Sky Broadband Possibly misquoted!

ninanoonanarna

Hello,

I have recently moved house and we took all of our sky stuff with us. We were originally told this:

Sky Broadband Connect, which offers maximum download speeds of up to 8Mb and a 40GB monthly usage limit - perfect for everyday internet browsing and emailing. We estimate the download speed your line could support will be between 5.6Mbps and 8.0Mbps.

I was on the phone to sky last night as we currently aren't even getting a 1mbps download speed (Which stresses me out massively). When on the phone last night the man actually told me that we could only get around a 2mbps download speed in our area anyway. Needless to say we were never told this when we arranged to take our sky with us. We have now decided that we don't want Sky Broadband and want to move to BT (our area is BT enabled anyway). Our phone line was only connected last week so I think we are within our cooling off period.

Does anyone know what what my rights are? Can I ring them and just cancel my phone line and internet as I'm not happy with it?

Cheers

somethingcorporate

What does your contract say?

sweep9

Sounds odd, but you do realise that SKY Connect is a BT service and you'll end up with the same??

bod1467

Be careful ... if you used their home-mover service then you'll have engaged in a new contract and may be liable to exit fees. In such circumstances (I believe) the cooling off period does not apply.

http://www.siteguru.co.uk/be/ADSL2PlusForDummies.pdf might be worth a read.

ninanoonanarna

I don't think I have a contract, I've been with them for nearly 3 years and have moved 3 times :S

ninanoonanarna

Thanks bod1467. Does that also count if they have quoted you one thing but can't provide it? We were at no point told that we would only get 2mbps until last night. We only agreed to keep sky broadband because we were quoted between 5.6mbps and 8mbps. I actually rung up to cancel but they managed to talk me out of it

bod1467

Check your paperwork/emails very carefully - I suspect you'll find you ARE in a contract, as they will have incurred costs in moving the service.

sweep9

Have you checked that ALL items plugged into the phone line have a broadband filter? (eg. DECT phone, Sky box etc)

Also, give your line the 10 days for the BT system to get the best signal possible as it will keep adjusting itself until it does. Do NOT turn off the Sky supplied router!!

bap98189

Why do you want to move to BT? If the bandwidth limit in your area is only 2Mb/s then you won't get a quicker service from them either. The limit is due to either the exchange or the distance you are from it.

Where we live, we are about 1.5 miles form the exchange and the best we can get is about 1Mb/s on a good day. There is no provider can provide a faster service as they all send the data down the same copper wires.

bris

As it's a service the cooling off period stops when the service starts, it sounds like you have started the service.
If you were told you could get between 5.6 and 8 then the service was sold on this basis, if you can't get that then it could very well be their fault. You will need some proof that you were told this though, because if they deny it then it's your word against theirs, so you may need to get the original recording from them proving they made a promise they can't keep.

Like others have said though, there is no way you will get any better speeds if you are too far away from the exchange, a crux I also have to bare.

Scarpacci

This might sound like a stupid question, so please don't be offended by me asking: When you got the quote for the "5.6mbps to 8.0mbps", were you definitely checking on your new house and not your old one? Did you check by landline (phone number/post code) or by address? If you checked by phone number, did you take your old phone number with you? This assumes you were doing the speed check yourself, and not Sky customer services. It's fairly unusual for estimates to be this wrong.

As others have said, there's very little point in changing broadband supplier when they will all be limited by the technical capabilities of your telephone line. Until fibre reaches your area, there's not much chance of improvement.