topic Re: Not happy with service in Broadband

Not happy with service

Elizabeth61 — Thu, 02 Jan 2025 11:40:19 GMT

I am struggling with my broadband service for which I pay over £40 a month! For that it should be superb. My lodger works predominently from home and has been cut off from important meetings today. This is not the first time I constantly have issues when on Zoom calls or similar. I keep running the internet speed check/diagnostics but it says it's 'fine'. Thing is, it is not fine, it does not matter which room you go into. The problem is intermittment.

I have tried to get hold of Sky staying on line to do so, as I wish to switch to Plusnet but cannot seem to speak to a human. They fob you off with various messages and then cut you off.

Overall I am really annoyed with the service I am receiving, 7 years a customer and classed as VIP, this is NOT VIP service. How do I get hold of a human being to discuss my issues. I cannot have my lodger having these problems and neither can I.

Re: Not happy with service

Daniel0210 — Thu, 02 Jan 2025 12:37:18 GMT

@Elizabeth61

The first thing to do is check to see if there are any outages nearby via this link https://www.sky.com/servicechecker

(This should determine if there's an identified fault affecting multiple households)

If there aren't any then try running the line test here https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test.

If you get amber or red you need to follow the on-screen instructions.

Remember that Sky broadband is a domestic service so if a better internet connection is required for work purposes you/your lodger may want to consider a business subscription which would cost significantly more.

Also note that all customers are classed as VIP.

Re: Not happy with service

Elizabeth61 — Thu, 02 Jan 2025 13:42:35 GMT

It is Sky who called me VIP not me!!!! Up until that point I was appreciative of your email. 7 years loyalty gets you called VIP Gold. I was taking the mickey (tongue in cheek)