topic Re: Sky have taken Service Checker down in Broadband

Sky have taken Service Checker down

LaurenG42 — Mon, 26 Feb 2024 12:43:52 GMT

Sky acknowledge that I'm only getting 20% of the speed I'm paying for, but they say I'm not protected by OFCOM regulations unless I run their Service Checker. Naturally, it's looked like this every time I try it:

Who do I complain to?

Re: Sky have taken Service Checker down

TimmyBGood — Mon, 26 Feb 2024 12:45:54 GMT

@LaurenG42

Not sure which Ofcom regulation you are referring to.

The Sky Broadband complaints process escalates to an appointed ADR after 8 weeks or deadlock..

https://www.sky.com/help/articles/alternative-dispute-resolution

Re: Sky have taken Service Checker down

LaurenG42 — Mon, 26 Feb 2024 12:49:51 GMT

Just quoting the broadband diagnostics page - thanks for the link

Re: Sky have taken Service Checker down

Chrisee — Mon, 26 Feb 2024 12:59:52 GMT

@LaurenG42 why not post your hub's stats as shown here Find your Sky Broadband router statistics

Those give the same information as the line test.

Re: Sky have taken Service Checker down

LaurenG42 — Mon, 26 Feb 2024 13:18:43 GMT

Yeah, you can see the most recent outage in that 'Up time: 45:42' stat. That's what I was actually trying to troubleshoot, I've been having frequent outages lasting maybe a minute, but long enough to kick me out of Teams meetings etc.

Sky's results said this:

Re: Sky have taken Service Checker down

jamesn123 — Tue, 27 Feb 2024 12:57:03 GMT

@LaurenG42

Looks like you have a pretty poorly line that needs engineer attention. It would be quicker to book it using the online checker however since you are saying it isnt working I have escalated your post to chat with a Sky rep on the forum. Look out for a message

Re: Sky have taken Service Checker down

Lisa-P1987 — Tue, 27 Feb 2024 13:53:58 GMT

Thanks for escalating this. We’ve sent @LaurenG42 an invite to chat.

Re: Sky have taken Service Checker down

Lisa-P1987 — Tue, 27 Feb 2024 13:59:20 GMT

Update - Spoken to @LaurenG42 but they are not perusing this due to moving home soon.