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Standard User Richeh
(committed) Mon 21-Jan-13 16:21:54
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Worth reporting to Sky? (Ongoing issue)


[link to this post]
 
Hello,
I had my Sky fibre installed originally on 10/12/12. Unfortunately, things didnt go smoothly.

Long story short originally synced at 14MB down (Est 25.6) and over the next week or so had about 20-30 disconnections, 3 engineer visits later and speed dropping to under 8MB the latest one found that squirrels had chewed through 2 parts of cable further down the road. Both replaced, straight away connected at 26.9MB Down and about 7.5MB Up and I was happy, this was all on the 5th Jan.

Cut to today, I have seen the connection go down about 3 times (DSL light on Openreach modem goes off etc) 2 of which were in the first couple of days of having the line fixed and the DLM reset. And then one occured about 3 nights ago about 8:45PM. As they are not frequent in any way its not a problem (unless it kept disconnecting mid evening during my gaming time! Which it hasn't.). But the one thing that does concern me is I have gone from 26.9 Down to 20MB Down exactly and about 6.5MB Up.

Before I would of been on the phone again but to put it mildy my experience with Sky has been fairly terrible, waiting times and too many advisors who just didn't know what they were talking about.

I am tempted to wait until this weather passes to see if it picks back up, although I have read theoretically the copper lines love cold weather. Or is this possibly quite normal? My line is 1.1km long. I had one of the more knowledgable advisors (or he sounded it at least) who told me that when they do a line test if its an over 25% reduction in the engineer checked speed then it will always flag up as a fault. This sounded reasonable as a 25% margin for error of speed isn't too bad but a 7MB drop on a 27MB line is a fair whack as I use torrents regularly and the max speed has gone from 2.9mb p/s to 2.1.

I am coming off a 3.5MB Down/768k up connection so its a huge improvement but is it worth reporting?

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...

Edited by Richeh (Mon 21-Jan-13 19:31:30)

Administrator MrSaffron
(staff) Mon 21-Jan-13 16:27:40
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
Needs sky to check the line stats, what is the connection speed reporting in the Sky router.

It may be the Openreach DLM has kicked in to stabilise the line, i.e. stop it flapping off/on

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Richeh
(committed) Mon 21-Jan-13 19:31:43
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Re: Worht reporting to Sky? (Ongoing issue)


[re: MrSaffron] [link to this post]
 
DownStream Connection Speed 20000
UpStream Connection Speed 6688

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...


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Administrator MrSaffron
(staff) Mon 21-Jan-13 19:55:19
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
If you are around 1 km from the cabinet then to be expected, the DLM may be reason for the drop or just an increase in takeup thus increasing cross talk

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Richeh
(committed) Tue 22-Jan-13 17:46:58
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Re: Worht reporting to Sky? (Ongoing issue)


[re: MrSaffron] [link to this post]
 
Cheers for your help.

I notice today that the speed has risen to 22MB down, thinking that it cant be a fault if the speed does in fact go up. Am I right in thinking that FTTC can change the sync speed on the fly without a disconnection?

I used to be able to tell what was going on with my ADSL connection but as the Sky Hub is used again for FTTC it is absolutely terrible, doesn't show correct speed until reboot and the 'logs' don't log anything outside of the Sky Hub's connection.

I am aware you can hack the BT modem but I don't really have any interest in hacking something to find info Sky/BT should have in the first place!

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Administrator MrSaffron
(staff) Tue 22-Jan-13 18:36:18
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
FTTC usually needs a resync to change speed still.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Richeh
(committed) Tue 22-Jan-13 18:52:29
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Re: Worht reporting to Sky? (Ongoing issue)


[re: MrSaffron] [link to this post]
 
Yep its done it 3 times so far tonight...think i'll give em a call, can't see that being normal.

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Standard User paulb100
(regular) Tue 22-Jan-13 19:36:49
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
just to be clear for MrSaffron...

are you 1Km from the Cabinet? or is your line 1Km from the exchange?

-------------------------------------------------------------
Tech & Broadband Chat
Standard User RobertoS
(sensei) Wed 23-Jan-13 00:25:03
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
Your sig is confusing smile.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User Richeh
(committed) Thu 24-Jan-13 02:18:44
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Re: Worht reporting to Sky? (Ongoing issue)


[re: RobertoS] [link to this post]
 
Sorry for delayed reply, i'm 1km from the cabinet.

It's disconnected several times in the last few days including a couple mid evening so will be giving them a call. I will settle for 20MB+ quite happily at this point but I do want it stable.

Also, i'm not gonna change my sig until my speed actually decides where it wants to stay wink

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...

Edited by Richeh (Thu 24-Jan-13 02:19:36)

Standard User ukhardy07
(fountain of knowledge) Thu 24-Jan-13 04:31:40
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
It might just be that line management is settling down.

When I had a line fault which brought my speeds down from 80Mbps to 30Mbps I had lots of disconnections as line management kicked in.
When the line was fixed the modem was changing sync sometimes 3 times a day. This kind of behaviour continued for around a week when it settled back at a full 80Mbps down. Now no further drop outs.

In the past I have had sky investigating just one or two drop outs per day.

It should be stable though. Mine doesn't drop out at all now the line fault's resolved.

I would definitely get them onto this. I had a fault Sky Hub initially which dropped the connection even when the modem wasn't dropping out.

Do you often see the "oops your connection has dropped frown?" It looks just like this.
http://i46.tinypic.com/rlamoh.jpg

Edited by ukhardy07 (Thu 24-Jan-13 04:35:57)

Standard User R0NSKI
(experienced) Thu 24-Jan-13 10:18:57
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
You might be in for a long wait, mine still fluctuates 6 months on......

Standard User Richeh
(committed) Thu 24-Jan-13 15:12:53
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Re: Worht reporting to Sky? (Ongoing issue)


[re: ukhardy07] [link to this post]
 
Hmm, well my DLM was reset on the line fix over 3 weeks ago now. Surely I shouldn't still be getting daily disconnections and re-syncs this far in? If it was early morning I wouldn't mind but as I get maybe a couple of hours every day max to play a game the last 2 times i've played its disconnected right in the middle!

Although I see someone mentions 6 months its still fluctuating I can't see that being normal. Wish I had gone with BT as opposed to Sky!

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...

Edited by Richeh (Thu 24-Jan-13 15:22:59)

Standard User ukhardy07
(fountain of knowledge) Thu 24-Jan-13 15:16:34
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
DLM never stops on fibre optic. It's more aggressive at the start but that's about it.
If your line randomly improves DLM kicks in. Same if it gets worse.

You shouldn't expect disconnections at this stage though.
Standard User Richeh
(committed) Thu 24-Jan-13 15:28:25
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Re: Worht reporting to Sky? (Ongoing issue)


[re: ukhardy07] [link to this post]
 
Just did a Sky router reboot back down to:

DownStream Connection Speed 20000
UpStream Connection Speed 6668

For the last week one odd thing I have noticed is with the Sky hub when I access the web panel every time I click a page I get '400 Bad Request No request found.' I just need to refresh the page for it to work but would this indicate a possible problem with the hub?

I told the last engineer I wasn't sure if the BT box possibly needed replacing as when it was first installed the engineer dropped it twice and dropped a big screwdriver on it 3 times. Now the Sky Hub is having weird issues as well i'm wondering if Sky would let me just say 'Can you just send me 2 new boxes, save the engineer visit for now and let me see if that fixes it' but am sure they have their protocols etc

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Standard User ukhardy07
(fountain of knowledge) Thu 24-Jan-13 15:38:54
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
Sky dont have any modems. No fibre provider has these. The only way to get a replacement is to get a engineer out.

The Sky Hub they will replace very easily.

If you have tried a full reset by holding the reset button for 10 seconds
& also
You have also tried turning it off. Holding reset for 30 seconds with it off.
Turn it in and hold reset for 30 seconds.
Turn it off again and help reset for a further 30.

If that doesn't help you should get a new one.

I have never seen that error page once whilst browsing admin interface. My sky hub hasn't skipped a beat even after months of being on constantly.

It's very odd that the admin page is showing errors it shouldn't ever do that. These pages should work fine.

Edited by ukhardy07 (Thu 24-Jan-13 15:39:32)

Standard User ukhardy07
(fountain of knowledge) Thu 24-Jan-13 15:40:15
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
When the Internet drops does the openreach modem DSL light go off or stay green?
Standard User Richeh
(committed) Thu 24-Jan-13 20:12:35
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Re: Worht reporting to Sky? (Ongoing issue)


[re: ukhardy07] [link to this post]
 
Both I 'think'. Last night for instance the DSL light went off on the BT modem but then there have been other times when i'm looking at my torrents or the net and suddenly no connection, look at my torrent client which has speed monitoring etc and can see that it has dropped to 0 for 30 seconds or so but all the lights stay on from the BT modem and the lights don't shift on the Sky Hub either.

Sky Hub doesn't surprise me as its useless, even if the DSL light drops on the BT modem it still shows the godamn stupid smiley face on the front! tongue

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Standard User ukhardy07
(fountain of knowledge) Thu 24-Jan-13 20:47:09
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
This is all really odd behaviour!

The lights staying on indicates the line hasn't dropped out generally.

My sky hub isn't useless. Works perfect and the smiley face on mine goes off within half a second of my connection dropping.

I think the equipment might be faulty as the lights are staying green etc yet the connections appearing to drop out. I also think there's a definite line issue as at other points the openreach modems obviously dropping.

Get someone out as it should just work 100%
Standard User Richeh
(committed) Fri 25-Jan-13 16:56:57
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Re: Worht reporting to Sky? (Ongoing issue)


[re: ukhardy07] [link to this post]
 
Cheers for your help.

I'll probably give them a call tomorrow, this will be my 5th engineer visit hence the hesitance phoning again as if they can't sort it by now I don't think they have any idea where to go. The last engineer even said after he replaced the broken cables that he honestly has no idea what is wrong if that didn't fix it but as it connected at 26.9MB straight away it appeared problem solved. Now 3 weeks later down to 20MB and around one daily disconnection!

Am I right in thinking that only BT engineers will authorise a new BT box?

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Standard User ukhardy07
(fountain of knowledge) Fri 25-Jan-13 17:43:02
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
Sky authorise the new sky hub. This is definitely giving you trouble so 100% get it swapped out. It's giving all kinds of errors on admin pages etc that it shouldn't be doing.

Out of interest if you pull out the ethernet cable between the modem and the router does the smiley face go off? It should do this pretty much instantly.

The openreach modem that's an interesting one. I'm not sure who makes the decision. I would assume the engineer although if it broke eg. kept turning off randomly sky would send an engineer to replace it.

I understand your frustration. The only trouble is that line issues like this are not usually ISP dependant. It's generally a fault somewhere which would just transfer to another ISP if you switched.
Standard User Richeh
(committed) Mon 28-Jan-13 16:10:39
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Re: Worht reporting to Sky? (Ongoing issue)


[re: ukhardy07] [link to this post]
 
Just phoned up today (first time I could bare it). Have been forwarded to the 'Customer Resolution Team' who will contact me within 3 days. Last time I was told this had an engineer turn up at 7:40am the next day knocking on our door! He didn't fix anything either. So will see how this turns out.

Unfortunately, I was unable to get a new Sky Hub, I explained the problems but he could either send me a new hub OR refer up so I chose to be referred up as the Hub has nothing to do with the DSL losing sync.

Now I have to wait for a text with a reference number (and supposedly a direct line number as well) and then wait 3 days.

So exciting!

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Standard User ukhardy07
(fountain of knowledge) Mon 28-Jan-13 16:15:53
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
That's good.

When the openreach modem DSL light goes off that is a loss of sync.

If the openreach light is green and you cannot get online. The Sky hub is to blame here.
The Sky hub actually authenticates you onto the network via MER.
If you constantly unplug the Sky hub and not the openreach modem Sky will still register this as a disconnection at their end.
It does more than just pump wireless around the house.

I think you said earlier that the connection drops when the modem has a green light? & you have problems with the admin pages. So here the router is looking faulty.

Anyho not to worry. When the engineer comes out do not list any issues with the sky hub. Say it's been perfect. Then it points to their modem or the line.

If they can blame your equipment e.g. sky hub, computer etc I find they do.

Once the engineer goes on his way get a new hub sent out just to be safe smile
Standard User ukhardy07
(fountain of knowledge) Mon 28-Jan-13 17:30:01
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
On standard broadband before fibre did you get any drop outs?

Can you describe your internal setup to me please? Even a cable just being slightly crushed causes my fibre to drop out all the time. I had my RJ11 cable hidden behind the skirting board and this caused it to drop as it pressed the cable. Sounds daft but it would be good to know every detail of your setup.

1) Does the house have any extension sockets? So e.g. another socket upstairs
2) Do the extensions run from the master socket or are they wired in before it?
Very often the line goes in at the loft, the line then splits to all of the extensions in the loft. One of these extensions is made the master socket. In truth the master isn't filtering the extensions. Is this anything like you?
3) What other devices connect to your phone line, e.g. sky boxes, fax machines etc
4) Are any cables crushed
5) Does the fibre modem connect directly to the master socket with the short provided rj11 cable or is this extended?
6) Does the fibre socket look like this http://tinyurl.com/aswzwns
7) Has any of the equipment been dropped - if so it's probably faulty. My openreach modem fell around 30cm and although it worked still it caused drop outs all the time.
8) If the house has extensions. Is anything connected to the extensions?

Can't think of much more right now.

Edited by ukhardy07 (Mon 28-Jan-13 17:35:40)

Standard User Richeh
(committed) Mon 28-Jan-13 21:06:02
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Re: Worht reporting to Sky? (Ongoing issue)


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
1) Does the house have any extension sockets? - Nope, new master socket wired directly to the room with the hub/computer in it.
2) Do the extensions run from the master socket or are they wired in before it? - N/A
3) What other devices connect to your phone line - Cordless phone, happens without it plugged in as well.
4) Are any cables crushed - No all free and hanging!
5) Does the fibre modem connect directly to the master socket with the short provided rj11 cable or is this extended? - Cable that came with
6) Does the fibre socket look like this http://tinyurl.com/aswzwns - Yep
7) Has any of the equipment been dropped - if so it's probably faulty. My openreach modem fell around 30cm and although it worked still it caused drop outs all the time. - Yep as mentioned in my posts above, Openreach modem was dropped and had things dropped on it. Will obviously tell the engineer AGAIN should one come.
8) If the house has extensions. Is anything connected to the extensions? - N/A


Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...
Standard User Richeh
(committed) Fri 01-Feb-13 16:07:46
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
Sky phoned today (another 24 hours later than promised).

First the guy tried to explain that the speed has been locked at 20Mbps as the next step is 25Mbps and my line 'must' (as in knowone has even checked) have produced too many errors so its dropped to 20Mbps. Ok I said but what about the disconnections? Well it looks like the line hasn't disconnected here....

Absolutely useless, after explaining in every single godamn phone call I have had with them you would think some bright spark would realise 'hang on, we're not seeing everything from our modem reports, we should do something about that'. After I assured him the DSL was losing sync daily (and in my opinion the likely cause of the drop to 20mb, if its disconnecting for whatever the reason the DLM will think its unstable and drop the speed) he told me that he would need to refer it for an engineer but unfortunately they can't get one for me tomorrow as once you reach the afternoon you cant book for the following day, ok although if they had rung me when they were supposed to then it would of been yesterday. We arranged it for thursday as i'm off work and explained I simply could not take more annual leave for more engineer visits.

I then asked him about the BT modem being replaced, wasn't noted anywhere of course and he said he would add a note to make sure BT bring a new one. I then said about the Sky box and he 'wasn't convinced' the box is broken, I explained about the 400 Bad request errors to which he said he hadn't heard about AND couldn't understand how I had seen it on the Sky help forums as it had never been mentioned before....I told him to enter '400 bad request' into the search box on the forums. But alas cannot replace the Sky Hub as we're going the BT route first.

Unfortunately, I can no longer cancel with Sky, as you can cancel within 3 months if you receive below 15Mbps but they fixed that so I get 5 more but daily disconnects. I would rather go with BT just so when you do phone them they will actually have access to real helpful information.

Sorry for the rant but I am fully expecting more calls, more visits and likely the engineer turns up thursday but didn't know he had to bring a new BT modem!

Back at parents:

Sky Broadband Unlimited:
4mb down 768k up frown

Waiting on fibre...

Edited by Richeh (Fri 01-Feb-13 16:09:23)

Standard User iand
(fountain of knowledge) Fri 01-Feb-13 18:05:00
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Re: Worht reporting to Sky? (Ongoing issue)


[re: Richeh] [link to this post]
 
declaire your sky router as broken. You may have to switch it off, say at night, go to bed and then ring up the next morning. See if they will send a new one. wait another 2 hrs then off you go again...

IanD
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