Erroneous Broadband Status - Intermittent problem

[No_cust_service]

Status - No problems in the area. Yet the broadband is intermittent and the Sky checker can't connect.

Awaful app, worse virtual assistant. Time to stop reporting rubbish and focus on the customer experience, Sky.

 

 

[Chrisee]

@No_cust_service the checker requires a connection to the hub to run the test. The system cannot tell if the hub is simply not powered or the line is down. This is a limitation of any diagnostic system. The lights on the hub tell you its status see https://www.sky.com/help/articles/hub-lights-explained-start

While area faults can happen intermittent faults as you describe are often limited to your line. If you have a partial fibre service these can be vulnerable to picking up electrical noise from equipment close by. When the interference is present it causes the line to drop but the line reconnects when the cause is not there. Engineers can test the line and find nothing wrong. Full fibre lines are immune from that interference but also can have intermittent issues. 

[No_cust_service]

Thanks for your reply.

Given I'm the customer paying for this and Sky provides the broadband (from BT), this is something I'd hope Sky/BT get their heads around and fix.

If Sky/BT are using a mixed infrastructure (and they are), that is something they need to monitor and fix, not the customer.

The annoying and useless virtual agent is sub standard, and sending customers to a community to get their broadband fixed is ludicrous - I am after all paying for a service that works and I just want the service I am paying for.

Moving from Virgin to Sky/BT has not been a success - the only consolation is that there is only 6 months left of the contract.

[No_cust_service]

Sky delegating customer service to the useless virtual assistant and this forum/community does not address the problem.

It does, however, enable me to see, that I am one amongst many experiencing these intermittent broadband problems.

As a paying customer I'm not looking to try this, that or the next. I am just looking for the service I am paying for - that means Sky/BT takes ownership and begin focusing on customer service. If their checkers are inadequate or erroneous - fix them. If there are other roadblocks to providing a seemed service - fix them. If many customers are raising the same problem - fix it.

Sky/BT this is yours to fix.

Now less than 6 months until I can terminate the worst broadband service I've ever had - I can't wait.....