topic Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping in Archive

Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Mon, 02 Aug 2021 11:55:03 GMT

Sky FTTC Broadband (Ultrafast) Connection keeps dropping...

Already had an openreach engineer visit ...who replaced internal twisted pair connections to G socket.

Engineer showed me the data on his test unit which confirmed the frequency of drops.

However...still experiencing intermittent connection drops on the router to FTTC side. Sometimes a couple of minutes....Sometimes longer..Sometimes 3 a day..sometimes more.

This means my downloads and cloud backups are interupted and have to start again (100 GB+).

I cannot get through to anyone at Sky. I cannot book an engineer online now.

I am ditching sky...as service has not been provided up to standard. I shall not be expected to pay any more monies to Sky...contract is void.

I guess only a robot will read this ? Who Knows ?

Who Cares ?

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

JPR007 — Mon, 02 Aug 2021 12:05:30 GMT

@HDigitalMedia You need to persevere contacting Sky, they have to be given a reasonable chance of fixing the fault.

If you cancel a direct debit you will have the bailiffs after you as it is you who has broken a contract. Sky can also get a block put on your address preventing another provider from giving you a service.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

TimmyBGood — Mon, 02 Aug 2021 12:23:48 GMT

@HDigitalMedia wrote:

I am ditching sky...as service has not been provided up to standard. I shall not be expected to pay any more monies to Sky...contract is void.

If you don't go through the process designated by Ofcom, it will be yourself who is in breach of contract and subject to penalty fees.

Any other ISP providing service through the same Openreach G.fast pod, line and socket is very likely to inherit the problem.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Wed, 04 Aug 2021 21:10:36 GMT

Ha ha ha...I cannot get through to Sky by any means listed on the website....when I call the number given I just get told (eventually) to refer to the site as 90% of problems are dealt with there.

No chat.

No people

No Broadband

Send in the clowns...because I ain't paying for a service that I ain't receiving...delivered by a company in spurts and spats with no recourse to remedy the problem. I cannot contact anyone (human) at Sky.

There's too much of this going on now...contracts enforced even though the service is rotten.

Oh...I will be contacting Ofcom too...

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Wed, 04 Aug 2021 21:15:20 GMT

I will not be entertaining any such copper hodgepodge...I'm done with ADSL. !

Thank you for your help.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

cookiemonsteruk — Wed, 04 Aug 2021 21:18:45 GMT

@HDigitalMedia

Oh, and ofcom only intervene to solve problems after you have given sky a chance to address the issue

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

JPR007 — Wed, 04 Aug 2021 21:28:33 GMT

@HDigitalMedia Which provider are you switching too then out of interest? FTTP available at your address? If so, do it, that's the future rather than "copper hodgepodge".

There isn't too much of anything going on these days, but the more demand that is put on systems that were never really intended to carry data, is inevitably going to lead to problems. The fact a lot of people have been working from home has increased the amount of issues over the last 18 months.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

Chrisee — Thu, 05 Aug 2021 06:19:43 GMT

@HDigitalMedia I am escalating your post to Sky so you can exppect an invitation to a private chat via the forum. As stated it is Openreach who own and maintain the "copper hodgepodge" which you are stuck with until fibre arrives or you have access to a service like Virgin Media. VM have their own issues and far worse customer service than Sky.

After running some tests Sky can arrange for an Openreach engineer to check your line. If they cannot deliver the speeds promised then Sky will release you from contract. Try leaving during the intial 18 months otherwise will result in a large bill as legally you have to give them a reasonable opportunity to sort the issue. The worst thing you can do is cancelling your direct debit thst results in a complete removal of your service and suddenly other ISPs will not take you on.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Thu, 05 Aug 2021 06:43:57 GMT

Finally got through to yet another Broadband connection test (Failed) late last night...and Lo and behold ...the engineer page pops up...booked Openreach enginneer for this morning AM (05/08/2021)...BT OR have acknowledged by txt and will update when engineer is assigned to job.

I worked in communications and networking for 25 years...I'm interested as to what the fault is technically speaking....erm....as well as getting a reliable broadband connection.

Carpe Diem !

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Thu, 05 Aug 2021 06:50:22 GMT

For any techies out there:

Gfast

https://en.wikipedia.org/wiki/G.fast

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Thu, 05 Aug 2021 06:59:12 GMT

....I suspect vectoring or crosstalk coupled to TDM (Time Division Multiplexing) to be the most likely culprit for line drop...there's only so much you can do with UTP (Unshielded Twisted Pair)..over distance...and on the frame in the street cabinet.

I will let you know what the outcome is.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

cookiemonsteruk — Thu, 05 Aug 2021 07:07:05 GMT

@HDigitalMedia

You may find, especially if its dropping every 1/2 hour, that dhcp lease renewal is not completing. This may still indicate an issue with the wiring

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Thu, 05 Aug 2021 07:09:53 GMT

Worth a gander.....

https://www.ispreview.co.uk/index.php/2020/06/openreach-confirm-g-fast-broadband-rollout-paused-until-2021.html

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

mae-3 — Thu, 05 Aug 2021 07:12:18 GMT

@HDigitalMedia

I suspect the reason for the line drops to either be a fault on the cable running to the G.fast Pod or interference, eg: ethernet powerline homeplugs would be an example of technology used in a house that's not compatible with G.fast for they use the same frequency spectrum.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Thu, 05 Aug 2021 07:13:49 GMT

Ooooooh yeah !

https://www.ispreview.co.uk/index.php/2021/07/swish-fibre-campaign-targets-fake-fibre-uk-broadband-isps.html

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

Chrisee — Thu, 05 Aug 2021 07:14:33 GMT

@HDigitalMedia you will find that when orginally developed the plan was to mount the G.fast units at the distribution points with very short runs over copper my daughter was on one of the first trials and got a rock steady connection as the unit was on a pole within 30 metres. Openreach decided instead to mount the pods on the street cabinets. In practice the higher frequency carriers used do get disrupted over the longer copper connections that involves.

The technology was a last throw of the dice in not having to replace copper with fibre it did not perform as well as planned so is no longer being rolled out as BT have decided to completly remove copper in the Openreach network over the next 10 to 15 years.

In practice kit in people's homes has been found to knock out G.fast connections if they use similar frequencies as for example many powerline network adapters do. As a professional you will recognise what worked well in controlled conditions can be less than perfect in the real world. On a phone line there are losds of places you can pick up interference.Hopefully the engineer can fix the issue.

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

cookiemonsteruk — Thu, 05 Aug 2021 07:20:20 GMT

@HDigitalMedia

10Gbps ??? Holy cow 😁 you'd be able to set yourself up as an isp to your neighbours . Charging them of course

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Thu, 05 Aug 2021 07:30:32 GMT

I already know that my UTP line is broken (Unrepeated) at least three times before it reaches the Street Cabinent...I would say the distance limitations are on or over 350M....Gfast is rated at 200M for 100Mbps

with no breaks or joins on UTP.

Throw in crosstalk on UTP....and you have recipe for the infamous KUKD (knickers up...knickers down) communications non standard to be established.

Seriously....?

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

mae-3 — Thu, 05 Aug 2021 07:38:14 GMT

@HDigitalMedia

I'm at 180 metres from the cabinet and am getting 300Mbps (250Mbps down and 50Mbps up), as it is TDD then that's 300Mbps in total down a twisted pair over 180 metres, eg: 100Mbps over twisted pair at 200 metres is too low for G.fast in practice. It has been solid for over two and half years...

Clearly, whatever the medium it can have issues/faults, even including fibre!

Re: Sky FTTC Broadband (Ultrafast) Connection keeps dropping

HDigitalMedia — Fri, 06 Aug 2021 04:33:53 GMT

Update 06/08/2021

Openreach Engineer visit yesterday...full exchange and line check including riser to Street Cabinet.

Checked router syslog.....so far so good.

Watch this space ?