new sky user internet connection keeps dropping

[terry_gardener]

Hi

my nana has recently got sky broadband (adsl) and the connection is very unstable and doesn't stay on very much. the longest spell being about 5 hours to as little as couple of minutes.

it is a new sky hub the power light is solid white. Wireless light is solid white. internet light cycles through off, flashing amber, solid amber and then most of the time does it again.

i have tried changing the micro filter.

it has only been connected for 5 days so far. so still under DLM.

she lives in a sheltered accommodation in one of 52 flats if this makes a difference.

any ideas.

[terry_gardener]

about 1.5 miles from exchange. travelling from road

[tenar]

first thing check phone line for noise on calls and post router stats log in using browser on pc/tablet type 192.168.0.1 in address bar
click on maintenance then login in lower case username admin password sky scroll down to "show statics" click on that and post results

[terry_gardener]

there is a slight crackle when you phone someone.

here is a screenshot of the stats

[terry_gardener]

tried it in the the master socket and the connection is still very unstable. since sky doesn't supply a cable that goes directly from hub to the phone/master sockets it is still using filter.

[tenar]

the 0.0 noise margin on upstream is indicating some sort of fault , check for test socket and try that and you can just use ordinary telephone cable to connect router for purpose of eliminating faulty adsl cable

[Isitme]

the 0.0 noise margin on upstream is indicating some sort of fault , check for test socket and try that and you can just use ordinary telephone cable to connect router for purpose of eliminating faulty adsl cable

You would need a BT plug to RJ11 cable to connect direct without a filter. If you have the cable from an old dial up modem that would do.

[terry_gardener]

i have tested in the test socket and still get the same problem. i tried taking the cable out of the phone and connecting it to the test socket and it didn't even give a flashing amber light so i used the cable that came with router and used a filter. phone sky and all i kept getting out of him wass he has tested the line and it passed so it should work from now on and he will phone tomorrow at 7pm to see if it is any better. i have to admit i don't believe him at all and sounds like he just fobbed me off and i sounded really sceptical on the phone with him. he confirmed on the phone that he checked the amount the connect has dropped and said it has dropped 13 times by 4.30pm and he didn't seem to think this was a problem because he ran the line test and it passed.

[tenar]

yes he is fobbing you off some many of these guys go off line test results (the line test can pass even when telephone is getting no dial tone) when he run the test what happened to your noise margins did they change or stay the same , you need to push for escalation to cst and even then keep going

[terry_gardener]

just an update, they sent a engineer after doing an extended line test to find where the connection drops and it worked for about 1 week, phone them back up and asked to do some pointless tests again. including swapping the cable round ie the connection into hub with the microfilter so same cable just different end plugged in. they sent another engineer who replaced the faceplate same problem occurs and phoned again got to do all the same tests again now they are sending sky engineer to check the equipment even though it is brand new and activation was 21/10/2015. it is also getting very frustrating phoning them and going through the same crap all the time.