topic Re: Poor Broadband connection support in Broadband

Poor Broadband connection support

DJS2 — Fri, 18 Jul 2025 13:51:08 GMT

We have a Gigafast Broadband connection, where we are supposed to be guaranteed speeds of 550 MBPS (Not sure if its exactly 550 or more) plus.

Our broadband dropped two days ago, we reset the router as per the article, the router restarted. The speeds were in the range of 200mbps.

yesterday the broadband dropped again and it was down all night, despite several router restarts. Our browsers consistently showed "no internet connection" and phones switched to network.

This morning we restarted the router again and the internet restarted - at 110mbps.

Fun thing is, when we do the "test" via the Sky Broadband app, the speed shows 670mbps. When we check the speed via Fast.com, the speed is only 110 mbps.

Meanwhile, MS Teams calls are dropping (both my wife and I work from home), websites are not loading properly, frequent errors on screen.

We called SKy service a few minutes ago.
The agent made us do a yet another reset (despite my telling her repeatedly that I have done all of that before) asked us to unplug all sorts of cables and plug them back again - cables which have no bearing on the internet speeds, and at the end, she says "you have too many devices connected". She said "You have two phones connected to wifi - switch off one phone"

That is the most ludicrous reason I have ever heard.

She refused to connect me to her supervisor, and ultimately I gave up and disconnected.

14 years with Sky, and THIS is what I get.
Any suggestions on how to get through to someone in Sky to have an intelligent conversation is welcome.
Frankly, this is appalling.

Re: Poor Broadband connection support

Daniel0210 — Fri, 18 Jul 2025 13:59:00 GMT

@DJS2 wrote:
Any suggestions on how to get through to someone in Sky to have an intelligent conversation is welcome.

@DJS2

You got through to an agent but unfortunately you hung up on her. You could try calling again, queuing again and will no doubt get a different agent but chances are that once you describe your problem they will probably be troubleshooting from the same hymn sheet.

Also remember Sky broadband being discussed here is a domestic service and whilst it's fine for those customers wfh to use it they won't receive additional or quicker support.

Re: Poor Broadband connection support

DJS2 — Fri, 18 Jul 2025 14:12:08 GMT

Thanks for your response.
Not looking for "quicker support" at all, I only want only guaranteed levels of service that I am paying for, without being patronised by a customer service agent, making it look like this was our fault.

My mentioning WFH bit from that perspective is irrelevant - I only wanted to highlight the inconvenience that we're going through.

Sky has the obligation to provide the services that they sell - in this case they clearly are well below the mark.
Any suggestions on how to escalate the complaint would be welcome.

regards

Re: Poor Broadband connection support

Daniel0210 — Fri, 18 Jul 2025 14:17:35 GMT

@DJS2

You need to call again and let the agent go through the troubleshooting with you. They are unlikely to arrange an engineer (if one is needed) without first going through that process.

My understanding is that the supervisors in the call centres are not public facing and are there to support the staff.

You mention escalation of the complaint but you haven't said you've made one. If you have then Sky have up to 8 weeks to resolve the issue.

Re: Poor Broadband connection support

TimmyBGood — Fri, 18 Jul 2025 14:18:55 GMT

@DJS2 wrote:

Sky has the obligation to provide the services that they sell - in this case they clearly are well below the mark.

The obligation is to attempt to do so, or to remedy the situation commensurate with the £1 - £2 per day being charged: domestic ISPs simply cannot guarantee service.

Were the speeds you listed in your first post recorded on wireless devices?

Re: Poor Broadband connection support

JimM1 — Fri, 18 Jul 2025 14:33:13 GMT

@DJS2 Nothing unreasonable about the request that the sky CS made!