Errors on my line

Garyj881 · 13 Jul 2011 at 18:19

I am having issues with Sky LLU broadband.

Here is my router stats -

Sky are telling me I should be able to achieve 5mb but when they increase my profile speed I get a lot of errors on my line so they have to reduce it to around 4mb, my error count is inbetween 500 - 1300.

Due to this they can't put me on a gaming profile so I have a fairly high ping. if they put me on a gaming profile it's either e a 2mb or a 10mb one, the 10mb causes too many errors and the 2mb is quite slow.

What I've done so far-

I am plugged into the test socket and have been for years.
I have a micro filter into the test socket, I have tried a new one to no avail.
I have tried another adsl cable (not new) to no avail.
Sky/Bt have done tests and found NO issues what so ever.
They have confirmed that it can no way possible be a router issue.

Sky have now said I need to check the master socket, can I do this ?

What options have I got beofre I have to pay BT £165 to check my master socket?

Garyj881 · 13 Jul 2011 at 19:52

I have now had three disconnections in the last hour and my upstream for my noise margin is 2.7.

3dcandy · 13 Jul 2011 at 21:48

you can tell BT you're having noise problems during voice calls...don't say you have broadband issues!

steven_belfast · 14 Jul 2011 at 13:29

Garyj881 said:
Sky are telling me I should be able to achieve 5mb but when they increase my profile speed I get a lot of errors on my line so they have to reduce it to around 4mb, my error count is inbetween 500 - 1300.

Due to this they can't put me on a gaming profile so I have a fairly high ping. if they put me on a gaming profile it's either e a 2mb or a 10mb one, the 10mb causes too many errors and the 2mb is quite slow.

As you are on MER connection type i am guessing you will be on a Isam,
The issue with Sky & Isam's is they have set profiles they can use,
The profiles jump from 4, 8, 10, 14, 16, 20meg
Might be best asking for a 10 meg gamer profile and have the SNR set to 9/7 or 12/7 this will cap the line down and should stop any errors on the line due to it being pushed to 10Meg.

Other than that get a case passed to cst and ask for the line to be run in assia or for a health check engineer to be sent out.

If you were quoted 5 fight to get it.

steven_belfast · 14 Jul 2011 at 13:31

Garyj881 said:
What I've done so far-

I am plugged into the test socket and have been for years.
I have a micro filter into the test socket, I have tried a new one to no avail.
I have tried another adsl cable (not new) to no avail.
Sky/Bt have done tests and found NO issues what so ever.
They have confirmed that it can no way possible be a router issue.

Sky have now said I need to check the master socket, can I do this ?

What options have I got beofre I have to pay BT £165 to check my master socket?

Going by what you have done so far there is not much more you can do,
As for paying there is no need to worry about the statement Sky read out if you have done what they ask.

Hope you get sorted soon.