topic Re: Sky Broadband in Broadband

Sky Broadband

Wayne3133 — Sat, 18 May 2024 10:19:14 GMT

Why is it so hard to get through to Sky help?
We were watching a film last night, (the first since we ordered Sky) when three quarters of the way through the broadband stopped working. An error message cam on the screen. I tried for 10 minutes to rectify it without success.
If this continues I will cancel.

This morning it works fine.

Re: Sky Broadband

TimmyBGood — Sat, 18 May 2024 10:24:09 GMT

@Wayne3133

If you were streaming or downloading and the external broadband connection dropped then yes, that would be the result.

No domestic ISP guarantees 100% reliability: that's simply impossible without multiple redundant delivery methods.

Re: Sky Broadband

GD1 — Sat, 18 May 2024 10:26:38 GMT

@Wayne3133 Your threats to cancel won't have any effect on Sky.

If there are faults these happen no ISP guarantees a 100% uptime.

Re: Sky Broadband

Wayne3133 — Mon, 20 May 2024 13:04:08 GMT

Hmmm, so we just have to put up with their guarantees that are not guarantees? Interesting.

However, my issue was not that the connection died, you need to read my message, my issue is about not being able to talk to someone about a fault or even email someone about a fault.

Customer service within bigger companies is deteriorating by the hour.

The only time you can talk to a real person is when they are selling to you.

Re: Sky Broadband

Daniel0210 — Mon, 20 May 2024 13:08:15 GMT

@Wayne3133

Sky don't use email for general communication or reporting faults. Although not 24/7 if you definitely need to call Sky you can call free by dialling 150 from a Sky Talk landline or a Sky Mobile, otherwise you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you back to the forum. Stay on the line as long as possible and don’t hang up.