topic Appalling customer service in Broadband

Appalling customer service

M-S2026 — Fri, 13 Mar 2026 22:52:33 GMT

I switched my broadband on 12-02-2026 on the promise that the switchover will be flawless when I gave all the information told that we are 4 civil servants working from home but from day one the trouble started and going on still. The signals are only available in the room where the hub is sitting when subscribed to guaranteed signals in all parts of home. Complaints end up after I get an engineer booked every two weeks who just comes and gives lollipops. We have to sit in one room to work against the departmental policies. Can’t go back to start another cycle of disruptions. I am using SKY services since about 13 years and being mistreated. Third class appalling customer service from one of the biggest names. Hope someone has the morality to resolve my issues.

Re: Appalling customer service

Daniel0210 — Sat, 14 Mar 2026 04:26:43 GMT

@M-S2026

I have moved your post to the broadband board as it's unconnected to a Sky Q issue.

Working from home isn't relevant. I appreciate the issue must be very frustrating but Sky broadband being discussed on here is a domestic service and whilst it's fine for those customers working from home to use it they won't receive additional or quicker support.

Not sure what you mean by the engineer gives lollipops?

Re: Appalling customer service

caesarome — Sat, 14 Mar 2026 05:36:10 GMT

@M-S2026

For the signal issue try going through this to see if it helps:

https://www.sky.com/help/broadband/my-broadband-speed/improving-wi-fi-signal-to-my-devices/articles/improve-the-wi-fi-signal-to-your-devices

If not and if you have Wi-Fi Max on your account then Sky will supply up to 3 pods as you can read about here:

https://www.sky.com/help/articles/sky-wifi-max

Select "No, I still need help" at the bottom on the above link.

Re: Appalling customer service

TimmyBGood — Sat, 14 Mar 2026 07:55:34 GMT

@M-S2026 wrote:

I switched my broadband on 12-02-2026 on the promise that the switchover will be flawless

No ISP should give such a promise

The signals are only available in the room where the hub is sitting when subscribed to guaranteed signals in all parts of home.

Have you actually claimed the booster pods available under the terms of the 'Enhanced Wall to Wall WiFi Guarantee'?

Note what's actually 'guaranteed' is a small refund if the stated minimum coverage isn't achieved.

Re: Appalling customer service

2muchTV — Mon, 16 Mar 2026 11:44:08 GMT

@M-S2026 I suggest the following

1. watch a couple of YouTube videos on how home network/ mesh/ WiFi works eg here

2. buy your own mesh system. You will be able to use your equipment with any ISP. Prices can be a cheap as £70.

Sky's equipment (lollipops?) may not be sufficient for your needs with a number of people who work from home. I invested £600 in my mesh network because my ISP supplies no equipment and because I needed a reliable and fast network for working from home.

Moderator Actions: Removed third party links

Re: Appalling customer service

Chodley — Sat, 14 Mar 2026 11:48:27 GMT

Install a wifi mesh (or the free booster pods as suggested above)

I did enjoy the "morality" comment/suggestion. 😀

Re: Appalling customer service

JimM1 — Sat, 14 Mar 2026 12:41:03 GMT

@M-S2026 Easiest way is hire a company that has experience in setting up a wireless wifi mesh network, and get off the restricted sky Hub if that is causing you poor wireless wifi distribution around the property! Single hub does not do it all in some circumstance, so additional equipment may just be required. Are you or the Black or White sky hub at present and connection FF Full Fibre or Partial with copper!

Re: Appalling customer service

2muchTV — Sat, 14 Mar 2026 12:50:17 GMT

@M-S2026 my ISP supplies no network equipment at all. The Wi-Fi signal and speed around my home is only as good as the equipment and set up I use.

If there are four people working from home I suggest you purchase a set up that meets your needs. Sky's off the shelf products may not work for you.

Re: Appalling customer service

mumblesj — Fri, 20 Mar 2026 17:40:33 GMT

I sympathise as we have been through exactly the same frustrating problem which took weeks to get sorted. Telephone customer Service in India applalling. Had to put complaint in and only then offered booster hubs which finally fixed problem, 25 years loyal customer , not for long as they have gone to the dogs.