Sky broadband connection problems
cp2
Posts: 955 Forum Member
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A couple of weeks ago I got tired of intermittent drop outs with my Sky broadband connection and phoned Sky to see if they could see a reason from their end.
After performing a few tests without any action required on my part I was advised that the router had been identified as the problem. After a bit of a discussion they agreed to send me a new SR102 router without charge.
The conversation took place on a Saturday and the new router arrived on Monday and was duly successfully connected. The new router reported a downstream connection speed of 16,000 ish, about the same as the old router.
Last Sunday I logged onto the router to see that my connection speed had dropped to less than 9,000. I did try to phone Sky but they were very busy so I decided to reboot the router. It reconnected at 16,200 ish.
Yesterday (Saturday) my web browsing was interrupted on my tablet by a message from my Sky hub that my connection had dropped. I then switched to my PC as it has a wired connection, thus removing any wireless problems. By the time I did this the connection had been re-established. Logging on to the router’s webpage told me that my downstream speed was once again reduced to less than 9,000.
Rebooting the router once again re-made the connection to 16,000 ish but I decided to phone Sky again and ask them to check their end. This time the operator couldn’t see any apparent reason for what was happening but said that they would “stabilise” the line at 16,000 ish.
I should add that I do leave the router on at all times and I do think that the change of router has improved matters but clearly not fully.
I am going to wait for to see whether this drop happens again before I resume any dialogue with Sky.
In the meantime can anyone suggest possible reasons for my connection challenges?
After performing a few tests without any action required on my part I was advised that the router had been identified as the problem. After a bit of a discussion they agreed to send me a new SR102 router without charge.
The conversation took place on a Saturday and the new router arrived on Monday and was duly successfully connected. The new router reported a downstream connection speed of 16,000 ish, about the same as the old router.
Last Sunday I logged onto the router to see that my connection speed had dropped to less than 9,000. I did try to phone Sky but they were very busy so I decided to reboot the router. It reconnected at 16,200 ish.
Yesterday (Saturday) my web browsing was interrupted on my tablet by a message from my Sky hub that my connection had dropped. I then switched to my PC as it has a wired connection, thus removing any wireless problems. By the time I did this the connection had been re-established. Logging on to the router’s webpage told me that my downstream speed was once again reduced to less than 9,000.
Rebooting the router once again re-made the connection to 16,000 ish but I decided to phone Sky again and ask them to check their end. This time the operator couldn’t see any apparent reason for what was happening but said that they would “stabilise” the line at 16,000 ish.
I should add that I do leave the router on at all times and I do think that the change of router has improved matters but clearly not fully.
I am going to wait for to see whether this drop happens again before I resume any dialogue with Sky.
In the meantime can anyone suggest possible reasons for my connection challenges?
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Comments
Any correlation with rain?
Is your telephone cable overhead? If so then tree branches rubbing and wearing cable.
Do you have multiple phone sockets in the house. One could be faulty.
Do you have multiple phones connected. One could be faulty.
Could be a bad adsl splitter. Check them all.
Can you be certain it happens on a wired connection as well as a wireless. You said your tablet dropped out.
Sounds like you have a bad or intermittent line and your router is retraining and dropping its connection speed to match the line conditions.
Be careful not to end up between sky and open reach arguing whose problem it may be.
Just a collection of random thoughts to think about.. :-)
http://forums.digitalspy.co.uk/showthread.php?t=2174491
Sky did go through a master socket direct connection test with me a while go and my internal wiring "passed". However, i would not be surprised if Sky ask me to go through it should my line drop again and i phone them.
I suspect an interm intermitant fault on the line and I'd have to be very lucky for it to spotted.
In the meantime i will wait for another drop before taking it any further.
Thanks for your responses.
Not sure whether that helps me any though.
Besides, I suspect an intermittent fault which will be difficult to track down.
In the meantime i have been logging my downstream connection speed over the past few days, usually triggered when i see the Sky router flashing orange.
Line attenuation has been constant at 27.0
Date Rate Noise margin
8/9 9619 15.5
8/9 reboot 15950 6.1
9/9 10160 14.6
9/9 reboot 16097 6.1
10/9 15892 6.1
13/9 9008 16.6
13/9 reboot 16262 6.1
16/9 8928 16.5
16/9 reboot 16085 6.1
So, a reboot re-establishes a decent speed but something happens that causes the router to disconnect and then reconnect.
The resets usually occur around 2 am or around 6 pm.
These fluctuations are all within the projected speed range ofd my line so I am unlikely to get far with Sky/ Openreach.
I have also discovered that I have an EO (Exchange only) Line which means i am apparently at back of the switch to fibre queue as the current priority is fibre through a cabinet, something my line doesn't have.
It's really been crap recently! Dropping off at weird times. 4 am no internet makes no logical sense. Trouble is all my TV's need the Wifi to work, no wires ! When I comes back it's great but the drop offs are getting frustrating!