Hi everyone - I contacted the Operations Manager and the CEO of Sky Ireland on LinkedIn. I sent them links to this forum as well as the Irish Times article and asked them if they are aware of the issue.
---
My message:
Hi JD,
Hope you're well. I hate to contact you so directly over LinkedIn for something like this, but I'm honestly at my wits end with Sky Customer Service and I can't get a transparent answer from anyone.
Are you aware of the ongoing disruption to service that many of your broadband customers are facing in the Wicklow area and further? There is a forum on the Sky Community website that I started over two weeks ago that now has over 130 replies from other customers and over 1,200 views.
https://helpforum.sky.com/t5/Broadband/No-internet-in-the-evenings-Sky-Ireland/td-p/4748886
I signed up to Sky broadband 3 weeks ago. For the last 2 weeks my broadband has dropped to less than 1Mbps every evening from 8pm to 11pm. It then goes back up to the normal 500Mbps.
I've spent hours on the phone to Sky customer service going through the usual troubleshooting and script, and nothing has been done. The issue temporarily resolved over the weekend just gone, but resumed again last night.
You have a lot customers, including myself, who have been left in the dark and not given any real, human, customer service and insight into what the problem is and when it is going to be fixed.
Are you aware that this has even been reported in the Irish Times? https://www.irishtimes.com/ireland/2024/09/18/my-ip-address-reads-as-being-in-croydon-sky-customers-...
I don't want to leave Sky. I took time off work to get a dish and broadband installed. I like the set up. I'm happy with the price. I just want it to work!
Again, hate to do things this way and cross personal life with business - but the customer service I've received so far has left me with no other choice.
I really hope to get a response that gives insight into the issue and when it will be resolved.
Thanks.
----
response on behalf of JD Buckley (CEO Sky Ireland)
Dear ___,
I hope this message finds you well. I’m reaching out on behalf of our CEO JD Buckley following your recent contact.
We are aware of an issue that impacted some customers in Wicklow and Kildare, which resulted in slow speeds during the evening. This was due to an upgrade by one of our infrastructure partners. A fix was implemented on Thursday, 19th September, and we initially observed no further issues. However, on the evening of the 23rd, our monitoring systems detected a further issue that resulted in low speeds in Wicklow again. Our networking teams worked to resolve this by 10 PM that same evening.
At this point, we believe the issue has been fully resolved, but to ensure stability, we will continue to closely monitor the situation this evening.
We sincerely apologise for any inconvenience this has caused and truly appreciate your patience as we work to ensure the service remains stable moving forward.
We are happy to call discuss this further with you or indeed follow up tomorrow to support once we have had the opportunity to monitor tonight.
Best regards,
James
Sky Executive Support Team
