Home internet issues...

[Little-Miss]

This is a home issue and it's doing my head in.

 

We have Sky broadband and for the past few weeks it's been playing up something rotten but I can't put my finger on where the problem is.

 

It started with slow speeds but they've gradual come back up, but now it's constantly dropping out completely.

 

I've moved it to the test socket which is in the living room to see if it was an issue with the extension in the spare room but the issue still exists.

 

Now I can't decide if it's their end or the router. When the internet drops. It takes the wireless out too sometimes which I find weird.

 

InSSIDer says we're the only ones on this channel.

 

Any suggestions of anything else to try or do you think it's the router dying.

 

Thanks

[Gatt]

Does your router have a power saving mode?

I had a similar issue on out TalkTalk router -and disabling the power saving helped us out a bit...

[GREED]

My daughters mum has the same issues. However she also has noise on the phone line. Everything inside the house was replaced by an engineer and still an issue... so despite me telling them they need to shimmy up the pole (giggles) they never did.

[ZeroHour]

Can you please post your stats from: http://192.168.0.1/sky_system.html (default location on your router)

Those stats will change depending on it being in the master/BT socket or the extension wire (bad)

How old is your sky router? The old ones had several issues but sky wont give you a new one for free generally (£50 + p&p)

Edited December 12, 2013 by ZeroHour

[Little-Miss]

Router is about 5 years old i'd say...

sky_status doesn't go anywhere on mine. You after the bit with the noise levels?

[ZeroHour]

Router is about 5 years old i'd say...

sky_status doesn't go anywhere on mine. You after the bit with the noise levels?

 

Wow it is old. Yeah the Line attenuation, sync speed and noise margin (downstream) are the 3 big stats, your extension will probably (99%) bork noise margin a lot and cause sync speed to drop.

I would definately consider getting a newer sky one, they dont have AC yet but N is there and they are considerable more stable. I have been with sky for 7-8 years odd now (ISP) so I have had various modems over the years from them, the newest white one does seem good. They have a black version which has the added feature of self install FTTC but at a reduced speed from a proper openreach install.

 

EDIT: being a customer for this many years you may be able to blag a free replacement router (I have had success once before) but they dont like doing it.

Edited December 12, 2013 by ZeroHour

[Little-Miss]

 

Yeah, might leave it to my fella...he's better at that than me! haha!

[ZeroHour]

I take it those stats are from your BT master socket?

Your sync speed is very high for that line attenuation which could explain why its unstable (useful for rough numbers: ::. Kitz - Max speed calculator .:: but thats based on BT). That screenshot shows the connection uptime and it had dropped out again I see after being online for 45m or so.

Next time you think wifi had died as well check the LAN uptime stat and see if the router had crashed/rebooted, if thats happening replace it. Hopefully you wont lose too much sync speed but if you keep dropping out sky may slow the sync.

[Little-Miss]

Yeah, well it's the test socket in the Master socket.

 

Yup, i'm guessing that's when the light goes amber...

 

So, are we saying router is likey at fault and i need to et a new one off them?

[Michael]

Routers generally have a life span anywhere between three to seven years and you're bang in the middle. I would request a new router and see how it goes.

[Achandler]

They usually give you new routers free, or they use too. Ring them and go through the stupid tests were the person on the phone, tell them all the lights are orange or some rubbish so they diagnose a faulty router quickly and get a new oens ent.

 

I have 4 sky routers now, they kept giving me new ones when the fault was with the exchange.

[ZeroHour]

I would get a new router, the wifi will be better anyway but you may get a slightly slower sync speed.

Sky used to give them out but the last couple of years they really pushed back at freebies.

[LosOjos]

You can use a third party router with Sky, but you'll need to get your hidden username and password from your existing router, this link will help: https://www.cm9.net/skypass/index.cgi

 

Even if you don't plan to right now, it might be worth noting them down in case your current router dies and Sky want to sell you another as you can often pick up a decent router quite cheap.

 

At home I have a cheapo TP-Link modem connected to a Linksys WRT-54G router. Not the best for wireless (54Mbps!) but with Tomato firmware installed it's great for QoS and the whole setup cost me less than £50

[Little-Miss]

Ok, so i emailed Sky...guy is talking about running Dynamic Line Management on our line....

 

Good Evening

 

My name is Moushumi and I will he helping with your query. I did try to call but unfortunately was unable to reach you today.

 

The reason I called was in order for me to discuss further regarding your Sky Broadband connection issue. I personally understand how it feels when the Broadband connection isn't up to your expectation, however I'd like to keep you informed that there is something called Dynamic Line Management (DLM) which is a software synced with the line to monitor the connection speed and stability. This software will run active for 10 days to ensure that the correct speed gets configured automatically, you'll be eligible to get the fullest speed that your line supports if you let us run the software successfully.

 

I hope I have been able to resolve your enquiry. If not, you can click here between 07:00 am to 11:00 pm to chat with us online.

 

This link will expire on 20th December.

 

Think it will help with the stability @ZeroHour?

[Devontechie]

You can use a third party router with Sky, but you'll need to get your hidden username and password from your existing router, this link will help: https://www.cm9.net/skypass/index.cgi

 

If you want to use your own router, all you gotta do is ask sky for the username and password. They will give it to you.

[Little-Miss]

If you want to use your own router, all you gotta do is ask sky for the username and password. They will give it to you.

 

A lot of people are saying it's against the T&C's to use your own.....

[featured_spectre]

Sky will let you do it but it voids any service calls except for complete service loss on the internet.

[Devontechie]

Surely if it was against the t&c's, they wouldn't have given me my username and password to use in my own router

[Little-Miss]

Sky will let you do it but it voids any service calls except for complete service loss on the internet.

 

I can understand that, why would they want to look after kit you've bought yourself?

[LosOjos]

Surely if it was against the t&c's, they wouldn't have given me my username and password to use in my own router

 

T&C's must have changed then, they never used to give the username and password out, they purposely hide it on older routers (not sure about newer ones, haven't used a "Sky" router in years) and, well, the fact a website to extract the details exists tells you it wasn't always easy...

[newpersn]

Does this seem alright

 

Our broadband seems to be lagging. Just my self on the Internet. Can't stream tv or surf the Internet without waiting an age

 

Plus we had a BT engineer out and they can't find any noise on the line. (2nd time we logged the call about the same problem)

[featured_spectre]

@newpersn the likelyhood is your homehub is wearing out. Homehub 2s have been particularly bad at this. It was the reason I ditched BT and went to sky. Since then I havent had a single issue.

 

Also, look at BT infinity for your area. The fibre is apparently much better than Virgins in terms of reliability.

[newpersn]

@newpersn the likelyhood is your homehub is wearing out. Homehub 2s have been particularly bad at this. It was the reason I ditched BT and went to sky. Since then I havent had a single issue.

 

Also, look at BT infinity for your area. The fibre is apparently much better than Virgins in terms of reliability.

 

We are with sky. We got the white hub. We can't get fibre yet.

[plexer]

A homehub wearing out?

 

Failing due to bad components or designI could understand.

 

Ben

[ZeroHour]

Ok, so i emailed Sky...guy is talking about running Dynamic Line Management on our line....

 

 

 

Think it will help with the stability @ZeroHour?

 

DLM may but it will reduce your sync speed I suspect. If they activate DLM it should tell you in MySKY on sky.com. Leave your router in the master socket and dont reboot it at all.

I would get a new router anyway if I was you as you will get better wifi and it is more stable then old ones. Ideally you want to get the new router then see how it goes leaving DLM as the backup option but it all depends if you can blag a freebie.

 

@stevehill06 I didnt realise sky now let you use your own kit, when did that happen? It used to be a TOS violation which in theory could get you booted of bb.