Hello, this is a bit of a long post so bare with me.
I have been a sky customer for 12yrs. About 18mths ago (approx) we started getting alot of issues with speed and connection. The connection was very unstable and often unusable. When I initially reported it the tech team told me that there was an issue and they believed the issue was with the Sky Hub 3 which is a very old model and our particular one was around 10yrs old. They said they would send out an engineer to check the phone sockets and install their latest more powerful Sky Hub.
The engineer arrived, said there was noise on the phone socket and replaced that. She also said the router we were assigned was reallocated to a new customer on a more expensive package and my sky hub was replaced with the exact same model. As a gesture of goodwill she installed a booster but stated she would not tell Sky so we wouldn't get charged monthly as we'd been let down so much.
The connection stabilised, the speeds never matched what the promised and I spent months jumping through hoops to get them to accept it. They did eventually give a discount.
The issues started again, router is on all 3 green lights showing. I was struggling to stream things on Netflix, I was back to having to use mobile data again. I logged onto my account and it was until today showing an issue with the router stating it was producing poor signal. I raised a complaint as the speed has dropped again. I was told they had ran out of options and I could terminate the contract early. They said the issue was an outdated Sky Hub but as I can't get full fiber they are unable to send out a better one which would resolve the problem.
After this discussion/argument with them today the issue on my account is stated as slow speed going to the hub and the hub is fine. I called again and they said it was a complex case and everything was indicating the issue is outside. They have escalated it to the network team which apparently they rarely do. They are conducting a remote full network reset. If that doesn't work they need to get Openreach to check for issues with the exchange and the cables.
I have been going round in circles, refused compensation, they have a guaranteed minimum speed of 36mpbs. I am currently getting between 19 - 21mpbs. Speeds which BT and Plusnet have quoted me for. Until now they have consistently blamed the SKY hub 3 now all of a sudden the issue is elsewhere. Despite the awards and reviews I am not enamoured with their customer service and I am seriously debating on switching to BT.
The previous tenants had BT for many years with no issues and claimed it was fast and reliable unlike Sky. If the issue is external switching won't help, if it is down to the hub then switching will help as I'll get a better router.
