Broadband question

[Iron]

My home broadband has been horribly intermittent for the last couple of days.

My internet provider, Sky, claim that there are no problems at their end. Am I not right in thinking, though, that if the problem were at my end, then I would receive no service at all? Surely electrical devices generally either work or don't work - they don't just work some of the time!

Thanks

Jeff

[CaerMyrddin]

Hi Jeff, there is much more in computers than in 'electrical devices'.

it's really hard to help without having a look at a computer, but do you good service sometimes?

[Iron]

Hi Antonio

When the internet is online, it's fine. But it keeps going up and down.

And it's not just my PC that's affected - my laptop is too, so the problem is definitely with the connection.

Jeff

Hi Jeff, there is much more in computers than in 'electrical devices'.

it's really hard to help without having a look at a computer, but do you good service sometimes?

[CaerMyrddin]

That makes sense, but it can still be at your end. Have you tried the usual stuff, like restarting your router? I do it every day...

[LeTiss]

I use Sky Broadband, and I've had no issues at all.

IMO, Sky is the best internet service provider I've had. I used to have an Orange Livebox, which was as reliable as a Portsmouth Football Club Balance Sheet!

[Iron]

Yes - I've also tried taking the connection wires out of the sockets and putting them back in.

There's some building work taking place around the corner, so maybe that's what's causing the disruption.

Jeff

That makes sense, but it can still be at your end. Have you tried the usual stuff, like restarting your router? I do it every day...

[superfrank]

i have sky (because it's part of a package and included in my rent) - they are not great but not the worst either.

are you using the router that sky gave you?

officially you are not allowed to use another router for sky ADSL, but it's easy to get round.

you can retrieve the router details using this https://www.cm9.net/skypass/ and then get a better router.

i use this router and it's been much better and is faster thru ethernet. http://www.techradar.com/reviews/pc-mac ... 825/review

[Iron]

Up until a couple of days ago, I was happy with Sky on the whole. The connection was rarely down, and the download speed was very fast. My only problem was that web pages didn't load up as quickly as I would have liked (although maybe that was because I needed to clear out my cache).

Jeff

I use Sky Broadband, and I've had no issues at all.

[Iron]

are you using the router that sky gave you?

Yes, although tbh I don't think a new router is the answer.

It's only a few months old, and if there were a problem with it, then I'd have thought the connection would be down all the time, not intermittent.

I might try replacing the splitter, although something tells me that will be a complete waste of time...

Jeff

[SilentDave]

Jeff, it is possible to have de-graded service due to an issue at your end but they should be able to remotely troubleshoot and see where the bottleneck/degradation is occurring.

I have Sky broadband and have found it very good but the support is shocking if something does goes wrong. I had a problem last year where I was getting very slow speeds (<100kbps) and they refused to accept that there was an issue. It took over 3 months to finally get it resolved and it transpired that they had rewired the exchange and my connection at the exchange had been plugged into the incorrect port. So in months of troubleshooting they were seeing good speed on the port but it wasn't the port I was plugged into.
When they plugged it into the correct port at the exchange it all started working fine.

I would suggest changing the microfilters (they normally ask you to do this before anything else) and if you still have a problem (which you probably will!) ask for the issue to be escalated to a supervisor. The problem with exchange issues (should that be what you ar experiencing) is that Sky need to liaise with BT and the communication is poor. You can always push for an engineer to come on site to demonstrate that the problem is not at your end if you seem to be getting nowhere.

Good luck and I sincerely hope they fix it quicker than they did mine!

[Iron]

Thanks for the advice guys - I'll let you know how I get on.

Jeff

[superfrank]

it transpired that they had rewired the exchange and my connection at the exchange had been plugged into the incorrect port.

i had that problem at my last place when with zen internet (except that i had no connection at all for 3 weeks). the problem is that they have to pay BT to look into it and are therefore reluctant and always assume it's a local problem.

btw Jeff, you can intermittent problems with routers - it's not unusual.

are you using a wired connection or wireless?

[andyfuller]

1. Is you router plugged directly into the Master phone socket or off an extension?

2. Are you connecting wirelessly or wierd?

3. If wireless jsut double check it is your router you are connecting to

4. If wired try different ethernet cables

5. If wireless try wired

6. Have you taken the front panel off the phone socket and plugged into the test socket which is inside?

7. Have you tried a different router?

8. Have you tried different micro filters?

9. Different computers? Yes

10. Is it the same all day or at certain times of the day?

11. Have you run a line noise test (Call 17070 and listen for any white noise on the line)

12. Have you tried your neighbours internet speed particularly one with Sky

13. Have you tried their equipment at your house and yours at theirs?

14. Have you any kids using up your internet on Xbox etc

15. Have you gone over your allowance for the month?

16. Is your wireless secure, turn it off to test incase someone is hijacking your connection

They are likely to ask you to do all of this first. If it does get to the stage of calling out a BT guy if the problem is found inside your house, basically past the Master phone socket you will be charged for the call out and any other costs, I think it is a minimum of about £120 so you need to be sure to rule out it being at your end!

[Iron]

1. Is you router plugged directly into the Master phone socket or off an extension?

It's plugged into a splitter which is connected to a socket that's attached to a wall.

2. Are you connecting wirelessly or wierd?

Both - Wirelessly with my laptop and using a cable with my PC.

Have you taken the front panel off the phone socket and plugged into the test socket which is inside?

No. What does that achieve?

Have you tried a different router?

No - I only have the one router.

Have you tried different micro filters?

No, but worth a go if the problem persists.

Have you run a line noise test (Call 17070 and listen for any white noise on the line)

Yes - I might try it again.

Zoe has a lovely voice!

Have you tried your neighbours internet speed particularly one with Sky

I don't think anyone lives next door.

The last people I saw come out of the house were the police, and that was a few months ago (it turned out next door was being used as a cannabis farm! )

Have you any kids using up your internet on Xbox etc

Nope - I don't have any kids. I have a housemate, but if he was going heavy on his Xbox, then presumably the connection would be slow, but it wouldn't disappear.

Have you gone over your allowance for the month?

I don't have an allowance, and Sky assure me that they don't throttle heavy users' connections.

Is your wireless secure, turn it off to test incase someone is hijacking your connection

AFAIK, and I have turned it on and off a few times.

Thanks Andy

Jeff