topic Re: Mast issue - unresolved for weeks. in Sky Mobile

Mast issue - unresolved for weeks.

Scott+A — Mon, 22 Jul 2024 11:30:52 GMT

There has been an ongoing issue with mobile service in my town since early june. Its a known issue with the following on the coverage checker

Sorry, a phone mast close to you isn't working.

Looks like a phone mast near to you isn't working as it should, sorry. Our engineers are on the case but your service might come and go until we fix it.

Updated 12:06 (refreshed hourly). Recent faults might not show yet.

Issue remains and as a result when im off the wifi at the house I struggle to get a 3G signal. When i do get a signal i cant use data. Ive spoken to customer services who have tried the usual "Its a device issue" send network settings - which obviously doesnt work. We have 4 phones on the contract and all are the same. It is not a device issue.

2 of the phones are in contract until March next year . Im looking at moving but dont want to pay the early cancellation fee. What are my options?

Re: Mast issue - unresolved for weeks.

63johnw — Mon, 22 Jul 2024 11:44:27 GMT

Hi @Scott+A its not the phones in contract that's important, if you have had the sims more than 12 months then you can leave sky and join another network on a sim only deal without penalty. You would continue paying sky for the phones until paid off. All phones supplied by sky are unlocked and can be used on any network.

Re: Mast issue - unresolved for weeks.

Scott+A — Mon, 22 Jul 2024 11:46:14 GMT

Hi John,

I may not have worded that correctly. Its the SIM contract i was talking about. Happy to continue paying the phone contract for the device itself.

Re: Mast issue - unresolved for weeks.

63johnw — Mon, 22 Jul 2024 11:49:12 GMT

Ahh sorry @Scott+A i thought it was the phones. You could raise a formal complaint and see if they will release your sims without penalty due to poor service ?

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Mast issue - unresolved for weeks.

Scott+A — Mon, 22 Jul 2024 11:55:22 GMT

@63johnw Complaint sent - Thank you for the link. Will reply with progress.

Re: Mast issue - unresolved for weeks.

63johnw — Mon, 22 Jul 2024 12:01:02 GMT

No problem @Scott+A something to bear in mind is sky use O2 network so there will probably also be an issue for O2 customers. Mast are also sometimes shared by other networks so check there are no issues with other networks before switching.

Re: Mast issue - unresolved for weeks.

Scott+A — Mon, 22 Jul 2024 12:02:54 GMT

@63johnw Yes - Many other complaints on the local FB group from 02 Users. I moved from EE which was much better. My brother still uses EE and its working fine locally so ill be looking at moving back to EE.