Sky - major issues and lack of resolution

vikkimcd

Our main computer is connected via ethernet. This did not work either. 
I really have been through everything they could throw at us. We had the Sky engineer, wifi engineer, and Openreach. And none of them could explain it. I asked to change routers some time ago, but the were insistent on waiting for engineers to come out. They wouldn't listen to me really. I would really just like to know if it worth me taking this further or not. It has been a year and a half of nightmare. £80.00 does not seem to match the stress and inconvenience.

vikkimcd

Thank you for your help, but I intend to pursue this further. Having read the Code of Conduct I can see several areas where Sky have been lacking, in addition to experiencing total loss of signal for a considerable period of time.

iniltous

Can you post your results from this wholesale checker , you will have to use your address as a Sky number won’t re recognised on a BTw system, this should show if the change to FTTC ( fibre to the cab ) was worthwhile , as you say the ‘upgrade’ has made no difference to the speeds you get.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Compensation is quite a contentious issue ,so it’s important to be clear on as much detail as possible, but personally I tend to think anyone relying  a connection to do their work / business then they shouldn’t rely on domestic grade connections, although with lockdown etc, many had no choice but they should also be realistic when trying to WFH, 
 If the problem was your WiFi (within the home) then that’s nothing for Openreach to worry about, if your router was not connecting, then obviously WiFi is out also, but that could be Openreach network or the (Sky) router , that’s where things get a little confusing, as you say the WiFi booster has improved things ( suggesting it was always WiFi issue ) but also state that the PC wired to the router with a cable was affected ( suggesting the router not connected, so not WiFi related )
Is the amount of compensation offered appropriate is difficult to judge,  how much would you accept as a reasonable offer ?

milgo

I agree with the above poster @iniltous

You appear to have had (are having) 2 separate issues with your internet connection...

a) WiFi.. that will affect devices in your home that connect wirelessly to the internet (you say that a booster has now fixed this)

b) Internet connection to your modem/router from Sky.  If/when this connection goes down then your WiFi devices will also not have any connection to the internet.  When this connection goes down your modem router will keep a record of this happening in its log that both you and sky will be able to see when it happened and for how long it was down.  You should also see one of the lights on the from of the modem/router change colour from green to red or orange whilst the connection is down.

Compensation!  Only you can decide exactly what you consider "fair" compensation for the problems that you have experienced. I would suggest giving this some serious thought before you approach Sky with the request.

I note that you said that you have paid £1,100 since February 2020.  That equates to approx. £61 per month.  That sounds like a very expensive cost for internet access when much cheaper deals are currently available.

Neil_Jones

The OP did mention about Sky Q and Multiroom, so that £61 is probably not internet on its own but probably includes some Sky TV package.

milgo

Good point! So any compensation claim would/should only relate to the internet portion of the 18 month/monthly cost?!

We'll need an update from the OP regarding this detail.