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    i wonder...

    This is a discussion on i wonder... within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Maybe in time the Official forum will have a Fibre specialist who can give proper answers and not the fob ...

    1. #41
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      Re: i wonder...

      Maybe in time the Official forum will have a Fibre specialist who can give proper answers and not the fob offs you get from the existing team.

      TomD


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    3. #42
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      Re: i wonder...

      The official forum seems to just act as a complaints forum. Too often you'll see a thread where a customer explains the problem adequately and confirms all the troubleshooting carried out and they'll get a stock reply from a rep with a link to the 'sky help centre'. It's shoddy, in my opinion.

      More initiative/knowledge, less copy pasting needed.
      gorebrush likes this.

    4. #43
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      Re: i wonder...

      Couldn't have put it better myself.

    5. #44
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      Re: i wonder...

      Quote Originally Posted by User05 View Post
      The official forum seems to just act as a complaints forum. Too often you'll see a thread where a customer explains the problem adequately and confirms all the troubleshooting carried out and they'll get a stock reply from a rep with a link to the 'sky help centre'. It's shoddy, in my opinion.

      More initiative/knowledge, less copy pasting needed.
      That is exactly what happened with the 'official' Sky Help who posted on this forum. I cannot recall an instance where their advice was not a reference to the 'Sky Help Centre'.

      TomD


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    6. #45
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      Re: i wonder...

      Quote Originally Posted by Isitme View Post
      Maybe in time the Official forum will have a Fibre specialist who can give proper answers and not the fob offs you get from the existing team.
      I wonder what Sky's phone support for Fibre going to be like. Will there be a specialist team to handle calls from SBUF customers who have a problem?

      There's already a thread on the Sky Help Forum regarding low initial fibre speeds:
      http://helpforum.sky.com/t5/Sky-Fibr...ds/td-p/393045

      Only skimmed through it quickly but didn't see any response from any Sky Knowledge Advisors nor whether the posters have called in.
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    7. #46
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      Re: i wonder...

      Nice to see that their on-line support is consistent then

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

    8. #47
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      Re: i wonder...

      I wonder what Sky's phone support for Fibre going to be like. Will there be a specialist team to handle calls from SBUF customers who have a problem?
      I doubt it. They used to have one for Connect customers, now they don't. They will probably claim that all their advisers are fully trained in all aspects of their broadband.

      TomD


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      Useful Utilites

      https://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

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





    9. #48
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      Re: i wonder...

      Quote Originally Posted by Isitme View Post
      I doubt it. They used to have one for Connect customers, now they don't. They will probably claim that all their advisers are fully trained in all aspects of their broadband.
      Heaven help us then if DLM (which on FTTC runs continuously at the street cabinet and not at the exchange for 10 days?) gets "stuck" and requires OR engineer attendance at the master socket to request a reset (which is just a phone call from the OR engineer to somewhere following a check by the OR engineer).

      Apparently this *IS* the actual procedure, according to what I have read on kitz and tbb forums who have had this issue on non-BT FTTC and have struggled to get it sorted! Imagine the conversation with Sky phone support...
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    10. #49
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      Re: i wonder...

      Fibre troubleshooting, as far as I've seen, is limited to quite small numbers right now called the 'fibre support team'.

      Whether all tech support will be trained in the future, who knows.

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