No WiFi to one room

[Filo1]

Because Sky customer services no longer uses humans, it has not been possible to resolve this issue.  We wrote (a real letter) to Sky's head office and got an email acknowledgement, and a case number which you won't allow me to disclose.  However, there was no indication as to what you propose to do about our problem.  

The WiFI has never reached my wife's study so she has to use a plug-in connection for her computer.  However, our landline will soon be going digital and will rely on WiFi, so it is essential that she has a signal in her study.

When we took out our contract, we were guaranteed WiFi in every room in the house.  You did send an engineer but he said he couldn't sort this out.  Clearly, this is not satisfactory.  Please can you advise what you intend to do?

Please can you arrange for another engineer to call, one who can meet your guarantee and give us WiFi throughout our house.  We do not live in a mansion.

[TimmyBGood]

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@Filo1 wrote:

When we took out our contract, we were guaranteed WiFi in every room in the house.  You did send an engineer but he said he couldn't sort this out.  Clearly, this is not satisfactory.  Please can you advise what you intend to do?

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I'm afraid not: the 'guarantee' is actually of a small refund if the specified WiFi speed cannot be delivered.

Wifi Max:

Still can’t get WiFi in every room? We’ll give you money back that you’ve paid for one month's broadband subscription including Sky WiFi Max. And, if you want, you can cancel Sky WiFi Max without paying any early termination charges. 

Broadband Boost:

Still can’t get WiFi in every room? We’ll credit your Sky account with what you pay for one month’s broadband subscription including Sky Broadband Boost. And, if you want, you can cancel Sky Broadband Boost without paying any early termination charges. 

[TimmyBGood]

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@Filo1 wrote:

However, our landline will soon be going digital and will rely on WiFi, so it is essential that she has a signal in her study.

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Note that's not actually a WiFi issue: once voice calls run through an ISP router the solution is DECT, not WiFi.

[Chrisee]

@Filo1 Sky do sctually have several thousand customer service agents answering calls 7 days a week.

Your landline going digital should make no difference to the ethernet connection from the hub to your wife's study it simply  means your landline phone will have to plug into the hub as opposed to the phone socket used by the old analgue service. If you want handsets in other parts of your home you will need a cordless phone set up.

Not 100% certain what contract you took out but unless you bought one of Sky's add ons you will be only covered by this guarantee https://www.sky.com/help/articles/wall-to-wall-wifi-guarantee which needs reading carefully. If wifi speeds do not reach 3Mb/s in every room in your property you are entitled to one month of broadband free. Sky use this to sell one of the 2 add-ons they offer which have better gurantees but cost extra. In all cases you need to contact Sky and if they cannot solve the issue by sending you boosters or extenders then you can claim the payment for the add-on back.

Your issue is extremly common as in many homes including my own a single WiFi source is insufficent to provide usable wifi in every room This due to the layout and type of construction. Sky's add-ons are one solution as can be buying and using your own WiFi kit instead.

Given you are clearly unhappy I am escalating your post to the Sky team who support the forum who are indeed human who will be in touch soon so this can be sorted out for you. If you miss their message look for the chat icon  which will be added to the pages in the forum for you to use to start an online chat.

[Mr+Flibbles+86]

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