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    Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

    This is a discussion on Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; I've just given up and i will wait in till i can get another fttc provider or something. as BT ...

    1. #301
      epyon's Avatar
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      I've just given up and i will wait in till i can get another fttc provider or something.

      as BT say FTTC is not in my area lol.


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    3. #302
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      if BT can't provide it no one can, virgin not really expanding the foot print, thye have filled in the odd gap but nothing major. You might want to see if there any lcoal move ment to get something locally done

      on the subject of sky fibre, was told to expect some new from them with regards to the problem by the end of the week

    4. #303
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by Damo82 View Post
      on the subject of sky fibre, was told to expect some new from them with regards to the problem by the end of the week
      I take it you mean the "half speed" problems ? If so can you give any more details of what they said regarding the issue ? I am an "official half speeder" like your self !
      Many Thanks !

    5. #304
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by Fryingpan77 View Post
      I've had not had half speed problems, but since I had fibre installed, I've had 3 different IP address moves. I live in Bradford but,
      I started in London, then move to Manchester, now I'm in Coventry.
      My visit to Manchester wasn't pleasant, as that was when interleaving kicked in on my line and I lost a fair bit of ping speed but not actual speed.
      Since the 40/10 regraded, and the move to Coventry, interleaving has gone.
      Interesting that my speedtest.net app, on my phone knows exactly where I am in the world, and that the closest sever to me is Leeds.
      Sent from my ST18i
      The mobile speedtest app uses your location data on the phone to decide which server to use, the internet version only has your IP address to work with but generally will choose a "local" server with the lowest ping based on where it thinks the IP address is located.

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    7. #305
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      They just said there should be some new by the end of the week, and to get back in conact with them if I not heard anything but they also said to keep checking our email

    8. #306
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Well after 8 days since Fibre was installed I formally rang up to query why the router is connected at 39996 down & 9996 up can I only download at around 19-20mbs both wired and wireless?

      Was on the phone for over 50mins, even tried the duplicate router they sent to me by mistake. I explained again that I see these download speeds on multiple speed test sites and crucially on both my PC and laptop.

      We carried out a couple of tests for his benefit - large file downloads etc.. Incrediously he dismissed the "half-speed" issue - he claimed he was aware of the posts on sky's help forum and skyusers too "its only affecting a couple of people" He said - Pah!

      He also said and I quote "well I only get 6mb so 20 must be great" !!!! Yeah but you, Openreach and my router all say I can get the full 40/10 ! Both cabinets are outside my house! There must only be about 30m of copper from there to my house.

      Anyway he claimed it was my pc that was infected with a virus (I know it isn't/wasn't) - if it was how come it was on both PC and Laptop and the laptop isn't affected when its at the neighbours house using their Infinity. Unbelievable, so I've had to run various checks etc to confirm they haven't. Sure enough my systems are clean.

      I now have to ring up again. Hopefully I don't get to talk to the guy yesterday again. If any other Sky CS staff read this then please dont just put your hand over the mike and joke and laugh about callers - we can hear you, you idiots, whoever the poor lady they were taking the mickey out of was I felt sorry if she could hear it too. In all my dealings with Sky over the years this was by far the most unprofessional encounter with their staff.

      To me it just says everything about this issue - Sky come across as toddlers in the Fibre game, they need to up their game and train their staff to be considerate AND sort the half speed issue out.
      Steele11 likes this.

    9. #307
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by deskmonkey View Post
      He also said and I quote "well I only get 6mb so 20 must be great" !!!! Yeah but you, Openreach and my router all say I can get the full 40/10 ! Both cabinets are outside my house! There must only be about 30m of copper from there to my house.
      It is at this point I would be asking to speak with a manager. I would not care what the person is getting as that is the service which they are paying for.

      You are paying for a broadband package that should be able to deliver up to 40mb down and 10mb up. Your estimated connected speed was not 25mb/s down. If I recall correctly it was estimated to be 40mb.

      Would he be happy if he was paying for the HD Pack but only able to watch the SD channels on his Sky+ HD STB? I somehow think not.

      As for overhearing comments from other agents, that was unprofessional. Thankfully Sky records all their telephone calls. A complaint about that would certainly upset someone when they find out that they are no longer working in a call centre.

      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

    10. #308
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Quote Originally Posted by deskmonkey View Post
      To me it just says everything about this issue - Sky come across as toddlers in the Fibre game, they need to up their game and train their staff to be considerate AND sort the half speed issue out.
      If this had been my experience, I would be moving to another provider asap.

      With hindsight, it seems to me that we have all been Sky's early adopters on the Fibre front up to now (and maybe for a time to come). For a lot of us, it has gone well, but for some it doesn't seem to have been such a happy experience.

      Personally, I had a Plan B in case Sky either couldn't deliver or it went bad. Thankfully for me, it has all been good so far. But I do wonder how good the support experience will be in the event of a problem arising. Tales like this do nothing to make me think it will be good, which is in complete contrast with the opinion I have formed of my Plan B provider - I feel that this sort of problem would have been dealt with better and more quickly by that provider.
      Fryingpan77 likes this.
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    11. #309
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      But I do wonder how good the support experience will be in the event of a problem arising.
      I think Fibre users are very similar to Connect users in this respect, if anything goes wrong sky can do little about it directly, they and you are at the mercy of BTO.

      TomD


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    12. #310
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      re: Sky Admits fault with Sky and BT network resulting in slow connects @ 1/2 speed

      Sky have officially opened my issue up as fault and an Openreach engineer is booked for Monday morning. As everything at Sky's end looks satis they say.

      Fingers crossed they get to the bottom of it. I'll let you all know what happens.

     

     
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