topic Re: Sky contact details - not phone in Broadband

Sky contact details - not phone

Martimu — Wed, 06 Mar 2024 11:19:51 GMT

Getting so frustrated with Sky. The Chat is never on, you can't email, and Social media just directs you back to the phone.

Why can we not just have a customer services email address?

I spent 40 minutes on the phone with Sky as the boxes (Q, mini, router, and booster) weren't connecting. So they've sent a new broadband box ( thank you, that was helpful)

The new broadband box connects to Q and Mini but like the old router, it refuses to talk to the booster.

I've been through all the steps ( plus various other suggestions and searching to look for a solution) the box doesn't work, and the other boxes, whilst they connect to the router, drop off regularly and have to be rebooted to connect again.

I'm at work so can't call. If am at home in the evening I don't need to sit on call to be told to unplug this, move that nearer, have you tried this that and the other? Whilst I'm running up and down stairs and into other rooms pressing WPS buttons on various bits of kit to no avail when I've done it 100 times. You know what, it's not always convenient to sit on the phone either in the evenings ( if I even remember before 9 pm with all the usual family stuff going on, at which point it's too late anyway).

Would just like to go on chat (mythical or real?), or drop an email so that someone from Sky can just send me out a new booster. I don't expect an instant response, I just need to be able to log it.

Oh, and that useless, infuriating, waste of space Bot.... what were you thinking with that?

Customer service is seriously making me think about leaving when my contract is up this time.

Re: Sky contact details - not phone

Highlinder — Wed, 06 Mar 2024 12:07:27 GMT

@Martimu Did Sky give you a like for like change on the broadband router you had for your service or did they change it out for a newer model?

Re: Sky contact details - not phone

Martimu — Wed, 06 Mar 2024 12:09:17 GMT

Hi Highlander,

Looks to be the same, though mine was 4 years old so the internals may have changed I suppose?

Re: Sky contact details - not phone

Highlinder — Wed, 06 Mar 2024 12:14:29 GMT

@Martimu Can you point out what router you had and which one you have now from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

Re: Sky contact details - not phone

Martimu — Wed, 06 Mar 2024 12:15:43 GMT

It's the Sky broadband hub ( black one)

Thanks

Re: Sky contact details - not phone

Highlinder — Wed, 06 Mar 2024 12:58:57 GMT

@MartimuHave you tried to re-set the booster and re-connect it like it was just out of the box?

Re: Sky contact details - not phone

Martimu — Wed, 06 Mar 2024 13:45:33 GMT

Hi @Highlinder

Yes, did a full reset, assuming that holding down of the reset button for 30 secs achieves that?

Still refused to connect.

Thanks

Martin

Re: Sky contact details - not phone

Highlinder — Wed, 06 Mar 2024 14:31:04 GMT

@Martimu Does sound it could now be a bad booster that you have and need it replaced.