Broadband dropping packets

[Sarah64sarah]

I have had no end of issues since I have moved house. I work from home and I am constantly dropping packets. 

I have done all the steps online, I managed to get someone on the phone last week who basically told me to unplug and plug back in again and nothing is working. 

I am wanting to cancel now as sky are not fulfilling their contractual duties. I now cannot call them by phone on the same number and this app gives me no number to call sky on. This is very frustrating!! 

does anyone have any advice before I lose the will to live - one very very disgruntled and frustrated customer!!

[JimM1]

@Sarah64sarah You said you spoke last week, was it not to sky customer service then? To cancel you will have to speak to them and give the notice, or just take the chance and go to another provider!

[Sarah64sarah]

I did speak to someone last week because it gave me the option to. Now all I can do is put my issue on this forum. I tried calling the number I called last week and now it says "the number you have dialled is not recognised". Do you have a number for sky?? 

I need to get this sorted asap as I cannot work. 

[JimM1]

@Sarah64sarah The number is not allowed to be posted on the Forum, just use your connected landline, dial 150 and pass security, then get to a sky Customer Service agent. Sky are open 8am - 8pm best to do it now or wait until tomorrow morning! If you happen to be in the ROI then they have no weekend support so Monday morning is the time to call.

[Sarah64sarah]

I don't have a landline phone connected to be able to do this 😭

[JimM1]

@Sarah64sarah Since you say not were, it's hard to advise you any more, UK number is different to the ROI, so just to much guessing and that is not the game that the Forum is in! You can try all the other social media options they are all at the screen as well, bottom off the page.

[Sarah64sarah]

Sorry, I'm in England. Do you know the number? I really can't find it anywhere online 

[JimM1]

@Sarah64sarah They are closed now! See the link below, post 4 click, scroll and select your option, you will see the number tomorrow from 8 am onward.

https://helpforum.sky.com/t5/Broadband/Moving-Home/m-p/5080372

How to cancel your Sky Broadband | Sky Help | Sky.com | Sky Help | Sky.com

[Sarah64sarah · Accepted solution]

Thank you. I've just managed to speak to someone who has confirmed that I do have issue with my service and is sending new equipment. Well after my partner spoke with them. I'm always palmed off with "the service checker says everything is fine, just unplug the router and then plug back in again and it'll be fine.  I'm not happy with this service at all. But thanks again for the number ☺️

[JimM1]

@Sarah64sarah No problem, hope you get it all resolved the Forum is here if you need, just can get Technical at times, so say upfront and what/were and going on, starting off with the dropping packets i alone would say ok got a person here knows a thing or two!

[Anonymous]

@Sarah64sarah Just to add also, With the April price increase about to hit you will have 30 days from the day you receive the notification of the price increase to leave your contract and move provider without any early termination charges

Could be the perfect opportunity to become and brand new customer with another provider and likely get a much better deal than what your currently on with Sky

Dont let an opportunity like this pass if your truly unhappy with the service, Nows your chance 😉

[Sarah64sarah]

Is this correct?

I received the price increase email on the 19th of Feb so I have time to get out?

[Sarah64sarah]

To be honest, I don't know what dropping packets is. My partner is the techy, but the broadband is in my name so I just wrote what he said, I have no idea what it means. Hopefully with the new router it'll work but I'm not happy that they confirmed I've had issues for a long time today, when I've been calling about it for a long time!

[JimM1]

@Sarah64sarah Yes you are free to leave penalty free, but do it as per the email you recieved, call the number get it logged that you wish to speak about the option too leave just the option DO NOT CANCEL as that will stop others from taking over, sky will do a price check for you come back with a yeah/nay for any better deal, e-mail will follow from sky with the new deals and then you can go shopping.... Just did it all myself so process is working.

[JimM1]

@Sarah64sarah Answer too your 2nd part, you dont per chance have the white Sky Max hub and using any off the sky pods, all the information is really needed to get to the bottom, but IF sky has tested seen an issue then possible a new Hub may sort it all out, just a delay in you trying it all.