Internet keeps dropping connection, please help!

[Scubbie]

I'm out of ideas myself for the moment.

I am hoping that someone else can suggest something first, otherwise the next step would be to contact higher up the chain for support or lodge a complaint.

Ultimately it is possible to go to the top, but I would suggest that other options should be exhausted first.

[mjstokes85]

On the official sky forum I was told by a sky rep that my line was being re-configured and that someone was going to ring me, this was at around 9:40am, then again at 12:50pm. I am still waiting for my phone call and my internet has dropped 74 times since 9am.

[mjstokes85]

Make that 75 times.

[Scubbie]

It is obvious that this issue needs to be escalated. Reducing the line speed may resolve things, but, as I have already stated, you should be capable of a better connection speed.

[User05]

On the official sky forum I was told by a sky rep that my line was being re-configured and that someone was going to ring me, this was at around 9:40am, then again at 12:50pm. I am still waiting for my phone call and my internet has dropped 74 times since 9am.

Sky can't 'reconfigure' a Connect customer's line. Unless they mean requesting a SNR reset from BT.

[mjstokes85]

"Hi mjstokes85,

We are working on the re-configuration of your line just now and we will call you when we have this sorted.


Many Thanks,
Graeme
Sky Knowledge Advisor
Forum Help Sky Help Forum - Forum Help - Help & Support from the Official Sky Forum
Sky Help Centre http://www.sky.com/help"


This was the message I got on the official sky forum earlier today.

[mjstokes85]

Well after being told yesterday at 12:50pm to expect a call "shortly" to solve my problem I was then told it will take 48 hours for a call. After 110 drops yesterday in connection and over 10 already today It seems like sky are doing nothing to sort this.

[Isitme]

Sky are at the mercy of BTO and the engineer was feeding you bull excrement when he said it was Sky setting your line too high. Sky have nothing to do with setting your line, this is entirely down to BT. No matter what the engineer's expensive equipment says, there is a problem with your connection, either the line itself or the equipment it is connected too at the exchange.

Do as I suggested and take fibre with Plusnet, this will fix your problem.

[mjstokes85]

I have a voicemail on my phone from sky but have not yet listened, i am assuming it will tell me to ring them back later again. I know that sky hold jingle note for note. I am still totally baffled as to why none of the 3 BTO engineers have got their ladders out and checked the joins at my house and at the telegraph pole, surely that is a basic check, or is that too difficult for them?

As soon as this debacle is over I am going fiber but I can't get compensation off sky until this issue is resolved and I am not letting them get away without giving me some sort of refund for this mess.

[Isitme]

Personally, I would write it off to experience and get out ASAP, you are not going to have a happy time with Connect anyway, even if it were working 100%.