Broadband Not Performing no matter what speed

[Timkatelou]

Having complained about constant lack of service, I got a mealy mouthed reply telling me to run through the usual rituals, which having been a customer for the best part of thirty years, I take great exception to, I reply as follows:

Further to your email of the 3rd October, I would point out that we have now conferred with our neighbours in our road and who have Sky and have noted that they are all suffering with the same problem.   Therefore it is not our individual input but either a problem with Sky output or BT whose lines

you rent.

We have all checked and double checked our speeds and when they are working are not as good as we are actually paying for, they vary according to household, but none of us are actually getting what we pay for.   Furthermore the incidences of losing service are becoming more frequent.   At least every

other day we are having to reset the service either in the mornings or in the evenings and apparently some times in the middle of the day.  We work so are not aware of that except at the weekends.

It is unacceptable that you are not coming clean about the poor service being delivered in our area and possibly much further afield with no reparation, apology or acknowledgement that the service is not  up to scratch. 

Please let me know what steps you propose to take to rectify matters and what compensation you will make to pay for the lost paid for hours of service."

[cookiemonsteruk]

@Timkatelou 

We are customers and have no knowledge of your previous conversations with sky

Could you post your hub stats and describe the issue in more detail

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[TimmyBGood]

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@Timkatelou wrote:

 what compensation you will make to pay for the lost paid for hours of service.

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No ISP compensates domestic customers for ' lost paid for hours of service '.  The industry scheme (as overseen by Ofcom) starts compensation after two days of complete loss of service because that time-period matches the Openreach target-time-to-fix for domestic broadband provision.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat... 

[Timkatelou]

So you are a re-iterator, does not make it either right or correct.   If the company providing the paid for service knowingly and willingly allows breakdown in that service without informing the customer that there will be a breakdown then all bets are off and compensation is due.   Note that if and when gas, electric, water have problems a notice is published immediately on their websites, not the case with Sky or BT, but is the case with Talk Talk, Live, Plus Net ......

[TimmyBGood]

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@Timkatelou wrote:

So you are a re-iterator, does not make it either right or correct.

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No, but it does make it a fact.

[TimmyBGood]

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@Timkatelou wrote:

 If the company providing the paid for service knowingly and willingly allows breakdown in that service without informing the customer that there will be a breakdown then all bets are off and compensation is due.  

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That, however, is incorrect: ISPs make no such guarantee*, and are not obliged by any regulator to attempt to do so.

*for domestic broadband.  Some business ISPs 'guarantee' to notify users of their very expensive service about planned periods of disruption.

[jamesn123]

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@Timkatelou wrote:

So you are a re-iterator, does not make it either right or correct.   If the company providing the paid for service knowingly and willingly allows breakdown in that service without informing the customer that there will be a breakdown then all bets are off and compensation is due.   Note that if and when gas, electric, water have problems a notice is published immediately on their websites, not the case with Sky or BT, but is the case with Talk Talk, Live, Plus Net ......

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What makes you think they are willingly letting it happen? It may be something that cant be fixed short term.

Additionally your example of using gas, electric & water is null because;

1. Broadband isnt considered an essential utility like those

2. You've already said your problem is mostly lack of speed & the loss of service you experience can be fixed by a reset of the hub which means it isnt a true outage therefore no compensation is due.

Rather than just ranting on the forum if you actually post your router stats like you've already been asked we might be able to help suggest a solution or some action you can take to get the ball rolling on a solution.