topic Re: Ongoing broadband issues in Broadband

Ongoing broadband issues

John5402 — Tue, 27 Feb 2024 18:11:25 GMT

Due to ongoing issues and Skys inability to solve issues i can cancel my contract,could someone please let me know from the following data and stats whether they think my problem is with my FTTC line which is comes from the cabinet under a mile away or is the problem with Sky,if a line problem i do not want to spend the same amount of hours on the phone to them as i have Sky.

13:55:56 syslog: TR69: wget failed - ConnectionError (4)
13:55:56 syslog: TR69: Close ACS Connection
13:56:44 syslog: TR69: Connect to Production ACS
13:56:44 syslog: TR69: Connection to ACS Complete
13:58:14 syslog: TR69: wget failed - Error
13:58:14 syslog: TR69: Close ACS Connection
13:59:54 syslog: TR69: Connect to Production ACS
13:59:54 syslog: TR69: Connection to ACS Complete
14:00:19 syslog: Lease renewed 3600 ip
14:01:09 syslog: TR69: Close ACS Connection
14:04:22 syslog: TR69: Connect to Production ACS
14:04:22 syslog: TR69: Connection to ACS Complete
14:06:12 syslog: TR69: wget failed - Error
14:06:12 syslog: TR69: Close ACS Connection
14:14:30 syslog: TR69: Connect to Production ACS
14:14:31 syslog: TR69: Connection to ACS Complete
14:15:41 syslog: TR69: Close ACS Connection
14:25:55 syslog: WAN IPV6 UP
14:32:48 syslog: TR69: Connect to Production ACS
14:32:48 syslog: TR69: Connection to ACS Complete
14:33:01 syslog: Lease renewed 3600 ip
14:34:15 syslog: TR69: wget failed - Error
14:34:15 syslog: TR69: Close ACS Connection
14:55:56 syslog: WAN IPV6 UP
15:01:03 syslog: TR69: Connect to Production ACS
15:01:03 syslog: TR69: Connection to ACS Complete
15:02:51 syslog: TR69: wget failed - Error
15:02:51 syslog: TR69: Close ACS Connection
15:02:53 syslog: TR69: Connect to Production ACS
15:02:53 syslog: TR69: Connection to ACS Complete
15:04:10 syslog: TR69: Close ACS Connection
15:04:20 syslog: TR69: Connect to Production ACS
15:04:20 syslog: TR69: Connection to ACS Complete
15:05:31 syslog: TR69: Close ACS Connection
15:05:34 syslog: TR69: Connect to Production ACS
15:05:34 syslog: TR69: Connection to ACS Complete
15:07:03 syslog: TR69: wget failed - Error
15:07:03 syslog: TR69: Close ACS Connection
15:07:06 syslog: TR69: Connect to Production ACS
15:07:06 syslog: TR69: Connection to ACS Complete
15:08:08 syslog: Lease renewed 3600 ip
15:08:29 syslog: TR69: wget failed - Error
15:08:29 syslog: TR69: Close ACS Connection
15:10:13 syslog: TR69: Connect to Production ACS
15:10:13 syslog: TR69: Connection to ACS Complete 15:11:37 syslog: TR69: Close ACS Connection
15:11:37 syslog: TR69: Close ACS Connection
15:11:37 syslog: TR69: Connect to Production ACS
15:11:37 syslog: TR69: Connection to ACS Complete
15:13:05 syslog: TR69: Close ACS Connection
15:13:12 syslog: TR69: Connect to Production ACS
15:13:12 syslog: TR69: Connection to ACS Complete
15:14:52 syslog: TR69: Close ACS Connection
15:15:07 syslog: TR69: Connect to Production ACS
15:15:07 syslog: TR69: Connection to ACS Complete
15:16:55 syslog: TR69: Close ACS Connection
15:17:23 syslog: TR69: Connect to Production ACS
15:17:23 syslog: TR69: Connection to ACS Complete
15:18:19 syslog: TR69: Close ACS Connection
15:25:56 syslog: WAN IPV6 UP
15:38:44 syslog: Lease renewed 3600 ip
15:55:56 syslog: WAN IPV6 UP
16:08:08 syslog: Lease renewed 3600 ip
16:09:27 syslog: Send out NTP request to ntp1.isp.sky.com
16:10:44 syslog: Send out NTP request to ntp1.isp.sky.com
16:11:47 syslog: Send out NTP request to ntp1.isp.sky.com
16:13:20 syslog: Send out NTP request to ntp1.isp.sky.com
16:14:40 syslog: Send out NTP request to ntp1.isp.sky.com
16:16:07 syslog: Send out NTP request to ntp1.isp.sky.com
16:16:09 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
16:16:09 syslog: System time is up to date
16:16:09 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
16:25:57 syslog: WAN IPV6 UP
16:40:15 syslog: Lease renewed 3600 ip

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 3351673 2543109 0 385772 21110 15:32:42 LAN Up 10240779 8334882 3 1370846 434984 25:00:53 WLAN (2.4 GHz) Up 158932 31027 0 512 0 24:58:54 WLAN (5 GHz) Up 218068 90691 0 666 66 24:58:52

Broadband Link Downstream Upstream Connection Speed 13096 kbps 359 kbps Line Attenuation D1(29.7 dB) , D2(90.3 dB) , D3(90.3 dB) U0(9.4 dB) , U1(72.1 dB) , U2(66.1 dB) Noise Margin 8.8 dB

8.0 dB

BMQ link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f367e2d9d66f6f58b8d16901d3c3f78616b58ed9-27-02-2024

Re: Ongoing broadband issues

mae-3 — Tue, 27 Feb 2024 18:29:36 GMT

@John5402

The VDSL2 broadband line faults with raised noise margins in the downstream and upstream direction of 9dB when it should be 6 dB. The upstream speed is appalling at 359Kbps but should be twice the speed, saying that the broadband line looks longer than you have stated at an estimate of over 2km-2.2km a very long broadband line indeed.

Re: Ongoing broadband issues

peter-marlow+1966 — Tue, 27 Feb 2024 18:41:12 GMT

Can you move to fttp ?

Re: Ongoing broadband issues

John5402 — Tue, 27 Feb 2024 19:04:47 GMT

Thanks for your reply,i have had openreach out about 12 times in the past 12 months repairing breaks and replacing sections of cable and everytime that has happened the broadband has worked and been stable afterwards,all of the previous visits resulted because my broadband was dropping out and a fault was showing on the line,the problem i have this time is the broadband does not drop out but the quality is that bad i can hardly open a page online,can't use apps on phone and the internet connection to the sky Q box drops every couple of seconds so no apps on the q box can be used,these problems last for 2-3 days and when i call sky they tell me that the line is ok but they cannot connect to my hub which results in no assistance or solution been offered as because they can't connect to my hub their system does not allow them to escalate,after my broadband starts working correctly again it will be good for about 8 days then drops off for 2-3 days again,this is starting to get really frustrating as i am spending hours on the phone to sky and getting nowhere,the service checker on the my sky app has shown my speed for the past 25 days ranging from 14.6 to 0.6 but sky still say there is no fault.

Re: Ongoing broadband issues

John5402 — Tue, 27 Feb 2024 19:08:42 GMT

FTTP is not available yet and i don't think they will be rushing to install it as there are only 4 houses around mine.

Re: Ongoing broadband issues

jamesn123 — Thu, 29 Feb 2024 11:14:32 GMT

@John5402

The problem is mainly the length of your line. Openreach are very reluctant to maintain copper lines at the moment with the deployment of FTTP, even if FTTP isnt actually available to you yet. With that being said if you cant even get past Sky's 1st line support then Openreach are not a factor.

We can escalate your post on the forum so you can chat with an advisor if you'd like to do that? They may be able to take it further than the agents you get over the phone.

Re: Ongoing broadband issues

John5402 — Fri, 01 Mar 2024 19:33:42 GMT

@jamesn123

Thanks for your reply,Sky eventually decided to send out one of their experts on the 28th,the second time in 2 weeks,unfortunately when the first expert arrived on the Wednesday 14th at 12 noon the broadband started working correctly the same morning at 07.30 according to my BQM,this lasted until the 22nd then it went back to be close to unuseable with a 60% packet loss and a 1500.00ms latency,the second visit was the 28th and again the night before at 11pm it burst back to working correctly and is still working correctly,the expert showed me the openreach line test on her tablet and everything was spot on.i will await with baited breadth to see how long it lasts and may take you up on your offer to escalate as spending hours on the phone to sky is so soul destroying,the 2nd last one i spoke to after spending an hour and half on the phone and had me running around the house resetting the hub,Q box etc came back after talking to one of his co workers and told me i had too many devices attached to my hub despite the fact he could not connect to my hub and said i can leave Sky broadband at any time without penalty.

Re: Ongoing broadband issues

John5402 — Mon, 04 Mar 2024 15:02:40 GMT

@jamesn123 Hi,i would be grateful if you could escalate this for me as the broadband quailty dropped again yesterday and continues today,not as bad as it does get but showing 17% packet loss and a latency of 834ms,i have attached latest stats and BQM.

09:22:08 syslog: Lease renewed 3600 ip
09:23:53 syslog: WAN IPV6 UP
09:53:53 syslog: WAN IPV6 UP
09:55:27 syslog: Lease renewed 3600 ip
10:20:57 syslog: Lease renewed 3600 ip
10:23:54 syslog: WAN IPV6 UP
10:49:09 syslog: Lease renewed 3600 ip
10:53:54 syslog: WAN IPV6 UP
11:10:18 syslog: Send out NTP request to ntp1.isp.sky.com
11:11:51 syslog: Send out NTP request to ntp1.isp.sky.com
11:13:12 syslog: Send out NTP request to ntp1.isp.sky.com
11:13:45 syslog: Lease renewed 3600 ip
11:14:48 syslog: Send out NTP request to ntp1.isp.sky.com
11:16:19 syslog: Send out NTP request to ntp1.isp.sky.com
11:16:20 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
11:16:20 syslog: System time is up to date
11:16:20 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
11:23:54 syslog: WAN IPV6 UP
11:41:39 syslog: Lease renewed 3600 ip
11:53:54 syslog: WAN IPV6 UP
12:08:58 syslog: Lease renewed 3600 ip
12:23:54 syslog: WAN IPV6 UP
12:34:10 syslog: Lease renewed 3600 ip
12:53:55 syslog: WAN IPV6 UP
13:03:34 syslog: Lease renewed 3600 ip
13:23:55 syslog: WAN IPV6 UP
13:30:16 syslog: Lease renewed 3600 ip
13:31:10 syslog: Send out NTP request to ntp1.isp.sky.com
13:31:11 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
13:31:11 syslog: System time is up to date
13:49:48 syslog: TR69: Connect to Production ACS
13:49:48 syslog: TR69: Connection to ACS Complete
13:51:15 syslog: TR69: wget failed - Error
13:51:15 syslog: TR69: Close ACS Connection
13:51:23 syslog: TR69: Connect to Production ACS
13:51:23 syslog: TR69: Connection to ACS Complete
13:52:13 syslog: TR69: Close ACS Connection
13:53:55 syslog: WAN IPV6 UP
14:04:47 syslog: Lease renewed 3600 ip
14:23:55 syslog: WAN IPV6 UP

Router Statistics

System Up Time: 133:39:30

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 35599705 59598440 3 390937 314438 133:37:20 LAN Up 81447162 43091658 3 480464 364442 133:39:30 WLAN (2.4 GHz) Up 2930424 247062 0 15198 164 133:24:07 WLAN (5 GHz) Up 23465369 12462615 0 0 72481 09:27:55

Broadband Link Downstream Upstream Connection Speed 13096 kbps 355 kbps Line Attenuation D1(29.8 dB) , D2(90.3 dB) , D3(90.3 dB) U0(9.5 dB) , U1(72.3 dB) , U2(66.1 dB) Noise Margin 7.1 dB 8.0 dB

BQM link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/88aa22c3df0c83e36bc82af6c0445c1a5a16298a-04-03-2024

Re: Ongoing broadband issues

jamesn123 — Tue, 05 Mar 2024 10:59:07 GMT

@John5402

Sorry for the delay on this. I have escalated your post now, look out for a message on the forum.

Re: Ongoing broadband issues

Lisa-P1987 — Tue, 05 Mar 2024 11:07:32 GMT

Thanks for escalating this. We’ve sent @John5402 an invite to chat.

aRe: Ongoing broadband issues

John5402 — Wed, 06 Mar 2024 22:22:39 GMT

Thanks everyone for your reply's having had this problem escalated unfortunately SKY can not help this is the final reply.

Thanks for your patience, Unfortunately we are out of options regarding where we can go with this, after checking your account history i can see all options we have got for troubleshooting this issue has been completed. On the 25th of Feb, i also see the notes from an agent stating they advised we have exhausted all available options and have removed any termination charges should you decide to leave Sky broadband. This is not ideal and is always a last resort but unfortunately this is all we can offer in relations to this issue.

So will be looking at joining ZEN broadband tomorrow which seems to have very good customer reviews.

Re: Ongoing broadband issues

JimM1 — Thu, 07 Mar 2024 07:17:32 GMT

@John5402 It is always unfortunate when there is a bad line for whatever the situation, and frustrating when trying to get the issue sorted. If there is no fttp product available which i believe you said previously whoever you goto will all have the same issue unless the connection to the line is improved.

But if you do find that there is an improvement when you change, let us know.

Re: Ongoing broadband issues

John5402 — Fri, 08 Mar 2024 21:49:55 GMT

Hi all,the saga continues,after contacting ZEN today they have informed me that after entering my postcode and confirming the house name that there is 2 or 3 addresses showing up with the same house name and postcode,they have asked me to contact SKY and request an ORDI,having looked through the forum and online it appears that it is the case that your current provider requests the ORDI,i then requested this through the still open escalation and received the reply below with the final fews sentences as interesting,so the help i need is to tell me who should be requesting the ORDI,my current supplier (sky) or my potential new supplier.any help greatly appreciated.i have replied to the below explaining about the 2-3 same addresses but not had any reply yet.

Did they specify why they suggested an ORDI, because an ORDI is an address change. We do this if your address with Openreach does not match your address with Royal Mail. In your situation, it DOES match, which is why we have been able to provide services there for as long as we have. You can search ORDI broadband on google and it will advise you more about this, but I don't think it is the solution to the problem. If you are looking to go to a new provider for your internet and they are saying the address is mismatched, they would request the ORDI with Openreach, not the company you are potentially leaving.