No internet in the evenings. Sky Ireland

[John+on+Telly]

Im getting the same also, and Im in Bray. Ive phoned them multiple times over the last 10 days and wasted hours of time doing the troubleshooting they insisted on me doing. Since then I have been told by two different Sky advisors that there is a known major issue with Sky's service on the Siro networks affecting hundreds of users. This evening they told me they are migrating some affected customers on to another system but that they have no timeframe for how long this will take to fix for all users. 

[Jogarty]

@John+on+Telly Thanks for the update! At least they know about it and are acknowledging it. So they basically said to just sit tight??

[John+on+Telly]

The advisor didnt give me any confidence that a fix is iminent, quite the opposite actually, so Im going to drop Sky. Right now Im looking at alternatives. Im lucky that we have both openeir fibre and Siro on our house so Im looking at the various offers. 

[akos]

I have half a year left on my contract with sky... Would an issue like this allow me to cancel the contract without penalties? Or am I stuck with dialup fiber for 6 more months?

[JjOkane]

I've spoken to them twice and on each occasion they said there's an issue but no clues on timeline. When pressed one said "soon".. Looking on Google, this seems to be a recurring issue in various parts of UK too from time to time with no fix on the threads other than long lead times before a miraculous revolution. 

I am in enniskerry, others in this post Bray, Greystones, NMK so not sure if limited to Wicklow alone.

My first year ends in Jan. With irish companies tending to double costs in year 2, I am thinking of paying out balance now and getting another provider.

[mirw]

just heard on another group that apparently they are upgrading/migrating DNS servers between 7-11PM for about 10 working days(I'd say we are about 5 days in on this stage). If that is the truth, why there is no comms about it and why do they tell us to check our wifi ? Worst customer service ever. 

[lDanny]

For those people who are thinking of waiting out their contract, my sky contract says it provides a minimum of 100mbps and maximum of 1000, so they are in breach of my contract at least which should mean I can leave early.

[Tred1234]

I called again this morning to listen to the same spiel but got through to cancellations and broke out of the contract with no penalties. They mentioned sending out an engineer but I informed them that unless the engineer comes after 8pm, it's pointless. Back to Vodafone I go... 

[Jogarty]

Just to update everyone, here is the response from Sky to my issue over WhatsApp:

[cianml]

Have been on hold for 40mins waiting to cancel. Literally can't even do that at the moment either. Outrageous 

[wherescolly]

I got through earlier and asked if a fault has been raised or ticket number I can track etc, nope, nothing like available but they did blame Siro and said they are just sending out complaints to them

[Chloe-W22]

Hi all,

I'm really sorry you're still having this issue, it is still under investigation with our support teams who are working to get this fixed ASAP

[Jogarty]

Hi Chloe, thanks for the update! I appreciate your help with this. My next step is to start contacting team leaders through LinkedIn - I refuse to call customer service and be charged per minute.

[akos]

Anyone know what a switch from sky to Vodafone would involve? Is it just a modem change? Or do they need to bring their own wire into the house? (When I switched from virgin fiber to sky fiber they had to redo everything from scratch, wire and all.)

[John+on+Telly]

For those of you needing to cancel while in contract, fish out your welcome email from Sky Broadband and you'll have a guarantee like this:

Services and equipment:

Sky Ultrafast Max (ROI): Fibre to the Home - Fixed internet access.

Equipment: Sky Broadband Hub to connect you to the internet and provide wired and wireless broadband to the home.

Speeds of the internet service and remedies:

Download speeds: Normally Available:910.0 Mbps, Max:1000.0 Mbps, Min:100.0 Mbps.

Upload speeds: Normally Available:30.0 Mbps, Max:100.0 Mbps, Min:1.0 Mbps.

If you experience any continuous or regularly recurring discrepancy between the actual performance of your broadband and the performance indicated above, then please contact Sky. In the event of several or reoccurring unresolved technical issues, and this is verified by a monitoring mechanism certified by ComReg or to Sky's satisfaction, then you shall be entitled to terminate your contract without penalty. You may also be entitled to other remedies for poor performance. Please refer to your Sky contract.