Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 2 12 LastLast
    Results 1 to 10 of 16

    Why won't they help me?!

    This is a discussion on Why won't they help me?! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, bit of a long story - sorry. My Sky Broadband (Connect) was activated on 16th September. Since then i've ...

    1. #1
      Sabrina's Avatar
      Sabrina is offline Sky User Member
      Exchange: Yeovil
      Broadband ISP: Connect
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Sep 2008
      Location
      Yeovil
      Posts
      11
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Why won't they help me?!

      Hi, bit of a long story - sorry.

      My Sky Broadband (Connect) was activated on 16th September. Since then i've had nothing but problems. I used to get 6.4mbps internet speeds with Orange (I can receive up to 8mbps) but since joining Sky I only get 1.8mbps maximum and in the evenings around 700kbps and its practically unusable.

      I phoned Sky shortly after the activation and they told me about the 10 day training period. So I thought it was all fine and it would sort itself out. It never did and I had the same slow speeds. I called Sky again and again and no one wanted to help. Eventually, when I mentioned that there could be a cap on it, they did a line test and found out there was indeed a cap and it would not go higher than 2mbps.

      They told me BT placed the cap on it and an engineer would be sent to m local exchange yesterday at the very latest. My internet would go down for 30 mins at the most, then i'd recieve a phone call asking if i'm happy about everything. I spent neary 2 hours on the phone to them waiting on hold. I finally thought it was sorted.

      As far as I was aware nothing had been done as wednesday came and went and its still slow at 1.8mbps. So I called Sky again. They said it's because i'm on a 10 day training period, even though i've been with them for almost a month. It turns out they have started the training period again but the cap is not removed. (Even though my internet never went off, I don't understand).

      They say its BT's fault, BT say its Skys fault. I am practically sat on top of my exchange, its all wired up correctly, master socket, no extentions etc. Now they say they can't do aything until the 10 days are up. Then they will restart is again yet they don't know what to do about this cap.

      Does anyone know what I can do? I'm so disappointed, paying for a service I can barely use.


    2. Advertisement
    3. #2
      PaulSky's Avatar
      PaulSky is offline Sky User Member
      Exchange:
      Broadband ISP: Max
      Router: Netgear V1 DG834GT
      Sky TV: Sky Basic
      Join Date
      Sep 2007
      Location
      Essex
      Posts
      4,202
      Thanks
      0
      Thanked 16 Times in 16 Posts

      Re: Why won't they help me?!

      Connect is BTs service, they control and configure the service provided to each router as far as I know. Sky will need to force BT to sort this by the look of it.

    4. #3
      Sabrina's Avatar
      Sabrina is offline Sky User Member
      Exchange: Yeovil
      Broadband ISP: Connect
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Sep 2008
      Location
      Yeovil
      Posts
      11
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Why won't they help me?!

      I called BT a few minutes ago, and spoke to the manager. He said they have nothing to do with it and and I should contact Sky. I tried to tell him that Sky said it's BT who put a cap on but he wouldn't have it and was quite abrupt and rude. I don't know what else to do now, I have 11 months left on this contract

    5. #4
      PaulSky's Avatar
      PaulSky is offline Sky User Member
      Exchange:
      Broadband ISP: Max
      Router: Netgear V1 DG834GT
      Sky TV: Sky Basic
      Join Date
      Sep 2007
      Location
      Essex
      Posts
      4,202
      Thanks
      0
      Thanked 16 Times in 16 Posts

      Re: Why won't they help me?!

      You have to contact Sky and get through to cst via troubleshooting for slow speed, they then push it to BT to sort out.

    6. #5
      krysis's Avatar
      krysis is offline Sky User Member
      Exchange: BT
      Broadband ISP: Not on Sky
      Router: Non Sky Router
      Sky TV: Other
      Join Date
      Sep 2008
      Location
      Belfast
      Posts
      301
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Why won't they help me?!

      Yep, If BT have you on a Cap or on the wrong connect package then Sky CST need to log a fault to BT for this to be sorted.

    7. #6
      googleme's Avatar
      googleme is offline Sky User Beta tester
      Exchange:
      Broadband ISP: Connect
      Router: Sagem F@ST 2504
      Sky TV: Sky+ HD
      Join Date
      May 2008
      Posts
      896
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Why won't they help me?!

      Could you post your router stats, see linky below.

    8. #7
      Sabrina's Avatar
      Sabrina is offline Sky User Member
      Exchange: Yeovil
      Broadband ISP: Connect
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Sep 2008
      Location
      Yeovil
      Posts
      11
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Why won't they help me?!

      Here are the router stats, hope i've got the right bit

      Modem
      ADSL Firmware Version 6.02.01.00
      Modem Status Connected
      DownStream Connection Speed 8128 kbps
      UpStream Connection Speed 448 kbps
      VPI 0
      VCI 38


      I received a call from Sky today and they're trying to sort it with BT. Although apparently BT said there's nothing wrong. They've done some more line tests and I should hear from them tomorrow. I do think Sky are trying to help now, but BT are the obstacle here.


    9. #8
      Stefmaister's Avatar
      Stefmaister is offline Sky User Member
      Exchange:
      Broadband ISP: Mid
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
      Join Date
      Oct 2008
      Posts
      6
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Why won't they help me?!

      Hi ,
      I have exactly the same problem except I lost adsl connection for now 3 weeks !!
      sky and BT are blaming each other both denying there is a fault on their side .
      The worst part is that they do not talk to each other ..... I have to call them

      I am speechless.. and desperate


      S.A.

    10. #9
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
      Exchange: LWWIL
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Now TV
      Join Date
      Apr 2007
      Location
      London
      Posts
      9,374
      Thanks
      3
      Thanked 122 Times in 121 Posts

      Re: Why won't they help me?!

      what have you done to remedy the situation from your end? perhaps posting a new thread with full details of what's been done (and not just Sky tech bashing) might throw some light on the issue...
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    11. #10
      man of steel11's Avatar
      man of steel11 is offline Sky User Member
      Exchange: stanley
      Broadband ISP: Max
      Router: Netgear V1 DG834GT
      Sky TV: Sky+ HD
      Join Date
      Aug 2007
      Location
      scouseland
      Posts
      27
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: Why won't they help me?!

      I rang sky today..i am new to all this ...and told them i had paid for there max package last july.....i ran 2 tests for my speed and found out i was only getting 7.1mbps...they left me hanging for half an hour while my phone decided to give up the ghost...while sitting watching my computer..i noticed my isp had gone from 7.1...to 16.3...I waited 10 mins..then hit the phone for a refund...or a brand new hd box..sssssh dont tell the wife,be patient..and most of all be nice to them...even though its hard sometimes ..it pays dividends.

     

     
    Page 1 of 2 12 LastLast

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION