Problems with Sky BB

Jonners · 20 Dec 2011 at 13:09

At the moment my Internet connection keeps suffering intermittent loss of sync. Anywhere between 30 seconds to 15 minutes or more.

Anyhow I'm currently at 5.3mb downstream and 512k upstream, yet Sky insist it's all fit and well here for 6.9mb down + 1mb up, if sure I wonder why they don't offer it.

Anyway back to the problem of the intermittent disconnections, Sky have done all the tests and my line appears problem free in that respect, so have arranged for BT Openreach to pay a visit, I did ask prior to agreeing to have them come round, is there going to be a charge for it, and was told by Yvonne @ Sky BB Tech Support Tier 2 or 3 :confused:

no sir there won't. But I'm beginning to have second thoughts she's a liar.

Am I in for a right royal shafting financially?! :eek:

booyaka · 20 Dec 2011 at 15:05

My understanding from previous discussions with Sky was that it you line is fine and no faults are found, then "potentially" you are liable for the Openreach engineer callout charge (about £150 or something i think)

But saying that - why would they send an engineer out if everything is fine - seems strange!

Jonners · 20 Dec 2011 at 16:00

Their line tests were said to appear ok, I wne through everything they said the moronic basics

I'm unsure why they want the engineer here it was literally forced upon me, with a strict mention it wouldn't cost me a penny, nor any contracts about fee's read out to me.

All these crappy estimates reckon my line is fit for 7mb yet I reckon it's absolute best is 4mb but no one wants to listen.

I just don't know what to do....I simply dont have the money to throw away on these engineer visits.

Jurax · 20 Dec 2011 at 16:46

Have you tried plugging directly into the test socket? Usually a good way of ruling whether fault lies at your end or the ISP's.

Jonners · 20 Dec 2011 at 16:54

I've tried the test socket and been on to Sky again, they claim if I've helped them with their basic tests then I wont get charged by BT for the callout :confused:

Pulse · 20 Dec 2011 at 17:01

We never paid for a BT engineer with Sky, they've always covered the cost for callouts. We had them out for the same problem.

Turned out it was the large green box down the road where it splits up the individual house lines, so get him to check that too. Great relief to have a 2 year problem solved.

JasonKnights · 20 Dec 2011 at 18:58

If you keep losing connection. could it be interfience? have you tried changing the channel on your router? I have had similar problems in the past with sky routers. i think if you hold the reset button in for 1 min it does a major reset on it. then log into your router and keep changing the channels until you find the strongest signal. i was gettin 80 percent signal on channel1 (default) and changed to channel 8 where i get 100percent signal

Jonners · 20 Dec 2011 at 19:20

I've tried the factory reset thingy. To no avail.

I'm using a wired connection, the loss of connection is total loss of sync of the Broadband service. The line drops to 0kbps and has to go in training mode to achieve a upstream and downstream figure again.

It's very annoying.

Jonners · 20 Dec 2011 at 19:56

See when my line syncs at 3.5-4mb it's all good. Whicvh is what it's degraded itself to at this moment, for how long it will stay so low I dont know as the figures are all over the place.

Yet when they are insistent it's capable of 6-7mb and set it to that rate, it starts freaking out.

But even with 44db noise the estimators tally up with the speed Sky want to offer me.

Bad times.

Wiring problem then? :confused: