Sky Broadband Issues

scwba06

scwba06

scwba06

Associate
Joined
5 May 2012
Posts
878
Weve been with sky for some 6 months without any issues. Suddenly last Friday the connection began intermittently cutting out, I test all connections, turn router on and off, no joy. So I call sky - a £5 phone call, they say yes there appears to be a problem, asks if we've changed anything - no not since install, plug in test socket no change. So we're sent a micro filter. Fit the new micro filter and the connection actually gets worse, cutting out every 10 seconds. I call sky - an £8 call this time. They say keep at it, change to a stronger channel next step is change the router and then they would consider changing the router. Then they would consider calling an engineer which would cost us at least £60. Surprise surprise changing the channel didn't make 1 iota of difference.

Having been with virgin for years I cannot believe how poor this customer service has been, virgin just send an engineer out at no extra cost and the matter is dealt with promptly.

I told both sky representatives that local builders told us a nearby BT box was flooded in the recent bad weather and that they had drained it. Both ignored this information.

This has cost us £40 in phone calls and monthly DD so far and we haven't had Internet for 2 weeks. Anyone have any ideas that would prevent another £8 phone call to sky? Or recommend a more helpful/ cost effective ISP? virgin are more expensive than sky
 
You could look into the major providers around your area. Are you eligible to purchase BT Infinity within your area? I'm on Virgin and I'd give them a serious and I mean very serious thumbs down; they're constantly using useless equipment and not managing the network correctly resulting in disconnections. Also Virgin's technical support is horrendous. Constantly being tossed back and forth by the team. I doubt you'll want to change to Virgin. Look into doing research or stay by with Sky until the broadband comes back to its original state.
 
BuZ said:
You could look into the major providers around your area. Are you eligible to purchase BT Infinity within your area? I'm on Virgin and I'd give them a serious and I mean very serious thumbs down; they're constantly using useless equipment and not managing the network correctly resulting in disconnections. Also Virgin's technical support is horrendous. Constantly being tossed back and forth by the team. I doubt you'll want to change to Virgin. Look into doing research or stay by with Sky until the broadband comes back to its original state.
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My mums ISP is Virgin and they send an engineer straight out free of charge if ever there is a problem, might be because she is a VIP package subscriber though. I think we can go with BT. I am absolutely appalled at sky's customer service, their call charges are extortionate and they try to fob you off with **** advice that won't make 1 iota of difference to your connection. We've had 'broadband' internet that is equivalent to being on dial up for a week and a half now and they don't seem to care at all so long as they get their monthly direct debits
 
scwba06 said:
My mums ISP is Virgin and they send an engineer straight out free of charge if ever there is a problem, might be because she is a VIP package subscriber though. I think we can go with BT. I am absolutely appalled at sky's customer service, their call charges are extortionate and they try to fob you off with **** advice that won't make 1 iota of difference to your connection. We've had 'broadband' internet that is equivalent to being on dial up for a week and a half now and they don't seem to care at all so long as they get their monthly direct debits
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Very, I strongly agree with you in most cases. I've been treated the same with Virgin's technical support. One time I was on the phone for 1 and a half hour(s) trying to get myself help.
 
well you cant have internet with no landline? how much do you pay sky for your internet? you have to be paying BT and a further £10 sky. The best service you will get is if you go svbn with them an all your calls a free to them and they can help more with your line on full llu.

The cost is also cheaper 12.25 for line rental opposed to bt at 13.50 and your bb will cost you 7.50.
 
tipsy said:
well you cant have internet with no landline? how much do you pay sky for your internet? you have to be paying BT and a further £10 sky. The best service you will get is if you go svbn with them an all your calls a free to them and they can help more with your line on full llu.

The cost is also cheaper 12.25 for line rental opposed to bt at 13.50 and your bb will cost you 7.50.
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Yes we have established that I have a sky broadband connection and therefore a BT telephone line but that I don't have a landline telephone. The last sentence of your first paragraph didn't make sense
 
I dont think you appear to be getting what all of are saying here! you have a landline ie a line that runs to your house and you plug your telephone into supplied by BT. Now to solve the easiest of issues here your line has a fault & if sky are not listening to you (sky not at fault here btw) your local green cab box has flooded.

The lines are owned by BT(open reach) and so is teh green flooded cabinet, everyone here has tried to help with issues but its like going around in circles either with yourself repeating yourself or saying sky dont listen, I think they have tried their best TBH so log your issue with BT as a voice problem.

If you decide to go with sky for your broadband aswell as voice (pay sky for line rental instead of bt & pay for BB)

Line rental to BT £13.50
Line rental to Sky £12.25

Your cost of your broadband will drop to £7.50 thus making your outgoing payment to sky £19.75. Sky will manage your line like bt does and will sort out any faults a lot better. If your not willing to change over do as I have already stated log a voice fault with bt and say its happened since the floods, you will not be charged for an engineer if you state its intermittent & dont mention broadband. They may place you on a new line to teh exchange if there is one spare but I think the green box will be the issue.

I cant suggest or help anymore as I think most of us have stated what needs to be done.
 
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tipsy said:
I dont think you appear to be getting what all of are saying here! you have a landline ie a line that runs to your house and you plug your telephone into supplied by BT. Now to solve the easiest of issues here your line has a fault & if sky are not listening to you (sky not at fault here btw) your local green cab box has flooded.

The lines are owned by BT(open reach) and so is teh green flooded cabinet, everyone here has tried to help with issues but its like going around in circles either with yourself repeating yourself or saying sky dont listen, I think they have tried their best TBH so log your issue with BT as a voice problem.

If you decide to go with sky for your broadband aswell as voice (pay sky for line rental instead of bt & pay for BB)

Line rental to BT £13.50
Line rental to Sky £12.25

Your cost of your broadband will drop to £7.50 thus making your outgoing payment to sky £19.75. Sky will manage your line like bt does and will sort out any faults a lot better. If your not willing to change over do as I have already stated log a voice fault with bt and say its happened since the floods, you will not be charged for an engineer if you state its intermittent & dont mention broadband. They may place you on a new line to teh exchange if there is one spare but I think the green box will be the issue.

I cant suggest or help anymore as I think most of us have stated what needs to be done.
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Thank you for the summary. No I think a lot of people misunderstood what I said. Yes I do have a BT Openreach landline which is connected to my sky router. I do not have a telephone connected to the same line and I do not have a call plan with sky or BT for that matter.

Thanks or the rest of the advice, I will definatly look into it
 
I do think you have a voice fault which will inturn cause your issues, shame you dont have a phone. You will although have a telephone number so if you get a chance to test teh phone get someone to ring your phone and you listen or simply dial 17070 and do a quiet line test, borrow a phone. I know you say you have no call plan & this means your just on a standard BT package so you wouyld be charged for calls. Please give that a test to see where you go and this will also help you with regards to a noise issue.

I think you have also misunderstood us aswell but I do hope it resolves itself.

Kev
 
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