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    Broadband Unlimited Very Slow...Until After I call Support

    This is a discussion on Broadband Unlimited Very Slow...Until After I call Support within the Sky Broadband help forums, part of the Sky Broadband help and support category; Originally Posted by IWasNotTheEnemy Sky will fix it but you have to go through the processes in place first before ...

    1. #31
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      Quote Originally Posted by IWasNotTheEnemy View Post
      Sky will fix it but you have to go through the processes in place first before Sky will get Openreach involved as it costs a fortune to get them out. So long as you've got an open ticket and things haven't progressed then the next step would get OR involved
      But how can I get them to even open a ticket when they are refusing to accept even a possibility that there is a problem on the line?


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    3. #32
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      That's luck of the draw, unfortunately. If you can get someone from the UK then they should understand what you're saying. Other than that you just have to keep trying
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    4. #33
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      Quote Originally Posted by IWasNotTheEnemy View Post
      That's luck of the draw, unfortunately. If you can get someone from the UK then they should understand what you're saying. Other than that you just have to keep trying
      On Sunday I did get two UK people, the first girl obviously wasnt very technical though so she was just going through her procedure and couldnt understand.

      The second guy claimed to be a technical expert but I am not convinced he was, her certainly didnt say anything that gave me that impression....well other than him saying 'Im a technical expert'

      He knew more than the first girl but still, the fact he didnt even ask me what the netstat connections were suggests he wasnt that technical.

    5. #34
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      Netstat is completely unnecessary so wouldn't be asked for. The issue you've got is a sync speed one - nothing more, nothing less. This is likely to be caused by a fault on the external line, not your PC
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    6. #35
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      I was going to say that, netstat is only used by some of the support agents to fob you off.

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    7. #36
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      Quote Originally Posted by Isitme View Post
      I was going to say that, netstat is only used by some of the support agents to fob you off.
      Exactly why I am annoyed with them. Both agents I spoke to asked me to do a netstat test and when I said there were more than 10 connections thats when they blamed my PC (depsite me telling them I had the same problems on 4 seperate PCs) and refused to admit any problems on their end.

      I had a fairly strong feeling that was rubbish but getting them to admit that was impossible.

      It was only when I told the second guy that most of the connections were from the router (he didnt ask that I just told him) that he started accepting maybe it wasnt my PC, but even then he still maintained the line was fine and it was possibly my router that was the issue.

    8. #37
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      You've just spoken to tier 1, you NEED to get past them to CST. Until you do nothing will improve

      You have to understand the training Sky technical staff have. Sky BB is aimed at the people who just want it to work - not the gamers, prople who work from home, large downloaders. It's always been aimed at those who just want a BB service. Therefore the support is limited to issues basic users will encounter
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    9. #38
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      Quote Originally Posted by IWasNotTheEnemy View Post
      You've just spoken to tier 1, you NEED to get past them to CST. Until you do nothing will improve

      You have to understand the training Sky technical staff have. Sky BB is aimed at the people who just want it to work - not the gamers, prople who work from home, large downloaders. It's always been aimed at those who just want a BB service. Therefore the support is limited to issues basic users will encounter
      Any tips on how to get past tier 1 then? I spoke to tier 1 support and then got put through to cancellations which is when this supposedly technical expert came on the line.

    10. #39
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      You have to play nice and go through ALL their questions. You can fudge some answers or say there is no connection when they show there is but it's all down to the agent and whether they come to the conclusion you need to get to CST
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    11. #40
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      Re: Broadband Unlimited Very Slow...Until After I call Support

      It's not like they can tell if you're lying about most things. They can't tell if you change settings on your RSP and of course they can't tell about things on your computer. Just tell them you've got five netstat entries now or something. If they read the old ticket say it's another computer or you fixed it. They can tell uptime though... well in general T1 can't but some special agents have tools to do that now so just stick it in test and say you're already in there when they ask you.

     

     
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