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    Connected but no web

    This is a discussion on Connected but no web within the Sky Broadband help forums, part of the Sky Broadband help and support category; After 15 consecutive days of being connected but not able to load a web page, Sky finally fixed the problem ...

    1. #11
      mc*redevil's Avatar
      mc*redevil is offline Sky User Member
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      Re: Connected but no web

      After 15 consecutive days of being connected but not able to load a web page, Sky finally fixed the problem yesterday. After numerous calls to sky and at least five promises which they started giving last Friday that I would be fixed the next morning after overnight work, I can once again load a web page.
      I believe sky bounced my card at least once during that time with negative results. On Tuesday sky's escalation team started telling me that the problem was my 7 different PC's and 1 IPod touch that all magically stopped loading web pages at the same time. They said this knowing my laptop could load web pages at Mcdonalds.
      I finally got an escalation manager to agree to a TPS (thanks, Iwasnottheenemy) after I demanded a MAC code and told him I was going to move my BB, telephone and Sky+HD because their customer support was so poor. Within one hour of that call my land line died which I now know is the first step of doing a TPS. I called sky on my mobile to ask how long the TPS would take and they would only say up to three days. Thankfully the next morning at 9:30 the telephone came back to life and magically everything works like it did before the crash on the 7th.
      It is obvious sky has a great reluctance to do TPS. Perhaps there are cost issues as well as I was told BT open reach actually does the work. While I understand a TPS is probably the last resort, surely it should not take 15 days to reach that conclusion and implement the fix. Overall I am very disatisfied with sky.

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    3. #12
      IWasNotTheEnemy's Avatar
      IWasNotTheEnemy is offline Sky User Member
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      Re: Connected but no web

      A TPS will flag that port up for 3 months as possibly faulty, which will then mean Sky have to possibly look at swapping out the card and that involves BT engineers and a lot of costs...which is why Sky only do it as a last resort.

      The timeframe you've experienced is about right and hats off to Sky for doing things by their processes to eliminate everything before doing so. At least you're now sorted

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


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