Internet is terrible

[pudntwink]

Thanks for all the replies you have all been very helpful.

My eyes and head still see this slightly different and I will keep an eye on things because I feel it's still a loss of service since it went down. I wasn't impressed being told I have an old box and that was the reason or being told the cable was too long and it was obvious why it went down as there was work being done at the junction box. Having a connection drop 20mb regardless of what the software from SKY says or the firmware or testing sites being useless. It may say 50 on everything to do with SKY but every other app says different and nothing has changed my end. You guys really know your stuff and it's a great place to come for help. 

[JPR007]

@pudntwink Being told you have an old box? What router do you have? 

https://www.sky.com/help/diagnostics/set-up-your-sky-hub/which-sky-hub-do-you-have 

It can be difficult to stomach, as a lot of people don't understand the technical side. They get told a figure and when they don't receive that on everything, it doesn't matter how you explain things it still doesn't wash. 

It's always possible other things get damaged when work is done on equipment, but as I mentioned, your line is performing within its parameters so it wouldn't be regarded as having an issue, at least with speed. If the broadband connection itself was dropping every 10 mins all day, then that is an obvious fault, and would be classed as such, irrespective of speed.

[pudntwink]

'old box' as in BT box on the wall 

The thing about the technical stuff is it's all well and good but how does it explain what I had before and what I have now because it doesn't. My post said terrible internet and it was running like a dog at 32mb. Trying to do a simple download on the SKY tv box killed my wireless connection and my PC. I've started getting error messages and really slow response time when loading up a browser. I said before all the tests from the internet regardless of the site and what people beliefs are was showing well over 50MB and now showing 45MB and I did say this was just above the promised speed. Before the idiots from whatever company messed it up at the exchange it was running at 63 mb for days. This information was from the SKY app. Even SKY admitted it was well below the standard and needed to send the engineer out.

My example a nice easy way 

My kid has £54 and wants to put it in the bank

The bank see's £54, I see £54

The money goes into the bank all £54

The bank has a power cut

My kid wants to take the money out after the power cut

Now they only have £32

After nearly a week they are given an extra £12 now a total of £44

The bank says it ok you have £50

It doesn't take indepth technical knowledge to see this isn't right

[pudntwink]

Update

My broadband is still randomly shutting down, this is especially annoying when I'm working, one of the nights it went off just after 2AM and didn't come back for over 4 hours! I did the usual checks in my area and nothing was reported. One of the days my connection was as low as 30-32mb all day. I have a complaint in with SKY to which they mailed me and said 'we tried to call you' no missed calls on my phone or pidgeons and smoke signals either. I called them again and they did the line tests...again and said 'oh we need to book an Openreach engineer for today' I explained I'm working nights and have stayed up for the agreed time 08.00-13.00 and guess what...yes no calls or visit (my internet hasn't even gone off) which would mean nothing has been done or looked at. I also chased SKY about my account issue where they are using an old SKY account from 2004 and my new one from last yeat. They said 72 hours and our back office team will fix that.....guess what still the same !

[Chrisee]

@pudntwink you asked for help from the forum and have received excellent detailed replies from @JPR007 which I completly agree with.

The type of broadband you have uses a series of high frequency carriers. Simple physics means the longer the line the greater the signal loss, the higher the frequency the greater than affect which you can see bybthe various attenuation figures for each of the 3 downstream and upstream bands. The higher the attenuation the greater the signal loss.

Having a dodgy joint or an old master socket can cause greater loss. However from everything you have told us shows that your line does not have any significant issues - the noise margin is as low as it goes and the connection is stable. You are reading far too much into a throw away comment by an engineer who often say things customers want to hear for a quiet life.

Loss of your connection overnight can often be down to maintenance issues and last week Sky had a series of issues with multiple exchanges so nothing to do with your line. Occasional line drops are part of using a domestic connection but often the issue is down to wifi issues - by far the most unreliable link in the chain.

Sky will probably agree to release you from contract if you haveccomplained because in practice there is nothing they can do to improve your connection and they dont want unhappy customers. If you switch to another isp using the Openreach network the issues are likely to follow.  The only long term solution is gibrecto your home which maybe coming in the next 5 years.

[pudntwink]

Yes I agree 100%

Quick update after calling SKY again about the engineer not showing up.

They say even though it was booked and I was mailed to say the engineer was coming a system fault rejected the engineers visit (after a lot of checking) and lost my details of the problem. So I stayed up in the middle of my 4 night shifts for nothing. I won't rant anymore 😃

Great community and the help/ advice is amazing even if it is on a Spock level.