Sky Broadband Issue - Please help?

Vita · 18 Jul 2012 at 13:43

Here is some background info: I've been with Sky Broadband for 4 years, have always got crappy speeds with them. I pay for the unlimited package however I get lol1mb.

Now, I used to have my router plugged into one of our extension sockets as I couldn't locate the master socket. Sky always said there will be one in the house. The one which was in the house was disconnected, however, I located another which was working.

I plugged my router in yesterday and Sky wouldn't assist me because it wasn't 'their one', so couldn't really help me with my problem. I called back again and asked for my line to be re-profiled which they have done. Now I'm not getting anything which I should be. I have a Belkin F5D8636-4 v2 (01). Here are the stats.

ADSL
Type Interleave Path
Status SHOWTIME

Downstream Upstream
Data rate (Kbps)
1017Kb 753Kb
Noise Margin
7 11
Output power(dBm)
124 164
Attenuation(dB)
55 32

EDIT: 2.321 km from the Exchange. It says on Samknows that I can't get any LLU packages, however the exchange is enabled for LLU.

What on earth is going on?

Please help!

steven_belfast · 18 Jul 2012 at 13:51

Before moaning about the isp i am sure you have been over all set up and are connected to the master / test socket at this point ?

Tealc · 18 Jul 2012 at 13:57

Just looks like you have a long line from what you've posted. If you plug in to the test socket behind the removeable front panel and you see a drop in attenuation, an increase in speed and noise margin then your internal wiring is the problem. If its the same then it's your line.

Sky speeds, as any other ISP, is limited by the quality and length of the copper pair running from exchange to your house. Until fibre to cabinet is available you may just be stuck with 1Mbit.

steven_belfast · 18 Jul 2012 at 14:01

2.321 km from the Exchange

I would say this is going to be a set up issue,
Attenuation is far to high for 2.3Km,

At Tealc says try the test socket if no change call the isp go though what they ask and if you get passed to level 2 get a LL14 / health check done.

Vita · 18 Jul 2012 at 14:10

steven_belfast said:
2.321 km from the Exchange

I would say this is going to be a set up issue,
Attenuation is far to high for 2.3Km,

At Tealc says try the test socket if no change call the isp go though what they ask and if you get passed to level 2 get a LL14 / health check done.

Thanks guys. At the moment I'm plugged into the test socket. The lady did say that the available speed went upto 4MB. Although whenever they have upped the speeds, 2 weeks later it drops back down.

I'm waiting for the techs to call me and I'll ask them for the level 2 check.

EDIT: What is Dial on demand?

MissChief · 18 Jul 2012 at 14:12

steven_belfast said:
2.321 km from the Exchange

I would say this is going to be a set up issue,
Attenuation is far to high for 2.3Km,

At Tealc says try the test socket if no change call the isp go though what they ask and if you get passed to level 2 get a LL14 / health check done.

Actually, if no change Sky won't assist you until you plug their Router in. it is against the Sky T's and C's to use a non Sky Router and Sky won't do a thing until you use theirs.

steven_belfast · 18 Jul 2012 at 14:24

MissChief said:
Actually, if no change Sky won't assist you until you plug their Router in. it is against the Sky T's and C's to use a non Sky Router and Sky won't do a thing until you use theirs.

I know i work for Sky

Tealc · 18 Jul 2012 at 14:24

steven_belfast said:
2.321 km from the Exchange

As the crow flies measurements have no bearing on how long the cable actually is.

Still if the line were 2.3KM then you'd be looking at 35 dB on attenuation and maybe 11Mbit connection speed. The distance of a 55 dB line would be more towards 4KM, which is quite a bit longer. With a bit of added noise and strange routing to your house could account for the difference.

What are the people around you connecting at? Any neighbours with Broadband and knowledgeable enough to know this sort of thing?

Try the test socket thing. It's surprising what differences that turns up.

Post stats while you are connected in the test socket.

Vita · 18 Jul 2012 at 14:33

Those are the stats of the test socket which I posted up.

Tealc · 18 Jul 2012 at 14:42

Then that's probably all you are going to get unless BT reroute your line or fix whatever is attenuating the ADSL signal, if it's not going in a rather convoluted way to your house.

MissChief · 18 Jul 2012 at 16:35

steven_belfast said:
I know i work for Sky

As do I.

Sparx · 18 Jul 2012 at 21:00

You have something wrong still with your phone line/socket - I am quite a way from my phone exchange (as the roads go, not crow) - and my attenuation is 55/56dB as well just like yours and I sync about 4MB using a Netgear DG834G.

Note - I am also on Sky via their LLU service (ADSL2+)..

Vita · 21 Jul 2012 at 14:54

Type Interleave Path
Status SHOWTIME

Downstream Upstream
Data rate(Kbps)
3066Kb 798Kb
Noise Margin
8 6
Output power(dBm)
124 0
Attenuation(dB)
55 32

It's jumped upto 3mb today seems fine. I think my line is still profiling and that is with me being in the master test socket.