Sky - are they capping?

[Isitme]

Tier 1 is Sky first line of support, who filter out problems before passing what they consider necessary on to the main support called CST. Hopefully one of the others will give you a pointer on what to say when you are told your line can't take any more. With a bit of luck you may even get to speak to them and they will sort you out.

[Togsie]

OK,

so what do I say to Tier 1 and how do I respond when they say that my line will only support .5mbs? And how do I respond if they wont escalate my query?

Regards
Togsie

[IWasNotTheEnemy]

all they need to check is the max attainable rate in swish (a tool used to see current line speed)...they should see it's a good 2-3Mbps over your current speed and put you through...if not, then you'll need to try again until you get someone with the common sense to see what's wrong...

[Togsie]

I cant even get them on the phone now, I tried the 08442 410515 no, option 3 then option 2 and then get cut off (twice). Anyone know of a direct number that I can use. arhhhh

[Isitme]

Try calling later, after 1030pm, you have more chance of getting a result. You might even get an agent that knows about the 'swish' tool and can even see past the end of their nose.

There is only one number for Sky BB support unfortunately.

[Togsie]

Hi,

after all of your help I thought I should post and let you know the outcome of my little problem.

I finally got the Tier 1 people to escalate my call to the CST. They said that they would call me within 24hrs, they actually called me after 10 mins and couldn't have been more helpful.

They confirmed that my line had been capped at .5mb, when I asked why he said that it had happened after a "bulk retraining exercise". Could this explain why others are having similar problems?

There was also a bit of a bonus because during the testing we discovered that I could actually get a 4mb connection at my master test socket.

So all's well that ends well. It seems that once you manage to get past the Tier1 mob and get to talk to the CST they are actually quite helpful.

Regards.
Togsie.

[Isitme]

CST are probably as good as any broadband support section, the problem is getting to them.

Post your stats now and lets have a look at them.

[saadjay]

yes they do cap

[PaulSky]

Sky only "Cap" if an issue is seen that is causing unstable internet connectivity, they don't so it for the sake of it.

[Smithy99]

Originally Posted by saadjay

yes they do cap

Not if you have a good line. Stop trolling.