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 3 123 LastLast
    Results 1 to 10 of 28

    what do i do now

    This is a discussion on what do i do now within the Sky Broadband help forums, part of the Sky Broadband help and support category; I need some serious advice now for the past 3 weeks we have been experiencing the internet hanging and disconnecting ...

    1. #1
      shattered12's Avatar
      shattered12 is offline Sky User Member
      Exchange: yaxley, peterborough
      Broadband ISP: Sky Max/Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky Basic
      Join Date
      Jul 2009
      Posts
      19
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Unhappy

      I need some serious advice now for the past 3 weeks we have been experiencing the internet hanging and disconnecting around the same time everyday 7-7.45pm dos not reconnect for sometimes up to 2 hours, the packet loss is sometimes up to 40% have phone sky broadband, gone through all the necessary checks up, gone as far as escalations what a complete joke of a department i have to say.

      I have been phoning customer solutions and escalations on daily basis holding sometimes up to 2 hours, numerous phone calls from them. changing of routers, 2 BT enginners and 1 health check engineer, lift and shift in exchange, card bus change in exchange, dropping and capping my speed, monitoring my line and now after 3 weeks of being lied and fobbed off by them we are still no clearer and i see no light at the end of the tunnel for this to be resolved now.

      My router is in the test socket itself no extensions running off it my line has been tested as clear, i know i am 6km from the exchange previous to being with sky i was with BT no problems connecting with them at 3mb, its gone from bad to worse now, received phone call from escalations yesterday evening all these checks they wanted to do was so that they could submit all their info back to BT to possibly send a REIN engineer to see if it could be resolved.

      Basically been told that they not doing anything else on my line and refusing to resolve this issue for me instead they have resulted in getting a senior enginner to call me and try to bully me into ending my contract as they haven't a clue what to do now, downgrading my package, or a further insult a free broadband connection with them that cuts off a sametime everyday left unresolved, surely they cannot be allowed to do this, sky did some hardware changes in exchange 3 weeks ago which coinsides with the time frame of all that has been happening but sky are still refusing to acknowledge responsibility, i am so disgusted with the lies and being fobbed off, we only agreed to do all these checks so that all this could then be resolved in the end, to even furthermore insult me then are now refuse to raise another ticket number, i have refused to leave them or take the easy option which is what they want me to do, even worse to insult me again it says on the logs that my line cannot support the new hardware changes which i find very difficult to believe now, how been getting a constant connection with them for the past 6 months if my line could not support this i would not of been able have a steady connection with them all this time, they are now just pulling anything they can to push the blame on somebody other then themselves. I must have some consumer rights in this surely they cannot close aopen ticket that has not been resolved and especially if the customer is not happy.

      its been such a nightmare getting sky to do anything numerous phone calls have been a daily thing for me, they have refused to do anything further, was promised a REIN engineer all these test that have been carried out were so BT could get a REIN engineer so i am not sure where we go from here now frankly the poor excuse that my line cannot support ADSL is not acceptable been having ADSL for 4 years now. will let you know the outcome

      Spoke to sky customer relations this morning, they have reopened the ticket for me and escalated it to the highest level of escalations now that take care of the entire sky network, am awaiting a phone call from them today they are going to explain what they have done and what they intend to do to resolve this matter, finally someone is taking this seriously, don't want to speak to CST or escalations anymore it has not got me anywhere in the past 4 weeks, both departments never seem to be able to give you a straight answer just lies and fobbing off don't communicate with each other or seem to log the correct information, my experience also has been horrendous with both departments.

      I am in contact with Customer relations atm, as i have made a point of specifically wanting to speak to someone who is actually wants to resolve this matter not fob me off anymore, the person in relations has been very helpful and passed my details to the highest level of escalation department, also going to get daily phone calls of updates or emails as i cannot go through the motions of holding up to 3 hours to get fobbed off by CST or escalations as mentioned no communication on both parties. My line has had both G.DMT and ADSL+ apparently from what i have been told it does not make much of difference. I will be taking the person name when they call and a telephone number so they don't get lost in the system as i am sure they will otherwise by Tier 1&2.

      wish someone would sort out how they manage the escalation system as to be quite frank its an absolute joke, letting customers hold from anything to 45mins to 2 hours is very poor, the lack of communication and changing of shifts don't help customers at all, i agree a dedicated person would be ideal though, glad to see i am not just an (islolated case) exact words from escalations, seems to me too many people are having alot of problems without a resolution????

      I actually find sky an okay company apart from the CST and Escalation issues, i have been through my far share of ISP's tbh, and that is not the resolution, don't want to sit back and let them get away without an explanation or resolution and knows to say it wouldn't happen with another isp unless i get to the bottom of this.

      No, never had this issue with any of my previous isp's only sky so the problem how i see lies with sky, am dealing with a higher escalation team atm and they have reopened ticket to try to resolve this matter now.

      Quote Originally Posted by hyeung View Post
      Firstly, you mention a higher escalation team. Is this is not the same as tier3 i.e. BT Escalations?
      The BT Escalations team (tier3) that i dealt with was based on Shepton. Is this not the same team that are dealing with you perhaps?

      Like you, they've performed both D/E side swaps, card exchange swaps, filter faceplate changes. I've been given the impression that theres little much that can be done now....other than capping your speed.
      Have they capped your speed yet to see how it performs? What speed are you currently getting?

      Anyways i'm intrested to know if you've been given any indication as to how the plan to resolve your matter? What are they proposing to do next?

      I was told by customer relations that they will have escalated it to a higher level but again i may have just got my wires crossed, wow your issues are identical to mine, capped the speed already made no difference, quite certain its not a speed issue as previous isp have given me the same speed with no problems, got a phone call last night they have agreed to send a REIN engineer, they apparently could not get through yesterday they say will will get in contact with them today to gt the ball rolling, will update after speaking to sky fingers cross the sort the issue our soon.

      Quote Originally Posted by hyeung View Post
      What speed are you able to connect at? Do you get sudden SNR issues causing an immediate drop? Do they occur randomly across the day....or at specific times? Can you give me some further detalis on your exact symptoms?


      For me, i get disconnected pratically every day due to immediate drops in SNR i.e. from 13db to 0/negative.
      After a few hours the noise improves and goes back to the usual...
      The issues occur randomly at no specific times....but mostly either the afternoon 12:00-15:00 or evenings 19:00-22:00.

      Wouldnt mind keeping in touch if we have the exact same problem....as i would like to know if you get further and what agents you've been in touch with i.e. Shepton.

      My connection speed is at 3.7mb, it just hangs and disconnects around the sametime everyday between 7-8pm, like yourself the line returns back to normal after an hour or 2 other than that its a very stable connection, after disconnection my speed drops to as low as 1.6mb but returns back to normal the nex morning, i have no SNR drop will check that later to see, noise margin goes up sometimes, packet loss can be up to 50%, it is as if the data is not getting through, i believe the agents are escalations still waiting on a phone call, another thing that baffles me is that when my internet hangs at the sametime and disconnects the only way i can get reconnected is by rebooting the router, i know its not the router, just want to get to the bottom of this, have installed a program called visual route a very helpful program that does a traceroute and tells you where the errors oringinate from, according to tha program its on sky's end, a very informative program that can detects any problems with your connection. will let you know once sky have called not doing the 2 hourly wait times anymore i book daily phonecalls from them now.

      After a long conversation with CS put me through to a department called escalations (not BT escalations) they are apparently higher that BT escalations, have agreed to take my case and help me resolve matter, they will be liasing with BT escalations but i no longer want to have any more dealings with them, have logged a complaint with a certain engineer within the department which keeps pressurising me into cancelling is rude and to be frank his attitude stinks keeps on closing the ticket, is now in the hands of line manager and escalations. Hope to have a Rein engineer sometime next week, BT been out today did some more tests, and apparently from the BT Openreach engineer, sky are finally accepting that this is a issue with possibly their equiptment or a REIN issue and not that my line cannot support as they have used in the past as a feeble excuse.

      """"Well finally had the REIN engineer out last night, no REINS issue was detected so now after various tests from the engineer, it appears that we are having a problem on sky's end with the CHAP that just persistently disconnects us from the internet everysingle day around the same time, been told by BT they are only allowed to touch anything further than the DSLAM, anything after the DSLAM in exchange is sky's responsibility, the engineer also tried to get online with his own router same problem exists, how am i going to get sky to admit and take responsibility and actually do something about it, am sick to death of this 5 weeks on and we are still suffering this issue and still not seeing any light at the ernd of the tunnel.""""" See post 21
      Last edited by Isitme; 13-08-09 at 05:12 PM. Reason: Same subject


    2. Advertisement
    3. #2
      indefatigable's Avatar
      indefatigable is offline Sky User Member
      Exchange:
      Broadband ISP: BB tech Support + Max
      Router: Sky Hub SR101
      Sky TV: Sky+HD 2TB
      Join Date
      Apr 2007
      Posts
      568
      Thanks
      2
      Thanked 12 Times in 12 Posts

      Re: what do i do now

      if the issue is unresolvable, then they can close it and offer either cancellation or a downgrade, such as has been offered.

      From your description, it looks like Sky have actually bent over backwards in the past 3 weeks to try and get this fixed for you. To get all that in the timeframe you have stated is a miracle tbh with Sky. Normally you would be waiting a couple of months for all that to occur. But they did it in 3 weeks.

      You say it started when they changed the equipment in your exchange. This may be the case, but you also state that during the process, they have made changed the new equipment for you, and it still didn't work. indicating that the equipment is not 100% the problem.

      It may be as they said. Your telephone line is simply incompatible with the new equipment, and Sky have given you an out. I suggest that you take it, unless you want to pay for a bad service.

    4. #3
      newbuilder's Avatar
      newbuilder is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Non Sky Router
      Sky TV: Sky+HD box
      Join Date
      Jan 2007
      Posts
      445
      Thanks
      4
      Thanked 5 Times in 5 Posts

      Re: what do i do now

      I had a similar but not so bad issue.

      Can I ask, did the router you were sent come in a plain white box or was it a replacement router in a Sky branded box.

      I was sent a reconditioned (plain white box) router that had no power pack filters or ADSL cable in it. This proved to be a second faulty box.

      The kind support technician asked for a brand new box to be sent out.

      This came out and since then had no problems.
      ------

      Advice given is in good faith and if taken is done so at your own risk. If in doubt consult a qualified person.

    5. #4
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: what do i do now

      They seem to have been through everything possible, but post your stats, we may see something the experts have missed.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    6. #5
      Brian69's Avatar
      Brian69 is offline Sky User Member
      Exchange: Kings Lynn
      Broadband ISP: Sky Unlimited
      Router: Non Sky Router
      Sky TV: Sky+ HD
      Join Date
      Feb 2008
      Posts
      2,971
      Thanks
      0
      Thanked 6 Times in 5 Posts

      Re: what do i do now

      Oh my what a tale of woe. I'm sure you have been asked this, but I will ask anyway. Have you anything, like security lights, or something that is switched on at that time? Have you anything on a time switch?

    7. #6
      hyeung's Avatar
      hyeung is offline Sky User Member
      Exchange:
      Broadband ISP: Sky Broadband Unlimited
      Router: Netgear V2 DG934G
      Sky TV: Sky+HD box
      Join Date
      Oct 2007
      Posts
      137
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Quote Originally Posted by shattered12 View Post
      I need some serious advice now for the past 3 weeks we have been experiencing the internet hanging and disconnecting around the same time everyday 7-7.45pm dos not reconnect for sometimes up to 2 hours, the packet loss is sometimes up to 40% have phone sky broadband, gone through all the necessary checks up, gone as far as escalations what a complete joke of a department i have to say.

      I have been phoning customer solutions and escalations on daily basis holding sometimes up to 2 hours, numerous phone calls from them. changing of routers, 2 BT enginners and 1 health check engineer, lift and shift in exchange, card bus change in exchange, dropping and capping my speed, monitoring my line and now after 3 weeks of being lied and fobbed off by them we are still no clearer and i see no light at the end of the tunnel for this to be resolved now.

      My router is in the test socket itself no extensions running off it my line has been tested as clear, i know i am 6km from the exchange previous to being with sky i was with BT no problems connecting with them at 3mb, its gone from bad to worse now, received phone call from escalations yesterday evening all these checks they wanted to do was so that they could submit all their info back to BT to possibly send a REIN engineer to see if it could be resolved.

      Basically been told that they not doing anything else on my line and refusing to resolve this issue for me instead they have resulted in getting a senior enginner to call me and try to bully me into ending my contract as they haven't a clue what to do now, downgrading my package, or a further insult a free broadband connection with them that cuts off a sametime everyday left unresolved, surely they cannot be allowed to do this, sky did some hardware changes in exchange 3 weeks ago which coinsides with the time frame of all that has been happening but sky are still refusing to acknowledge responsibility, i am so disgusted with the lies and being fobbed off, we only agreed to do all these checks so that all this could then be resolved in the end, to even furthermore insult me then are now refuse to raise another ticket number, i have refused to leave them or take the easy option which is what they want me to do, even worse to insult me again it says on the logs that my line cannot support the new hardware changes which i find very difficult to believe now, how been getting a constant connection with them for the past 6 months if my line could not support this i would not of been able have a steady connection with them all this time, they are now just pulling anything they can to push the blame on somebody other then themselves. I must have some consumer rights in this surely they cannot close aopen ticket that has not been resolved and especially if the customer is not happy.
      I'm more or less in a similar situation as you and understand your frustration.....disconnects for me have been random......however in the past few days they have been consistently around afternoon time. Have had my service with Sky for 4years would gitch until now.
      My case has been going on for 2months now with no resolution as such.....various changes made and now they've implied capping the line.

      Have they sent out a REIN engineer to you?
      I hope you get things resolved, either way keep us updated.

    8. #7
      neilmcl's Avatar
      neilmcl is offline Sky User Member
      Exchange: Sherwood
      Broadband ISP: O2 Standard
      Router: Non Sky Router
      Sky TV: Sky+ HD
      Join Date
      Mar 2008
      Location
      Nottingham
      Posts
      990
      Thanks
      3
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Unfortunately Sky have no control over whether a specialist REIN engineer is called out or not, this is completely at the discretion of Openreach and only then will depend on whether a full set of previous steps have been carried out.

      I understand the OPs pain, I'm in a similar problem where my noise margin drops considerably between 9pm and 5am (coincides with street lighting going on and off). I've had 3 openreach visits, E and D side shift, RF3 filter installed but still the problem persists. Just because the connection doesn't drop every night now but merely builds up enough errors that I have to reboot every 3 days or so, Sky now consider the matter closed. In fact they threatened to cap my line considerably if I wanted to keep the ticket open.

    9. #8
      neilmcl's Avatar
      neilmcl is offline Sky User Member
      Exchange: Sherwood
      Broadband ISP: O2 Standard
      Router: Non Sky Router
      Sky TV: Sky+ HD
      Join Date
      Mar 2008
      Location
      Nottingham
      Posts
      990
      Thanks
      3
      Thanked 0 Times in 0 Posts

      Re: what do i do now

      Is you ticket still open? My biggest problem with CST, or rather the fault process as individuals the guys seem to be quite helpful, is that there isn't any continuity throughout the process.

      There always seems to be a new voice on the phone and in turn they end up adding, along with tier 1, there own information on the ticket which makes it very complicated and quite often you end up having things missed.

      I've worked on fault reporting systems before and a fault gets escalated it should stay with the one person dealing with it until it's resolved or passed on to someone more suitable. This doesn't seem to happen with CST, at least not in my experience.
      Last edited by neilmcl; 03-08-09 at 01:17 PM.

    10. #9
      Brian69's Avatar
      Brian69 is offline Sky User Member
      Exchange: Kings Lynn
      Broadband ISP: Sky Unlimited
      Router: Non Sky Router
      Sky TV: Sky+ HD
      Join Date
      Feb 2008
      Posts
      2,971
      Thanks
      0
      Thanked 6 Times in 5 Posts

      Re: what do i do now

      The point with this one is that Sky have reached the point where they are no longer willing to persue this fault any further and have offered the OP a way out. After all they do not have to supply BB if they do not wish to, and if the costs of repairing a line are too excessive they wont.

    11. #10
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,131
      Thanks
      64
      Thanked 1,641 Times in 1,602 Posts

      Re: what do i do now

      If and when they call, ask them to check if you are on ADSL2+ or G.DMT? If you are on the former ask them to try your line on the latter. With the problems you have had they should have done his, but you never know...

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





     

     
    Page 1 of 3 123 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