Sky Broadband - Help

Curr946

Ok since moving in November my Sky broadband has not provided me with speeds of more than 0.45Mbps, and it is always dropping out meaning I repeatedly loss posts on forums etc I'm having to copy and paste for fear of a drop out. Kids cant use cebbies etc... basically is rubbish and worthless.

I have had BT out twice, nothing wrong with the line etc so I am now trying to cancel, Im just off the phone with them again only to be told that if its not the line, then it must be the exchange... this guy will phone BT and "tell" them to go and replace "some broad" in my exchange and call me back. Eh yeah ok pal.

I have resorted to taking out a rolling month by month internet contract with three and now getting 6mbps without issue. I got 9 at one point.

What are my rights here with Sky, they are £17 a month for less than 0.5mbps that always drops out. They have had nearly 2 months to resolve this issue, and now that i have asked to cancel they are again trying to stall me...

Fed up :mad:

I know mobile broadband is not normally a great substitute for home broadband.. but im my case its 10 times faster and 100 times more stable.

spike7451

Unfortunatly,it looks like you are on the dreaded 'Off-Net' broadband service which is basically a re-sold BT product.In other words,Sky don't have any LLU presence in your exchange,so are relying on BT to provide you with broadband.
It is a woeful product (I used to work for Sky Bband in their Tier2 & merged Tier3 dept & we had far more Off Net fault tickets than On Net (LLU)
They are a pain to fix as you are relying on BT for everything,unlike LLU where we could log into the exchange & alter settings ext.
You could argue that you were signed up to a product that is unusable but Sky class anything above 128mb/s as broadband.

Curr946

anything above 128mbps is classed as broadband.... :eek:

Looking like i am going to have to pay per month for a service I'm unable to use. For now i will continue to use my mobile broadband. I just done a speed test and got 6.45... silly that i can get that through fress air but not down my fixed line...

slipthru

I would try and get out of the contract with sky free of charge as they are not providing you with a decent service.

Sky_eService_Team

Hi Curr946

Sorry to hear that you are having issues with your Sky Broadband, Can you try troubleshooting for slow broadband speeds available on the sky help page to see if it helps.

Sky.com - help & support -Broadband then slow speeds

Hope this helps

macman

Curr946 wrote: »

Ok since moving in November my Sky broadband has not provided me with speeds of more than 0.45Mbps, and it is always dropping out meaning I repeatedly loss posts on forums etc I'm having to copy and paste for fear of a drop out. Kids cant use cebbies etc... basically is rubbish and worthless.

I have had BT out twice, nothing wrong with the line etc so I am now trying to cancel, Im just off the phone with them again only to be told that if its not the line, then it must be the exchange... this guy will phone BT and "tell" them to go and replace "some broad" in my exchange and call me back. Eh yeah ok pal.

I have resorted to taking out a rolling month by month internet contract with three and now getting 6mbps without issue. I got 9 at one point.

What are my rights here with Sky, they are £17 a month for less than 0.5mbps that always drops out. They have had nearly 2 months to resolve this issue, and now that i have asked to cancel they are again trying to stall me...

Fed up :mad:

I know mobile broadband is not normally a great substitute for home broadband.. but im my case its 10 times faster and 100 times more stable.

It could equally be your internal wiring, ethernet cable, extension sockets, filters, wireless channel set up, router set up, etc-none of which is Sky's responsibility. You need to do the basic tests before involving your ISP-have you tested from the BT test socket behind the master socket split faceplate? If not, retest from there using ethernet and post your router stats.
With drop outs, I would first check your filters and swap them out for known good ones. Is every active extension filtered (including Sky boxes)?
Does your line actually support more than 0.45Mbps? If not, there's nothing Sky or anyone else can do about that.

Niv

Try changing your filters. It fixed an issue I had that on the face of it sounds similar to yours. I would be inclined to unplug all phones and just plug in the BB (with a known good / new filter) and see what you get.

Niv

spike7451

Sky_eService_Team wrote: »

Hi Curr946

Sorry to hear that you are having issues with your Sky Broadband, Can you try troubleshooting for slow broadband speeds available on the sky help page to see if it helps.

Sky.com - help & support -Broadband then slow speeds

Hope this helps

Chances are the OP has already done this when he called Tier1 to report the fault,which would have to be done before a work ticket was raised to BT.

penrhyn

Sky_eService_Team wrote: »

Hi Curr946

Sorry to hear that you are having issues with your Sky Broadband, Can you try troubleshooting for slow broadband speeds available on the sky help page to see if it helps.

Sky.com - help & support -Broadband then slow speeds

Hope this helps

Are you posting on behalf of Sky? If so then I believe you need authorisation from the site.
PS I've had the odd query sorted by
@SkyHelpTeam on Twitter.

Curr946

Sky_eService_Team wrote: »

Hi Curr946

Sorry to hear that you are having issues with your Sky Broadband, Can you try troubleshooting for slow broadband speeds available on the sky help page to see if it helps.

Sky.com - help & support -Broadband then slow speeds

Hope this helps

ha ha ok, not wishing to be rude but dont you think ive done that.. I mean ive done stating that ive had BT out twice...

Curr946

Niv wrote: »

Try changing your filters. It fixed an issue I had that on the face of it sounds similar to yours. I would be inclined to unplug all phones and just plug in the BB (with a known good / new filter) and see what you get.

Niv

Yeah BT installed a new micro face place etc when they were last out. No better. Also, Im still connected to the mater socket etc rulling out internal wires.