No internet or voice for the past 2 days

[rd350ypvs]

2 days ago my phones went off and the light on the router is not on at all. I have tried rebooting, resetting the router numerous times and even left it turned off and disconnected from the wall for 12hrs yesterday. On reconnection I get green power, internet and wifi solid lights but no voice at all. 

Using skys checker comes back as everything ok at 46mb but no websites load and phoneline is completly dead, no dial tone. 

Doing pings to say www.bbc.co.uk reveals timeouts at the first hop outside the router so it must be a dns issue on skys end somewhere, local exchange is LCWAL if that needs checking, the irritating thing is that the sky checker assumes everything is hunky dorey but my stats are connecting at 49mb down, 12 up but with a solid SNR of 10db, never goes to 6, well it did once for over 3 months but something is wrong somewhere, any help appreciated, as i say I have done all the tests numerous times but still teh same problems 😞

[Highlinder]

@rd350ypvs  So your internet is back working, but it is not working as it should. You have no voice telephone service still.

Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[rd350ypvs]

Internet and phone has ben back up now for 46 mins so in the last 2.5hrs they have fixed whatever it was. Still stuck at a 10db snr though 

[Highlinder]

@rd350ypvs  Does the broadband test come back with anything. can see the raised noise margin in the  downstream that should be a steady 6.0 and not 9.9.

[rd350ypvs]

No m8, every test says it's fine.  Now before I was with sky I was with talktalk and the last 2yrs with them I went from 60000 down to a stuck 49000. Snr has always been good and when it was 60000 my snr was 6db, I moved to sky 15 months ago and it has only been 60000 for about 2 months and in that time it was solid. Something is causing dlm to cut my speed although I have never had an answer from either isp as to why.

[Highlinder]

@rd350ypvs  When you are doing the broadband test is it telling you what your minimum speed should be?

[rd350ypvs]

It says minimum should be 36mb so technically its over that but the line has proven to do more and was very stable at 60mb 

[jamesn123]

@rd350ypvs 

If your phone is dead you need to contact Sky and report a voice problem. Once this is fixed the broadband connection can be evaluated. There is no point trying to diagnose a BB line issue before the voice line is fixed.

[rd350ypvs]

James if you look aty my previous reply you will see my phone started working again yesterday afternoon about 2hrs after posting. The only thing i want to resolve now is the stuck profile I keep being on of 49000 since I have an SNR of 10db not 6db. It has been higher in the past and was stable (G.Fast enabled) but now it seems to be stuck at 49mb sync when it really shouldn't be. 

[jamesn123]

@rd350ypvs 

Ah I did not see your follow up reply.

The issue is if you are not below the minimum guarantee Sky tend to not be interested in spending money on Openreach engineers for you. 

Even if you were below the minimum Openreach may still not do anything because they have started to just leave copper lines as they are and not provide fixes because FTTP is being rolled out. A number of people I've seen post on the forum have basically been told my Openreach that the line is as it is, if they are not happy with it then they should seek alternatives.

[rd350ypvs]

Yes it's not the best outlook when you consider your paying for super fast but not actually getting the super part of it

[jamesn123]

@rd350ypvs 

No it isnt but Sky can't do anything about it if Openreach wont service the line. 

[TimmyBGood]

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@rd350ypvs wrote:

Yes it's not the best outlook when you consider your paying for super fast but not actually getting the super part of it

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49/12Mbs is a 'Superfast' speed as defined by government, Ofcom and the ASA: a little under the national average for FTTC, but much better than many addresses still served by copper.