In my son's room the WiFi signal isn't good at all

[Aimz--]

In my son's room the signal isn't good at all and when we purchase this Wi-Fi the operator said it would be really fast in every corner of the room up into a certain amount which we are not getting in my son's room. I need help and think the open reach box is in the wrong place. I did say this to the open reach person but they insisted that it was easier for them to put it where it was which is not the optimal place it should be. Can somebody come and rearrange the open reach box free of charge as I feel we are not getting the service we have paid for. Many thanks.

[TimmyBGood · Accepted solution]

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@Aimz-- wrote:
 Can somebody come and rearrange the open reach box free of charge as I feel we are not getting the service we have paid for. 

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Openreach is not obliged to locate their equipment in the 'optimal place'.  Particularly for full fibre there are very definite limitations on where an ONT can go.

Sky loans wireless booster hardware 'free' under the terms of the 'WiFi Guarantee' element of the legacy 'Broadband Boost' add-on and the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement: they don't otherwise provide or sell boosters except to resolve issues with Sky Q. Phoning Sky to go through a telephone diagnosis is required to have a booster or pod allocated to the account. Inevitably some  Sky booster hardware has leaked onto a certain auction site and elsewhere online but Sky won't offer support with using these, and Max pods acquired that way won't work at all. 

Confusingly the default 'Wall to Wall WiFi Guarantee' bundled with all new Sky Broadband orders where Boost or Max is not added by the customer doesn't actually provide booster hardware, and is essentially a sales lead generator for the supplements mentioned above plus a one month broadband subscription refund.

[Aimz--]

I'm really sorry, I don't understand what you have just said. 

From what I can read from your reply is... ' I was miss sold the product' and there is no guarantee at all. 

Are you saying I have to purchase additional equipment to try and resolve my miss sold products? 

Can you please clarify?

Many thanks 

[Aimz--]

I'm sorry I don't understand your reply to my question. Are you saying you as a company have misold a product and that in fact the Wi-Fi I bought under the assumption that it would be of a certain speed? Wall-to-wall is in fact not this. Can you please clarify your response that I was misled a product by your company and that there is nothing I can do unless I purchase additional products to try and achieve what I was told would happen and that I would get good speed from wall to wall.

[TimmyBGood]

@Aimz-- 

Not 'my company' : I don't work for Sky. 

What's actually 'guaranteed' is a small refund if the specified minimum wireless speed isn't achieved: no ISP guarantees WiFi coverage because that's simply not possible in some buildings without costs that exceed the subscription income.  Most ISPs charge for 'boosters' as an intrinsic part of their business model because there's obviously an expense involved in supplying such hardware.

The relevant web page does make this clear, but call centre staff have been known to rather overstate things and the product name frankly isn't helpful .

 

Some of us have been extremely critical of the Sky choice of names and associated marketing for many years.