Sky BB issues

sacha28

I moved into my new (rural) property in July and took my Sky package with me. Because I'm rural my BB is a bit restricted and I can't have the 'unlimited' but have to pay £17pm for their connect service.

Ever since my BB went live I have had issues, the BB just cuts out and the light on the router goes orange and I have to switch it off for 30 seconds then switch it back on again. I have to do this every 10 minutes or so when surfing the net which is frustrating at the very least.

I have spoken to Sky on a few occasions, the first was over an hour and, after alot of messing with taking this cable out, putting this cable in, pressing the re-set button, turning the router on/off again, the conclusion was 'it's just one of those things'. Quite annoying :mad:

Last time they sent out an engineer to see if there was a fault on the line (despite their checks on the line showing no fault) and he changed our box on the wall. He said he only did this so he could register a fault otherwise I would be hit with a rather large fee for having an engineer out with no fault, apparently this is normal practice.

I'm getting really fed up with the inconvenience of having to continually re-set my router yet, when I asked about refunding for a service they were barely providing, I was told they would only refund if my BB went off and didn't come back on again :mad::mad::mad::mad:

Does anyone have any advice on how I can get something out of Sky (I don't mean monetary, I mean how can I get them to sort it) I just want working BB or out of the contract as the service is appalling at best!!!

Sorry it's long, just wanted to provide as much info as possible.

LazyTyper

I would advise following their complaints route.

kwikbreaks

Sounds like you first need to optimise your internal wiring.

Have a read - http://www.kitz.co.uk/adsl/socket.htm

How is it connected now? Is your router on an extension? Any plug in extensions anywhere? Both are bad news.

Post up your line stats - http://www.kitz.co.uk/adsl/frogstats.php

matelodave

I had a similar situation when I moved house to the back-of-beyond. The SKY broadband was extremely slow and erratic and kept dropping sync. I also had a crossed line on the phone - something the SKY "helpdesk" couldn't understand until the offending subscriber came on line and was rather abusive while I was actually speaking to SKY at the time.
This rather surprised the SKY bloke and did end up with me getting a BT engineer out to check the whole connection from house to the exchange - as far as I know it was rewired onto a different pair back to the exchange and I got a new drop cable. The problem was resolved and my speed increased a bit. I suspect it was water in a joint somewhere (there are a lot between us and the exchange 5-6km away)
I'm now with TalkTalk and the speeds are even better than SKY and the TT router is more stable as well - we still only get just under 2mbit/s though.