topic Re: very poor internet connection and need a engineer in Broadband

very poor internet connection and need a engineer

Janet60 — Tue, 12 Mar 2024 15:44:31 GMT

to keep things simple, our internet speed is at 5mbps. and this has been like it for over a week,

the connection is not stable what so ever, and we even phoned sky to get a openreach engineer, and they just put the phone down... is there anyway what so ever to contact sky online to get someone to help with our internet issues?

our wifi dropped to 20mbps about 5 weeks ago from being at 25 / 30... and this last two weeks have been at 10 to 5.. with it only topping 5 fully now... everytime we contact sky the automated bot says there is no issues, but we know there is, and we have had BT out to look at our teliphone pole connection about 8 times since 2022..

any help would be amazing

Re: very poor internet connection and need a engineer

cookiemonsteruk — Tue, 12 Mar 2024 15:47:58 GMT

@Janet60

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M101474

Re: very poor internet connection and need a engineer

Janet60 — Tue, 12 Mar 2024 15:53:25 GMT

here you go

Re: very poor internet connection and need a engineer

cookiemonsteruk — Tue, 12 Mar 2024 15:57:44 GMT

@Janet60

The noise margin of 20db shows a major line fault if you wish we can escalate this to sky

Re: very poor internet connection and need a engineer

Janet60 — Tue, 12 Mar 2024 16:05:43 GMT

that would be very helpful if you can, as we did phone and they cut us off so never got to even speak to them

Re: very poor internet connection and need a engineer

GD1 — Tue, 12 Mar 2024 16:06:44 GMT

@Janet60 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: very poor internet connection and need a engineer

cookiemonsteruk — Tue, 12 Mar 2024 16:10:24 GMT

@Janet60

As you can see both @GD1 and myself have escalated this. I think they'll get the message 👍

Re: very poor internet connection and need a engineer

Janet60 — Tue, 12 Mar 2024 16:15:24 GMT

thank you so much for the help!

i shall wait for there reply

Re: very poor internet connection and need a engineer

Lisa-P1987 — Tue, 12 Mar 2024 16:39:21 GMT

Thanks for escalating this. We’ve sent @Janet60 an invite to chat.

Re: very poor internet connection and need a engineer

Janet60 — Fri, 15 Mar 2024 10:17:31 GMT

BT open reach has just left and we are now upto 40mbps

Thanks to everyone who helped us sort it!

(BT believe the issue was related to a CV radio on the street creating a radio wave issue, and says this line issue may occur again and logged this down for future reference for sky incase it drops again)

Re: very poor internet connection and need a engineer

Janet60 — Mon, 01 Apr 2024 20:43:50 GMT

i hate to say this but... its started to go again... following your advice last time I've checked the noise margin and noticed it at 35..... before i phone sky would you say this is the same as Last time???

Re: very poor internet connection and need a engineer

Highlinder — Tue, 02 Apr 2024 10:19:51 GMT

@Janet60 It was only 20.7 from your router stats on another post in this thread. There is something very wrong with this connection and a noise margin of 35 is the highest I have ever saw. Give Sky a call.