Broadband Speed

[24399737]

Over the last 48hrs i have had 12 hours of normal speed,then 12 hours of nothing,then 12 hours of normal speed,and it looks like the nothing is here again !

[Treez]

Hi, I live in Armthrope too, im having the same problem.

I have been on the phone to Sky support for the last 2 nights and are adamant its something on my side thats slowing the connection now. I work in technical support and I know its nothing on my side but I went along with the checks they advised me off but to no avail. They cannot see anything on there side which would indicate a fault. Clearly they are not looking hard enough. 

I am pretty sure that its a problem in the area and hopefully they will fix it (when they find it).

[Armthorpe-Mick]

I am in Armthorpe also, and it has been the same for me since the sky talk exchange went down yesterday, its appalling. Currently running at less than 0.01mbps. I was on the phone for over 2 hours yesterday to three different agents and they couldn't fix it, though it went back to normal after midnight(ish). Got back in from work tonight and its the same again. Its been in the master socket since last night and the 'optimizer' is running or something. My stats are below: System Details Manufacturer Sagemcom Model Number F@ST2504n Firmware Version 6.14.1a4N_UNI ADSL Firmware Version A2pD035g.d23j1 Modem Modem Status Connected DownStream Connection Speed 9513 kbps UpStream Connection Speed 1066 kbps VPI 0 VCI 40 ROUTER STATISTICS System Up Time: 23:15:27 Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time WAN MER 342949 556274 0 3421 1603 22:32:25 LAN Down 0 0 0 0 0 23:15:27 WLAN Up 624742 395008 0 9800 2754 23:15:04 Broadband Link Downstream Upstream Connection Speed 9513 kbps 1066 kbps Line Attenuation 32.0 dB 19.7 dB Noise Margin 6.1 dB 7.8 dB

[stu340]

Im getting the same problem in carcroft. Thid has been happening for the past three days , it works upto 17:45 then drops drops down to under a 1kbps download speed making the internet totally unusable . I dont know what is happening but they better sort this problem out as this is rediculous.

[Armthorpe-Mick]

Same again tonight, Both download and upload are at 0.15mbps (Better than yesterday!) and ping at 275ms. Was supposed to receive a call back from Customer services within 24 hours (Which was last night at 8:30), supposed to be receiving call from CST within 72 hours (Thats by tomorrow night).

Internet is completely unusable, so this is the THIRD night in a row that I am unable to fulfill my contractually obligated working from home via the internet, so a third nights overtime lost.....not only is this a pain, its actually losing me wages, thanks SKY. I have not yet spoken to anyone who even accepts there is an issue.

I have even emailed a set of pings and traceroutes to CST last night that should be responded to within 24 hours, but no contact yet! These even show that the problem lies after my connection to the exchange (Pings of 3800+!!).

No help when you call, yet plenty of waiting, no response when you email, no response on the forums. Do sky have any kind of assistance for their broadband service?

[Treez]

Exactly the same for me tonight, throughput speed of 0.1mbps.

Phoned Sky again who advised they cannot see a problem, ive told them countless times that there is so many people with the same problem, even in a little village such as Amrthorpe. Does that not ring alarm bells??

They have finally raised my case to another team which means they should contact me in 72 hours (6 days after this was first reported to them), Im not sure why they cannot accept that this is a problem that is effecting so many customers in the same area and raise this to their suppilers. They keep saying there is no problem in the area, well hello?? there clearly is.

I have to drive to Sheffield for work, I had to oppurtunity to work from home tomorrow since the snow is due to come down pretty heavy, clearly cannot do that with this connection how is it. I now have to risk my life driving into work..

Come on Sky pull your finger out!!!!!!!!!!!!!!!!

[badger-rs350]

Guys, have a look at my thread...

http://helpforum.sky.com/t5/Sky-Broadband-Speed/Speed-drop-during-peak-periods/td-p/838314

You will probably have to go through the usual fault finding, router stat posting etc to ensure you get to the next tier of support unfortunately.

On the bright side the more people complain the higher the chance that Sky will take notice.

[Anne+Lilley]

This is getting beyond a joke and Sky's status page never reflects problems that are occuring on their network.   Seems like sky are just burying their heads in the sand and shouting la la la la over and over again hoping it will go away.

The fault is definatly somewhere from the backhall from the exchange there is nothing wrong with the links from the DSLAM to the homes the fault is somewere elese on skys network. but speeds are dropping 6am to 12am every night they need to get their fingers from up their bottoms and sort this out quickly as I will be reporting sky to obusdman if this carries on much longer.

[Armthorpe-Mick]

Supposedly working from home today, but Internet is still appalling.  No response to any of my mails within the 24 hour 'target', no response on this forum and calling customer services just starts the whole troubleshooting process again (For the fiftieth time).  No matter how many times I try to get help with this from Sky 'Customer Services' it is simply not forthcoming.

I have just found out though, that my contract ends in 12 days and this morning received an offer for mega-discounted broadband from EE for 6 months as well.....so it looks like this will be fixed in twelve days then.  Why should I spend another evening this week going through the same thing again, with Sky Customer Services (to be told that there is 'no problem') when I can call one telephone number and switch to a service where it'll work 24 hours a day, and I won't have to spend over two hours per night in a futile vicious circle, with no result? 

The annoying thing, is that for the first 11 months of my Sky broadband contract, the service has been faultless.  As soon as I logged the first issue, the service has continually gone down hill.  Its as though Sky literally thing 'Lets leave him for amonth, and he'll go somewhere else, and won't bother us anymore'.

[Treez]

I feel for you Mick, have you managed to get them to raise a fault on your line? I managed to get the agent I spoke to last night to 'raise a case'. I got a text this morning advising that my fault has been passed to the Customer Solutions team.

Hopefully if they look into my fault and resolve it yours will be resolved as well, im guessing its exactly the same thing. Pretty obvious if you ask me, we both live in a little village and started having the same problems on the same day.

Dan

[Armthorpe-Mick]

Dan, it seems totally obvious to me also that a) there is a problem and b) it is affecting a lot of people in Armthorpe.  My father-in-law lives in Armthorpe as well and has Sky Broadband, but over a BT line and his is working fine.  I have pointed this out to Sky, but this, like everything else, has yielded no response.

They raised a fault to CST on Tuesday Night, but they said they did it as a 'courtesy' because i'd been on the phone for around 2.5 hours to 3 different agents, not because there was a problem (Because they say there isn't one).  The only thing I have heard from CST since then was a text on Wednesday morning saying they would get back to me when they had investigated the issue.  The second agent I spoke to set the 'optimiser' program running and said this would definitly sort the problem within 24 hours...

[Treez]

We are having the exact same problem, pretty shocking that its taking this long to resolve specially seeing how Sky have just won an award for the 'Best Technical Support'.

Reference : http://www.uswitch.com/broadband/awards/2013/

I might have to resort to going for a walk this weekend if my broadband has not been not fixed!

[Armthorpe-Mick]

These are my stats just now

Broadband Link        Downstream Upstream

Connection Speed 11072 kbps 1059 kbps

Line Attenuation        32.0 dB        19.6 dB

Noise Margin        2.4 dB         7.7 dB

[Anne+Lilley]

Seems sky is just ignoring all these problems totally unacceptable

[Anne+Lilley]

Broadband Link Downstream Upstream
Connection Speed 14560 kbps 1117 kbps
Line Attenuation 26.5 dB 15.5 dB
Noise Margin 6.2 dB 7.7 dB

Stats from my router even though its after 6pm and intenet is unusable even noticed that router cant even talk back to skys servers half the time to get its time (NTP) and even DHCP is problematic for the router back to Skys DHCP server