No technical support

[jamesn123]

@Kristof 

We on the forum can escalate post's to Sky advisors if it is deemed necessary but we are advised to collect data on the threads first so that advisors can deal with people efficently. So far you've not provided any data and thrown every question back in peoples face.

You can either call Sky on the usual number or provide some info here and it can be escalated. 

[Kristof]

if that's make any diference . last week 79mb for last 3 months stable no issues. this week 63mb laggy

[jamesn123]

@Kristof 

Okay so your stats show a resonable connection but ideally the noise margin would be a bit lower for an optimised connection. This may suggest that there is a underlying fault or increased crosstalk which has caused DLM to step in. Obviously the issue with that is that Sky will still see you as being within the minimum.

Are you able to post some ping results or some sort of speedtest that shows a lower than expected throughput. You mentioned that you cant even stream 4K content, is this because of low speed?

[Kristof]

Normal speed test, or ping a specific IP address?

[Kristof]

PING 151.101.0.81 (151.101.0.81): 56 data bytes
64 bytes from 151.101.0.81: seq=0 ttl=61 time=8.690 ms
64 bytes from 151.101.0.81: seq=1 ttl=61 time=9.010 ms
64 bytes from 151.101.0.81: seq=2 ttl=61 time=9.224 ms
64 bytes from 151.101.0.81: seq=3 ttl=61 time=8.801 ms

--- 151.101.0.81 ping statistics ---
4 packets transmitted, 4 packets received, 0% packet loss
round-trip min/avg/max = 8.690/8.931/9.224 m

this looks spot on

[jamesn123]

@Kristof 

Yeah normal speedtest and just ping BBC or Google.

The ping tests look fine at the moment, are you saying they fluctuate? 

[Kristof]

It's nothing major; 14 to 20 with this BBC IP address.speed test the same 56-58, but this does not really prove anything.

[jamesn123]

@Kristof 

Well no it doesnt. I am struggling to understand what exactly is wrong with your connection? Your ping is fine, your router stats are fine, your speedtest results are within 10% of network overheads

[Kristof]

As I was trying to explain, Sky was aware of this. The network team is well aware of what is causing these issues. They fixed it before. Engineers from BT point to a faulty DLM. Inadequate access to technical support just causes frustration and a lack of interest in getting things sorted out. One of  advisors told me he was going to call me on Monday, and he will be pretending that there is progress or that there is no problem. I've been there several times in the last nine years. Complaining about it makes sense only if the speed falls below the minimum. For the next few months, I will have randomly accessible 4K streaming content. (Which is annoying when you pay for it and you have no clue whether it will work or not.) Random buffering issues, etc., and then DLM kindly restores my line speed to around 70 mbps or more , for a few months, and everything will works fine until the next speed drop. It's time for change. I have enough sky.

[Eeeps]

In my experience the only way to get Sky to take customer complains seriously is to collect lots of data and present them with that and an ultimatum stating that you want them to rectify the fault in a specified (realistic) time frame.

In your case it does seem you have an intermittent fault that may well cause DLM to reduce your line rate.

I suggest you diligently record the router stats daily at the same time.

Whilst you can expect the noise margin to vary, variation in any of the line attenuation figures would suggest a fault.

If you discover this then you should have enough evidence to have Sky take you seriously.

How far are you from the cabinet and is your line below or above ground?

[Mr+Slant]

What does it say on

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

for your address?

That's what Sky will be using for your guaranteed speed and if your sync rate is within the guidelines then thats it, end of story.

[TimmyBGood]

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@Kristof wrote:

It's time for change. I have enough sky.

---

Realistically any large ISP charging prices driven down to very small margins by industry competition is going to be reluctant to continue to throw resources at an address where they are apparently meeting their basic obligation.  You may find you'll need to subscribe to a smaller and more specialist provider, almost certainly at a higher monthly cost, to get the attention you are looking for.

There's also the factor of the transition to optical circuits making expertise in FTTC troubleshooting scarcer and interest in spending time on them reducing.

[Kristof]

Ok, so a little update. I had to ring once again because even the Sky app started flashing red messages that the broadband was not working correctly. The advisor I was talking to had of course no option to escalate this because speed is above minimum. Fortunately, he managed to book a BT engineer to come over, even if there is no problem at the property. I will be pushing him to check the cabinet and possibly reset the DLM. That can be easily done over the phone, but because of the stupidly set up system for dealing with that kind of problems by Skype, A BT engineer will cost Sky some money. I start feeling  sorry for them advisors that they have no tool to help people. 

 

[Mr+Slant]

Only BT SFI engineers are authorised to perform a DLM reset & you won't be having one of those visit given what you've said here.

Sky can request a DLM reset but IIRC that's now a chargeable service so again you're unlikely to have this happen.

From what you've said I'd put money on your "problem" being increased crosstalk in the cable bundle.

Had similar myself in a previous property - 80/20 sync for 8 years then dropped to 66/70 on downstream. Didn't help that it was an ECI cabinet so no g.INP until a few months later when BT ran (yet) another trial when I got 80Mbps sync back (just). Looking at the BT Broadband link I provided earlier that property now has an "A" range of 66-78Mbps & a "B" range of 62-72 with a handback of 58. That's the nature of unvectored VDSL, generally only going to get worse as the cabinet fills up.

[Eeeps]

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@Kristof wrote:

 

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I can't see that aditional crosstalk can cause drop from a steady 79 to 63 overnight.

This definitely looks like a fault to me which DLM is trying to compensate for.