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    Just an observation

    This is a discussion on Just an observation within the Sky Broadband help forums, part of the Sky Broadband help and support category; I'm doing this from work as my Sky broadband is currently down. Been through the first level of support and ...

    1. #1
      Harley's Avatar
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      Just an observation

      I'm doing this from work as my Sky broadband is currently down. Been through the first level of support and have been bumped up to the next level. As long as the issue is sorted quickly I have no problems with the help I got on the phone last night, I only thought after I put the phone down but the guy I was talking to was Northern Irish so I wondered if he was ex-UKOnline. The one thing that got to me was not being able to find the help number for Sky. Being offline I couldn't go online to find it. I looked at the paperwork received from Sky and there was nothing on there, I looked at the emails received when I joined and there was nothing on there. I looked in the phone book (don't laugh) and very helpfully Sky put in their number for new subscribers but nothing for help lines. Ended up phoning a friend who went onto the Sky website and told me what it was after laughing for five minutes.

      I also asked if there was a ticket number for my call but was told that the first level support don't generate these, they only get issued if a problem goes up to the next level but very helpfully the guy I spoke to gave me his employee ID number as a reference if the problem isn't sorted quickly.

      So I'm happy with the help I got, will be happier of the issue gets sorted quickly but would like Sky to print their helpline numbers in a few more places than the one place I couldn't look!


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    3. #2
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      Re: Just an observation

      I'd tend to agree with you on the number being hard to find.

      Regarding the issue - what's the problem you're having? Out of curiosity, did the advisor you talked to have an ID starting with '1' (obviously don't put his ID on the forum), and did he mention that you'd get a call-back within 72 hours?

    4. #3
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      Re: Just an observation

      the guy I was talking to was Northern Irish so I wondered if he was ex-UKOnline
      Sky have help centres in N Ireland, Scotland and England as well as overseas.

      Maybe users should take your experience as a wake up call and write the Help number down somewhere which is not dependent on being on line.

      TomD


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


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    5. #4
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      Re: Just an observation

      Quote Originally Posted by User05 View Post
      I'd tend to agree with you on the number being hard to find.

      Regarding the issue - what's the problem you're having? Out of curiosity, did the advisor you talked to have an ID starting with '1' (obviously don't put his ID on the forum), and did he mention that you'd get a call-back within 72 hours?
      His number started with a 4 (is 1 better than 4 or the other way around?) and he did mention the 72 hour callback. The problem I'm having (and I hope this doesn't sound too simplistic) is that I can't get Internet or email connection. Using wireless I can get onto and ping the Router no problem and connection status was up with all the usual stats.

      And I have definitely now written the helpline number down.

    6. #5
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      Re: Just an observation

      4 is Londonderry I believe, so no ex-UKOL guys are there (UKOL support was based in Belfast and Shepton Mallet). The advisor should perhaps stop being oblivious and start reading briefs as you can be transferred right through to CST (tier 2) now without the need for a 72 hour call-back.

      - Is the internet light green and is there an IP address located under the 'adsl port' section in the router settings page?
      - Can you ping a website or website IP address?

    7. #6
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      Re: Just an observation

      Quote Originally Posted by User05 View Post
      - Is the internet light green and is there an IP address located under the 'adsl port' section in the router settings page?
      Yes to this

      Quote Originally Posted by User05 View Post
      - Can you ping a website or website IP address?
      No to this

    8. #7
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      Re: Just an observation

      It'll be a browsing issue OR a network routing issue exchange end. If you get a chance get the connection stats and post them up when you're next online
      -------------------------------------------



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

    9. #8
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      Re: Just an observation

      Quote Originally Posted by IWasNotTheEnemy View Post
      It'll be a browsing issue OR a network routing issue exchange end. If you get a chance get the connection stats and post them up when you're next online
      Still offline. These are the router stats from last night.

      Connection Down 2047kbps Up 416kbps
      Line Attenutation Down 64.5db Up 42.4db
      Noise margin Down 8.0db Up 10.5db

      ADSL Port shows an IP address, Gateway IP address and Domain Name Server. I can post these as well if needed
      ====

      When you say browsing issue I take it you mean my side of the router? I usually use Firefox and have deleted all history, cookies, form data etc in both Firefox and IE8 and have tried browsing in both with no success.

    10. #9
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      Re: Just an observation

      You can try booting into safe mode with networking your end and see if you can get online. If not you'll be looking at an exchange-end routing issue
      -------------------------------------------



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

    11. #10
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      Re: Just an observation

      I'll try that tonight

     

     
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