No technical support

[Kristof]

Hey.  How are people dealing with Sky when they hear this? "We won't do anything about it because it's above the minimum." 

This has probably happened 50 times now since my broadband went from 79 mbps to 63 mbps.

had BT Sky engineers at home checking things; no fault was found. 

BT always pointed sky. And probably because of that, they even stopped sending them to my house. 

Tried complaints, pointless, 

Since Sky has no technical support, just advisors, this is simply not working at all.

Any suggestions on how to escalate this?

 

[jamesn123]

@Kristof 

 Because the answer is they dont have to do anything. You entered into a contract with a speed guarantee and speed estimate. If your speed is falling between those values then there is no fault considered on the line and Openreach will not engage Sky. 

A loss of sync speed can be caused by many factors but the most likely one is that your local fibre cabinet has filled up with customers so there is increased cross talk between the lines & the automated line management system has to compensate for this by lowering your speed. 

[Kristof]

I kindly disagree. Speed loss is one thing; stability problems are another. I can't watch 4K movies, and all my devices are having problems opening anything online, etc. But because it is above the minimum, They don't have to do anything. Top quality! 

[simon194]

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@Kristof wrote:

I kindly disagree. Speed loss is one thing; stability problems are another. I can't watch 4K movies, and all my devices are having problems opening anything online, etc. But because it is above the minimum, They don't have to do anything. Top quality! 

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You get exactly the same with all ISP's, if the sync speed is above the minimum guarantee then there is no problem with the line.

[Kristof]

As I said I disagree. My friends and family experience with other ISP's is much positive. Trying to use arguments other ISP doin the same bad job, so we good, is just wrong. By even thinking it is full failure 

 

[JPR007]

@Kristof What is your minimum gauranteed download speed? Can you post your router stats as well? these would show if there is potentially a fault.

[Kristof]

61 is my minimum. I had many drops below that speed, even to 54. The response from Sky was always, "If we can't fix it, we will let you go." BT engineers point out that Line Manager is not working correctly, but Sky will never admit that. Basically, this ISP has no technical support at all. Posting stats is kind of pointless because they won't do anything, even if a 16MB drop in speed and a laggy connection for Advisor do not indicate any problem because it is above the minimum. 

[GD1]

@Kristof  There isn't much more your fellow customers can advise you I'm afraid. If you're not willing to help the forum help you then you'll need to raise a formal complaint https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[jamesn123]

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@Kristof wrote:

I kindly disagree. Speed loss is one thing; stability problems are another. I can't watch 4K movies, and all my devices are having problems opening anything online, etc. But because it is above the minimum, They don't have to do anything. Top quality! 

---

This just sounds like local WiFi issues though not the line. Have you connected via ethernet and run tests to prove that the connection is unstable?

[Kristof]

Nothing to do with WiFi i haven't never expected any WiFi problems, on my PC connect direct to router Internet working exactly the same. It is definitely problem with broadband i had this many times

[jamesn123]

@Kristof 

A ping test alongisde a speed test from the ethernet connected device would be useful when you notice the issue occuring. 

Also is the device directly connected via ethernet or are you using something like powerline?

[Kristof]

 If has nothing to do with my set up. It is a sky side problem, as pointed out by BT, and no matter how I prove this, they won't do anything because it is above the minimum. That's pretty much the end of my conversation with Sky Advisors. If I could reach technical support, I could possibly resolve this problem. There is no point in talking to Sky Advisors; he can only run the same test as I do.

[TomThumb5ive]

@Kristof  The mindset of thinking any response on this forum will come from the same scripted response handbook that sky's customer services seem to use doesn't help anyone.

As you can tell, we are not as tightly constrained in our responses, 

As a starting point, router stats & logs provide us with a baseline to work from, 

 
Will the stat's be beneficial? Who knows!  but it's a start!

Tom...

Tom...

[jamesn123]

@Kristof 

Dont really understand why you've bothered to post on this forum if you are just going to throw all answers back at us. If you dont go through the required troubleshooting then nobody can pinpoint where the problem is. You havent even done as much as posted your router stats which is literally the first step in almost any issue. 

[Kristof]

You missing point. I keep repeating myself in this discussion. My question is how to access Sky Tech Support, which is not possible if my internet speed is above the minimum. I can provide stats, ping results, etc., and then what? As I mentioned before, BT engineers have already discovered issues with Sky Line management. This was fixed before by the people on the "Network Team," who know exactly what causes this issue. The problem is that there is no direct access to this team, and it can be escalated only if broadband speed is below the minimum.