topic Re: Replacement router in Broadband

Replacement router

Mroberts2 — Sat, 15 Feb 2025 13:02:41 GMT

I had an engineer come out before Xmas as my internet was constantly dropping out.

he tested everything with no faults found and suggested I replace my main Ethernet cable and failing that try a new router.

the new Ethernet cable has made no difference, how would I go about requesting a new router?

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:04:34 GMT

@Mroberts2

What router do you have at the minute?

Re: Replacement router

Mroberts2 — Sat, 15 Feb 2025 13:09:34 GMT

SR203sUK

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:12:26 GMT

@Mroberts2

How long have you had it?

Could you post your router stats

https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346

Re: Replacement router

Mroberts2 — Sat, 15 Feb 2025 13:19:39 GMT

6 or 7 months.

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:25:23 GMT

@Mroberts2

Your ds noise margin is too low and probably letting thru errors and your upstream is too low it should be 20Mbps with a us noise margin of 6db d

These are characteristic of a continuing line fault. We can escalate to sky for you

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:26:59 GMT

@Mroberts2

By the way does the us noise margin say 7.2db or 72db?

Re: Replacement router

Mroberts2 — Sat, 15 Feb 2025 13:30:42 GMT

It's 7.2

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:38:01 GMT

@Mroberts2

US speed is way too slow and although not guaranteed the ds noise margin would need to be addressed as it better a stable connection at 60Mbps as opposed to an erratic connection at the higher speed . Do you want it escalated to sky?

Re: Replacement router

Mroberts2 — Sat, 15 Feb 2025 13:41:18 GMT

Sure!

Are they just going to send an engineer to test the lines and find no faults again though? I don't feel like wasting my annual leave to wait in for this...

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:42:46 GMT

@Mroberts2

Could you also enter your full address below and post the table after removining your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Replacement router

Mroberts2 — Sat, 15 Feb 2025 13:49:56 GMT

@cookiemonsteruk thanks for all your help with this.

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 13:53:35 GMT

@Mroberts2

Even openreach has the line at 60Mbps so i wasn't far off. The speed is too high for the line length .

Re: Replacement router

cookiemonsteruk — Sat, 15 Feb 2025 14:02:54 GMT

@Mroberts2

Please keep an eye on this forum using a chrome browser

I've escalated your post via the community chat. 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.

Re: Replacement router

Addie15 — Sat, 15 Feb 2025 15:03:28 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Mroberts2.