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    Regret joining Sky

    This is a discussion on Regret joining Sky within the Speed tests and how to get better results forums, part of the Sky Broadband help and support category; Customer service is a joke, the reason I left BT was for bad customer service but Sky OMG!! They never ...

    1. #1
      retro69's Avatar
      retro69 is offline Sky User Member
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      Regret joining Sky

      Customer service is a joke, the reason I left BT was for bad customer service but Sky OMG!! They never ring back, Indian call centre that follows the same script every time which is very frustrating plus they are difficult to understand.
      Get to the Irish tech people and they are arrogant and I get the impression they do not care, also they never call back which leads ringing again and having to go through the same process again with the scripted Indians.
      Tell them I want to cancel and they send a new router (Firmware updated?) and I still get intermittent connection with a lightening speed of 128kbps Download and 187Kbps Upload. It used to be 3mb average, I conclude the only way to improve my connection speed is to get rid of this dire attempt of an ISP and go back to BT.

      I guess you get what you pay for, not alot!!!


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    3. #2
      richone54's Avatar
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      Re: Regret joining Sky

      i get a great service, but mabey i'm just lucky. (did have probs with BB, but got help here)

      while you are on here, why not post your router stats and see if we can help

    4. #3
      Brian69's Avatar
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      Re: Regret joining Sky

      Hi Retro.
      Sorry you have had a bad start with Sky, but you have reached the right place now, so post up your router stats, 9 times out of 10 it's something you can put right yourself. I left BT Broadband for Sky at the end of Jan and have not regretted it.

    5. #4
      retro69's Avatar
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      Re: Regret joining Sky

      Thanks guys, I have been with Sky almost a year now and was great with no issues. Xbox live with no lag whilst the wife surfs the net, just over a month now it has been really bad. Got a new router, plugged into main socket and used the test socket with no improvement. The line is noisy when on the phone so changed the filters and still not an improvement, do Sky have issues getting BT to service lines I wonder?

      Here are the stats I obtained from the router:-

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: INTR, Upstream rate = 448 Kbps, Downstream rate = 2656 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 15.2 18.0
      Attn(dB): 52.0 30.5
      Pwr(dBm): 17.9 12.2
      Max(Kbps): 2976 996
      Rate (Kbps): 2656 448
      G.dmt framing
      K: 84(0) 15
      R: 16 16
      S: 2 8
      D: 16 4
      ADSL2 framing
      MSGc: 1 1
      B: 64 15
      M: 2 8
      T: 1 1
      R: 16 16
      S: 2.2461 9.0000
      L: 520 128
      D: 16 4
      Counters
      SF: 144381 144379
      SFErr: 2 16
      RS: 4908986 1227221
      RSCorr: 159 28
      RSUnCorr: 16 0

      HEC: 1 10
      OCD: 0 0
      LCD: 0 0
      Total Cells: 15376911 0
      Data Cells: 110439 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 1193 0
      SES: 176 0
      UAS: 124 0
      Total time = 6 hours 27 min 29 sec
      SF = 1357308
      CRC = 10280
      LOS = 54
      LOF = 0
      ES = 1193
      Latest 1 day time = 6 hours 27 min 29 sec
      SF = 1357308
      CRC = 10280
      LOS = 54
      LOF = 0
      ES = 1193
      Latest 15 minutes time = 12 min 29 sec
      SF = 44050
      CRC = 2
      LOS = 1
      LOF = 0
      ES = 1
      Previous 15 minutes time = 15 min 0 sec
      SF = 52930
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 1 day time = 0 sec
      SF = 0
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 52047
      CRC = 1550
      LOS = 1
      LOF = 0
      ES = 61
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52931
      CRC = 6501
      LOS = 1
      LOF = 0
      ES = 546
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52930
      CRC = 1283
      LOS = 0
      LOF = 0
      ES = 328


      Thanks in advance.

    6. #5
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      Re: Regret joining Sky

      If the line is noisy when on the phone, then it sounds like you need to report a VOICE problem to BT to come and fix the line.

      Nowt to do with Sky if there is a problem with the line i'm afraid.

    7. #6
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      Re: Regret joining Sky

      Put a phone only on the line, if there is still noise then its the line, especially if you can do the test against the test socket. If one isn't available then remove everything and plug a phone into your main socket, again if there is noise there is a line issue.

    8. #7
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      Re: Regret joining Sky

      looks like your on the connect package (448 upstream) also look like you have a intermitent noisy line (see the CRC errors in some of your 15min intervals)
      the connect service is a rebranded BT service and run a bit differently than skys LLU package.
      BT SRA which is something about rate adaptive (sorry if thats not excatly correct) what it will mean to you is the exchange will work the best line speed for your connection and set you on a lower profile to give you a stable connection
      you may want to check that all items connected to any phone socket have filters on (including the sky box )
      if nothing has changed from before (no new phones plugged in or sky boxes) it could be an extention generating noise and giving you the errors.

      i know you said you have tried the test socket, but with the connect package any improvement in your internal wiring which may have got rid of the noise will not show up for a few days on your connection(on the sky LLU it would change straight away, but on the Bt package will take about 3 days)

      whoops, i am waffling on again, first things first, do you use an extention ?

      edit: beaten to the point by 2 other posters, and they spotted the main thing first,i have underlined the bit above that will also help if the quiet line test is fine
      Last edited by richone54; 22-04-08 at 10:59 PM.

    9. #8
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      Re: Regret joining Sky

      Thanks again for the replies, yes I do have a short extension due to the location of the main socket. I have had the router connected to the main socket for over a week now using wireless on my computers believing the extension may have been the issue but it made no difference, only the phone is connected to the extension with the Skybox unplugged.
      We use Sky Talk Freetime, do I need to contact BT of a line fault or do Sky? I get the feeling that BT do little as possible to react quickly to third party providers for obvious reasons as mentioned on my OP.

    10. #9
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      Re: Regret joining Sky

      BT provide the service for your phone line.

      They are responsible for it and as long as your report noise on your voice calls (dont mention broadband) then they act very quickly in resolving the issues.

      Noise on the line (if you hear noise on voice calls) is a BT issue, end of.

      So to reitterate, if you have plugged a corded phone into the test socket beneath the master socket and there is noise, then you have a fault with the BT line (which will be also degrading the BB) so you need to report the fault to BT.

    11. #10
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      Re: Regret joining Sky

      If you pay line rental to sky its sky you contact, if you pay line rental to bt then its bt and yes BT can be a bit.... lite on support for anything other than their telephony service at times.
      If you plug into the main socket and get noise with just the phone on there then its definitely either line or phone. If there is no noise with just the phone it's something being plugged into the line.

     

     
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