Internet keeps dropping and i cant get any proper support!!!

[alex207]

Internet keeps dropping and i cant get any proper support!!!

[Daniel0210]

@alex207 
If you haven’t done it already use the below link to check to see if there are any outages nearby https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If the service checker is still not telling you that Sky are aware you may need to call them to report it (dial 150 free from your Sky Talk landline).

Any Openreach visit that’s required is likely to be delayed due to the disruption from the recent storms.

[alex207]

This is really unhelpful. I have done all that which is why I'm trying to speak to an engineer. Please dont waste anymore of my time. I've already done that with your ridiculous AI bot you're so proud of.  Absolute joke as customer support goes.

[Daniel0210]

@alex207 

I'm sorry if the help I've provided as a fellow customer doesn't resolve the issue. If that didn't help then call Sky. 

[alex207]

worst internet service I've ever had.  No one knows how to do their job anymore. Talk about loss of learning. The new generation don't know anythin g about customer support they just want thumbs up ratings. Spend less time on your phones people

[alex207]

Thanks I did that. Sorry I thought you were from. SKY 🙂 They are the worst company to deal with

[Daniel0210]

@alex207 

That's okay but hopefully you'll be a little more respectful when you speak to an agent.

To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile or alternatively use the following link
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number.

The posting of full phone numbers isn’t permitted on the forum.

Any calls to Sky will initially be automated which may try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Alternative means of contact are:
(a) through the Sky Virtual Assistant on the same page - depending on your query, which can connect you with a live agent virtually if necessary or provide you with the contact number or
(b) via Skys social media sites (the links are at the bottom of this page).

[alex207]

Also I don't get super fast broadband. SKy haven't managed to sort out upper calpton in Hackney Yet. We're still on vintage service. Sky wants to bank its money not spend on improving service. Despite ripping me off for £37 a month!

[alex207]

Define what you mean respectful. I wasn't being disrespectful. I was stating fact. There's no real customer support. I've had 2 phone calls so far. I will respect sky if they treat their customers with respect.

[TimmyBGood]

---

@alex207 wrote:

SKy haven't managed to sort out upper calpton in Hackney Yet. We're still on vintage service. Sky wants to bank its money not spend on improving service.

---

Network infrastructure is the responsibility of Openreach, not Sky or any other individual ISP.

Densely-packed urban environments can be amongst the hardest places to improve the Openreach network because there literally hasn't been room on the pavements for fibre cabinets to facilitate FTTC.

I'd note that Hackney Council is working with full-fibre altnets: https://hackney.gov.uk/broadband 

[alex207]

fair enough but their still charging me for service I'm not getting

[alex207]

also surely its my network providers responsibility to deal with open reach not mine?

[TimmyBGood]

---

@alex207 wrote:

surely its my network providers responsibility to deal with open reach not mine?

---

Yes, but ISPs are not permitted to interfere with Openreach infrastructure deployment because that could give BT an unfair advantage.

[alex207]

They're still taking money from me for a service I'm not getting.

[alex207]

I wonder what my legal rights are if I'm being charged for a service I'm not getting?