Hello, After reading so many bad experiences of sky customer service I thought I would add mine
. Firstly I am a new sky bb user so can only go off my experiences up to now, ordered sky max package 18th dec because I have 2 teenage lads who game online constantly and a teenage girl who is always on msn,myspace etc
, plus downloding tunes/pics etc i did not want any hassle with usage, plus IMO £10 a month is a bargain for the max package anyway, I was assured by the person I spoke to on the phone i would be put on adsl2 so would see some speed increase over my adsl connection I had at the time.Router arrived on time, when sky was activated it was on the expected date, all run smoothly,Connection was slower than expected but no real worries as i didnt expect mega speeds from what i had before 3-4 mb would of been nice but ended up around 1.5mb. first problems started on wednesday morning, router just kept dropping adsl link intermittantly wireless link was still fine my ethernet link was still fine, Also my lads were moaning about there pings on the like of cod4 and cs were around the 80-100ms mark,so after reading about the max delay on this forum I sent a email using the customer support kana link on wednesday about 2pm concerning my slow speed,at 5pm I had a reply saying my problem had been forwarded to the department that deal with this kind of problem including a ticket number
. Now 8pm i ring sky CS and tell them i have a ticket number and ask to be put through to tier 3,which they did but returned after a few minutes saying they were really busy and could I ring back in a little while, Not an unreasonable request so I agreed. Rang back a little later about 9.30pm same thing only this time was told i may be on hold for about 15mins so I said that was fine. 37min later I got through to a tier3 agent and all I can say is she was a breath of fresh air ,didnt try to waffle me or tell me things are fine she just listened to my problems then promptly set about trying to cure them.firstly the slow speed,/disconnections, I am not on adsl2 as I was told by 2 different people when i phoned up about ordering skymax ,I would never be put on it because it would be too unstable at my line distance 3.3km as the crow flies but with the route it takes is 6.6km away . never gone get a decent connection here, 63.5db attenuation
so why try send 16mb down it? it,s never gonna work right, so tried a few different speeds/ noise margins etc and settled on capping at 3mb download and 768k upload,all seemed fine,then set max delay a 8 and pings were now down to 32-37ms from ping tests,So all looked good,The lady then told me to resync my router on friday night around 6-7pm because that is when my snr is likely to drop to its lowest and may lose sync.so I said my thank you,s and away i went. things were a lot better until friday around 4pm router lost sync adsl went down at least 3 times an hour
.so back on to sky, same thing ,ticket number can i speak to tier 3, 12 minute wait straight through to another guy on tier 3 and another no messing around guy, looked at my stats asked if i needed the 768k upload which was set too high really considering my line wold only take 2mb download at best, so he "asked" if he could lower it i said fine as from previous experience 256k has always been plenty for me when sending emails,pics,playing online etc,so set it to 288k , changed my snr a point or 2 and all looked fine again ,pings still the same low level.if I had any more dissconection problems he said he would send me a new router to try,since then it has been fine so hopefully it will be ok from now on. So my whole point of this post To thank sky tier3 for there expertise and understanding in my problems never once speaking to me like i am stupid. In my eyes the only thing sky need to do is get rid of the tier 1 layer people who know too little about technical issue,s and have to read off cards should not be in the loop .As for the 2 people Whoactually dealt with me I have nothing but praise for them
. Mike
sky customer service, the good and the bad
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