New to Sky and struggling to get help

[RuralWoes]

 

Hi there! I've recently joined sky and have the super speedy package - but I've been so disappointed at the time it takes to load an email; scrolling is impossible and watching anything on catch up on tv is interrupted by buffering or doesn't play at all.

Ive done all the tests and it says the connection to my hub is poor, but I can't find a way to troubleshoot or get any help.

nb the service was good in the first week, but then an engineer came out to set up Sky Talk and it's been appalling since then. Might be a coincidence...

[cookiemonsteruk]

@RuralWoes 

If you have a black sky hub could you post your statistics as shown below

https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346

[RuralWoes]

Thank you - I have a white hub 

[cookiemonsteruk]

@RuralWoes 

What speed do you normally get?

Does the service checker give you the option to book an engineer?

[RuralWoes]

Not sure re speed - I'm out so can't give figures check when I'm home.

I'd love some advice on how to contact an engineer! I just go round in circles of testing and not getting anywhere! 

[cookiemonsteruk]

@RuralWoes 

Normally when you run service checker and get slow speeds warning it allows you to book an engineer on line there and then

We can refer you for the online community chat were sky will invite you to a chat session to save you the hassle

[RuralWoes · Accepted solution]

I've found a number so I'll ring them in the morning.

Call a Sky expert:

Calls to Sky contact centres are inclusive for Sky Mobile and Sky Talk customers. If you're not with Sky Mobile or Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don't have a calls package, charges may apply so check your provider's tariff guide.

03337590226

Thanks again for your help 😊

[Chrisee]

@RuralWoes if your service is under two weeks old Sky have limited ability to get Openreach to dwal with speed complaints as they say the line takes tgat time to optimise. This is true for partial fibre lines but doess not apply to full fibre connections but still gets rolled out.