Anybody else having issues with there internet disconnecting continually and latency going of scale

[AnT56]

Anybody else having issues with there internet disconnecting continually and latency going of scale, have tried all the tests to no avail and trying to contact SKY for help is abysmal even there complaints department do not reply

[TimmyBGood]

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@AnT56 wrote:

Anybody else having issues with there internet disconnecting continually 

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Sky supplies something like six million addresses with broadband: the scale of such an operation means that at any particular point in time many thousands of the individual Openreach circuits to those properties will have faults.

The weather currently hitting a large swathe of the UK will be putting additional pressure on the contact centres.

[AnT56]

I appreciate that they have a large customer base and that faults are ineviatble, but when you report it and nothing is done and nobody answer's your requests and "e" mail it is a customer services issue as much as system faults.

[TimmyBGood]

@AnT56 

Faults can be logged by phone or (hopefully) by following one of the online or in-app diagnostic pathways (which can be carried out using cellular data) : email isn't an option.

The Openreach target time to fix is two working days starting the following working day morning after a fault is logged with an ISP.

[AnT56]

The online BOT does not sort the issue, the helpline does not sort the issue, the Engineer that came out and checked the system and changed the Hub did not sort the issue a second hub did not sort the issue, Openreach cannot sort the issue, the Complaints "e" mail does not answer you back, any ideas !!!

[TimmyBGood]

@AnT56 

Unfortunately intermittent faults rather than complete outages are like that.  You can persist in logging issues: eventually Sky may simply offer the option to leave a minimum term without penalty as they have no confidence Openreach is really interested in legacy copper circuits any more.