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Discussion topic: Not the service or speed I was promised/contracted

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This message was authored by Groivychic0011 This message was authored by: Groivychic0011

Not the service or speed I was promised/contracted

Having chosen Sky as our broadband  provider following big promises for super fast broadband speed. I have never been so disappointed with Skys failure to provide the contracted speeds. Their "test speeds" bare no resemblance to the independent speed tests I have frequently performed. Broadband drops and or fails to connect.. very slow connections even when standing next to the broadband terminal.. 

my next step will be to contact a law firm to pursue Sky for a full refund and termination of the  breached contract. 

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This message was authored by sneish This message was authored by: sneish

Re: Not the service or speed I was promised/contracted

i too have moved to Sky recently and getting very frustrated when it keeps telling me that there is no problem but when I do the speed tests on my laptop and phone they are coming back with readings of 76mbps to 86mbps 

 

this is on fibre 150

 

very difficult to find out what to do and get someone to speak to 

Groivychic0011
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This message was authored by Groivychic0011 This message was authored by: Groivychic0011

Re: Not the service or speed I was promised/contracted

Hmm yes Sky really know how to deny all responsibility but 1000s of customers can't be wrong. I have not ever experienced this disgracefully poor broadband service with any other provider.

 

i am going to report this issue with trading standards and if everyone who are experiencing the same problem then Trading Standards will hold them legally accountable and drag them through the courts. I am taking legal advice as it is affecting my business which relies upon reliable broadband. Why should Sky get away with this dreadfully blatant breach of contract. 

This message was authored by JZAB3R This message was authored by: JZAB3R

Re: Not the service or speed I was promised/contracted

@Groivychic0011 If your business depends on reliable broadband then you need a business broadband package. Sky has no legal obligation for any loss your business suffers while relying on a service meant for domestic use only.

Groivychic0011
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This message was authored by Groivychic0011 This message was authored by: Groivychic0011

Re: Not the service or speed I was promised/contracted

I work from home like most other folk do these days. 
Sky is responsible for providing whatever they claim and contract actually! Regardless of how it's used. 
You appear to work for Sky.. 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Not the service or speed I was promised/contracted

Posted by a Superuser, not a Sky employee. Find out more

@Groivychic0011 your first step if you believe Sky are not delivering the service they are contracted to do is to complain to Sky How to make a Sky complaint | Sky Help | Sky.com if you do not agree with their response then you can take you complaint to an independent arbitrator although you can involve solicitors etc the courts expect you to use the available route first which has no cost to you. Trading Standards only get involved if a company is breaking the laws they enforce. If you want independent advice call the Citizens Advice Consumer Service. 

 

Actually in this case 1,000s of consumers can be wrong due to a common misconception as to what guarantees Sky and other isps make. If you measure connection speed on a device connected by WiFi in your home the result you get is the lowest part of the connection which is often the speed if the wifi connection in your home which isnt guaranteed. Sky guarantees the speed of the connection to your hub. See https://www.sky.com/help/articles/sky-broadband-speed-guarantee-a

As pointed out you have bought a service sold for domestic use which you choose to use for business which is fine but it gets you no priority for repairs etc. Buying a business connection should get repaired more quickly but inevitably costs a lot more. 

 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Groivychic0011
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This message was authored by Groivychic0011 This message was authored by: Groivychic0011

Re: Not the service or speed I was promised/contracted

Thank you.

The bigger issue than what everyone is focusing on - perhaps i shouldn't have mentioned it , (as it appears to be acting as a get out clause) is the service is not what was enthusiastically sold to me. The small print ( Sky's get out of jail free card) is not legally binding if they did not tell it to me and make that the selling point.. companies can no longer hide behind small print or contradictory terms and conditions if the sales pitch is contradictory.. how can anyone make a decision based upon a call if you are not told the terms and conditions. Every one of my friends and family who have Sky all report very very ooor broadband reliability and speeds. 
Sorry but Sky is not delivering their promised service. 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Not the service or speed I was promised/contracted

Posted by a Superuser, not a Sky employee. Find out more

@Groivychic0011 take the independent free advice I linked to. The legal positionis you are bound by the contract terms sent you before the service started - they are sent by email and you can find them in the My Sky app - and by using the service legally you have accepted those terms. Before I retired I ran consumer advice centres and we regularly had to point out that people are bound by the small print whether they had read it all or not. A court can rule a specific term is unfair and therefore is unenforceable but in this case the regulater, who is Ofcom, ensure contracts are not unfair so that is vanishingly unlikely.. 

 

Sky have 6 million customers and are one of the largest isps in the country. Inevitably some of their customers are unhappy and a few get lousy service and the route is to complain to Sky who can and do release customers from their contracts if they cannot sort a reasonable complaint. If they decline to the independent arbitrator can tell them to. Sky's complaint system follows Ofcom's guidance.

 

You are correct many people use their domestic connection to work from home BUT they do this at their own risk it doesnt mean they get any priority or Sky are in any way liable for their consequential loss. One thing thst catches people out is Openreach whose network Sky use only work on domestic lines on weekdays and the service level is for a fault reported today Tuesday should be fixed by Thursday night which is achieved in 80% of cases after which compensation comes in at £9.76 a day. 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Not the service or speed I was promised/contracted

Posted by a Superuser, not a Sky employee. Find out more

@Groivychic0011 wrote:

 

my next step will be to contact a law firm to pursue Sky for a full refund and termination of the  breached contract. 


Pursuing normal consumer remedy is likely to be more successful than going lawyer to lawyer: multi-billion dollar corporations tend to be able to afford better ones, and lots of them.

 

You'll find all ISP contracts actually contain very little which is enforceable when they are attempting to provide service.  Termination generally isn't difficult to achieve if, for example the Guaranteed Minimum Download Speed (which is not guaranteed at all) cannot be delivered because the circuit to the address, which is not owned by the ISP, turns out to be inadequate.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Groivychic0011
Topic Author
This message was authored by Groivychic0011 This message was authored by: Groivychic0011

Re: Not the service or speed I was promised/contracted

Sky promised me the moon and delivered dust.. they miss old their service to me . 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Not the service or speed I was promised/contracted

Posted by a Superuser, not a Sky employee. Find out more

@Groivychic0011 then complain How to make a Sky complaint | Sky Help | Sky.com 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Not the service or speed I was promised/contracted

Posted by a Superuser, not a Sky employee. Find out more

@Groivychic0011 wrote:

Sky promised me the moon 


Unfortunately the 'Guaranteed Minimum Download Speed' is not a guarantee of speed, and neither the 'Wall to Wall WiFi Guarantee' or the 'Enhanced Wall to Wall WiFi Guarantee' guarantees wireless coverage.  Some of us have been commenting for years that the product naming is very poorly chosen.

 

No ISP guarantees uninterrupted broadband provision, because that's impossible.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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