SKY Woes...... UPDATE!

penrhyn

Fibre to the Cabinet. It means that they bring the optical connection nearer to you in a street cabinet. Thats what BT Infinity is, Sky fibre broadband uses the same kit.

visidigi

cootuk wrote: »

uswitch have a speed checker where you can also see other local user speeds

http://www.uswitch.com/broadband/speedtest/#speedTest

Go into the Broadband Street stats and enter your postcode to see what other local users get...you can almost trace main phone lines from the exchange.

Interesting idea, but completely flawed.

The results are populated by people who run tests. If I run on my wifi down in my lounge I get 26mb. If I test on the wired PC upstairs I get 50/51mb (I have a 50mb Virgin Media Cable Service)

So those results are completely distorted by the way in which a user connects to run the speed test.

macman

You can't just cancel your Sky contract without allowing them to try and correct the problem, unless you want to pay a huge ETC.
Unfortunately the speed is purely an estimate, not a guarantee.

MagicCats

macman wrote: »

You can't just cancel your Sky contract without allowing them to try and correct the problem, unless you want to pay a huge ETC.
Unfortunately the speed is purely an estimate, not a guarantee.

I'm not in contract anymore having been a customer for years. They certainly didn't tell me I'd be tied into a new contract if I used the home move service either.

macman

You are still in contract, as a home move service always involves a new minimum term contract, why else would they offer this service FOC?

penrhyn

Estate agents should start listing broadband availability in their property details, nothing to stop the potential purchaser asking of course.
Does seem a little unusual to me that the OP is in a cabled area whilst the exchange is a very long way away, maybe its me?

MagicCats

macman wrote: »

You are still in contract, as a home move service always involves a new minimum term contract, why else would they offer this service FOC?

Well they're on shaky ground as nothing tells you this on their site, and I wasn't told this on the telephone. I'm pretty sure calls are recorded as well.

*Edit* It s indeed in their conditions that you enter a new contract. Not happy at this as I did broach the subject with them first.

MagicCats

Well I rang SKY and they agree it's not right and are escalating it. An engineer will visit on Wednesday.

I enquired about upgrading to Fibre Unlimited to just cure the issue and was told I couldn't. Pretty bemused by this as through SKY's online checker it's available to me, and I also checked my neighbours property. BT Infinity is also available.

I think another call to the actual sales team is needed.

MagicCats

UPDATE:

I rang the upgrade team this morning who confirmed Fibre Unlimited is available in my area and home. Result. The sales chap explained the costs etc and asked why I was upgrading. I explained the problems I've been having and at that point he said he'd go off the line to see if he could waive the instal charge. What happened next is quite bizarre.

He came back and said if I upgrade to Movies and Sports and took a new second HD box for my multi-room he could waive the charge. To do this he added the movies and sports for one month only, but at half price. If I want to continue after this he's authorised the discount for six months.

He then charged my C/C with two amounts, £15 relating to the box, and £50 for the Fibre install. He then immediately refunded these two payments. So I wasn't physically charged anything today. From now on I'll pay an extra £12.50 for the Fibre Unlimited instead of just £7.50 for BB, so £20 in total. I'll also pay £14.50 for movies and sports which I can cancel anytime after the 16th of August.

Has anyone else seen SKY doing creative things like this? It seems too good to be true, but I checked everything twice and clearly asked and repeated back what I believed he'd done. I'm in a new 12 month contract for the Fibre which is fine as long as I get the speed.

duchy

Yes some agents will go above and beyond ..... others don't have the experience to. You got lucky with the upgrade in that you found someone who believes in customer service (we do exist ) and knew how to make it work. I do wish all agents were as pro-active.

Hope you filled out that customer satisfaction survey he sent you !

It's nice to get appreciation when you sort out a mess -even if it's just a thank you on the phone. <rant mode is on> I spent forty minutes sorting out a mess for a customer last night-I offered to call him back once I sorted it but he insisted on holding-the department he needed was closed but I found a way around that to get it sorted straight away rather than tell him to call back this morning -and then got an off-hand thank you and then a ten minute shouty rant about the previous agent. My shift was over and I sat there wondering why I had bothered "going the extra mile" <rant off>

Oh and fibre is FAB -I love every megabyte of my 40 meg (well 39.9 actually)