topic Re: Broadband issue in Broadband

Broadband issue

Tomhoyle92 — Mon, 22 Apr 2024 08:09:24 GMT

I had new broadband fibre fitted on Friday, the connection keeps dropping in and out I have spent all weekend trying to sort it and whenever I run checks everything comes back saying no issues. I can assure you that there is an issue. I have done everything possible and even tried phoning sky direct but can never get through to the department I need I just get told we will run test which always comes back with no issues. I have sent messages on twitter and they have been no help either.

Re: Broadband issue

Chrisee — Mon, 22 Apr 2024 08:19:05 GMT

@Tomhoyle92 I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Broadband issue

Lisa-P1987 — Mon, 22 Apr 2024 08:49:50 GMT

Thanks for escalating this. We’ve sent @Tomhoyle92 an invite to chat.

Re: Broadband issue

Tomhoyle92 — Tue, 23 Apr 2024 16:56:00 GMT

Nope still not sorted slightly better but still having issues, phoned sky 4 times yesterday and 9 times today still not sorted just repeating myself and doing the same tests and checks. Hoping it gets sorted if not I'll phone again tomorrow. Also hoping if it's not sorted by Friday I get 1/4 of my broadband bill knocked off for having no internet. Surely I can't be expected to pay for a service I'm not getting?

Re: Broadband issue

jamesn123 — Tue, 23 Apr 2024 17:35:29 GMT

@Tomhoyle92

According to Sky's compensation rules you will not get any compensation for this as you have a dropping connection whereas they only pay out for a total loss of service.

Re: Broadband issue

Addie15 — Wed, 24 Apr 2024 15:08:27 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Broadband issue

Tomhoyle92 — Wed, 24 Apr 2024 15:13:36 GMT

I have responded and I'm still having issues got told to wait 48 hours but it's still not right will be phoning tomorrow