sky + and broadband nightmare

jonph

jonph

jonph

Associate
Joined
25 Jun 2005
Posts
217
Location
east midlands
can any one point me in the right direction to find a solution to my problem of line sync dropping when my sky + is connected to the phone line.
I have sky + and multiroom (two sky boxes),which should be connected at all times to the phone line for the first year of contract.
now the problem is if I do this,my adsl doesn`t work(line sync drops).
I have tried every possible combination of connecting everything up (different filters, phone extention leads, modems. I`ve tried plugging in just one sky box).
I`ve had a sky engineer out to check the boxes(they tested ok). He suggested I contact BT to get the gain turned up on the line.Did that, BT said it wouldn`t make any difference, but they turned it up any way. Didn`t work.
I`ve contacted my isp they`ve tested the line several times and say they cant find a fault.
all three parties ( sky, BT, and freeonline), give very convincing reasons as to why this happens and all point the finger at each other.
the simple answer would be to unplug sky,but if I do this they will charge full subscription charge on both boxes(sky have said they will not do this straight away, to give me a litte time to sort out the problem.
The good news is I don`t need a haircut any more(its all been pulled out LOL)
can any one help please
 
Does it drop sync if you just go from the master socket to a filter with the sky box and modem connected (sky to the phone side, modem to ADSL side) with nothing else on the line?

How is everything connected at the moment? A diagram in paint/photoshop with all the extensions etc would help.
 
You need to get the stats for your line as said. You will probably have a poor SNR. Plug your router into the test socket behind the bt faceplate and see if the stats improve.
 
jonph said:
can any one point me in the right direction to find a solution to my problem of line sync dropping when my sky + is connected to the phone line.
I have sky + and multiroom (two sky boxes),which should be connected at all times to the phone line for the first year of contract.
now the problem is if I do this,my adsl doesn`t work(line sync drops).
I have tried every possible combination of connecting everything up (different filters, phone extention leads, modems. I`ve tried plugging in just one sky box).
I`ve had a sky engineer out to check the boxes(they tested ok). He suggested I contact BT to get the gain turned up on the line.Did that, BT said it wouldn`t make any difference, but they turned it up any way. Didn`t work.
I`ve contacted my isp they`ve tested the line several times and say they cant find a fault.
all three parties ( sky, BT, and freeonline), give very convincing reasons as to why this happens and all point the finger at each other.
the simple answer would be to unplug sky,but if I do this they will charge full subscription charge on both boxes(sky have said they will not do this straight away, to give me a litte time to sort out the problem.
The good news is I don`t need a haircut any more(its all been pulled out LOL)
can any one help please
Click to expand...

It needs to be connected all the time? Don't you just get an on screen warning when it wants to talk to the mothership?
 
I`ve tried with modem and router into the master socket through filter(in fact several filters), tried removing the face plate etc nothing seems to cure the problem.
not sure how to get the stats from router(not very up on how it works just plugged it in and followed th install guide)
my connection speed has just been upgraded from 1mb to 2mb and the problem is constant when every thing is connected(at 1mb the fault was intermitant)
 
not sure if these are the stats you need:
snr margin:14.3downstream,29upstream
line attenuation:45.4downstream,29upstream
errored seconds:618downstream,3upstream
loss of signal:4down,4up
loss of frame:0down,0up
crc errors:144down,3up
data rate:2272down,288up
latency:fast,fast
this is with sky disconnected.

with sky plugged in:
snr margin:0.4down 29up
line attenuation:45.4down,29up
errored secs:800down,4up
loss of signal:5d,5u
loss of frame:0d,0u
crc errors:???
thats the best I can get between line sync drop,can`t get rest of stats with sky connected
 
Those are exactly what we're looking for. SNR margin becomes extremely poor. There's your reason for losing synch.
It's perfectly possible (well, highly likely) that the cause is the sky boxes - it's hardly unheard of for some models to produce all sorts of weird effects.

He suggested I contact BT to get the gain turned up on the line.Did that, BT said it wouldn`t make any difference, but they turned it up any way.
Click to expand...

He was wrong. BT were right. Altering the gain doesn't affect ADSL in the slightest, it's already handled automatically between modem and DSLAM.
 
We had exactly the same problem. Only started when we got the Sky+ box, so its that. I tried various things, just like you to sort it out, however, in the end I agreed with Sky that I would leave the box unplugged and they would ring me once every 6 months to plug it in over night. It was either that or they'd lose my business!! :P

Don't take an rubbish from them, ** the one with the prob but it is their kit causing it, make them go out of their way to sort it out for you!
 
unplug the box, it doesnt matter, i have had mine unplugged since the day it was installed, it made some kind of wierd buzzing sound on my phone line when it was plugged in.
 
They only need to be connected to the phone line if you want to order the ppv stuff. I never plug mine in except when i want to watch a premplus footy match.
 
Mook said:
They only need to be connected to the phone line if you want to order the ppv stuff. I never plug mine in except when i want to watch a premplus footy match.
Click to expand...

They must be connected with multiroom subs, if you do not then they WILL charge full whack for the mirrors. We had it happen to us when i moved out and took a mirrored box to another address.
 
Mook said:
They only need to be connected to the phone line if you want to order the ppv stuff. I never plug mine in except when i want to watch a premplus footy match.
Click to expand...

wrong, they need to be connected within the first 12months because you sign up to a marketing agreement in which the box uploads what you watch...

have you tried getting an adsl front and a data extn kit? that way this would eliminate any filter or extn after the main socket
 
WOMBATWILSON said:
wrong, they need to be connected within the first 12months because you sign up to a marketing agreement in which the box uploads what you watch...
Click to expand...

That's absolutely not true - just rumour (about the box uploading viewing data) :p

If you have Multiroom, yes, you have to have both boxes connected to the phoneline, but they never really check if you only have one box.
 
I left my sky boxes unplugged for two weeks and I got a letter threatening to charge full price for both boxes if they were not plugged in.
 
Which is what we've all said, if you have Multiroom, you have to have both boxes plugged in so that you can't go and take one box elsewhere/give it to a friend and only pay £10 a month for it.

If you only have one box, you don't need to.
 
sorry to take so long to post again, still having problems with my connection.now having problems even with sky unplugged so sky maybe not totally to blame!
can anyone tell me what are reasonable stats that I should be getting, and if mine are out(still reading as above) do I harrass BT or my service provider?
 
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