Sky broadband

sJoe

sJoe

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Nov 12, 2009
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Hi..Anyone out there had any experience of dealing with Sky and their after sales service..or lack of it..My Router packed up last Monday 8th..phoned Sky and was told the'd send another one straight away and it should be with me by Thurs or Fri..Nothing arrived..phoned again..after checking tracking ref..to be told it had been dispatched..BUT according to Royal Mail it was not even on their system and had not been sent..Sky said they'd look into it and get back to me..Still waiting...it's now been 10 days..and according to Royal Mail still not been dispatched..
Thinking of leaving Sky as far as Broadband and 'phone are concerned,,,anyone recommend another supplier who has a reliable after sales service..
 
they are all a much of a muchness I am afraid

from experience sky are one of the better ones generally so am surprised they are messing you about, tell them you are going to leave as you are not getting what you are paying for and its not your fault if the new router is 'missing', they should send another and compensate you

their issue is with royal mail and for them to sort out not for you to continue to have no service
 
Sounds like you need to get a bit more serious with SKY

Ask to speak to a supervisor, tell them that if a new Router is not with you in 48hrs you will cancel your business and talk to BT

You may also want to point out that they have a contract to provide you a service and the Router to achieve said service


Ask them for a refund for the time you have been offline and time wasted on tel etc
 
Last edited:
Their broadband has been incredibly slow the last week or 2.
 
GreiginFife said:
sJoe, PM me your details and I will be happy to get one of the managers to look in to this and resolve.
Click to expand...

Greig, how difficult is it to get a telephone number changed, various forums are awash with all sorts of nonsense regarding police crime numbers required etc.

I could really do with a change for a family member with the minimum of fuss
 
Valentino said:
Greig, how difficult is it to get a telephone number changed, various forums are awash with all sorts of nonsense regarding police crime numbers required etc.

I could really do with a change for a family member with the minimum of fuss
Click to expand...

Changing number isn't as easy as it used to be, thanks to BT Wholesale and the way that OFCOM and OTELO have allowed them to control the numbers greenfield (the pool of numbers that suppliers are allowed to allocate).
PM me your details and I will get someone to have a look and get this done for you.

On the speeds, on-net connections (Sky's own connections) are controlled automatically by a system called Dynamic Line Management. DLM runs on lines for the first 10-14 days and looks to set a profile (from a myriad of possible settings) and does not look at speed first, it looks at stability. Many users want more speed but won't accept instability, this is not something that the supplier controls as it's mainly don to line length and quality.
If attenuation, signal noise or packet loss spike on a line DLM will kick in and adjust to retain the stability. And the primary cause of most stability issues... you guessed it, speed. Too much being passed down a line that can't handle it is not a good thing.

But as before, I am happy to look in to issues for people and give recommendations on how to optimise the connection.
 
We haev not been experiencing poor boradband speed - we have cmopletely lost Sky broadband on Saturday evenings and Sunday mornings for the past 3 weeks - a theme i think

Not surprising really - just speedchecked and got 0.29 Mbps Downlaod and 0.35 Mbps Upload
and that's for enhanced (or whatever that mneas) broadband
Seriously i think we got better service and speed from aol dialup 10 years ago
I cant wait until fast boradband gets to the 3rd World that is Wokingham :(

PS Can Bobmac put an article up on how to upload swing sequences in black and white photographs - cant run Youtube here
 
sev112 said:
We haev not been experiencing poor boradband speed - we have cmopletely lost Sky broadband on Saturday evenings and Sunday mornings for the past 3 weeks - a theme i think

Not surprising really - just speedchecked and got 0.29 Mbps Downlaod and 0.35 Mbps Upload
and that's for enhanced (or whatever that mneas) broadband
Seriously i think we got better service and speed from aol dialup 10 years ago
I cant wait until fast boradband gets to the 3rd World that is Wokingham :(

PS Can Bobmac put an article up on how to upload swing sequences in black and white photographs - cant run Youtube here
Click to expand...

Slow speed and drop out are normally caused by config issues. Assuming you are not on the rebranded BT product (Connect) then your line config needs looked at. Have you contacted Sky to discuss and get the line checked?
If there is severe packet loss then line errors will build up, eventually this will cause the line to drop. The more you try to use it, the quicker and more frequent this will happen.
As I said on an earlier thread, I am more than happy to check lines if people want, I just need the landline number that the broadband is provisioned over.
 
GreiginFife said:
Slow speed and drop out are normally caused by config issues. Assuming you are not on the rebranded BT product (Connect) then your line config needs looked at. Have you contacted Sky to discuss and get the line checked?
If there is severe packet loss then line errors will build up, eventually this will cause the line to drop. The more you try to use it, the quicker and more frequent this will happen.
As I said on an earlier thread, I am more than happy to check lines if people want, I just need the landline number that the broadband is provisioned over.
Click to expand...
Utter rubbish. SKY are well known for throttling your sueage. Everyone complains aboit speeds of less than a gig either way. In my last property I was with Pipex for 5 years, had to call them once in that time over a CS issue, and never had drop out or slow speeds.

Changed to SKY after they kept pushing for my business, I was on the phone every month in the first year about appaling speed, and constant dropped service. Every time I was expected to go through the full script of checking my line, connection, router, PC when of course we all knew it was SKY's doing.

The worst broadband around bar none, and CS back-up takes us all for total idiots.
 
HughJars said:
Utter rubbish. SKY are well known for throttling your sueage. Everyone complains aboit speeds of less than a gig either way. In my last property I was with Pipex for 5 years, had to call them once in that time over a CS issue, and never had drop out or slow speeds.

Changed to SKY after they kept pushing for my business, I was on the phone every month in the first year about appaling speed, and constant dropped service. Every time I was expected to go through the full script of checking my line, connection, router, PC when of course we all knew it was SKY's doing.

The worst broadband around bar none, and CS back-up takes us all for total idiots.
Click to expand...

Actually you will find that outside of the IP Stream product Sky only traffic shape where a user is kicking the arse out of it. VCOPS and the regulators do check on companies you know.
You had a bad experience with them, I get it but that doesnt make them the worst around for everyone. 4 best in class accolades 3 years running for copper based LLU product. Must be terrible.
What would I know though, only worked in the industry for 15 years and dealt with thousands of slow speed cases the majority of which turn out to be line config issues. Line conditions dont always stay static.
I am sure you can give me insightful evidence to support your statement though.
 
Greig,

Does Sky fibre optic avoid the config issues? Would that give me a better connection and more stable?
 
Greig

I'm having problems accessing my emails through the sky webpage. I get directed to a google page now but when I enter my password it says it's the wrong password. I know my password is correct but it won't let me in. I can sign in to "My Sky" ok but just can't get into me emails, any suggestions ?
 
Gazp said:
Greig

I'm having problems accessing my emails through the sky webpage. I get directed to a google page now but when I enter my password it says it's the wrong password. I know my password is correct but it won't let me in. I can sign in to "My Sky" ok but just can't get into me emails, any suggestions ?
Click to expand...

There have been a few problems with Sky email and in particular the log-in page. The status page on Sky.com holds details around the problem and that it is being investigated. If you refer to www.sky.com/helpcentre/servicestatus this will give you a broad view of all of the services and their associated status. Where there are issues you can click through to get more info.

Hope that helps.
 
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