Sky Customer Support and Technical Support

i just phoned up now to see why my sky connection is so slow, its syncing at 8128 all the time, i was asked to log into the router which i was alread in, when i said this to the woman, she went quiet and disconnected the call!! im not a happy person

but during the times of roughly 4-5pm to 12-1am, my broadband is basically unuseable, at the moment i cant even download emails from gmail, webpages take an age to load

speed test tonight

Today 21:01 736 kbps (92kB/s) 243 kbps (30.4kB/s)
Today 21:50 479 kbps (59.9kB/s) 331 kbps (41.4kB/s)

this is very disappointing from an up to 8Mb connection, which my router is syncing at

ADSL Link Downstream Upstream
Connection Speed 8128 kbps 448 kbps
Line Attenuation 32.0 db 18.5 db
Noise Margin 10.2 db 28.0 db

could my line be capped? i hope it isnt, i wouldnt be impressed if it is!!

how i wish i never signed up with Sky now

taken from http://www.speedtester.bt.com/

Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 8128 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 7150 kbps
Actual IP throughput achieved during the test was - 187 kbps

This test was not conclusive and further testing is required.

Please wait whilst you are redirected to undertake a second test.
You now have two choices-

1. If you wish to carry out further tests and you are competent to make changes to your ADSL system configuration, then please click on 'Continue' button.

2. If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results

Edited by deleted (Tue 23-Dec-08 23:14:05)

If your line has a profile, then you're on a BT line re-badged by Sky, so it will be capped. Sky LLU is supplied by Sky, and it isn't capped.

i know that, i didnt say anything about llu

As you can use the BT speedtester you are on non-llu Sky which has caps.

By the fact your sig still has an old ISP, i would guess this is a new service? If so how long have you had if for? As you are on the non LLU service i recall seeing something about a 10 day profile period for setting up your line, are you still in the first 10 days or past this and it has suddenly dropped, if in the 10 days, possibly waiting might be an option to see if it settles out, if after, has anything changed recently, have you tried some of the many suggestions out there regards line performance, eg removing extensions and plugging router directly into main socket where your line comes in etc.

Also if you are going to call back tech support, are you able to do so at very late times in the evening (early morning) its sometimes easier to get during the non standard hours as they are 24 hours open...

You'll not get much help from other users if you reply to help offered with a shirty response such as "I know that....." People want to help, and dont respond kindly to such a dismissive attitude. Get a bit of politeness, why don't you.

You've almost described Christmas light loon problems to a T . So from when it gets dark to when most people go to bed your line goes west . .

Its always helpful if you know the difference between LLU and IPstream to make it very clear in your first post . It saves allot of messing around .
As you know the difference between LLU and IPstream , im amazed that you didn't also know about the fact that nearly every single ISP on IPstream , has to traffic manage there centrals capacity and the product you have connected on has well documented caps .
But putting that all aside it does sound like interference on the line rather than capacity issues , as if it was capacity problems you would not be the only poster .
The strange thing for me is your routers not losing sync , only other thing i can think of is a wifi problem .

In reply to:

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You've almost described Christmas light loon problems to a T . So from when it gets dark to when most people go to bed your line goes west . .

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Mine doesn't, and I've got a string of 180 "icicle LED lights" down the side of the house, 2 sets of conventional lights stuck to the patio doors, and another 3 sets (a total of about 800 LED lights) on and in the vicinity of the tree. And I'm still sync'd at 4M - the same speed as I get during the day.

If you don't, I suggest you make a New Year's resolution to tidy up your phone wiring !

@ The_Jimster
your right my sig is old ISP, no im not in the 10 profile, had this connection since about May i think.

Router isnt on a extension, i have tried 3 different routers, tried all on the master socket and the test socket, all the same
i think ill give Tech support a miss late at night, this is when i last called and they cut me off, time before that i called during the day, support was excellent, just problem was never sorted

@ lelboy
when i want your opinion ill give it to you, until then, keep your (my) opinions to yourself

@ woweebert
i had problems when i was with Nildram, took an age for them to do something about it, line was losing sync anything from 2 minutes to 6 hours, BT engineer was sent out and it got sorted, the only one using wifi is my wife on her laptop


did i miss anything?

thanks for the replies

In reply to:

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when i want your opinion ill give it to you, until then, keep your (my) opinions to yourself

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Wow, with an attitude like that, you're bound to get tons of help.

In reply to:

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did i miss anything?

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Yes, try pressing the correct reply button in future, because (as far as I can see) nothing in your reply was for me.