Fibre

[zorroshadow]

Hi, just had sky fibre installed after being with Sky for 21 years and having no problems whatsoever with my broadband connection or speed.  I fell for the Sales patter and regret it so much.  I am disabled and rely on Internet to contact my carers.  The speed is fine it's the ping on every server I attempt to connect to-using different devices, running on average 60000ms however there's no internet at all most of the time.  I haven't changed anything or have any security from my end, but it suddenly turned from what's been absolutely fine working for years to an absolute nightmare. Yesterday I fell, I was unable to call my carers and was only found by my mother hours later....my phone slipped out my pocket however the fact I should have a good internet connection.   I rang sky within the day of it being fitted (bearing in mind the man was here for 4 hours setting it up and drilled through my skirting board on the landing by mistake as he was drilling from outside in....I live in a house!) so any ideas as sky just sent an email giving me the right to exit as they said they know it's not upto scratch.   

[Chrisee]

@zorroshadow Dont know what help you want from the forum or whether you just wanted to make people aware of the issues.

That Sky have offered to release you from contract means you have already registered a complaint about the install and Sky could not satisfy you. Installs do vary and in most cases the work is not done by Sky's own engineers but by Openreach or their sub-contractors who are often in a rush. All I can say your experience isn't typical most fibre installations are done neatly and professionally even if a second visit is required.. 

Full fibre is technically a far better system than the use of copper phone lines to deliver a good broadband service and has far higher reliability meaning it should be a superior system. Latency is normally slightly lower than over copper as there are fewer steps in the delivery. I certainly never heard of 60,000ms which is one minute being reported before so something is seriously wrong if that is what you are measuring. You other comments imply a serious issues with your home network..

Are you registered with Sky's Accessibility team https://www.skyaccessibility.sky? They are a small team who can often offer support to customers with additional needs. Ideally you need access to a local IT support service likely to be in the form of volunteers working with a local charity. In days gone by I managed advice centres and worked with colleagues in the voluntary sector to get the practical support our disabled clients needed. 

You may find moving to a different ISP may help, as the very large companies like Sky and BT cannot always offer tg]he specialist support you may need. Smaller companies can offer a more flexible support service and the people you call are not answering queries about a huge range of services that Sky agents have to do. There can be a premium but given your need for the service it could be money well spent. Zen have a very good reputation.

Hope thst helps.

[zorroshadow]

Thankyou for your time in responding.  I was asking the community if anyone had ideas why I'd have a good speed but terrible ping directly after installation.  My concern with Sky is they sent me right to exit 1 hour after installation without any investigation.  Neighbours have fibre with BT and Sky therefore something is amiss with the installation and was just wondering if there were any experts out there that had any ideas which could remedy the issue.  I am with accessibility already, and it wasn't asking advice of what to do with my situation, but more to emphasise the urgency I need this resolving hence this post and asking friends in the community.

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[Daniel-F]

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@zorroshadow wrote:

Thankyou for your time in responding.  I was asking the community if anyone had ideas why I'd have a good speed but terrible ping directly after installation.  My concern with Sky is they sent me right to exit 1 hour after installation without any investigation.  Neighbours have fibre with BT and Sky therefore something is amiss with the installation and was just wondering if there were any experts out there that had any ideas which could remedy the issue.  I am with accessibility already, and it wasn't asking advice of what to do with my situation, but more to emphasise the urgency I need this resolving hence this post and asking friends in the community.

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Hi @zorroshadow 

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[Lisa-P1987]

We are still looking to help you @zorroshadow . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks