Wierd Broadband Issue
Discussion
Hi All,
We have recently switched from BT to Sky and have seen our d/l speeds drop from 16mb at midnight to 2.5mb at midnight, tested with speedtest.net on a cat5e connection to the router.
called customer services, tested everything, tried the test socket, still no change, the sky exchange diagnostics is reporting back line speed of 21mb???
even the customer services guy was stumped, and I can't find anything online to assist.
the only cause I can see is the router? I know the line is capable of a consistant 16mb so what else can it be???
Would like to give this a fair shot before switching back to BT.
We have recently switched from BT to Sky and have seen our d/l speeds drop from 16mb at midnight to 2.5mb at midnight, tested with speedtest.net on a cat5e connection to the router.
called customer services, tested everything, tried the test socket, still no change, the sky exchange diagnostics is reporting back line speed of 21mb???
even the customer services guy was stumped, and I can't find anything online to assist.
the only cause I can see is the router? I know the line is capable of a consistant 16mb so what else can it be???
Would like to give this a fair shot before switching back to BT.
LordGrover said:
I'm not taking the p**s; have you tried switching it off and on again?
Yep, been reset a few times, and even fully unplugged.Want this sorted within the 30 day cooling off period so we can switch back if needed, I can't watch any streaming services at all, and forget downloading anything off steam...
To me that sounds like a throttling issue, if it happens at an exact time each night. Is it a pretty static speed or does it rise and fall (after midnight)
A stab in the dark:
It might be a contention issue http://en.wikipedia.org/wiki/Contention_ratio, if you have a lot of neighbours that maybe have P2P stuff set to overnight download to avoid using up allocation? Don't even know if Sky have allocations any more?
A stab in the dark:
It might be a contention issue http://en.wikipedia.org/wiki/Contention_ratio, if you have a lot of neighbours that maybe have P2P stuff set to overnight download to avoid using up allocation? Don't even know if Sky have allocations any more?
BertB said:
To me that sounds like a throttling issue, if it happens at an exact time each night. Is it a pretty static speed or does it rise and fall (after midnight)
A stab in the dark:
It might be a contention issue http://en.wikipedia.org/wiki/Contention_ratio, if you have a lot of neighbours that maybe have P2P stuff set to overnight download to avoid using up allocation? Don't even know if Sky have allocations any more?
Midnight was my benchmark, but from 5pm onwards I see a max of 6mb(briefly) and a low of 1.5mb, previously nice and quick late at night, and usable for streaming during peak hours as I live in a village full of OAPs, we are not even 0.2mi to the exchange...A stab in the dark:
It might be a contention issue http://en.wikipedia.org/wiki/Contention_ratio, if you have a lot of neighbours that maybe have P2P stuff set to overnight download to avoid using up allocation? Don't even know if Sky have allocations any more?
JB! said:
Midnight was my benchmark, but from 5pm onwards I see a max of 6mb(briefly) and a low of 1.5mb, previously nice and quick late at night, and usable for streaming during peak hours as I live in a village full of OAPs, we are not even 0.2mi to the exchange...
Hmmm very odd.Have you checked you've not got anyone connected that shouldn't be? Have you turned off WiFi fully whilst using your wired connection? Might also be something in your house slurping data, smartphone/tablet updating itself (ours are a bugger for doing that).
BertB said:
Hmmm very odd.
Have you checked you've not got anyone connected that shouldn't be? Have you turned off WiFi fully whilst using your wired connection? Might also be something in your house slurping data, smartphone/tablet updating itself (ours are a bugger for doing that).
Will do some speed tests tonight with the wifi off, but expecting the same tbh!Have you checked you've not got anyone connected that shouldn't be? Have you turned off WiFi fully whilst using your wired connection? Might also be something in your house slurping data, smartphone/tablet updating itself (ours are a bugger for doing that).
JB! said:
Will do some speed tests tonight with the wifi off, but expecting the same tbh!
Try this one too. http://speedtest.btwholesale.com/ETA: although I don't know if it'll work on a Sky phone line.
BertB said:
Try this one too. http://speedtest.btwholesale.com/
ETA: although I don't know if it'll work on a Sky phone line.
2.44 down, 0.4 up, 59 ping.ETA: although I don't know if it'll work on a Sky phone line.
IP profile for line 17mbps, acceptable range 4-21mbps
Edited by JB! on Thursday 23 October 20:57
Could be the training period?
Your line will go through a training period where it figures out the fastest stable speed, IIRC its about 18 days or so. You'll find that the router disconnects in the early hours and reconnects at a higher speed.. it might take a few days to kick in. They call it DLM. You can read lots about it here: http://www.skyuser.co.uk/forum/sky-dlm/
What are the attenuation / noise stats like ?
(if using the sky router go Maintenance -> Router Status -> Show Statistics (at the bottom of the page).
The speeds you are seeing are low, even for the start of DLM, but all hope isn't lost yet.
Your line will go through a training period where it figures out the fastest stable speed, IIRC its about 18 days or so. You'll find that the router disconnects in the early hours and reconnects at a higher speed.. it might take a few days to kick in. They call it DLM. You can read lots about it here: http://www.skyuser.co.uk/forum/sky-dlm/
What are the attenuation / noise stats like ?
(if using the sky router go Maintenance -> Router Status -> Show Statistics (at the bottom of the page).
The speeds you are seeing are low, even for the start of DLM, but all hope isn't lost yet.
Edited by Crafty_ on Thursday 23 October 21:04
Crafty_ said:
Could be the training period?
Your line will go through a training period where it figures out the fastest stable speed, IIRC its about 18 days or so. You'll find that the router disconnects in the early hours and reconnects at a higher speed.. it might take a few days to kick in. They call it DLM. You can read lots about it here: http://www.skyuser.co.uk/forum/sky-dlm/
What are the attenuation / noise stats like ?
(if using the sky router go Maintenance -> Router Status -> Show Statistics (at the bottom of the page).
The speeds you are seeing are low, even for the start of DLM, but all hope isn't lost yet.
Sky have said they aren't DLM'ing us, plus it has almost been 18 days with zero improvement. Will get stats.Your line will go through a training period where it figures out the fastest stable speed, IIRC its about 18 days or so. You'll find that the router disconnects in the early hours and reconnects at a higher speed.. it might take a few days to kick in. They call it DLM. You can read lots about it here: http://www.skyuser.co.uk/forum/sky-dlm/
What are the attenuation / noise stats like ?
(if using the sky router go Maintenance -> Router Status -> Show Statistics (at the bottom of the page).
The speeds you are seeing are low, even for the start of DLM, but all hope isn't lost yet.
Edited by Crafty_ on Thursday 23 October 21:04
Assume you are using the Sky router then - do you have a mate you could borrow a third party one from? So not a Sky one or BT Homehub.
I'm not sure whether anything physical is done for switching over - I think it's just done remotely, although sure the Openreach guy could confirm, so don't know how "noise" would be introduced into a previously working line.
Throttling is a possibility with Sky, although surely not at midnight.
Final one for the Openreach chap - would OP be charged if SFI found no fault? I know Openreach pay if fault is on the line, and customer pays if fault is with customer equipment, but not sure what happens where no fault is found...
I'm not sure whether anything physical is done for switching over - I think it's just done remotely, although sure the Openreach guy could confirm, so don't know how "noise" would be introduced into a previously working line.
Throttling is a possibility with Sky, although surely not at midnight.
Final one for the Openreach chap - would OP be charged if SFI found no fault? I know Openreach pay if fault is on the line, and customer pays if fault is with customer equipment, but not sure what happens where no fault is found...
SWAT78 said:
Assume you are using the Sky router then - do you have a mate you could borrow a third party one from? So not a Sky one or BT Homehub.
I'm not sure whether anything physical is done for switching over - I think it's just done remotely, although sure the Openreach guy could confirm, so don't know how "noise" would be introduced into a previously working line.
Throttling is a possibility with Sky, although surely not at midnight.
Final one for the Openreach chap - would OP be charged if SFI found no fault? I know Openreach pay if fault is on the line, and customer pays if fault is with customer equipment, but not sure what happens where no fault is found...
Sometimes a new line is provided (exchange to cabinet), even if it was the same line they are still subject to going faulty, earth contact will slow a line down. Any extensions in the house op ? I'm not sure whether anything physical is done for switching over - I think it's just done remotely, although sure the Openreach guy could confirm, so don't know how "noise" would be introduced into a previously working line.
Throttling is a possibility with Sky, although surely not at midnight.
Final one for the Openreach chap - would OP be charged if SFI found no fault? I know Openreach pay if fault is on the line, and customer pays if fault is with customer equipment, but not sure what happens where no fault is found...
If sky run a line test and it comes back ok they ask the customer if they want an or engineer visit, if yes then they send or engineer out on a cdta task (conscious decision to appoint) they will come out and run a pair quality test on the line which checks for all conditions, if this comes back clean then OR bill the provider who in turn 'May' want to charge the customer. If it fails the pq test then there is an issue on the line which could be anything, faulty in the underground network , faulty over head cable etc , that is for the engineer to find and fix.
Providers don't like to pay for an SFI appointment as it' costs them a bit more than a standard visit.
Edited by dotty on Saturday 25th October 15:33
MissChief said:
Sky currently don't pass on any charges for SFI engineers but have started introducing their own engineers to diagnose setup and internal wiring issues before asking Openreach to attend.
What is the trained in speed on the router page?
I visited a customer recently who has had 5 engineer visits since May, trying to sort a slow and intermittent broadband issue out.. including a sky engineer, fault was in a joint (wet crimp) in a path 30m from her house it turned out. sky engineer came, changed router and filter and left..What is the trained in speed on the router page?
dotty said:
MissChief said:
Sky currently don't pass on any charges for SFI engineers but have started introducing their own engineers to diagnose setup and internal wiring issues before asking Openreach to attend.
What is the trained in speed on the router page?
I visited a customer recently who has had 5 engineer visits since May, trying to sort a slow and intermittent broadband issue out.. including a sky engineer, fault was in a joint (wet crimp) in a path 30m from her house it turned out. sky engineer came, changed router and filter and left..What is the trained in speed on the router page?
dotty said:
JB! said:
They have raised the issue with BT.
Good stuff (I am an openreach engineer) and it certainly sounds like you have a condition on the line. Is your land line crackly at all?Changing router saw a max of 7mb initially but it soon throttled down.
Alot of attempted up-selling from Sky as well, but after a 2nd Sky router, mutual contrat termination was the result.
We got 12 months 1/2 price off BT and a £75 welcome back in vouchers as well, a garenteed 18mb, which previous figures back up.
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