Getting Openreach involved?

Hi all. Since my upgrade to Sky Fibre Max my line stays connected for 3 days at a time then the router (Sky one) loses connection. My download is 43998kbps with noise margin of 9.2bd and upload is 17000kbps with noise margin of 7.7db. My attenuation is 19.0db and Sky tell me my line is approximately 600m long. Sky have been out to replace my socket as initially after the upgrade the speed dropped to around 31000kbps.

My neighbours across the road have attenuation 0.5db higher than mine and sync at 66000kbps.

How can I get Openreach involved to look into this? Any advice?

Many thanks.

You speak to Sky.

Zarjaz - I shall of course be contacting Sky initially, but they seem to think all is ok and aren't overly interested in line stats. I know my broadband should be significantly better and that my line is capped at 43998kbps. I shall try them again and see how I get on! 🙂

All BTOR will probably say is "You need to contact your ISP", even if you provide all what you posted.

It would be your ISP that contacts BTOR due to they have a contract, just like you have a contract with your ISP (i.e. SKY), but in most cases nothing would progress due to the ISP may / will get charged for the callout if nothing is found wrong.

Paul

In reply to a post by giggsy1977:

Zarjaz - I shall of course be contacting Sky initially, but they seem to think all is ok and aren't overly interested in line stats.

The point is, you cannot contact OpenReach directly. You must speak to your service provider (Sky), and they in turn talk to OpenReach. You have no direct contract for service with OpenReach, and they won't talk to you.

If Sky won't do what you ask, then your only option is to change to another service provider who will. There are some niche service providers like Andrews and Arnold who push really, really hard to get issues resolved - but this is reflected in their service pricing. You have to decide whether the chance of a few extra Mbps is worth that much to you.

Changing service provider by itself won't make any difference to your sync speed of course, except for the fact that you may get a DLM reset when you switch over.

What does the BT wholesale checker say for your line - in particular what is the "handback threshold"? If you are above this, then you are probably not going to get much improvement anyway (and you may be charged if an engineer callout finds no fault).

Copper lines are funny things: there are many, many variables. For example, the actual speed reduces as the number of FTTC users on your cabinet goes up, due to crosstalk. Speed estimates are just that - estimates, from a model which only partly reflects reality. On my line, the upload speed estimate range from the checker is 5-7M. In reality I get 5-5.5M in winter and 4-4.5M in summer. Presumably the physics are affected by temperature. It just shows that the real world is a lot more complex than the model.

Same house, two lines and 10 Mbps difference (1/3 of the speed)

The path is Sky, not sure if its my brain but seem to recall some moaning Sky Q was a slower router in connection speed terms than some others...

The BT checker shows that my handback threshold is 43.9mbps. Can't seem to attach a screenshot for some reason!

Ten mbps less (than 66mbps) I could cope with (probably) but to be 22mbps down from a line with higher attenuation seems a bit odd maybe?!

As others have said your contract is with Sky not BT Openreach so you sadly have to go through them.

The whole ISP/Openreach dividing line allows both sides to shirk their responsibilities which they both do often (sorry to those individuals on both sides that don't but they are in the minority).

Things like G.INP and DLM capping can easily account for the difference you have.

Odd but many variables involved, with the modem being a key one

What I don't understand is that the handback threshold is 43.9mbps on the BT checker, but Sky say my guaranteed access speed is 35mbps, which is lower than I got on the 40/10 package.

Shall keep an eye on it and if no better by the weekend a new (non-sky) router may need to be introduced!

In reply to a post by giggsy1977:

Sky have been out to replace my socket as initially after the upgrade the speed dropped to around 31000kbps.

Sounds like OpenReach already have been involved, surely it was them that replaced your socket (and likely tested the line at the same time).

Sky have a Tech Team they send out in the first instance. Even they agreed my line was capped!

And if remove of the cap is to be done then Sky request it of Openreach

In reply to a post by MrSaffron:

And if remove of the cap is to be done then Sky request it of Openreach

Yep, but I believe they can only request a certain amount of DLM recalcs per day.

Openreach do allow CPs to replace NTEs now, and fit an SSFP.

And they replaced you OR supplied and managed master socket ?

The Sky Tech Team replaced my Nte5a and Mk2 faceplate with a Nte5c and the Mk4 faceplate. Not seen any difference in the stats on the Sky router though.

In reply to a post by candlerb:

In reply to a post by giggsy1977:

Zarjaz - I shall of course be contacting Sky initially, but they seem to think all is ok and aren't overly interested in line stats.

The point is, you cannot contact OpenReach directly. You must speak to your service provider (Sky), and they in turn talk to OpenReach. You have no direct contract for service with OpenReach, and they won't talk to you.

If Sky won't do what you ask, then your only option is to change to another service provider who will.

It depends on what you are contacting them about, I have and often do have a chat now and then with BTOR via Twitter, they are a very polite chatty group of people, but in this case they would say to contact their ISP.

But yeah, like you said, if Sky won't doing anything about it, then change providers.

Paul