sky broadband problems

trinidoug

Hi,

I have had Sky broadband for the past 3 months, the disconnections have now become unbearable. Everyday the connection drops and I cannot reconnect.
I have spoken to Sky several times and mostly they come across as not knowing what is going on, blaming the exchange (Burnham, Berks.) being down but never knowing why or for how long. Each time I have to re-explain to someone else and the frustration builds (have to call the 0870 number as the "say no to 0870" is no longer available)
I am logging the cut offs now and will tell them to refund for the days I've been off if this is ever resolved or I switch provider, their latest "will run some tests and call back within 2 days" will decide.
Anybody been through this ?

boyofdarovers

Had Sky Broadband for a month and been able to get online for about 5 days during this period. The customer service is worse than poor. Finally got through to their tier 3 support after many repetetive explanations to staff (from call centre many miles away!!!) They suggested a replacement router. After some pain this is now working, but the speed is like dial up!!! Internet speed tests have revealed it's working at 128Kps. I'm paying for the Max service which is supposed to be 16Mbps. I've done a bit of research and it appears my BT connection only supports 7Mbps at best...however i am none the wiser why the performance is so poor. Think I'm going to admit defeat and go back to Tiscali!!!

Ramz_3

It seems that i'm the only happy customer with Sky.

pipmoss

Hi guys you will find lots of info about Sky broadband here https://www.skyuser.co.uk

shamhat

Hi
I do not have sky broadband but did have to call sky on 0870 Number to try and get their engineer to return to rectify a bodged installation. Just like you,made countless phone calls and each time got fobbed off after having waited on the phone for upto 45 minuted at a time. In the end, as the installation was a hazard, paid an independant installer to rectify the job. I am well out of pocket and have told all friends and family to steer clear of SKy and their so called excellent deals that end up costing a fortune in the end! Really poor service!

Susie81_2

Hi,

I'm also having problems with Sky Broadband and their call centre. And was hoping that someone might be able to help me.

We've been connected to Sky Broadband since April but cannot get our desktop to connect to the internet either via the yellow ethernet cable or by wireless with a Belkin Net adaptor.

We've rang the call centre on numerous occasions where they just take us through the same procedures each time till they come to the end of their troubleshooting and don't know what to do. They are just reading off a script I suppose.

We're on our second router - although they did try to send us out a third as well! They've tried telling me it is the fault of the wireless adaptor and hence I need to move my pc downstairs so I can ring them again (for at least the fifth time) so they can try again with the yellow cable! Tried telling him it wouldn't make any difference as already been through it with them at an earlier date - but do they listen! Also, someone was meant to ring us back a few weeks ago but never did!

My partner has been dealing with it all so far but has had enough hence it's my turn. I've tried looking at the skyuser site but I don't understand the threads that I've looked at so haven't found it that helpful.

The strange thing is my work laptop works perfectly fine connecting wirelessly so it must be something to do with the computer settings. I would use my work laptop only for the internet but there's restrictions on it so I can't download anything.

Sorry for the big rant!

Can anyone help me? - Please!!

MercilessKiller

May i recommend flashing the firmware on the sky router though not officially supported.

By putting on the new netgear firmware instead of the sky firmware, i found all my dropping stopped completely! In fact its a known bug which is fixed in the recent netgear firmware.

There are instrucitons on skyuser.co.uk somewhere around, but you basically download recovery utility, download new firmware (in same directory)..

Use a paperclip to reset router, and while paperclip is in unplug and plug in router, then run recovery utility to put new firmware on.

Username and pass will be kept throughout all that too

MrsPhillips_2

My hubby has just been and checked his speed as he plays a lot of online games and we were getting the same...dial up speeds. I was told by Sky that our exchange could handle the 16 Mbps BB but the BB speed test said that for our area the maximum was 6! Someone telling porkies???

Agree that their CS is appalling, if it ain't in their manual they don't have a clue.

MercilessKiller

Your exchange can handle 16mbps but your actual line can only handle 6mbps...

No ones lieing but there's lots of confusion between what's what.

MrsPhillips_2

Economical with the truth then? We're still only getting 1.6 Mbps. I told him we didn't really need 16Mpbs as we had been using 8 quite comfortably and only went with the 16Mbps option cos the others were capped.

MercilessKiller

Errr its a good one whether its economical truth or not.. I can only speak from personal experience as you can understand..

I knew well before I got Sky that my exchange could do 16mbps ADSL MAX, but also did line tests knowing I cant get more than 4mbps.

I only received 2mbps at first.. after messing around with internal wiring I got this up to 3.7mbps which is absolutely fine for me

May I suggest looking at the current sky thread circling in the techie forum with instructions on how to remove a wire from the phone socket which increases speeds

I was very scared at doing it for obvious reasons, but its so easy and straight forward and worked surprisingly lol!