Sky Broadband

Curr946

Ok, to cut a long story short, I wanted to leave talk talk 6 months ago and called sky to ask about their packages. I was sold an 8mbps connection but after everything was installed i was only getting 0.8 to 2.0 during peak times. I made a complaint and after writing two letters, sending countless emails and making countless calls i was offer the chance to leave or have 12 month half price services. As the only alternative was back to talk talk or BT, (who sky use to supply me, so wouldn't be any better) I agree to take the 12 months half price service.

Well after 6 months the discount has dropped of and sky are having none of it, saying the offer was only for 6 months are are not willing / able to extend this. Where do i stand? :mad:

penrhyn

Connect or LLU?
Care to post your router statistics?
http://www.skyuser.co.uk/tutorials/how_to_use_the_skyuser_router_stats_tool.html

Since you mention 8Mbps I assume its Sky Connect which is pretty awful at the best of times being a resold BT product.
Have you checked if their are any LLU operators at your exchange?
You can use Samknows exchange search.

Curr946

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 143177 170017 0 289 1602 20:25:06
LAN 203372 165536 0 2482 377 22:42:11
WLAN 7354 3315 0 27 9 20:01:04
ADSL Link Downstream Upstream
Connection Speed 8128 kbps 448 kbps
Line Attenuation 20.0db 13.0db
Noise Margin 7.4db 25.0db

Yeah its connect, and the old LLU in my area is talktalk. Hence why decided to take the discount. I'm more annoyed that i'm no longer getting the discount. I know its catch 22, rubbish customer services from talk talk, or rubbish customer services form sky. But, at least sky understand me when i speak to them :rotfl:

macman

You weren't sold an 8MBps service, you were sold an up to 8MBps service. If around 2MBps is alll your line can support, then that's all you will get, and no ISP (Sky or any other) can change that.

steveE2

Shame you cannot get LLU that would be quite a good line,presumably the exchange is not adsl2+ either?

penrhyn

You are getting an 8mbps connection, problems with download speed etc are due to throttling/contention ratio issues with the BT product.
There maybe some advise on https://www.skyuser.co.uk

Curr946

macman wrote: »

You weren't sold an 8MBps service, you were sold an up to 8MBps service. If around 2MBps is alll your line can support, then that's all you will get, and no ISP (Sky or any other) can change that.

I do get 8MBps... when im at work, the service is capped from 5pm to 12am to 2MBps, i was never told this and not what i was used to with talktalk. So i'm paying £17 a month for broadband capped when im at home, V talktalk at only £6.99. Sky talked me into it without giving me all the facts. I also had to change my phone number etc etc.

The issue is now, i am again not getting what was agreed. (ie after agreeing not to leave, and accpet the slow speed in return for half price service)

Clearly didnt read the whole post...

Blackjack_Davy

You are on Connect. 'Nuff said. It's rubbish. Complain to Sky that you're not getting the service you paid for and with any luck they'll release from the contract and you can look elsewhere.

hollieinbloom

ive had a terrible experience with sky.
we switched from virgin taking them 8 weeks to get us sorted......
and it was due to someone "forgetting to connect us" then there was a problem with the router... ugh!!
anyway.....

we get TERRIBLE internet speed. one of the phone operators told us "we've tested you line and you will get 10-12 MBps.
yeah right!!!

and...to top it all off, all sky were willing to do for all the hassle they caused us from day one, was £5 off our bill for one month..

the cheek of it!

duchy

Write in and ask them to listen in to the call where you were promised 12 months half price rental. All calls are recorded and kept-an approximate date of the call and anything you can remember about the agent who made the offer (male/female-regional accent) should help them pinpoint which of your calls it was. If you call in to try and sort it again-ask if a General Enquiry was opened -and if they say no-tell them you'd like them to open one for you to ensure your disatisfaction is tracked.

Mark_In_Hampshire

Curr946 wrote: »

As the only alternative was back to talk talk or BT, (who sky use to supply me, so wouldn't be any better)

Not correct. You can choose any ISP.

Some ISPs use different backhaul - for instance, in a Sky LLU area, you're connected to Sky's equipment. In an O2/BE LLU area you're connected to BE equipment. So the route is different and the actual throughput (not the sync rate) can be different too, as there's the possibility of more bandwidth being available; BE have a good reputation in this respect (but I guess you can't get that)

If it's BT Wholesale (which Sky Connect is, along with most other ISPs) then the throughput depends in part on how much bandwidth the ISP buys from BT Wholesale. If they don't buy enough (and O2, Virgin National and Sky are all in this category) then the throughput is poor.

However on the identical kit, a Zen, IDNET or AAISP connection has the potential to perform very much better as they do tend to buy enough bandwidth.

There's one situation which can bring them all down on the Wholesale platform which is when there isn't enough bandwidth on the platform itself to go round (oversold at an exchange level) which can impact them all.