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    Fibre support

    This is a discussion on Fibre support within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; I was just taking a broswe over my sky account setup and came across this under Sky Broadband Details—Sky Unlimited ...

    1. #1
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      Fibre support

      I was just taking a broswe over my sky account setup and came across this under Sky Broadband Details—Sky Unlimited Fibre:

      • 24/7 technical support


      Now, from the last time that I contacted SKY, the regular technical support cannot help you with Fibre problems, plus the Fibre team closes at 11pm right? Isn't this considered as false advertising, correct me if I'm wrong obviously. If a company claims to provide 24/7 technical support for a product that has support lines closed at 11pm but has a 24/7 support line for a department that can't help you for your product, this IS considered false advertising.

      For me, a late night/early morning worker, I've had to call Sky at 2am for technical support once, with the women on the end of the phone from India telling me that she can't help and the fibre team won't be back till 9am, thanks but it was no help.

      I suggest Sky correct this:

      Fibre support-screen-shot-2013-04-14-00.19.02-2-.jpg


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    3. #2
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      Re: Fibre support

      That is disappointing. Admittedly I tend to avoid calling at 2am as I am normally counting sheep by this time, but 24/7 is 24/7.

      I have raised this and I hope to get a response which I can post soon.

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

    4. #3
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      Re: Fibre support

      Quote Originally Posted by Scubbie View Post
      That is disappointing. Admittedly I tend to avoid calling at 2am as I am normally counting sheep by this time, but 24/7 is 24/7.

      I have raised this and I hope to get a response which I can post soon.
      All broadband support are supposed to be able to help with fibre but all the people I've spoken to say they cannot help.

      Sent from my Nexus 7 using Tapatalk HD
      Please note the views and recommendations in my posts are my own and in no way reflect the views of Sky

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    6. #4
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      Re: Fibre support

      I can understand some reluctance to deal with the Fibre side, but Sky has had SFU for a year now and IMHO there should be more who have had the training, unless they are still watching things closely.

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

    7. #5
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      Re: Fibre support

      I'm afraid fibre users are in the same position as Connect users where complaints are concerned. Sky themselves can do little about it and depend on BTO to fix anything that goes wrong. As we know, the relationship between Sky and BTO is not as good as it could be.

      TomD


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    8. #6
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      Re: Fibre support

      Quote Originally Posted by Isitme View Post
      I'm afraid fibre users are in the same position as Connect users where complaints are concerned. Sky themselves can do little about it and depend on BTO to fix anything that goes wrong. As we know, the relationship between Sky and BTO is not as good as it could be.
      Even so as 1st line support is extremely script orientated I am sure that with the experience gained by the fibre team the scripts could be amended to include some support for fibre customers.

    9. #7
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      Re: Fibre support

      Whilst much of the potential issues have been taken out of the equation, there are some things which the people in the call centres should be able to check over. The VDSL Filtered Faceplate and installation by the BTO Engineer means that many of the things we see on this forum no longer apply.

      Simple things such as checking over the routers, checking the line is connecting and whether there is an issue with the exchange are all simple enough to do. With the possibility of Data Extension kits becoming accidentally damaged or simply needing a bit of advice about connection speeds, there may be a little extra work.

      Much of this is manageable within Sky.

      Adjusting sync speeds might need to be referred to BTO, as well as diagnosing some, if not all possible connection faults on the broadband side, but at least many simple issues could be checked through first.

      There will be some calls which will fall between the first line and BTO. This is perhaps where the Fibre team will play more of a roll.

      Any how, I have asked posted elsewhere and will update this thread when I have something which I can forward on. I suspect that the person who needs to compose a response will be at home at the moment, so it is unlikely that I'll have an answer today.

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

    10. #8
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      Re: Fibre support

      Seeing as there has been no response here and no change to the website, am I correct in assuming that nothing has happened on your end Scubbie?

    11. #9
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      Re: Fibre support

      No reply yet. I shall chase it later.

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

     

     

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