Sky issues again after engineer visit about 2 weeks ago

[mrbacon]

My internet started slowing down around december/jan getting slower and slower 40meg its max then 35 then 30 the lowest sky say i should get before they act then 25 then it went down to 20.

Then engineer arrived said my faceplace was dislodged and simply put a new faceplate on my master socket and instantly my speed went on the router interface backup to 40meg but it took sky's systems about 14 hours or so to notice and speed me back up, then it was all fixed.

Fast forward about 2 weeks and suddenly past 2 days every morning between 6am and 9am (but not always at the exact same time) Also i wonder if their is work being done in my area?? Anyway last 2 days at them times my internet drops out router shows 0kbps speed for upload/download its completely disconnected then it reconnects then disconnects over and over so fast it cant usually even connect to sky in time and come online before the router loses connection to the fiber box or whatever its syncing with.

After it does this for approx 30mins to 1 hour around the times i mentioned above it suddenly without warning stops and the router stops disconnecting over and over and stays connected once that happens (cause by then its often connected at 5meg some insanely slow speed) i can reboot it and it will speed it backup again, currently back to solid 35000kbps so 35meg out of 40 so almost back up to max speed.

Sky said they couldn't help unless i tried their latest Sky hub which i did today for first time and, It won't even connect to the internet!!!! and Sky support on the phoneline did not even seem to know what the Sky Web browser user interface was or is or how to tell me its default login details to login and see exactly what was going on!! She was following a script and all she could do when we couldn't get it online and i checked the cables were in correctly and reset it was get a engineer out. I am not sure i need one.

So the engineer is coming out tomorrow but unless there is a intermittent fault on my line that only likes to strike between 7 and 10am for 1 hour or so then i dunno what he is gonna do or whats going on. For example if that engineer arrived at the house right now and tested my line i bet it would come back perfect! I have got something very strange going on with my line and i have no idea why Sky's newest sky hub wont even connect at all.

Btw if anyone on here can tell me the default name and password for logging into the Sky user interface at 192.168.0.1 on my browser that would be of great help!

Thanks to anyone who has any idea what is going on here.

[mrbacon]

I talked to another person on sky support phone and they did not know what a ethernet cable (Or lan cable when i called it that) was.

Um I think i may need to change ISP!

The support agent seemed to think the router just activates WIFI and WIFI is the internet i couldn't quite figure out what they were getting at. Constantly asking me to make sure my WIFI light was on and that i was connected through that to the router.

I did tell them my laptop was connected to the WIFI and they instantly said "Use that" Like they didn't trust this magical Ethernet lan they had never heard of, but of coarse WIFI or Ethernet aint going to work if the router is not connecting to the internet.

Are they not training Sky agents anymore because they know there going to be replaced with AI or something?

[Chrisee]

@mrbacon the Sky customer support agents are not always experts in any of the systems they use an information system which asks them to ask questions and depending on the customers replies gives them the next step.  Some are superb some less so and at busy times you msy get someone on a team nothing to with broadband getting a call.

If you still have a black Sky hub can you post the hub's stats as explained here Sky Hub statistics.

These help forum members diagnose issues

From the speeds and symptoms you post it sounds like you have a long copper line which is showing issues. Replacing a face plate is a pretty standard thing to try as that can help but it doesnt change the fact that a few hundred meters of copper cable which can be decades old is trying to carry high speed data. By the way Sky do not control thee speed thst is set by the kit in the cabinet that balances speed and stability. 

[mrbacon]

I had a perfect 40meg for so many years i cant even remember when i first joined sky!

It all started with the faceplate and as soon as he replaced it my sync speed shot straight up to 40meg and stayed there for over a week perfect.

Then suddenly as of yesterday every morning ONLY my line has a fit and drops in and out rapidly over and over so fast the router cant connect to sky AT ALL before the router drops sync. It will do this for 30mins to sometimes almost an hour then suddenly stop and go back to normal. i never looked at your link but i am guessing these are the line stats you are after from my older sky router (The flat black sky Q one)

Router Statistics
System Up Time: 07:01:50
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 1386204 2967710 0 0 0 07:00:05
LAN Up 2074747 1120782 0 2 1 07:01:50
WLAN (2.4 GHz) Up 59426 11581 0 0 0 06:59:52
WLAN (5 GHz) Up 1514054 856583 0 0 0 06:59:44
Broadband Link Downstream Upstream
Connection Speed (Kbps) 34999 7915
Line Attenuation (dB) DS1:17.3 DS2:44.4 DS3:67.7 US0:6.2 US1:35.6 US2:0.0
Noise Margin (dB) DS1:10.9 DS2:10.9 DS3:10.8 US0:6.1 US1:6.1 US2:6.1

Until yesterday the downstream speed was 39999 perfect 40meg basically and was for so many years as i said i cant remember when i joined sky.

[mrbacon]

Can the moderator that deleted my post with my router statistics explain what part broke the rules. Their was no personal information on that post???

Thanks.

[Daniel0210]

@mrbacon 

Your 'gallery' is empty so there's no image of any router stats. Perhaps try again.

[mrbacon]

[mrbacon]

It happened again today between 8am and 9am my line went crazy dropping out syncing at random speeds then disconnecting again at incredible speed over and over. Its stopped again now and gone to 35000kbps and stabalised again. Engineer is due out between 2 and 4pm but weird thing is, is once the rapid disconnecting ends in the morning it goes back to normal and i reckon a engineer is going to get good test results. The engineer needs to come very early in the morning really to catch it going crazy.

I did manage to catch a screenshot while it was disconnecting and reconnecting at random speeds at rapid speed. I will show it to the engineer and post it on here.

That was this morning when it was disconnecting and reconnecting over and over now its back to 35000kbps and stable.

[mrbacon]

Engineer has been, detected a line fault thinks he fixed it. Lets hope it holds. He also warned me the router will go offline for a while for a firmware update since i got a new one now. Connected at 40meg

[mrbacon]

Does it look good with the new sky hub and now its apparantly fixed?

[cookiemonsteruk]

@mrbacon 

Could you enter your full postal address below and post the table and notes after removing your address from the image

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

[mrbacon]

[cookiemonsteruk]

@mrbacon 

I was just wondering why noise margins were 8db donstream as opposed to the normel 3-6db.  Looks like the handback thresholds are such that sky has put you on a 40Mbps profile so unless the engineer has carried out a major repair i wouldn't envisage any further speed increase

[mrbacon]

I am only on a package that is upto 40meg my line has never been able to go over 40meg due to the package i chose years ago..

Many many years ago when i joined Sky i had two choices upto 80meg down 20meg up or cheaper price 40meg down 10meg up. I was told that my line would struggle to go much over 40meg so there was no point paying extra for the upto 80meg service so i chose the upto 40meg service. For years it ran at perfect 40meg till these issues started but hopefully its fixed again now.

[cookiemonsteruk]

@mrbacon 

Certainly cheaper for you paying for a 40 Mbps line as opposed to getting the 53Mbps as shown in the table and be charged for 80Mbps . Your line is looking good