling Sky they tell me that its probably the line test thing they do for 10 days or so... the next day we lost broadband altogether.
Sky seemed not to be able to offer any explanation for this.. So I thought I'd try a different (still sky) router I had Sr101 or some such name... Lo and behold we now have 760kb.. not great but at least I can look at my emails.
Today its dropped to 510kb... and now to my problem
We have a hi-lo noise on the phone in the background when we get a dialling tone.. I'm assuming this is what's causing the line speed issues as its noise on the line?
So.. does the line change when we get our new fibre service? the reason I ask is should I be getting Sky to fix the issue (that would be fun) now or wait and see what the new fibre service brings?
Things have been going awry with Sky ever since I ordered the fibre line... so I'm getting mite techy about it. Having said that I have had all sorts of things given to me at half price because of the issues.
Be glad to get your observations on this....Thanks for staying with me
Al
Advertisement- 28-02-14, 02:55 PM #2
Re: Fibre, phone line issues
The "hi-lo noise" is indicating that you have messages. If you dial 1571 you should be able to retrieve these. If memory serves me correctly you'll get this until all the new messages have been checked. You don't need to delete them.
In September 2011 Sky changed their policy so that all new broadband customers had to have their line rental. Other ISPs had already been doing this.
Hopefully uou have the black SR102 router, not the white SR101. The SR101 requires a BTO Modem to work with a Fibre connection.
Have you connected one of those new microfilters which came with the SR102 to the Master Socket? This is where you should be connecting the SR102. You should not be using the router on an extension or extension lead. Just stick with the grey ADSL/VDSL lead supplied with the router for now. We can make suggestions on improving this later, for now lets get the basic working right.
If you have any extensions in other rooms wired to the back of the master socket, thee too need filtering.
Is am suspecting that there is an issue with your copper connection though and your broadband speed may not improve until your telephone is working 100%. Remember that it is Fibre to the Cabinet. Your copper telephone line comes direct from the exchange and the Fibre connection meets it at your Green Street Cabinet. From that point both the VDSL signal and your voice telephone call share the same line.
If you have an NTE5 Socket, please consider getting a VDSL filtered faceplate.
PlusNet Fibre since Jan 2021
Previously Sky Fibre & Sky BB since 2010.
- 28-02-14, 03:44 PM #3
Re: Fibre, phone line issues
Hi Scubbie, I've not got the new router yet its in the post so to speak. Did not know about the messages thing I'll check on that. Its the white one I have at the moment. You probably don't remember but I had lots of issues with trying any new Sky supplied router on my line. Any new router cut the line speed from 4meg to 1.5 meg.
I only have one phone line plus the usual connection to my sky box.. I've put in a new micro filter as well as the new router...I've my fingers crossed that the issues will disappear once fibre is installed. I am of course saying this with a grin on my face...
We shall see
Thanks again
- 28-02-14, 04:37 PM #4
Re: Fibre, phone line issues
I only have one phone line plus the usual connection to my sky box.
TomD
Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.
Useful Utilites
https://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket
Note - When downloading always select the Custom install or you will end up with stuff you don't want.
- 28-02-14, 04:47 PM #5
Re: Fibre, phone line issues
Just spoken to the guys at Sky and the line speed had been set down to 512kb.. by whom its not known.
I then got 1.5meg with the new sr101 router.. I switched back in the old router 934 an behold I'm back up to 4 meg....
I'm mystified....I've been working in Mainframe computers and large networks for 40 years... and I'm still at a loss..!
Ah well I'm happy to be back to where I started..bring on Fibre.. should be about 6 more days..
Thanks for your help
Al
- 28-02-14, 05:06 PM #6
Re: Fibre, phone line issues
It might not be in your case but some have found that the ADSL cable supplied with the Hubs can be faulty. If you are using it, try another cable.
TomD
Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.
Useful Utilites
https://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket
Note - When downloading always select the Custom install or you will end up with stuff you don't want.
- 28-02-14, 05:33 PM #7
Re: Fibre, phone line issues
he high low noise usually can happen where there are no messages present i looked this up and came across a thread on bt community forum i just went to live chat here Contact us | Sky.com and them to switch answer machine feature off cant tell you if that made a change tho ad i didint have fibre at the time
- 28-02-14, 06:19 PM #8
Re: Fibre, phone line issues
Yes it can. The first step should be to check that you actually have messages though.
Failing this, you can call your own number and leave a message. By then accessing this message you can then clear the tone.
Turning off the ansaphone and then turning it back on should be considered the last option.
PlusNet Fibre since Jan 2021
Previously Sky Fibre & Sky BB since 2010.
- 05-03-14, 10:02 AM #9
Re: Fibre, phone line issues
new fibre router should be delivered today if a msg from royal mail is correct!
- 05-03-14, 10:27 AM #10
Re: Fibre, phone line issues
Is there anyway I can check where the BT street fibre cabinet is located? I live in Bromsgrove and I know its cabinet 26 at the moment.