Not getting full services I paid for..Some Advice needed

funkychick786

Hi

So for the past 5 years or so Iv been with sky. Had no problem until this year.

During Sept/Oct time my broadband was playing up and after speaking to sky and trying to find out why my broadband wasn't coming through properly they said that I need to get a new modem and since my current one was out of warranty I will need to pay for it. Was really frustrated at this but I had no choice at this point as i needed the internet.

So the internet was fine for a while. Then came my tv problem - the signal was not coming through. Had several problems like this and last time I spoke to sky they said I need to fork out £65 for an engineer, which I refused to do so. But this problem got solved after I took the cables out and put it back in again.
However the same problem occurred again and I was back on the phone to them and I told them straight out that I will not be paying £65 for engineer before they even mentioned it. I told them I was paying on time promptly and I will be leaving them. The lady was very nice and and said she will waive the engineer fee.
So the engineer came and saw #i needed a new thing that was part of the dish.

A week later my internet problem started again. I was dropping in and out of wifi and my children couldn't get the school project done.
So back on the phone again and told them I want to cancel.
Surprisingly they agreed with me straight away so gave my cancellation date.


So my query is,
(1) I was paying for broadband and something made me decide to log into MySky and saw I was meant to get between 5-11Mb but I was always getting 4.xMb whenever I did a speed test. Therefore does this mean I was paying for broadband service that I wasn't getting?
(2) I had to pay for a modem that is no longer of use to me - What can I do about this?


Can someone please advice me on what I can do if anything

fleshandbone

I would suggest the problem was not the modem but the device you were using it with.
Broadband speed is not guaranteed, there are too many variables that could effect the speed you get , so you have no claim with sky over this.

neilmcl

As above, BB speed is an estimate and will depend on a number of factors. The fact that their estimate is between 5Mb & 11Mb and your speed test (which can't be fully relied upon) states 4+ Mbps is entirely reasonable, if it were down to 1 or 2 then you may have something to complain about.

If you're not bothered about Sky TV then move to another provider, or wait until you get another offer in from Sky over the next week or so.

funkychick786

Thankyou for replying.

Just curious because when I cant connect on the laptop I cant connect wifi on my mobile/tablet either.

DoaM

It's possible that the router's WiFi is using a channel that's very busy, so any device trying to connect could be conflicting with other networks using that channel.

The quick fix is to use inSSIDer (or similar) to check what WiFi channels are being used, which are busiest, then set your router to use a quiet channel. (Channels 1, 6 and 11 are usually best to use).

funkychick786

DoaM wrote: »

It's possible that the router's WiFi is using a channel that's very busy, so any device trying to connect could be conflicting with other networks using that channel.

The quick fix is to use inSSIDer (or similar) to check what WiFi channels are being used, which are busiest, then set your router to use a quiet channel. (Channels 1, 6 and 11 are usually best to use).

I am on channel 1 and the other wifis are on different channels.
Can you advice me more please? The internet through wifi today has been so frustrating,

neilmcl

The wifi signal can be greatly affected by the location of the router, for example is it next to a cordless phone unit, up against a wall, hidden away under a shelf somewhere. Also where are your devices in relation to the router?

Try connecting via ethernet and running a speed test to see what you get in comparison (try This one). If you're having issues with wifi in general then you may want to consider a wifi extender.

mije1983

As neilmcl says above, you need to do a wired speedtest rather than wireless to get your BB speed.

ISP speed estimates will be based on that and not a WiFi signal where there are so many variables it makes it out of their control. If you get 4Mb via WiFi then I'd say their estimate of 5Mb+ is probably correct.

me1234

I have the same problem - my Ethernet connection is at 20mbps, but the wifi stuggles to get to 3mbps. This has been going on for at least 6 months.


I have changed my router, bought a booster and changed the wireless channel numerous times, without any success at all. Watching football on the laptop is so frustrating as the connection keeps going.


Someone at Sky will be bearing the brunt of my frustration this evening!!!

fleshandbone

me1234 wrote: »

I have the same problem - my Ethernet connection is at 20mbps, but the wifi stuggles to get to 3mbps. This has been going on for at least 6 months.


I have changed my router, bought a booster and changed the wireless channel numerous times, without any success at all. Watching football on the laptop is so frustrating as the connection keeps going.


Someone at Sky will be bearing the brunt of my frustration this evening!!!

Is your router set to 5.2ghz?

neilmcl

me1234 wrote: »

I have the same problem - my Ethernet connection is at 20mbps, but the wifi stuggles to get to 3mbps. This has been going on for at least 6 months.


I have changed my router, bought a booster and changed the wireless channel numerous times, without any success at all. Watching football on the laptop is so frustrating as the connection keeps going.


Someone at Sky will be bearing the brunt of my frustration this evening!!!

Why, I don't see it being Sky's problem, unless it's a faulty router, if you can't get a good wifi signal in your house.