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    New Connect package speed issues

    This is a discussion on New Connect package speed issues within the Speed tests and how to get better results forums, part of the Sky Broadband help and support category; got sky connect a few days ago and although im still in the 10 day test stage, my speed seems ...

    1. #1
      ryamu_uk's Avatar
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      New Connect package speed issues

      got sky connect a few days ago and although im still in the 10 day test stage, my speed seems really slow...

      My downloads are averaging at about 10-14kbps and web browsing is almost unmanagable

      My router stats are :

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 70245 74367 0 480 8291 03:05:44
      LAN 100M/Full 61719 57892 0 780 115 18:04:27
      WLAN 11M/54M 19110 14330 0 6307 291 00:55:38
      ADSL Link Downstream Upstream
      Connection Speed 288 kbps 288 kbps
      Line Attenuation 5 db 1 db
      Noise Margin 31 db 28 db

      if that helps anyone at all (not too savvy with these things...)

      Is this a problem that's going to sort itself out? I don't want to leave it til i have no option and can't cancel before i find out im stuck with stupidly slow net connections.


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    3. #2
      NewsreadeR's Avatar
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      Re: New Connect package speed issues

      Connection Speed 288 kbps 288 kbps
      Something wrong there. There is a 10 day training period, during which your speeds should get to the best point that your line can handle. Although your speeds at the moment are dire.

      Could you try repeating the stats from the test socket?

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      Re: New Connect package speed issues

      those are my stats while plugged in to test socket. That was my first port of call after trudging the forums a bit!

      EDIT

      also i phoned tier 1 today and they said it shouldnt be a problem and will mellow itself out, but sky have lied to me before to try and get my cash...
      Last edited by ryamu_uk; 03-09-08 at 06:00 PM.

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      Re: New Connect package speed issues

      Could you try rebooting the router and then reposting the stats then?

      Who were you with before?

      What sort of speeds did you have previously?
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

    6. #5
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      Re: New Connect package speed issues

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 70245 74367 0 480 8291 03:05:44
      LAN 100M/Full 61719 57892 0 780 115 18:04:27
      WLAN 11M/54M 19110 14330 0 6307 291 00:55:38
      ADSL Link Downstream Upstream
      Connection Speed 288 kbps 288 kbps
      Line Attenuation 5 db 1 db
      Noise Margin 31 db 28 db

      new stats after rebooting (im guessing rebooting means turning it off, waiting 10-15 seconds and turning it on again).

      Wasn't with an ISP before, this is my first home away from home! Didn't even have a BT line, so that's a fresh line as well, meaning it can't be line deterioration.

      Im stuck for ideas, surely it shouldn't be this slow =(

      Does the Sky CD have anything to do with it? I feel daft now, but I've never used it.

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      Re: New Connect package speed issues

      You may be capped, I will leave that for others to suggest.

      As for the CD there really is no need to install it unless you want the McAfee AV software.

      Even after a reboot the speeds are the same. Definitely the test socket? ie behind the faceplate?
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      Re: New Connect package speed issues

      Yea, i've screwed the faceplate off of the BT box and plugged it into the test socket. Sky told me to leave it plugged into the test socket for the 10 day test period.

      If my line is capped, is there anything i can do about it? Will it be the same with every ISP?

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      Re: New Connect package speed issues

      I would leave it another 24 hours or so. Try not to keep rebooting the router and see what happens.

      You should experience drop outs, as the profiles readjusts itself. Basically it should keep trying until it reaches the full speed that your line is capable of.

      You could always ring Sky, but I would guess that they would say wait the 10 days. Even if just to see if there is anything that they could do.

      You have 8 days to cancel from day of connection. Although if you are getting this slow after the ten days or so, then that would lead me to suspect that:

      1) You may be capped

      2) It's the best the line would take with any ISP

      Maybe try and check every few hours what the stats are?
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      Re: New Connect package speed issues

      The clue is in your stats: Connection Speed 288 kbps 288 kbps

      I had the exact same problem when I moved home and went on Connect. I rang Sky who said that they couldn't do anything in the 10 day initial period despite my protestations that the speed was unusable. Once the 10 days were up, I rang them and within 24 hours, the line was working at the proper speed.

      I think the problem is related to a breakdown of communications between BT and Sky. BT provide the service and set the initial line up at a ridiculously slow capped speed just to get things started and test the line. Sky say they can't talk to them during this 10 days. Then when the 10 days are up, Sky then manage sort things out which means, I guess, that they can talk to BT.

      I have heard about this problem with Connect several times now. Surely there must be a better way to start-up a Connect service for Sky customers?

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      Re: New Connect package speed issues

      Yes, it is the wrong package and once again I have to express my doubts that this can happen so often by accident. BT must know that Sky do not use the 250 package so why do they put so many Sky users on this. I think it is time Sky started using their not inconsiderable clout to force BT to take more care when setting up their connections.

      All the OP can do is phone Sky and insist that they be put on the correct package. A few in T1 understand what is needed and I would imagine that most of CST will be aware of the problem. There should be no question of waiting 10 days to sort something like this out.

      TomD


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