topic Re: Downgrade broadband in Broadband

Downgrade broadband

Befree — Tue, 30 Jul 2024 17:54:03 GMT

I'm trying to downgrade from ultrafast to a standard broadband but can't seem to get an agent on the phone who is able to help as it's a staff account. I keep being advised I need to find someone from support in the chat / via the chatbot but I'm stuck in a loop and it won't put me through to an agent all "contact us" goes to this forum or back to main telephone line. I have had broadband drop outs since November, 4 sky engineers and 3 openreach visits, all equipment swapped multiple times. I was advised by the openreach engineer to downgrade and am struggling to get it done. Currently WiFi dropping out every evening around 4-6pm until early hours of the morning (green light, no light, green light, amber light). After an openreach engineer visit the issue resolves for a few weeks then goes back to drop outs.

Re: Downgrade broadband

TimmyBGood — Tue, 30 Jul 2024 18:01:44 GMT

@Befree

Is your Ultrafast over FTTP or G.fast?

Once there's an optical circuit to an address, ISPs and telcos can no longer order wholesale copper service.

Re: Downgrade broadband

Befree — Tue, 30 Jul 2024 18:39:48 GMT

Hey @TimmyBGood its G fast. Ah does that mean it's not possible to downgrade?

Re: Downgrade broadband

TimmyBGood — Tue, 30 Jul 2024 18:49:42 GMT

@Befree

G.fast uses the copper phone pair, so it may be possible to move to FTTC (which is technically a downgrade). That might require switching ISP though.

Ideally you'd go to FTTP if that's available.

Re: Downgrade broadband

Befree — Wed, 31 Jul 2024 15:45:08 GMT

Adding router stats. If someone from Sky is able to help me downgrade please

Router Statistics

System Up Time: 44:35:35

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN Down 0 0 0 0 0 00:00:00 LAN Up 637332 0 0 2703 0 44:35:35 WLAN (2.4 GHz) Up 631010 33961 0 3501 0 44:33:45 WLAN (5 GHz) Up 19637861 18775636 0 0 0 44:33:44

Broadband Link Downstream Upstream Connection Speed 0 kbps 0 kbps Line Attenuation 0 dB 0 dB Noise Margin 0 dB 0 dB

Re: Downgrade broadband

TimmyBGood — Thu, 01 Aug 2024 08:43:22 GMT

@Befree

That's a little odd: G.fast should generate rather more statistics than are appearing there.

Could you post a picture of what the Hub is plugged into?

Re: Downgrade broadband

Befree — Thu, 01 Aug 2024 13:35:25 GMT

@TimmyBGood reuploaded router stats now I've got a connection (will drop again later) and also a pic of the socket

Re: Downgrade broadband

TimmyBGood — Thu, 01 Aug 2024 14:00:02 GMT

@Befree

Ah, OK, definitely G.fast, as it says on the Openreach faceplate.

Re: Downgrade broadband

TimmyBGood — Thu, 01 Aug 2024 14:01:28 GMT

@Befree

And interesting to note that although it's as speedy as Ultrafast 1 over copper can be, the WAN connection dropped out 12 hours ago.

Re: Downgrade broadband

Befree — Thu, 01 Aug 2024 17:33:34 GMT

Thanks for your replies, what does the WAN dropping out suggest? An openreach issue? It's back down again now same problem according to router stats...