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Standard User mike_adams
(newbie) Mon 11-Dec-17 13:49:05
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Sky Fibre - Dropping Connection


[link to this post]
 
We switched to Sky Fibre recently after having enough of BT's poor support. Initially speeds were pretty slow after the bedding-in period, so I switched their router out (against T&Cs, I know) and this saw a big improvement.

Recently though, we've started to get intermittent dropouts. They'll last anywhere from minutes to hours and have been without internet connectivity for most of the weekend.

What's kind of interesting is their approach to troubleshooting this sort of stuff. When I was with BT, their initial approach was that any problem must be related to wi-fi. Because wi-fi is this new fangled technology which they don't support, or even seem to know what it is. So you'd have to fight through a lot of inane questions before getting something logged and passed to someone who knew what they were doing.

Sky's approach seems to be obsessed with your telephone socket and filters. When on hold, they suggest taking a picture of your socket and sending it to them. Their automatic help tools built-in to the router start with different types of sockets. In getting through to them, it was all about the socket and filters.

Anyway, so we're in to day 3 of no internet and I'm waiting for a call back. At the moment they can't book an engineer because their system says I've never received a Sky router from them. Its here and its connected.

What's strange is that even after passing the usual line test, they seem to assume it must be something in my property which has suddenly stopped working. They, like BT, seem to be resistant to passing anything over to someone to look at problems within the network layer or anywhere outside of my house.

Pretty frustrating all round.
Standard User BatBoy
(sensei) Mon 11-Dec-17 13:56:54
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
So is the problem with your wifi?
Standard User mike_adams
(newbie) Mon 11-Dec-17 13:58:05
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Re: Sky Fibre - Dropping Connection


[re: BatBoy] [link to this post]
 
No, thankfully Sky acknowledge the existence of wi-fi.


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Standard User BatBoy
(sensei) Mon 11-Dec-17 14:05:06
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
So does the router log the problems?
Standard User mike_adams
(newbie) Mon 11-Dec-17 14:43:36
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Re: Sky Fibre - Dropping Connection


[re: BatBoy] [link to this post]
 
Router just shows that the connection is dropped, unable to get an IP address. Nothing out of the ordinary in the logs to indicate errors leading up to something.
Administrator MrSaffron
(staff) Mon 11-Dec-17 15:04:44
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
Any sync speed? Attenuation figures showing up?

A connection is two parts, the underlying VDSL2 and then the authenticated layer on top of that.

If you are synced at your usual speeds but not authenticating then points to something beyond the copper element being the issue

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User BatBoy
(sensei) Mon 11-Dec-17 15:06:01
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
Presumably Sky have run a line test indicating the fault is at or near your property. If it's in your property and the engineer says it's your equipment you'll be charged £130.
Standard User ukhardy07
(knowledge is power) Mon 11-Dec-17 15:56:23
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
I also had your issue with BT and WiFi, they basically told me everything has to be wired in and they only support 4 things connected via ethernet... Anyway,

Assuming a Sky Q Hub.

Head over here:
http://192.168.0.1/sky_router_status.html
Username: admin
Password: sky

Under Modem:
Is your modem status not showing as connected? Any line stats below?

Here is mine:
Modem StatusConnected
Traffic Type:PTM
Line Rate - Upstream (Kbps):9995
Line Rate - Downstream (Kbps):39998

Scroll to the bottom and click show statistics. Do yours all show as 0 ie not connected?
Here's mine for reference:

Broadband Link Downstream Upstream
Connection Speed 39998 kbps 9995 kbps
Line Attenuation 13.2 dB 0.0 dB
Noise Margin 10.3 dB 12.12 dB

Sounds silly have you changed filters and if using a prefiltered socket, tried the test socket with a filter?

Edited by ukhardy07 (Mon 11-Dec-17 15:56:52)

Standard User mike_adams
(newbie) Mon 11-Dec-17 21:16:19
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Re: Sky Fibre - Dropping Connection


[re: ukhardy07] [link to this post]
 
Thanks all, will have a look tomorrow.

The connection has been stable since early afternoon so if it remains stable in to tomorrow Iím presuming itís just something in the network.
Standard User mbames
(member) Mon 11-Dec-17 21:36:10
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
I think Sky like the photos as it may suggest you are actually following their troubleshoot rather than "pretending" you have connected directly to the master socket, etc.

One of my mates went though this before a fault was detected in the local cab.

Sky Fibre (40/10), Draytek 130, DrayTek 2925, DrayTek AP-700
(Gone but not forgotten: 2820n x 2, 2800vg, 2800, HG612)

Speedtests:
ThinkBB - Mini | ThinkBB - Full | Speedtest.net
Standard User garlir1
(newbie) Mon 11-Dec-17 22:17:26
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
HI,
I'm having a similar problem with VM 100meg fibre BB. I had SSE FTTc ADSL previously (which was great at 38meg), but virgin recently dug up the roads (GL12 area) and offered a great introductory offer for 50 & 100meg. With SEE and VM I used the native modems in bridge mode (i.e. wifi router disabled)
I use an apple network (Time Capulse, 2 x airport extreme & 2 x airport express) around the house as we have very thick (stone) walls - it worked great with SSE, but streaming (iplayer, Netflix) and gaming (xbox one) is rubbish and keeps freezing & dropping out with VM. Even internet radio through an Amazon Echo drops out!
Doing speedtests on different devices, I frequently clock 110meg download, however I've also had it as low as 1.5meg.
I've called VM many times. To their credit they have sent 3 engineers around to try to resolve the problem (two of which has witness the poor streaming). They've replaced the VM router and I'm now just running that with my apple network off (still same streaming issues, please see: https://www.thinkbroadband.com/broadband/monitoring/... ). I've also purchased Net Uptime Monitor which longs dropouts (although you have to leave you PC on all the time). VM told me they will monitor my connection (through Think broadband), and if they can't fix the problem I 'may' be allowed to end the contract without further fees.
I really do hope they fix the issue, because although it's incredibly frustrating having the broadband drop out all the time, credit to VM in terms of trying to do something proactive and positive about the issue (I had expected to be fobbed off about 'poor wifi' blah, blah blah, which they didn't do).
I would be interested to hear if anyone else has experienced similar streaming issues.
I hope your Sky connection gets sorted. I know the tech is different, but if I do get a resolution, I'll post it as it may be of use. Good luck!
Standard User mike_adams
(newbie) Tue 12-Dec-17 14:40:35
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Re: Sky Fibre - Dropping Connection


[re: garlir1] [link to this post]
 
Its been up and down again this morning so I've reconnected the Sky router, cleared logs and will see what is in it when I get back in as I've had to head in to an office to get some work done. Sky are now quoting 19th December for an engineer to come out, so I'll see what the logs show tonight before deciding the next move.

I totally get these places have scripts to work through at a first line level, but its the default position of "you're doing it wrong" which gets a bit tiresome.
Standard User BatBoy
(sensei) Tue 12-Dec-17 17:44:57
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
Sounds like you are doing it all wrong. What equipment were you using instead of the sky router?
Standard User ukhardy07
(knowledge is power) Tue 12-Dec-17 18:59:42
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
When you have issues can you get the stats I asked for - will help all massively.
Standard User mike_adams
(newbie) Tue 12-Dec-17 21:30:24
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Re: Sky Fibre - Dropping Connection


[re: ukhardy07] [link to this post]
 
From the netgear. Connection has just dropped.

For some reason this time, the internet status light on the netgear for the dsl link is still white, so isnít showing as being down, even though in the admin interface itís showing as down.

Stats and log file info below.


System Up Time 05:58:59
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN DHCP Client 13815887 19789499 0 173095 124990 05:57:05
LAN1 1000M/Full 23059963 16794080 0 414268 92923 05:58:12
LAN2 1000M/Full
LAN3 100M/Full
LAN4 100M/Full
WLAN b/g/n 600M 0 0 0 0 0 05:57:39
WLAN a/n/ac 1300M 1804765 1570708 0 88374 35077 05:57:35

VDSL Link Downstream Upstream
Link Rate. 31488 Kbps 8491 Kbps
Line Attenuation D0( 21.7) D1( 59.3) D2( 88.6) dB U0( 4.4) U1( 47.8) U2( 66.1) U3(N/A) U4(N/A) dB
Noise Margin D0( 5.4) D1( 5.4) D2(N/A) dB U0( 7.3) U1( 6.0) U2(N/A) U3(N/A) U4(N/A) dB
VDSL2 Profile Profile 17a


admin login] from source 192.168.0.11 Tuesday, December 12,2017 21:22:29
[DHCP IP: (192.168.0.11)] to MAC address DC:A4:CA:81:5E:BF Tuesday, December 12,2017 21:22:20
[DHCP IP: (192.168.0.25)] to MAC address 8C:70:5A:49:ED:68 Tuesday, December 12,2017 21:22:04
[DHCP IP: (192.168.0.25)] to MAC address 8C:70:5A:49:ED:68 Tuesday, December 12,2017 21:12:16
[admin login] from source 192.168.0.11 Tuesday, December 12,2017 21:11:43
[DHCP IP: (192.168.0.12)] to MAC address C8:69:CD:04:47:F2 Tuesday, December 12,2017 21:10:56
[DHCP IP: (192.168.0.12)] to MAC address C8:69:CD:04:47:F2 Tuesday, December 12,2017 21:09:45
[DHCP IP: (192.168.0.12)] to MAC address C8:69:CD:04:47:F2 Tuesday, December 12,2017 21:08:34
[DHCP IP: (192.168.0.12)] to MAC address C8:69:CD:04:47:F2 Tuesday, December 12,2017 21:07:23
[DHCP IP: (192.168.0.4)] to MAC address 40:98:AD:99:76:A6 Tuesday, December 12,2017 21:04:47
[DHCP IP: (192.168.0.11)] to MAC address DC:A4:CA:81:5E:BF Tuesday, December 12,2017 21:03:12
[Memory log total:227368KB used:127172KB free:100196KB] Tuesday, December 12,2017 21:01:00
[DoS attack: ACK Scan] from source: 216.58.206.67:443 Tuesday

Edited by mike_adams (Tue 12-Dec-17 21:34:01)

Standard User mike_adams
(newbie) Tue 12-Dec-17 22:07:18
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
And from the Sky router....

System Up Time: 00:16:42
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN Down 0 0 0 0 0 00:00:00
LAN Down 0 0 0 0 0 00:00:00
WLAN (2.4 GHz) Up 5301 0 0 13758 0 00:15:09
WLAN (5 GHz) Up 32210 34829 0 206272 27222 00:15:10
PLC Disable 0 0 0 0 0 00:00:00
Broadband Link Downstream Upstream
Connection Speed 34745 kbps 7845 kbps
Line Attenuation 27.7 dB 0.0 dB
Noise Margin 5.9 dB 6.6 dB


Connection Time
Connecting to ServerConnecting
Negotiation---
AuthenticationAUTO
Standard User ukhardy07
(knowledge is power) Tue 12-Dec-17 23:11:20
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
Both show the line as synced, interesting the sky router is syncing faster than the Netgear.
Neither are showing you as without any sync...

The Sky router is displaying that it's trying to get an IP, this is common with Sky though when you switch routers, can take some time for a new MAC and device to be allowed onto the network.

Can you keep using the Sky router, just because it's the one I have so easier to diagnose:

If you head here: http://192.168.0.1/sky_st_poe.html - I am interested in the 2 fields in bold. I am expecting your connection time to be zero and connecting to server: to not be "connected"

Connection Status Close
Connection Time06:36:27
Connecting to ServerConnected

NegotiationMER
AuthenticationAUTO

EDIT: I wonder if your issues with the Sky Q router are just due to the Load Balancing, basically no device can saturate the internet speed alone, so it's common to get less on a speedtest, but if you run it on multiple devices it would saturate the link, just wouldn't on the one device. Overall it gives a better experience over multiple devices e.g. you generally don't see lag on any device vs 1 device getting everything and others suffering. For the Sky Q system a speedtest is not the best measure.

Edited by ukhardy07 (Tue 12-Dec-17 23:14:21)

Standard User mike_adams
(newbie) Wed 13-Dec-17 07:37:12
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Re: Sky Fibre - Dropping Connection


[re: ukhardy07] [link to this post]
 
Yes, that's exactly what those two fields show.
Standard User mike_adams
(newbie) Sat 16-Dec-17 14:34:14
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
Sky were looking to get a BT engineer out, but looking like 10 days leadtime and theyíre still saying chances are itís something in the house setup. Iím going to cancel and go back to BT, the kicker being if I do this, Sky wonít book an Openreach engineer in the interim, but they way theyíve handled this has been shocking so Iíll just have to put up with the lack of service and deal with BT once Iíve switched back.
Standard User BatBoy
(sensei) Sat 16-Dec-17 14:49:27
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
In reply to a post by mike_adams:
but they way theyíve handled this has been shocking
I can't see how you came to that conclusion.

They asked you to use the Sky router but you didn't, you used a Netgear.
They asked you to send photos of your master socket to show you had done their recommended fault finding so you wouldn't get charged £130, but you didn't.

You're probably carrying a line fault back to BT but good luck if you aren't because getting it fixed by BT could be a nightmare.
Standard User mike_adams
(newbie) Sat 16-Dec-17 18:14:40
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Re: Sky Fibre - Dropping Connection


[re: BatBoy] [link to this post]
 
I played their game. I connected the Sky router up. Iíve tried the test socket behind the face plate and neither of those things made a difference. Not being able to book an engineer visit because they never updated their systems to say I had a router delivered?

Iíve had issues with BT but nothing like this.
Standard User BatBoy
(sensei) Sat 16-Dec-17 18:39:13
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
In reply to a post by mike_adams:
I played their game. I connected the Sky router up.
On the 12th
Iíve tried the test socket behind the face plate and neither of those things made a difference.
How long did you connect for?
Not being able to book an engineer visit because they never updated their systems to say I had a router delivered?
They never saw it connected, they only saw the Netgear
Iíve had issues with BT but nothing like this.
No-one knows what issues you have, because you have never said
Standard User blfamily
(eat-sleep-adslguide) Sat 16-Dec-17 20:56:35
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Re: Sky Fibre - Dropping Connection


[re: mbames] [link to this post]
 
Sky wanted pictures of where my router was situated (having wifi issues). Just in case I had set it up in the fridge!

Steve
Standard User dwg1
(newbie) Sun 17-Dec-17 01:16:15
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Re: Sky Fibre - Dropping Connection


[re: blfamily] [link to this post]
 
Have you tried posting your router's statistics on the Sky fibre/broadband discussions page. Rather than mentioning broadband/wifi issues when you speak to Sky try raising a fault with the phone line as others have had more success going this route....
Standard User mike_adams
(newbie) Wed 20-Dec-17 18:07:22
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Re: Sky Fibre - Dropping Connection


[re: dwg1] [link to this post]
 
Itís been stable for the last few days and out of the blue we got a text saying a Sky engineer would be with us this morning. Looks like the original appointment was never cancelled even though it was supposedly for an openreach engineer. Anyway, I called him to let him know and he said it sounded like I was affected by the recent BT work in the area changing out line cards in support of faster speeds. Sky werenít informed and he only knew it was going on due to talking to their engineers when going out and about on his daily jobs. It kind of makes sense based on the dates and nature of the outages but not sure why Sky didnít look in to this as the guy was saying thereís been a spate of calls similar to mine over the last while in the same locale.
Standard User mike_adams
(newbie) Fri 22-Dec-17 11:08:31
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Re: Sky Fibre - Dropping Connection


[re: mike_adams] [link to this post]
 
And itís gone again, pretty much as soon as I posted that!
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