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Discussion topic: Broadband keeps disconnecting

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This message was authored by FenlanderUK This message was authored by: FenlanderUK

Broadband keeps disconnecting

For about 6 weeks now my broadband keeps dropping, it's not the wifi as I have my PC connected via ethernet cable. It is quite random and has been happening between once and three times per day.

 

 

It does seem to be getting worse and only started happening when my neighbour also got Sky so I'm wondering if that is connected.

 

 

I'd like this to be fixed but I also want to complain about the poor connectivity I'm getting with Sky. I did not have this problem in my previous house with Virgin Media.

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This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband keeps disconnecting

Posted by a Superuser, not a Sky employee. Find out more

@FenlanderUK 

 

Could you post your hub stats

 

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

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Broadband keeps disconnecting

Posted by a Superuser, not a Sky employee. Find out more

@FenlanderUK wrote:

 

I'd like this to be fixed but I also want to complain about the poor connectivity I'm getting with Sky. I did not have this problem in my previous house with Virgin Media.


Virgin uses an entirely different distribution network as well as different local hardware 

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
FenlanderUK
Topic Author
This message was authored by FenlanderUK This message was authored by: FenlanderUK

Re: Broadband keeps disconnecting

Thanks for that - would you like to provide some help or do you prefer to just state what everybody already knows?

FenlanderUK
Topic Author
This message was authored by FenlanderUK This message was authored by: FenlanderUK

Re: Broadband keeps disconnecting

Why do you need my hub stats? 

 

I want to speak to Sky not a random person on this forum.

 

Happy to post stats which are not individually identifiable but not to a stranger on a public forum, sorry.

 

I have a contract with Sky but they seem to think this space is an adequate customer complaint function. No offence to you, I'm sure you enjoy what you do but my issue is with connectivity and I've already diagnosed where it sits, posting data from my hub isn't going to advance the diagnosis beyond the symptoms I have already described?

This message was authored by daveNOS This message was authored by: daveNOS

Re: Broadband keeps disconnecting

Posted by a Superuser, not a Sky employee. Find out more

@FenlanderUK If you only want help directly from Sky you will have to call them.

-------- Please note i am not a Sky employee ----------
FenlanderUK
Topic Author
This message was authored by FenlanderUK This message was authored by: FenlanderUK

Re: Broadband keeps disconnecting

I'm not clear on what the point of this forum is then?

 

 

I'd much rather email Sky directly - how is this possible, I don't really want to spend hours waiting to be connected to a customer-service person who isn't going to be technically competent, is there a way to write to Sky to pick up a contractual issue?

 

Not cricitisising your assistance, appreciated but I would like to write to Sky formally to address these issues. I'm not used to a company I employ to provide a service doing all they can to avoid direct written contact!

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Broadband keeps disconnecting

Posted by a Superuser, not a Sky employee. Find out more

@FenlanderUK wrote:

I'm not clear on what the point of this forum is then?


Like most customer forums, there is cumulative experience far in excess of what can reasonably be expected from call centre script readers, plus we can express opinions that staff would never dare to.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
FenlanderUK
Topic Author
This message was authored by FenlanderUK This message was authored by: FenlanderUK

Re: Broadband keeps disconnecting

Much as I'd like to shoot the breeze about Sky's inability to meet the terms of the contract I hold with them it seems to pointless to have that discussion with people who don't represent the company.

 

This forum (which customers are directed to by Sky when they have issues) seems to be nothing more than a distraction, Sky should have a professional customer-service function, not a message-board for customers and 'experts' to talk about their issues.

 

Again, I appreciate your time but it's a waste of both our time to be here talking about issues when you are not the right person to address them. When I have an issue with something I want to talk to somebody with the authority to address it.

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