Problems with broadband at exchange

[MDigweed]

Ok firstly I'm not on IDNET - yet..

I was with Zen - no problems, no hassles - not the best speed but generally ok. Stupidly my partner said she saw Sky offer a package (TV, phone and internet) so we went for it... Big mistake. In theory Sky have put me on LLU last week...the problem is that broadband doesnt work at all. And if I connect a internet cable to a microfilter I lose my phone line.

Ive been through all the usual checks (BT tested the line; Ive used the test socket; Ive used different microfilters, cables, a different PC, playing with IP addresses, TCP/IP settings and spent many hours with Sky trying to fix it.) They say, its been fixed at the exchange by BT Wholesale. But it still doesnt work. Sky have agreed to cancel my contract as it seems I'm not worth the hassle...And BT Wholesale won't talk to me.

So where is the problem? What else can I do? I want to transfer to IDNET but as my current set up doesnt work will moving fix it or will I still be stuck?

Thanks

Martin

[Rik]

Hi Martin

Welcome to the forum.

It's difficult to know what might have gone wrong, but I do sympathise with you - dealing with Sky is never a fun thing in my experience. From what you say, the likelihood is that there's something badly wrong at the exchange. Did you have a working connection before the move to LLU?

If you move to IDNet, I would hope that the work that would have to be done at the exchange to transfer your line would, in the process, resolve any issues. Can you get a MAC key from Sky? That would be the cheapest way to proceed as migrations, even from LLU, are free. (That said, are you fully unbundled if BT are testing the line?)

[MDigweed]

Firstly I had a consistently good service with my previous provider. No drop out, 100% service but not the fastest (average 3.8mb).

I can get a Mac code and have already asked for one - amazing my last provider sent it by email within 24 hours, but Sky take from 5 days if not more.... My g/f has a paper to write for uni and needs the net so days count for us.

BT have tested the line more than once (or so they tell me) and so have Sky. Is it that the unbundling hasnt been done properly? I thought the phone and broadband were seperate?

Martin

[Rik]

Firstly I had a consistently good service with my previous provider. No drop out, 100% service but not the fastest (average 3.8mb).

Still faster than mine. OK, that at least establishes that your internal wiring is not likely to be the problem.

I can get a Mac code and have already asked for one - amazing my last provider sent it by email within 24 hours, but Sky take from 5 days if not more.... My g/f has a paper to write for uni and needs the net so days count for us.

Sky have to give you a MAC within 5 days of your request under Ofcom rules. It might help if you mention Ofcom to them. Your problem, as I see it, is that until they remove their tags from the line, you can't sign up with anyone else. It should be quicker to get the MAC than to cease and re-provide, but you are still looking at 8 working days or more.

BT have tested the line more than once (or so they tell me) and so have Sky. Is it that the unbundling hasnt been done properly? I thought the phone and broadband were seperate?

The services are separate, but related. Check your exchange at SamKnows and see what it has to say. I get the impression if both BT and Sky are testing the line that the problem is in the exchange, and they can't decide where - but then I'm a cyncic. Who do you pay your line rental to?

[MDigweed]

Line rental is with BT

Sky are on LLU for the past month at my exchange (BELSTEAD).

[Rik]

If you're paying BT for the line, the service should be standard IPStream, with BT responsible for the line. That would make migration a bit easier, no downtime for example. Hopefully, migrating would solve the problem, but your best bet would be to have a word with IDNet when ordering (rather than do it online) and they can look at addressing your problems, either during the migration or once they are responsible for the service.