topic Re: Poor WiFi and no PUCK connection in Broadband

Poor WiFi and no PUCK connection

VJ3 — Sun, 29 Dec 2024 14:03:20 GMT

Trying to get an answer from sky after an hour and half what's app chat yesterday this was the last message , oh and after two cancelled engineer appointments, oh and being told I need to contact them to arrange a new one I've been left on this message. Oh and I've spent a total of 5.5 hours on the phone .... oh and have been sent a puck... and made to pay WiFi max, oh and it don't work.... anyway here is oh no also got told be sent a £15 Tesco voucher ... must be with snail mail .... anyway this is the last message from yesterday after an hour and half what's app.... "*Michelle*
The engineer that is booked is for the wifi. If you have a puck issue then this might be separate however as advised I don't deal with Stream to be able to give you the correct information. I will need to check the availability of when we have visits give me a moment.". Must be a different time scale at sky ... over 24 hours later and still waiting

Re: Poor WiFi and no PUCK connection

TimmyBGood — Sun, 29 Dec 2024 14:16:36 GMT

@VJ3

There are no engineer visits for the Sky Stream subscription television product: that's just not in the business model.

Re: Poor WiFi and no PUCK connection

TimmyBGood — Sun, 29 Dec 2024 14:47:34 GMT

@VJ3

Unless there's been a misunderstanding over device names: the wireless booster for WiFi Max is a 'pod' (white, hexagonal and plugs directly into a mains socket)

The 'puck' is a Sky Stream television box: a black rectangle with assorted ports on its rear.

Re: Poor WiFi and no PUCK connection

VJ3 — Sun, 29 Dec 2024 15:55:47 GMT

Sorry I mean Pod, the sky assistant didn't correct me though so they just went with calling it a PUCK 🙂 , no connection for it , they ran a test their end , said need a an engineer to come out as they could see there was an issue. Engineer cancelled visit that was due they they sent me another appointment for the 8th. I was then informed on chat it had been cancelled !!

"*Michelle*
yes I can see that email was sent and the visit was then cancelled within seconds of the visit being re booked"

"I’m doing more work than SKY your product isn’t working and you’re making it very difficult for me to rectify as you won’t offer a solution it’s not for me to do the work, I'm the customer which is seemingly a fact that Sky has forgotten! Is this policy to arrange and de arrange appointments and not let me know ? Customer service is shocking ! Is there a solution or is it cancellation I’ll leave it with you ! Over one hour again and problem has no solution and is worse than when started as now no engineer"

so poor WiFi, poor internet, no engineer and a cancelled appointment that I wasn't told was cancelled but is seemingly an IT error!!

so I'm getting frustrated and can't arrange an engineer to come out as they need to sort and still waiting for someone to contact me about a "pod"

that won't connect as have poor WiFi !! Help

Re: Poor WiFi and no PUCK connection

TimmyBGood — Sun, 29 Dec 2024 16:14:52 GMT

@VJ3

One point about a booster pod is that it cannot be placed in the actual location with poor/no WiFi: it needs to be close enough to the Hub to link to that. About halfway (allowing for walls) is preferable.

Re: Poor WiFi and no PUCK connection

VJ3 — Sun, 29 Dec 2024 17:26:32 GMT

It's been in every room and is currently in the plug nearly next to the router , tried everything and sky just won't help, keep taking the Direct Debit though wish never left BT

Re: Poor WiFi and no PUCK connection

TimmyBGood — Sun, 29 Dec 2024 20:05:16 GMT

@VJ3

In that case I suspect you'll have to persist with booking an appointment, but be sure they know it's for a 'pod' under the terms of the Enhanced Wall to Wall WiFi Guarantee, rather than anything to do with a 'puck'.