Ongoing Internet Issues and Possible Contract Cancellation

[Augustin24]

i am writing to formally report ongoing issues with the internet service I recently ordered and signed a contract for.

From the very first day of installation, the connection has been unstable and frequently drops the session. This is despite having speeds of up to 700 Mbps on the ground floor. However, when I move to the second floor, the speed fluctuates significantly — ranging from 20 Mbps to 300 Mbps, but most of the time it remains around 50 Mbps, which is critically low and unacceptable.

Under a similar contract with Virgin Media, I did not experience any of these issues and did not require any extender.

You provided me with an extender, but it cannot be connected to the main hub due to the absence of a WPS button, as described in the setup instructions. This makes the device unusable.

At this point, it feels like unnecessary delays are being caused, possibly to force additional charges in case I decide to terminate the contract.

An engineer is scheduled to visit tomorrow. If the issue is not resolved after the visit, I will have no choice but to cancel your internet service.

I expect this matter to be resolved urgently.
Additionally, please provide me with a direct email address so I can communicate with your support team without having to contact operators each time, as this is unnecessarily time-consuming and inefficient.

Kind regards,

[caesarome]

Sorry @Augustin24 but this is a community where customers of Sky who help each other so if the engineer can not fix the issue tomorrow then this link explains how to put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Daniel0210]

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@Augustin24 wrote:

i am writing to formally report ongoing issues with the internet service I recently ordered and signed a contract for.

You're only reporting it on a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

Additionally, please provide me with a direct email address so I can communicate with your support team without having to contact operators each time, as this is unnecessarily time-consuming and inefficient.

Sky do not use email for general communication although there is an option in the link provided by @caesarome for making a complaint. Sky then have up to six weeks to resolve it before you can request a deadlock letter.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

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