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    Sky Technical help

    This is a discussion on Sky Technical help within the Sky Broadband help forums, part of the Sky Broadband help and support category; I am wondering how many are in the same situation as me. The main problem I have with my BB ...

    1. #1
      deff's Avatar
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      Sky Technical help

      I am wondering how many are in the same situation as me. The main problem I have with my BB ( and it is a major one for me) is that when ever I use the phone (make or recieve a call, I lose internet connection.

      I have had serveral routers from SKY and 3 Home visits from BT. So far this problem has not benn resolved and I have lost the will to call SKY. I get the same useless questions from the first and assurances from the customer solutions team that they have fixed the problem.

      Has anyone had the same ans how was this fixed. I don't think that SKY has a clue at the moment

      Deff


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    3. #2
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      Re: Sky Technical help

      When i had that problem, we got BT to come out because we had noise on the line as well, he said he changed the tie pairs i think he said at the junction box in the street and after that the problem went away and didn't come back and is still perfect now.
      I would say do you have any noise on the line when you pick the phone up, pick it up and press a number to get rid of dial tone.

    4. #3
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      Re: Sky Technical help

      Yes,

      I used to have a lot of noise on the line. SKY had BT change some cables at the exchange and after that some equipment too.

      It hasn't help. I can actually see the router reset it's self when I simply pickup the phone and get a dial tone

    5. #4
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      Re: Sky Technical help

      Then there is nothing for it but to keep on at Sky to get Openreach out to repair your line. I wont go into to filter swaping and using the test socket as I'm sure you have already done all you can, both through Sky and the three Openreach techs who have visited.

    6. #5
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      Re: Sky Technical help

      I have already had 3 visits from Openreach techs and they said that there was no problem with my home line wiring. The second time round they changed some equipment at the exchange and copper wires I believe.

      My fraustration is that tickets get closed quickly without any verification that the problem has been resolved. I then phone sky and go through the whole change filters..router routine.

      When the customer solutions come online, we go through the same things and they say we see no problem. The problem though is so easy to demonstrate and was shown to the Openreach tech

      Even getting a dail tone affects the connection speed, Line Attenuation and Noise margin when in the admin page.

      The last person from the solutions team suggested that I have the Openreach tech check the PSTN.

      I am going round the circles with no one at SKY taking Charge. I have asked for someone in charge but so far there appears to be none

    7. #6
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      Re: Sky Technical help

      it'll get to a point where Sky will just offer you cancellation as you're costing them a fortune in BT bills...roughly 180 a visit...
      -------------------------------------------



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

    8. #7
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      Re: Sky Technical help

      Looks like final update on this. I had another call with SKY and they say that from their end there is no problem with my Internet connection and no more work will be done on it.

      So SKY can't fix the problem ( as they don't know what the route course is) and if I want stable internet connection they want me to take my business somewhere else after being with from 2006.

     

     

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