Sky Broadband - complaint

[Lynn2525]

I switched to Sky from Virgin at the beginning of the year. We never had a problem with Virgin WiFi. Our Sky WiFi is atrocious, not picking up in a lot of areas in the house, and keeps dropping out. Beginning March we were offered free upgrade to Super fast broadband, but Open Reach have to do some work outside. 

It is now October, and the issue is not resolved. Open Reach have been to us about 10 times, and keep messing up information on where the box is going, then I was told the order had been cancelled by me, it hadn't, new order raised, missed and cancelled appointments, the list is endless. 

I have spent in excess of 60 hours communicating with Sky who are just as useless, they keep closing my complaint, against my wishes, keep fobbing me off, have offered compensation which is below the amount they state on their website. 

As well as all this, the added hours spent having to keep switching WiFI on and off, and having to use my mobile data. 

Any suggestion as to how I can escalate this above the usual complaint route?

[Daniel0210]

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@Lynn2525 wrote:

Any suggestion as to how I can escalate this above the usual complaint route?

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@Lynn2525 
You won't receive compensation for intermittent faults and neither will you for time spent trying to resolve the issues (apart from maybe a goodwill gesture).

Sky will aim to resolve a complaint in 10 days but in reality they have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

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

[Lynn2525]

This is not a fault. There is no WiFi in parts of the house. Dropping out in parts of the house where it is working is a separate issue. The complaint has been ongoing since beginning May. This is beyond a 6 week period.

[Chrisee]

@Lynn2525 WiFi coverage of your home is not guaranteed in the broadband package. There is a strictlt limited guarantee in the Sky WiFi Max add-on which guarantees a minimum speed in every room in your house see https://www.sky.com/help/articles/sky-wifi-max .

However read the terms of that guarantee carefully.

The reason why Sky and every other isp never give solid guarantees on WiFi speed is simply the speed is dependent on the size, layout and type of construction of your home. To get usable WiFi through out many homes needs multiple WiFi sources even if the hub is in the optimum position which many are not. Thst costs money you have a choice either to pay Sky to effectively rent their extenders by buying WiFi Max or buying and using your own equipment.

[Lynn2525]

I've got WiFi Max and 3 boosters

[TimmyBGood]

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@Lynn2525 wrote:

I've got WiFi Max and 3 boosters

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Then realistically Sky has exhausted what's available under the 'WiFi Guarantee': it's up to you whether to claim what's actually 'guaranteed', which is a one month refund of the broadband subscription.