topic Re: No internet or voice for the past 2 days in Broadband

No internet or voice for the past 2 days

rd350ypvs — Mon, 26 Feb 2024 13:51:20 GMT

2 days ago my phones went off and the light on the router is not on at all. I have tried rebooting, resetting the router numerous times and even left it turned off and disconnected from the wall for 12hrs yesterday. On reconnection I get green power, internet and wifi solid lights but no voice at all.

Using skys checker comes back as everything ok at 46mb but no websites load and phoneline is completly dead, no dial tone.

Doing pings to say www.bbc.co.uk reveals timeouts at the first hop outside the router so it must be a dns issue on skys end somewhere, local exchange is LCWAL if that needs checking, the irritating thing is that the sky checker assumes everything is hunky dorey but my stats are connecting at 49mb down, 12 up but with a solid SNR of 10db, never goes to 6, well it did once for over 3 months but something is wrong somewhere, any help appreciated, as i say I have done all the tests numerous times but still teh same problems 😞

Re: No internet or voice for the past 2 days

Highlinder — Mon, 26 Feb 2024 15:07:47 GMT

@rd350ypvs So your internet is back working, but it is not working as it should. You have no voice telephone service still.

Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101474

Re: No internet or voice for the past 2 days

rd350ypvs — Mon, 26 Feb 2024 16:49:54 GMT

Internet and phone has ben back up now for 46 mins so in the last 2.5hrs they have fixed whatever it was. Still stuck at a 10db snr though

Re: No internet or voice for the past 2 days

Highlinder — Mon, 26 Feb 2024 18:14:59 GMT

@rd350ypvs Does the broadband test come back with anything. can see the raised noise margin in the downstream that should be a steady 6.0 and not 9.9.

Re: No internet or voice for the past 2 days

rd350ypvs — Mon, 26 Feb 2024 19:27:27 GMT

No m8, every test says it's fine. Now before I was with sky I was with talktalk and the last 2yrs with them I went from 60000 down to a stuck 49000. Snr has always been good and when it was 60000 my snr was 6db, I moved to sky 15 months ago and it has only been 60000 for about 2 months and in that time it was solid. Something is causing dlm to cut my speed although I have never had an answer from either isp as to why.

Re: No internet or voice for the past 2 days

Highlinder — Mon, 26 Feb 2024 19:34:18 GMT

@rd350ypvs When you are doing the broadband test is it telling you what your minimum speed should be?

Re: No internet or voice for the past 2 days

rd350ypvs — Mon, 26 Feb 2024 22:13:54 GMT

It says minimum should be 36mb so technically its over that but the line has proven to do more and was very stable at 60mb

Re: No internet or voice for the past 2 days

jamesn123 — Tue, 27 Feb 2024 13:09:48 GMT

@rd350ypvs

If your phone is dead you need to contact Sky and report a voice problem. Once this is fixed the broadband connection can be evaluated. There is no point trying to diagnose a BB line issue before the voice line is fixed.

Re: No internet or voice for the past 2 days

rd350ypvs — Tue, 27 Feb 2024 13:48:39 GMT

James if you look aty my previous reply you will see my phone started working again yesterday afternoon about 2hrs after posting. The only thing i want to resolve now is the stuck profile I keep being on of 49000 since I have an SNR of 10db not 6db. It has been higher in the past and was stable (G.Fast enabled) but now it seems to be stuck at 49mb sync when it really shouldn't be.

Re: No internet or voice for the past 2 days

jamesn123 — Tue, 27 Feb 2024 14:01:24 GMT

@rd350ypvs

Ah I did not see your follow up reply.

The issue is if you are not below the minimum guarantee Sky tend to not be interested in spending money on Openreach engineers for you.

Even if you were below the minimum Openreach may still not do anything because they have started to just leave copper lines as they are and not provide fixes because FTTP is being rolled out. A number of people I've seen post on the forum have basically been told my Openreach that the line is as it is, if they are not happy with it then they should seek alternatives.

Re: No internet or voice for the past 2 days

rd350ypvs — Tue, 27 Feb 2024 17:38:22 GMT

Yes it's not the best outlook when you consider your paying for super fast but not actually getting the super part of it

Re: No internet or voice for the past 2 days

jamesn123 — Tue, 27 Feb 2024 17:42:58 GMT

@rd350ypvs

No it isnt but Sky can't do anything about it if Openreach wont service the line.

Re: No internet or voice for the past 2 days

TimmyBGood — Tue, 27 Feb 2024 17:49:19 GMT

@rd350ypvs wrote:

Yes it's not the best outlook when you consider your paying for super fast but not actually getting the super part of it

49/12Mbs is a 'Superfast' speed as defined by government, Ofcom and the ASA: a little under the national average for FTTC, but much better than many addresses still served by copper.