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    How long am I obliged to give Sky to fix my fibre?

    This is a discussion on How long am I obliged to give Sky to fix my fibre? within the Joining or leaving Sky forums, part of the Other Sky help and support category; Why not just ring up and ask to speak with the broadband team. Sounds as though you are just calling ...

    1. #11
      lettice's Avatar
      lettice is offline Sky User Member
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      Re: How long am I obliged to give Sky to fix my fibre?

      Why not just ring up and ask to speak with the broadband team. Sounds as though you are just calling the front end support.
      If you get the initial call menus that ask you to speak say 'broadband problems fibre', that will put you through to them.
      The broadband team were so brilliant when I rang them recently with a glitch from my router and rang back to check all was ok.


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    3. #12
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      merkin51 is offline Sky User Member
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      Re: How long am I obliged to give Sky to fix my fibre?

      Ok we have progress... I just called them back after work and it was definitely the broadband team for a start. Spoke to a very helpful chap who said he could see what the previous lady meant (the whole "5 customer" thing) but that she was just referring to the fact that BTO wouldn't normally send an engineer out until they have 5 customer faults reported at the exchange, unless they get a request from Sky (or whoever). Which has now happened, and it's a BTO engineer coming out to us on Thursday specifically to do whatever he needs to do to fix our broadband. So I think I've got there in the end, and hopefully Thursday we're back online. Next stage is to seek compensation in some form, at least for the 36 I've had to spent on BT wifi hotspot access :/

      I do think that they should have just booked an engineer during my first call last Friday, when looking back it was pretty clear that we had exhausted all options during the long phone call when I tried everything the chap suggested. I'm not sure what he thought would happen between then and today, I imagine they just try and buy time before they have to pay for a BTO callout, hoping that something magically fixes it before the customer calls back again to moan. On the plus side I found my calls have been answered instantly which is impressive, and everyone I've spoken has at least been very friendly.

    4. #13
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
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      Re: How long am I obliged to give Sky to fix my fibre?

      No one here would be able to comment as to why a BTO Engineer wasn't booked in the first place. This isn't very good for anyone.

      Sky normally resolve any compensation issues once the connection is fixed. This way all the necessary costs, etc. can be looked at as a whole and graded suitably.

      I would still be upset that the engineer wasn't available sooner though. In light of how long you've already waited someone should have prioritised it a little better for you.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

     

     
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