Happy - but how to get ADSL2 Profile

I have been connected at 8096/768 for the last 6 weeks on Sky MAX service- very pleased with performance - solid as a rock - cannot complain about performance at all.

Unfortunately different matter with the support. I have been trying to get my profile changed from ADSL1 to ADSL2 - I am less than 2km from exchange, on LLU, low noise - I am pretty confident that I culd get faster with ADSL2.

Calls to support range from downright rude ("There is no such thing as ADSL2 - I am hanging up now to deal with a real customer") to very helpful ("I will raise a tier 3 ticket - but it may take up to 5 days").
End result is still the same - no action and no response. The two tier 3 tickets that were raised were closed without any action. I did say that I would be happy to take the risk of moving to ADSL2 in case it proved to be slower - that was added to one of the tickets - but no joy.
I don't think I am being unreasonable - and have been polite throughout - but am getting nowhere.

Apart from continuing to call and try - can anyone suggest a better way - is there an email address that anyone has been successful in getting a real response from? Any other specific way of requesting ADSL2?

Its such a shame - if only Sky at least had a reasonable escalation procedure the poor quality of the initial support staff wouldn''t be so hard to take.

Desperataly hoping someone can suggest a way forward.

Nigel

Hi,

I'm in the same boat. nothing happens, although I am only on about 6Mb. My attenuation is 44 normally, suggesting I could get nearer 10 from the speed checking sites, depending on noise.

I did have a chat with one support person, who said that was the max my line could take, so they wouldn't change it.

I've now tried emailing support, completeing the online form and get ignored, not even the courtesy of a reply, which I think stinks to be honest.

Sorry I can't help anymore than that, but you're not the only one unfortunately, and as you have found, support is a joke, and not a funny one either. If only there was someone that could actually achieve something with this bunch of halfwits. Good job there tv support is much better.

Attenuation and noise margin?

What does http://www2.farina1.com/adsl/default.aspx suggest you can manage on ADSL2+

I'll check that when I get home tonight. My estimate of up to 10-Mb came from the checker on dslzoneuk.net.

I'll advise information later

I'm also in the same boat. I Migrated from UKOnline from ADSL2+ so I know I can get around 9.5Mb/s to 10Mb/s. OK, so not much of a speed increase from the 8 they've capped me on but as I'm paying for MAX I expect to get maximum performace!

I have raised a ticket by Phone and also via the website. In theory someone should get back to me today (5 days is up since I placed the call) but I doubt I'll get anywhere.

If there is a 2 or 3Mbps boost then I can forward details of lines that look likely to benefit from ADSL2+

Andrew,

Thanks for the offer of help. Stats below:

ADSL Link Downstream Upstream
Connection Speed 5984 kbps 768 kbps
Line Attenuation 44.0 db 26.5 db
Noise Margin 10.1 db 13.0 db

Noise margin drops to the high 7's but never below that.

Your checker site suggests the following:

ADSL 6423 Kbps
ADSL2 8785 Kbps

This indicates to my untrained eye, and increase in sync speed of nearly 3Mb. I appreciate that I won't get all of that in a download speed, but anything to get what I am signed up for.

Let me know if you need further information, and again, many thanks

Gary

Can try for you, it is very much on the margins of what Sky will do - need to email me now with this info and the phone number of the line

Current down sync 8096 up 768
down attenuation 34dB
Noise margin 7.5 (sometimes up to 9)

From your site - ADSL2+ speeds up to 14181Kbps

Hopefully this should mean I am likely to get faster speeds - if only I can get onto ADSL2

Thanks

Nigel

In reply to:

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I can get onto ADSL2

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You mean ADSL2+. It may help your case to use the correct terminology