Sky Broadband

ZootHornRollo

i have just cancelled with sky as the service was awful.

at first i was promised up to 5meg connection. in reallity this was 2 meg. from day one we had problems with the connection droping constantly. they kept telling me it was because i was using wireless. so i rearranged everything so i could get route connected to my computer with the ethernet cable. exact same problems. i have been trying to get this fixed since connection in january.

we have two pcs linked up wirelessly and they both suffer drop outs at the same time - one is about 10ft from the router in another room, the other 15ft. connection times vary randomly between 10 seconds to anything up to 2 or 3 hours between dropouts.

they told me that the only way to get this solved would be to drop the connection speed to 1/2 meg. i said no way, was promised 5 and was accepting 2, agreed to drop to 1.5. problems still persisted and eventually convinced them to send a new router. this worked great for about 1 week then drop outs became more frequent than before.

this has gone on since january. countless calls to their 0870 helplines and each time you report a problem - even if it is the same one again - you need to go through their troubleshooting muppets so they can give you a ticket number to speak to someone who understands what you are saying and knows what they are doing. trouble shooting takes about 15 - 20 minutes each time.

any time i asked to speak to a supervisor i got told they were in an emergency meeting, so asked for a manager, they were in the meeting too.

after finally speaking to a supervisor, then a manager yesterday (unfortunatly this took a lot of shouting and swearing at the 'troubleshooter') i am now getting MAC code and i think i might just be going back to BT for a bit of reliability.

vetfred

Bit late now, but I've always used their freephone number which is often posted at saynoto0870.com otherwise I would have had to pay for about 12 hours of calls to sort out their incompetence. It took an e-mail to James Murdoch to wake them up and to get back the money they had overcharged us for several months. Their Customer Relations guy (the ones who step in when they think you'll probably leave) admitted they were poorly trained especially in sorting people out with their broadband.

If you have no problems with Sky, you'll probably think they're great (and our equipment works fine and the connection is good so can see that side of things)... it's just when there's an issue whether it be billing or packages, they don't seem to have much of a clue from my (quite lengthy) experiences with them.