Communicating with Sky.

Robisere

I really hope there is a Sky representative reading this, but history of Sky complaints on the forum is not on my side.

I am trying to communicate a Broadband problem; wading trough all the calls and the Chatline is just swimming through treacle. I could make no sense of the automated calls procedure via 4 different numbers and the automated 'answers' were either irrelevant or sent me round in ever-decreasing circles. I attempted to access the Live Chat - " ..available 8:30 am to 9 pm, 7 days a week." No, it is not! I waited today with the chatline showing 'busy' on my screen, from 15:07 to 16:27. Yes, you read that right. 80 minutes. No other company would get away with fobbing off customers like that: is there only one operator?

I just want to ask why my Download speeds have dropped from a stable 13 Mbps, to a fluctuating 9 and 10 Mbps. At the speeds I get, a missing 3 to 4 Mbps is important. I cannot communicate this to Sky, they just do not seem to have the ability to do more than advise stock, automated answers on the website that do not face the problem and which advocate solutions I have already tried. So I would like to ask if others here have any other means of contacting Sky about this, before I write and post a snail mail letter to them.

Oakdene

Crikey 10Mbps, Id be well happy with that!!! Joys of living rurally I guess for me.

If you call thier support number & dont say anything when it says 'what is the reason for your call' or press any numbers if it says 'press 1 for support' you usually get put through to a human after a little while.

teddysmum

Oakdene wrote: »

Crikey 10Mbps, Id be well happy with that!!! Joys of living rurally I guess for me.

If you call thier support number & dont say anything when it says 'what is the reason for your call' or press any numbers if it says 'press 1 for support' you usually get put through to a human after a little while.

Me to. We are under a mile from our exchange yet get 5mbps if lucky. (Usually just over 4mbps).


Sky's call centres are in the UK, except in late evening/early morning and at very busy times,when you could get a person whose first language is not English.


If you call, ask for the tech department. One of their techs , who sorted me something very quickly, said there was a difference between 'proper' tech during office hours and general call centre helpers, who work from a script or guess.

Robisere

You both miss the point, which is a decline in service I had received for a long period, and was paying for. I also live in a rural area: a village which was 'lucky enough' to receive one of the first Rural Broadband Initiatives and have a "Superfast" (hollow laugh) cabinet. Unfortunately the cabinet is about 750 metres away from my house and the combination of underground cables/copper lines, goes up to the expensive homes in two hamlets, before emerging at the other end of the village. My first downlaod speeds were below 3 Mbps, which is a nonsense on FTTC, so I made a nuisance of myself, organised others and we got that changed.

I suggest that you try the same route yourselves: the fact is that no one gets anything done in this country unless you convince the specific target of your absolute determination to plague their lives until you get the service you are entitled to receive for the remuneration you pay.

I actually did use the "don't say anything" routine. I also called last night with similar results and I have asked to speak to Tech. No joy.