Re contract with sky, will my DLM reset

[mkhan155]

I recently re contracted my broadband with sky and with a confirmation email I received, at the bottom it mentioned the "stabilization" period of 10 days. From my knowledge I don't think they would reset it as there's no need but if someone could confirm it that would be great. I also wanted to mention an issue with logging into the sky hub (sr203). When I enter login details the first time it gives the incorrect animation and prompts me to try again even though it's right. It works second time though. I'm not sure if this is unique to me ?

[GD1 · Accepted solution]

@mkhan155  No, a recontract really shouldn't need a new stabilisation period as it's simply a continuation of your service.  It would really only apply if you had joined as a new customer.

[christi-sj]

Hi @mkhan155 

It's completely normal to notice variations in your speed or for your connection to drop in and out in your first ten days while we do this. Tip: Always leave your Sky hub turned on so we can get as much info about your connection and performance as possible.

Helpful links:

https://www.sky.com/help/articles/fluctuating-speeds-in-your-first-ten-days

https://www.sky.com/help/articles/your-sky-broadband-questions-answered#need-a-hand

https://www.sky.com/help/articles/broadband-boost#need-a-hand

Try to reset the Sky hub if the first login attempt fails at regular intervals. 

The Sky Broadband Hub reset works a little differently. To do this, first press the reset button down (located on the back of the hub). Then wait until the power light flashes off and on (should do this four times) before remaining on. This whole process takes about ten seconds

Thank you.

[Chrisee]

@GD1 & @mkhan155 actually a switch to Superfast from Fibre ot Fibre Max is treated as a re-provision by Openreach so does appear to reset the connection resulting in a period while the cabinet optimises the connection which can take a couple of weeks. Quite why this happens is unclear but then a lot of things Openreach do is in that category.

@christi-sj  is correct the best thing to do is to be patient and leave the cabinet to do its thing. However the reset on the latest hub often takes a bit more than 10 seconds so Intend to advise up to 20 seconds but the key thing to watch for is the power led flashing. Release the pin befire that just reboots the hub.

[mkhan155]

@Chrisee  I'm on the same fttc package. I'll try and reset the router. Also, when I ran a test to check my connection the hub didn't respond to the test according to the checker? I then ran a 2 min telephone line test which disconnects telephone briefly and the test came back all good. The hub really does start underperforming when it's been on for a while.

[mkhan155]

@christi-sj  The sky hub has multiple bugs at the moment. Like the timeout message I get when I try and change the network name. Auto join on my iPhone doesn't work sometimes I have to To manually click my WiFi network and join it. 

[christi-sj]

Hello @mkhan155 

Wi-fi auto connect with your phone.

Auto-Join saves you a lot of hassle by keeping you from having to manually select your preferred Wi-Fi network every time it’s within range. Sometimes, however, this setting can get switched off and you'll lose automatic connection to that Wi-Fi network. This problem is annoying, but easily fixable. Here’s how to enable automatic network connections on your iPhone or iPad.

Hope this works. 

To fox the issue with the hub network name and password follow thile link please.

https://www.sky.com/help/articles/find-and-change-your-wireless-password#need-a-hand

Thank you

[christi-sj]

Hi @mkhan155 

On the previous post screenshot haven't got loaded. Request you to turn on the auto connect with wifi option on your Phone settings please. 

[mkhan155]

It's already on @christi-sj  its a router problem, possibly an iOS issue. I bought a new phone and it's happening with that too

[christi-sj]

@mkhan155 

You mentioned you recently re-contracted the sky Broadband.  Did you get any confirmation on replacing the router?  What version of BB router have you got currently?

[mkhan155]

@christi-sj  I have the sr203 it's been replaced multiple times because it's that bad. I also cancelled the broadband boost because I don't see the point in paying £5 extra for line tests.  There was no message about a new router.

[christi-sj]

@mkhan155 

I understand how frustrating it is to end up back to square one post all troubleshoot and hardware replacement.  

Possible chances software issue or line error. 

Request to check this link as well.

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717?nobo...

@Chrisee 

@GD1  I hope this problem can be sorted by highlighting it to the tech team.  Please do the needful.

Thank You.

[mkhan155]

@christi-sj  The password was similar both times