28 Jan 2024 07:18 PM
Hi,
Does anyone know how I go about requesting the history of my BB speed? I've been paying for 40Mbps for the past 3 years and 25Mbps prior to that and have been getting closer to 8Mbps. Not to mention someone's no TV at all. In fact the reason I increased it to 40Mbps was because I was told it would help improve the intermittent dropouts. In 2 weeks I've had 5 engineers come out and they've replaced mastersocket twice. Replaced the cable into the box blah blah blah in the end I asked them to replace the cable that comes into the house... turns it out was over 35 years old and severely degraded and corroded and frankly when the engineer showed me the cable I was surprised I got any service whatsoever. But I'm just really annoyed that over 4 years there's been numerous engineers come out and they fix it for long enough to show me improved speed and then move on. I've reverberation no where near the kind of speeds I've been expected to receive let along just having a consistent connection. In truth I want a refund for being promised a service that could clearly never be delivered on the infrastructure they had installed a lifetime ago. Who do I ask for this history? Thanks.
29 Jan 2024 09:40 AM
Posted by a Superuser, not a Sky employee. Find out more@ilovecake I think it highly likely that Sky will not be able to supply that information you can get some recent history from the My Sky app if you run the connectivity test and follow the links at the end.You can formally check what information Sky do hold on you be making a Subject Information request using this link https://www.sky.com/help/forms/customer-information-request
However before doing that you need to read the terms of Sky's Minimum Speed guarantee see https://www.sky.com/help/articles/sky-fibre-speed-guarantee. As you will see that offers a maximum of one months refund if they cannot meet that speed to your hub and a release from contract..
Although you are buying your service from Sky it is actually delivered over the Openreach network.. Sky have no power to compel Openreach to make improvments to their network. Decisions on what work is required is down to Openreach and although one engineer said he thought the cable needed changing that has not resulted in work being done. In the last couple of years we have noticed an increasing reluctance of Openreach to invest in the copper network which they plan to decommission once the full fibre network is complete.
Your only other option is complain to Sky see How to make a Sky complaint | Sky Help | Sky.com
28 Jan 2024 07:25 PM
that's part of the cable. Rubber insulation is totally cracked and peeled and I'm at a loss as to how my dish could have been installed 8 years ago and someone thought this cable was still OK. The engineer who replaced it was himself both shocked and disappointed.
28 Jan 2024 08:22 PM
8 years ago sky engineers where only allowed to looks at the dish they were not allowed to touch openreach equipment so no one would have checked the phone line
most repairs were simply that, a temporary repair to the existing network to get it back up and running as these was what openreach deemed at the time was acceptable and required for the serves in place at that time
29 Jan 2024 09:40 AM
Posted by a Superuser, not a Sky employee. Find out more@ilovecake I think it highly likely that Sky will not be able to supply that information you can get some recent history from the My Sky app if you run the connectivity test and follow the links at the end.You can formally check what information Sky do hold on you be making a Subject Information request using this link https://www.sky.com/help/forms/customer-information-request
However before doing that you need to read the terms of Sky's Minimum Speed guarantee see https://www.sky.com/help/articles/sky-fibre-speed-guarantee. As you will see that offers a maximum of one months refund if they cannot meet that speed to your hub and a release from contract..
Although you are buying your service from Sky it is actually delivered over the Openreach network.. Sky have no power to compel Openreach to make improvments to their network. Decisions on what work is required is down to Openreach and although one engineer said he thought the cable needed changing that has not resulted in work being done. In the last couple of years we have noticed an increasing reluctance of Openreach to invest in the copper network which they plan to decommission once the full fibre network is complete.
Your only other option is complain to Sky see How to make a Sky complaint | Sky Help | Sky.com
29 Jan 2024 10:24 AM - last edited: 29 Jan 2024 10:26 AM
Posted by a Superuser, not a Sky employee. Find out more
@ilovecake wrote:
Rubber insulation is totally cracked and peeled and I'm at a loss as to how my dish could have been installed 8 years ago and someone thought this cable was still OK.
As @mormegil indicates, a Sky dish installer typically still has no business looking at telephone cabling, and particularly back then which was well before a very small percentage of Sky field personnel went through Openreach training to be permitted to carry out a very limited range of telephony work.
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