topic Re: Am I being unreasonable? in Broadband

Am I being unreasonable?

RustyMooster — Sat, 29 Mar 2025 11:45:44 GMT

Broadband has gone down for the third time in a month in TR9 6.

I have been told it will be 2-5 'working days' to fix. So therefore a reasonable assumption is Tuesday at the earliest.

I appreciate this is an Openreach problem, but for me it's a sky problem as my ISP.

Neighbours on EE and BT have been sent dongles no quibble to alleviate the issue until a fix has been applied.

We have BB, Sky Talk and Sky Stream so you can imagine the 'duress' my 12 year old is feeling! (Sarcasm!)

I've asked sky for a dongle - No

I've asked sky to uplift data package on phone to unlimited for a week, so we can hotpot - No

I've asked for £20 credit to bill to cover me getting an unlimited SIM for one month - No

As this is the third outage in March am I being unreasonable to ask for these, seeing as neighbours on other ISP's are being sorted out without hassle.

I was passed to retentions when I queried about leaving penalty free as stated in the latest bill increase letter and was basically told, there is nothing they can do and to leave.

Before I do make that call to EE, am I really being unreasonable about doing this?

I've even said I'll do the leg work and drive into town to pick up this SIM card myself and still it's a no and to call EE and leave.

Am I going mad or is this a crazy situation for both myself and sky to be in?

Unreasonable or shoddy customer service? I'm not asking for a million pounds here, it just to have customer service akin to the other ISP's?

Re: Am I being unreasonable?

Daniel0210 — Sat, 29 Mar 2025 12:26:48 GMT

@RustyMooster wrote:
I've asked sky for a dongle - No

I've asked sky to uplift data package on phone to unlimited for a week, so we can hotpot - No

I've asked for £20 credit to bill to cover me getting an unlimited SIM for one month - No

@RustyMooster

Those requests aren't something Sky do.

Re: Am I being unreasonable?

FLC — Sat, 29 Mar 2025 12:37:18 GMT

The BT/EE mini hubs are usually only sent to customers paying for the premium Halo service. As above, Sky don't offer this on residential contracts. But the monthly cost saving over the BT/EE products should more than cover the occasional purchase of a data SIM. At least you have that option, many of us have no mobile data coverage to fall back on.

Re: Am I being unreasonable?

RustyMooster — Sat, 29 Mar 2025 13:21:20 GMT

Yeah, found that out! Lol

Re: Am I being unreasonable?

RustyMooster — Sat, 29 Mar 2025 13:22:28 GMT

@FLC wrote:
The BT/EE mini hubs are usually only sent to customers paying for the premium Halo service. As above, Sky don't offer this on residential contracts. But the monthly cost saving over the BT/EE products should more than cover the occasional purchase of a data SIM. At least you have that option, many of us have no mobile data coverage to fall back on.

Signal isn't great here either.

Neighbours don't have any special packages, they've been sent them as goodwill due to the amount of outages.

That's customer service!

Re: Am I being unreasonable?

daveNOS — Sat, 29 Mar 2025 13:33:11 GMT

@RustyMooster wrote:
@FLC wrote:
The BT/EE mini hubs are usually only sent to customers paying for the premium Halo service. As above, Sky don't offer this on residential contracts. But the monthly cost saving over the BT/EE products should more than cover the occasional purchase of a data SIM. At least you have that option, many of us have no mobile data coverage to fall back on.
Signal isn't great here either.

Neighbours don't have any special packages, they've been sent them as goodwill due to the amount of outages.

That's customer service!

@RustyMooster I wouldn't say thats customer service, its just a way of deflecting complaints for multiple outages, customer service would be getting the service fixed so mulitple outages didn't happen.

I suppose the only small positive for you is that you shuld be eligible for the automatic compensation scheme should it take longer than 2 working days to fix(£9.76 per day), which may cover the costs of buying extra data during the outage(if you choose to do that).

Re: Am I being unreasonable?

caesarome — Sat, 29 Mar 2025 13:33:11 GMT

@RustyMooster

You would qualify for compensation credit when it has been fixed as per this:

https://www.sky.com/help/articles/auto-compensation

Re: Am I being unreasonable?

FLC — Sat, 29 Mar 2025 13:39:49 GMT

@RustyMooster

If it's a goodwiil gesture then no guarantee you'd get the same in future. Probably worth bearing in mind that BT own EE, so can give away data as they please. Sky are an MVNO & I doubt their agreement with O2 provides such freedom.

But you are of course free to leave as Sky have said. But if you have a phone BT will charge you an additional £5pm for PAYG, whereas Sky provide it for free.

Re: Am I being unreasonable?

RustyMooster — Sat, 29 Mar 2025 14:47:25 GMT

It would appear I'm being unreasonable! Lol

Re: Am I being unreasonable?

daveNOS — Sat, 29 Mar 2025 15:23:22 GMT

@RustyMooster wrote:
It would appear I'm being unreasonable! Lol

@RustyMooster I wouldn't say you are, it's just that Sky won't offer any of what your looking for.

Give how much every day life requires Internet access I thinks it's entirely reasonable to think providers would have something they can offer for prolonged outages, even if they don't see it that way.

Re: Am I being unreasonable?

RustyMooster — Sat, 29 Mar 2025 15:44:22 GMT

Yeah, just tried hotspotting sky mobile phone to laptop....... Speedtest.....240kps!!!

Guess networks getting hammered anyways.

Football teams just gone 1-0 down as well!!

Off to the pub instead!

Re: Am I being unreasonable?

FLC — Sat, 29 Mar 2025 17:44:49 GMT

@RustyMooster

The O2 network has been notoriously poor for data, ever since they absorbed millions of Virgin customers, with no obvious increase in capacity. So it would certainly be worth picking up some alternative SIMs to try.

BT/EE have an add-on that provides a permanent mobile backup that kicks in whenever the Openreach network drops. I believe Sky Business offer the same. But probably cheaper in the long-term to buy a 4G router & a PAYG SIM that can have the required data added, assuming you can find a network with decent indoor coverage.

Re: Am I being unreasonable?

RustyMooster — Sun, 30 Mar 2025 05:44:01 GMT

Picked up an EE SIM yesterday whilst drowning my sorrows!

241mbps!

Not the cheapest at £27 for the month but clearly outpaces sky mobile

Will be jumping ship from sky mobile when possible..