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    SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

    This is a discussion on SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services within the Sky unhappiness forums, part of the Sky Broadband feedback category; Have emailed SKY the below: Dear Customer Services, Please escalate this email complaint to a senior manager or supervisor. I ...

    1. #1
      ChrisGSKY's Avatar
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      SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      Have emailed SKY the below:

      Dear Customer Services,


      Please escalate this email complaint to a senior manager or supervisor.


      I have been a Sky customer for over 8 years and a broadband unlimited customer since September last year.


      I can only describe our Sky broadband experience as a nightmare. We have had a intermittent internet connection since we joined Sky in September last year. I have called customer services about this 4 or 5 times since then. On the last occasion in June we had a BT Openreach engineer come out and check the line and broadband connection along with connections outside the property on the street at the BT junction terminals / boxes. After the BT engineer visit the issues began again. I just can't face going through the process of calling customer services again going through the broadband connection checklist which I know from memory now to get it sorted opening a new case id yet again it's beyond a joke now just a shambles. To put this into context we moved ISP from Orange Broadband where we had a reliable connection which only dropped perhaps three or four times over 7 years! The Sky connection sometimes drops ten times in a day just a shambles.


      Can someone please get back to me with a final solution to this broadband nightmare?


      Kind Regards,





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    3. #2
      Isitme's Avatar
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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      Your best bet is to send them a backup letter telling them you want to cancel as the service has been deplorable.

      TomD


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


      Useful Utilites

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





    4. #3
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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      same boat but I have rein issue which hopefully the SFI correctly pinpointed to faulty satallite amplifier fingers crossed

    5. #4
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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      Unfortunately SKY have responded with a standard email which is really frustating I've spent so much time over the past few months trying to get this fixed just a complete waste of time. Email and my response below:

      Dear Customer Services,

      I am really disappointed and frustrated to have received a standard response from yourselves you clearly have not read my email.


      Please go through all the previous case id's raised for our broadband issues and you will see that the problem has been intermittent so the connection is fine one day and dropping the next so the standard line test is pointless.


      I've gone through all the standard checks on at least 4 separate occasions on the phone with customer services and if you read my email or looked at the previous case id's for this issue recently Sky sent a BT Openreach engineer out to our address and we still have the same issue.


      A member of your technical team has also gone through the router logs and seen that the logs show the constant dropping out of the connection.


      Please can someone get this fixed for us once and for all?


      Kind Regards,












      Customer Account Number:


      I am sorry to hear about issues with your no Broadband connection since the day it was activated which has caused you concern.


      I have checked your account and performed few tests on your phone line. Initial line test indicates no fault has been detected. I appreciate your efforts in trying all the required troubleshooting steps previously. However, the fault could be either with the equipment (phone handset / microfilter) or with the internal phone wiring.

      I request you to confirm if you have recently experienced any unusual line interference whilst using internet connection. To check the phone line I would request you to follow the steps mentioned below:



      1. Unplug all telephony equipment connected to you telephone sockets in the home (e.g. Phones, broadband equipment, Sky TV box, Fax machines etc). Find your master socket or main socket usually located at the point into which your phone line comes into the house. If unsure have a look outside your property for any overhead telephone lines coming into the premises. Plug only a phone into this socket and see if the phone fault disappears.

      To help identify the master socket check for:

      • A line running horizontally across the socket that seems to divide it into two parts (it may run vertically if the socket is fitted the wrong way around)
      • The presence of a BT or Openreach logo:
      • Check where the telephone line enters the building, the master socket is generally located close to the entry point of the cable. (It may enter the house from an overhead cable or it may come in underground. You should be able to check this by having a look outside the premises)

      2. If the fault is still in existence there is sometimes a test socket behind your main socket which is easy to access. To see if you have one look at the socket and there should be a split half way down the socket as if the bottom half of the socket can come off. The screws for this type of socket should also be in the bottom half of this socket indicating further that only this section comes off when the screws are removed.

      3. If this is the case please remove the 2 screws from the socket and carefully remove the bottom half which should reveal another socket on the inside. This is your test socket. Try plugging just a phone into the test socket and see if the fault is resolved.

      4. If the fault is still in existence or you don’t have a test socket then please try another phone in the test socket (or master socket if you don’t have a test socket) to make sure that there is not a fault with your original phone equipment.

      5. If your phone fault is resolved in the test socket then your internal wiring or the front of your faceplate is at fault. If your phone fault was resolved by using a second phone then this would mean that the original phone in use is faulty.

      6. If there is still a fault on the line then please reply to this email with a contact number and preferred contact times so our technical support team can get in touch and escalate the fault for resolution.

      For online support on the Sky Talk issues, please click on http://help.sky.com/talk/problems-with-your-phone/fix-problems-with-your-phone

      Please note that the Sky Broadband is provisioned on Sky Talk phone line. Once you are confirmed that the Sky Talk line is clear without any interference, I request you to follow the below mentioned checks to fix the Broadband fault and supply us with the following information so that we can assist you further:



      1. How many telephone sockets do you have in your property and out of these how many are in use?
      2. Is your Broadband Box connected to the master BT telephone socket?
        (This is usually the first socket at the point in which your telephone line enters your property. If you are still in doubt please call BT to check which is the master socket.)
      3. Have you added any cables or telephone extensions, other than the ones Sky have supplied?
      4. Do you have a pre-filtered faceplate?
        (You'll usually be able to tell, because you'll have two inputs on the front, one marked 'ADSL'/'Broadband' and one marked 'Phone')
      5. If you do not have a pre-filtered faceplate, have you placed a microfilter on all telephone sockets which are in use?
      6. Can you please let us know which lights are displayed on your Broadband box and what colour they are? (Delete as appropriate)
        i. Router colour: Black / White

        ii. Power Light: Green / Flashing Green

        iii. Test Light: Amber / Flashing Amber / Off

        iv. Wireless Light: Green / Flashing Green

        v. Internet Light: Green / Flashing Green / Amber

        vi. LAN status: On / Off
      7. Does the router work when connected to the 'test socket'?
        (To find the test socket: If you have a master socket with a line across the centre of the faceplate, please unscrew the two screws on the socket and remove the lower half of the faceplate to reveal the test socket behind.)
      8. If connecting wirelessly, do you get a connection when plugged in using the yellow ethernet cable supplied



      For further assistance on Sky Broadband diagnostics tool, please click on http://diagnostics.sky.com/broadband

      We hope that the information included in this email resolves your problem. If it does not, please click here between 07:00 am to 11:00 pm to chat with one of our live chat advisors who will be able to help you. It may help, if you can chat with us from your home PC/Laptop as sometimes corporate firewalls limit the help we can provide for broadband issues. The link will be active till 22/08/2013.


      Kind regards
      Khalid

      Sky Help Centre
      http://www.sky.com










    6. #5
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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      Thought I would update with the latest news from what is now the 13 month nightmare with SKY Broadband.

      After yet more phone calls to customer services Sky requested that a second BT Openreach engineer to visit our property. The engineer tested the line to his satisfaction and said he could find no fault with it. However to be on the safe side based on the issues we were having he changed the equipment 'card' at our local exchange related to our phone line.

      Unfortunately although the situation seemed to rectify itself the problems have came back within a couple of weeks with the broadband dropping out randomly again.

      Sky today have agreed to send out a new router latest Sky Hub to replace the 13 month old Sagem router to see if that finally solves the problem. They have also offered 12 months free broadband to compensate for the issues and trouble that we have had... as long as I sign up for another 12 month contract that is! I agreed with customer services that if the issues continue within a month of the Sky Hub being installed that I could cancel the broadband contract. Again we were with Orange Broadband for 7 years at this same address and never had any issues like this!

      Hopefully the Sky Hub will solve the issues fingers crossed!

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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      As painful as it seems, the actual telephone wires used between your home and the telephone exchange could well have been changed when you switched to Sky. Also wires and connections deteriorate over time.

      Do you know what kind of BTO Engineer visited you? There are different specialities.

      I would also be tempted to double check the power socket where the router is plugged in and make sure that all is well there too.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    8. #7
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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      Both BTO engineers were broadband specialists as described by Sky tech support (apparently there are others who only do phone / voice lines only) Both checked the speed of my line / broadband connecting from the green junction box on the street to the exchange and then from my home connection and there was virtually no difference in the speed or apparent quality of connection.

      Sky tech support have also run diagnostics on the router several times and the router logs show the broadband dropping out randomly whilst the router is connected to the mains socket obviously switched on - nothing at all to with the power socket or the router not being powered up. Router is plugged in and working wi/fi working but ADSL connection light shows amber / flashing amber when connection drops randomly (obviously the light is green when working).

      The fact is I asked for a new router over six months ago to see if it would rectify the situation but Sky insisted on BTO engineer visits which according to the guy at Sky tech support cost Sky a hundred odd pounds each time. It's been an almighty pain in the backside.

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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      I actually had something similar to this which turned out to be the breakdown of the insulation on the underground cables and water ingress causing dropouts. They changed the tie pairs (or something) in the end and it was perfect after that.

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      Re: SKY Broadband 11 Month NIGHTMARE despite 5 calls to customer services

      They would probably change the pair of wires running back to the exchange or cabinet to a working pair. 'Ties pairs' are used inside the exchange to connect to the Sky frame so are unlikely to suffer from water ingress.

      TomD


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


      Useful Utilites

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





    12. #10
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      Re: SKY Broadband 15 Month NIGHTMARE despite numerous calls to customer services

      Thought I would update this thread... so the Sky Hub we were sent had the same issues as the previous Sagem router with broadband randomly disconnecting at non specific times.

      Vented frustration at Sky yet again, customer services very helpful and did not put me through the usual check connection nonsense that I knew off by heart now. Third BT Openreach Engineer sent out specialising in both voice and broadband. Sky apologised and gave me free broadband for a year and said I could cancel at anytime if they could not fix it this time.

      BT Engineer tested the line and he could not find any fault and he also installed a new nte5 broadband ADSL mastersocket which apparently improves broadband performance by splitting out the ADSL signal with no need for filters.

      Unfortunately and very frustratingly the third BT Openreach visit still did not work again the broadband signal randomly dropped out. I tried both the Sky Hub and old Sagem router and the same issues. Enough to drive you insane all this but again Sky customer services were great.

      So after 15 months of unreliable Sky broadband, approximately 6 hours on the phone, two routers and three BT Openreach engineers I switched from Sky to BT Broadband. Sky thankfully because of all the problems I'd had let me leave the new 'free' 12 month broadband contract without any penalties and to be honest I told them if I had to pay to get out of it I would because I didn't care at that stage.

      I've now been with BT broadband for a month with no random drop outs whatsoever the connection has been stable and reliable. Moreover I've also set up a Billion router and have 'tweaked' the SNR margin pushing the line to it's limits achieving over 10 Mbps where I was getting 7-8 Mbps with Sky. The broadband connection has not dropped out once even with this tweaking.

      Again we were with Orange for 7 years with no broadband issues and now with BT after a month no issues even though I've 'maxed' out the line using the SNR function on the Billion router. Therefore does Sky have a poor broadband network in my area so when it got busy it dropped my connection? I can only speculate but I for one will not be going back and am very happy to be a BT customer again.

     

     
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