Sky Broadband (ADSL) Issues...

[russ9898]

Hi all,

Just wondering if anyone can advice on the following scenario as I feel Sky are fobbing me off a little if I'm honest.

On Thursday we started to have issues with our router losing sync, this progressively got worse and by midday on Friday the internet was unusable as it was down more than it was up.

Keen to ensure there wasn't a fault on our equipment at home I completed the following steps before contacting Sky:

1. Removed our NTE5 filtered faceplate and plugged a new micro-filter into the test socket with only the Sky Hub installed.

2. Swapped the DSL cable with a spare I had lying around.

3. Swapped the SR101 Sky Hub with a friends spare SR102.

The disconnects continued, at which point I called Sky and run through the steps completed above whilst they completed line tests which came back clear. The call handler went to discuss with her manager who authorised an engineer visit, to my surprise a Sky engineer turned up (yes Sky...not BT Openreach) this morning. The engineer completed a thorough rolleyes visual check and swapped our SR101 out with a shiny new SR102 as he thought it was a router issue despite me showing him the SR102 I used as a test router and explaining that the disconnects continued. He also completed an on demand download on our Sky HD box to show me how well the internet was now working...
Whilst at our property he called up (I presume) the Sky Broadband team and informed me that our line profile was a complete mess and they had "re-installed" it for me.

Since his visit web browsing is now borderline impossible and my latency times have increased from 9ms to 40ms or more. With this in mind I have called Sky again and explained all of the above to which they replied the line profiling was disabled during the earlier phone call the engineer made, they have now re-enabled the line profiling however my pings and web browsing are both awful.

I'm not sure what is going on but our previously rock solid line which held a consistent 22mbit sync speed is now flaky at best.

Any suggestions on how I can look to resolve this OCUK?

 

[KIA]

Ask 'em to send an Openreach engineer if you've definitely ruled out everything on your side.

 

[russ9898]

Ask 'em to send an Openreach engineer if you've definitely ruled out everything on your side.

They've instructed me to allow them to run to the line profiling for 24 hours although it could take upto 72 hours blah blah blah. If however its not stable by this time tomorrow I will be asking for an Openreach visit to be booked, I was expecting that today, I was gobsmacked when a Sky engineer showed up.

 

[troops]

Had a similar situation the other week with Sky fibre.
Luckily i was sent an Openreach engineer due to disconnects and taking its time to come back up.
He said only his test equipment could diagnose it which was water ingress.
He said my exchange is a disgrace and rains in so would reconnect me in the driest part.
Also changed the copper to the fibre box which he said was old GPO stuff.
Dunno if its normal but my Noise Margin is now at around 19db now.

Make then send an engineer its the only way.

 

[russ9898]

At last Sky have agreed to log an Openreach appointment. Our connection has continued to be unusable at times again today and prompted a further call to Sky. The gent I spoke to was spot on and really helpful, he could see the stability issues and decreased line speed due to DLM. Further line tests had to be ran and at long last they came back as an external failure meaning that hopefully we wont have to wait in for an engineer appointment and it is equipment at the exchange, cabinet or wherever that is the issue.

What I will say in Sky's defence, despite yesterday's pointless engineer visit is that I have always got through to a UK call handler and they have had the decency not to read off a script to me the whole reset the router and plug into the test socket malarkey when I explain to them that I have already eliminated any potential points of failure on our end.

 

[Mull3t]

I've been having something similar to you for the last 6 months and Sky have been fobbing me off the whole time (new routers, engineer visits have happened but everytime I call back I'm just starting again with some teenager who doesn't know what a ping is).

So I've cancelled. Never will use them again.

*edit turns out I can't get fibre now so stuck with the dire Sky!

 

[russ9898]

Hi all,

Whilst my connection drop out issue has been solved by openreach (by losing 2.5mbit of sync speed), our connection is now horrendous with huge instability in latency terms. I have been running a think broadband monitor. The image below showing the last 24 hours is pretty typical of what I have been seeing. Does this indicate over subscription on my exchange would you say?